BC’S Office of the Human Rights Commissioner (BCOHRC) has released educational resources to help workers in the restaurant and taxi industries understand their responsibilities to people who use guide dogs and service dogs.
BCOHRC said it created these resources after hearing concerns from guide dog users who had difficulty accessing some services. In response, BCOHRC staff met with restaurant and taxi industry workers and representatives to determine what resources would best help them understand guide dog and service dog users’ rights and how to navigate issues that may arise. The resources now available include infographics, posters, stickers and meeting guides, among other things.
“Everyone in B.C has a right to be free from discrimination in accessing services such as restaurants, cafes and taxis,” said Human Rights Commissioner Kasari Govender on Tuesday. “However, my Office has heard too many accounts of guide and service dog users being treated poorly and even denied access to these services. These experiences can be embarrassing, stressful, isolating and sometimes even dangerous.”
BCOHRC said that one story it heard was of a guide dog user who was released from hospital and required a taxi to transport her home. A taxi was ordered by a nurse, but the driver refused the woman service because of her guide dog, despite this being illegal. If the driver had been provided with the proper resources to understand that they are obligated under B.C. law to transport visually impaired people and their guide dogs, these kinds of human rights violations could be avoided.
BCOHRC said it also heard many stories from guide dog users about being refused service at restaurants and cafes. In 2023, the B.C. Human Rights Tribunal ruled in favour of a visually impaired guide dog user who was discriminated against on the basis of her disability while trying to access service at a cafe. The interaction was described as demeaning and created a lasting impact on the guide dog user. Despite the Tribunal’s ruling, misinformation about the rights of guide dog users and discrimination in the service industry continue.
“Being aware of the rights of people who use service and guide dogs is important to preventing discrimination against people with disabilities in our province,” said Govender. “We want to support people working in the service industries by providing tools and clear information on human rights. By listening to both the needs of guide and service dog users and to the perspectives of servers and drivers, my Office has created practical, easy-to-use resources. Education is key to ensuring compliance with B.C.’s Human Rights Code—and ultimately to creating a more equitable world for all.”
Mohan Kang, President, B.C. Taxi Association, said: “Ensuring guide dog and service dog users have access to transportation and that drivers feel confident in their knowledge of how to accommodate guide dog and service dog users is of utmost importance. That is why it is so valuable to have these resources to educate drivers on human rights laws and how it impacts their work. The educational materials offer clear information on the rights of guide dog and service dog users and will help drivers provide professional and equitable service for all customers.”
Gillian MacGregor, Human Resources Specialist, British Columbia’s Restaurant and Foodservices Association, said: “Having resources to help hospitality providers identify and accommodate service dog users will have a huge impact on our industry. Restaurant operators have health inspectors on one side saying, “dogs aren’t permitted” and people using service dogs on the other side of them saying, “my dog must be permitted.” Training for their staff and clear understanding of the rules will be a huge help. The hospitality industry wants to do the right thing, but often doesn’t know quite what the right thing is.”
Resources can be found or requested via BCOHC’s website at bchumanrights.ca/guide-dogs
