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How to report Guide Dog access refusals and the importance of reporting them

When our amazing dogs are refused entry to a venue or form of transport, it is incredibly frustrating to say the least. Fortunately, most Victorians are generous and understanding of the requirement to provide open access for Guide Dogs. However, there may be some instances where people don’t completely appreciate the important role Guide Dogs play for people with low vision or blindness, or they may not be aware of their legal obligations.

In line with Victorian state laws, a person with low vision or blindness accompanied by a Guide Dog is permitted to: 

• travel on any form of public transport, including taxis, buses, trams and trains 

• enter any public place 

• visit any theatre 

• eat in any restaurant 

• shop in any store (including supermarkets and food stores).

The only exceptions where a Guide Dog is not permitted are operating theatres, commercial kitchens and some parts of the zoo.

In situations where access is refused, the most impactful thing we can do for ourselves, and for future Guide Dog Handlers, is to report it. 

What do I do if my Guide Dog is refused?

Stay calm and take an educational approach. Although it can feel frustrating or frightening, it’s important not to let the situation escalate.

If your calm assurance that Guide Dogs are legally able to go to any event, business, ride-share vehicle or premises in Victoria doesn’t alleviate their concerns, the next best thing you can do is report the refusal.

How do I report a Guide Dog refusal?

To make this process easier, Flinders University has developed a ‘Paws Rights’ online platform, designed specifically for the purpose of recording and reporting Guide Dog access refusals. It is simple to use, accessible and will give you all your reporting options in an easy-to-use format.

The more we report refusals, the more usable data we have available to make impactful change and advocacy efforts.

Visit Paws Rights to record instances of Guide Dog access refusals.

Other avenues to report Guide Dog access refusals

It is illegal for taxi, rideshare and public transport services to reject a passenger because they have a Guide Dog as per the Disabilities Discrimination Act 1992. 

Unfortunately, this is often par for the course. A survey conducted by Guide Dogs Australia in 2023 revealed that of the number of people who are blind or have low vision who identified challenges, almost half said they had been refused by a rideshare driver because of their Guide Dog.

“Taxi and rideshare refusals are frustrating, embarrassing, and exhausting,” shared Guide Dog Handler, long-standing Guide Dogs Victoria Client and a crucial member of our Fundraising Team, Erin Goedhart. 

“Reporting these incidents is a way for me to reclaim some empowerment, even though change won’t happen immediately.

“I do it in gratitude to the Guide Dog Handlers who fought for the rights I now have, and to help create a future where refusals are no longer a reality.”

The reality is that situations like these are a common occurrence for our Clients and Guide Dog Handlers across the country, and will continue to be without widespread reform. In February 2025, fed-up Guide Dog Handler Paula Hobley took Uber to the Federal Court over repeated service refusals.

GDA is supporting Paula in her endeavour and we look forward to updating you as the case progresses. Read more about her case via the ABC  or on GDA’s website in their article calling for a ‘fare’ go.

Another option available is to lodge a complaint with the Victorian Equal Opportunity and Human Rights Commission (VEOHRC) and with the relevant booking service provider. File your complaint to VEOHRC by visiting their website and completing their web form or calling them on 1300 292 153. 

Guide Dogs Victoria is always here to help. If you have been denied access to a public area or transport service and were unable to self-resolve the issue with the proprietor, please contact us on 1800 804 805.

To share your own access refusal experience with Guide Dogs Australia’s Advocacy Team, you can complete the online web form on their Access and Advocacy webpage here or email advocacy@guidedogs.com.au.