Aside from a few, very rare situations, drivers of public vehicles are legally required to transport guide dog handlers and their guide dogs. If you are denied access because of your guide dog, there are many ways you can stand up for your rights.
First, consider making a formal complaint with the company that employs the driver. As a result of your complaint, the driver may face a range of disciplinary measures, including being prohibited from continuing to work for the company.
Second, consider reporting the matter to the police, who have the authority to investigate and lay charges under the Blind Persons’ Rights Act.
Third, consider consulting with a human rights lawyer about your options. To learn more about the options that may be available to you, visit the section of this handbook, titled What can I do to enforce my legal rights?
Finally, you can also reach out to CNIB’s Guide Dog Program, which can assist guide dog handlers with advocating for themselves and understanding their rights when using transportation services.
When can I be denied access to a taxi, Uber or Lyft because I have a guide dog?
A driver can legally deny you and your guide dog access if the driver can prove it would cause them “undue hardship”. These situations are very rare; examples include:
- A driver that has a serious medical condition that prevents them from working with dogs.
- A driver who has a genuinely held religious belief that prevents them from being near dogs.
A driver can’t simply pretend to have a serious medical condition or a genuinely held religious belief. In many cases, drivers will have notes on file which confirm their serious medical condition or genuinely held religious beliefs.
It’s important to know that even if a driver has a valid legal reason for denying you service, they and their parent company are still legally required to provide you with the next best accommodation. For example, the next best accommodation could be for the driver to arrange for another vehicle to immediately assist you and to wait with you until that other vehicle arrives.
A note about complaints and policies when it comes to taxi companies and ride share options
Ride share options are a popular alternative to Taxi companies outside of Nova Scotia. At the time of publishing, Uber is currently the only option in Nova Scotia and is only found in the Halifax Regional Municipality.
Taxi companies
When it comes to taxi companies, you will likely have to contact them by phone to learn about their non-discrimination policy and the consequences for a diver who violates the policy.
If the taxi company is licenced by your city (e.g., the Halifax Regional Municipality), you can contact Licensing Enforcement and file a complaint with a by-law officer. Halifax Regional Municipality By-law number T-1000 states: “A driver must not refuse to transport a disabled person or a service animal unless the refusal is justified by physical limitations or disabilities of the driver, and the driver has provided a medical report to the Licensing Authority that supports his or her claim of physical limitations or disabilities”.
Uber
Uber publishes its Non-Discrimination Policy and Service Animal Policy online. If you experience any issues related to your guide dog (including a driver denying you access), you can report the issue to Uber directly through their online reporting process.