What to Say: Service Dog Access Scripts
Being questioned or stopped because of a service dog often happens without warning — at a restaurant entrance, inside a shopping mall, or while boarding public transit. In those moments, it can be hard to remember what the law says or how to respond clearly and calmly.
This page offers practical, real-world scripts you can use when service dog access is challenged. They’re written to help de-escalate situations, protect your privacy, and communicate your rights respectfully. These examples are for general educational guidance and are not legal advice, but they’re designed to give you language you can rely on when it matters most.
Restaurant entrance – first challenge
“This is my service dog. Under Canadian accessibility laws, service dogs are allowed in restaurants. I’m happy to answer any permitted questions.”
Asked for certification or papers
“In Canada, there isn’t a national certification requirement. Businesses are allowed to ask limited questions, but formal papers aren’t required.”
Asked what the dog does
“My service dog assists me with a disability-related task. That’s all I’m required to share.”
Mall or store security stops you
“My service dog assists me with a disability-related task. That’s all I’m required to share.”
Mall or store security stops you
“My service dog assists me with a disability-related task. That’s all I’m required to share.”
Employee says “no pets allowed”
“I understand your policy for pets. Service dogs are different and are legally permitted in public spaces under accessibility laws.”
Staff claims allergies or fear
“I understand concerns can come up. In most cases, accessibility laws require accommodation for both parties rather than denying access outright.”
Transit driver or staff questions access
“This is a service dog. Under Canadian accessibility standards, service dogs are allowed on public transit.”
Being denied access outright
“I’d like to clarify the reason for denial. Service dog access is protected, and I’d prefer to resolve this respectfully.”
Escalating to a manager
“Could we involve a manager or supervisor? Service dog access is a legal accessibility issue, and I’d like to clear this up.”
Leaving but preserving the record
“I’m going to step away for now, but I’ll be following up about this access denial. Thank you for your time.”
When staff say “only guide dogs allowed”
“In Canada, service dogs aren’t limited to guide dogs. Service dogs for other disabilities are also legally protected.”
Asked to sit outside or in a corner
“I’m happy to be respectful of the space, but being isolated isn’t required. Service dogs are permitted anywhere the public is allowed.”
Staff insists on calling head office
“That’s fine. While you check, service dog access is protected, so I’ll wait here.”
Told the dog must wear a vest
“Vests aren’t legally required in Canada. Some handlers use them, but access doesn’t depend on visible gear.”
Security claims “private property rules”
“Even on private property open to the public, accessibility laws still apply to service dog access.”
Being filmed or photographed
“I’m asking that you not record me. This is a service dog access issue, and I’d like to handle it respectfully.”
Employee says “we’ve had bad experiences”
“I understand concerns can come from past experiences, but service dogs are individually trained and legally protected.”
Asked to prove a medical condition
“I’m not required to disclose medical details. The law protects access without sharing personal health information.”
When the situation is resolved
“Thank you for taking the time to check. I appreciate you working through this with me.”
Following up later (email or complaint)
“I’m reaching out regarding a service dog access issue on [date]. I’m hoping to clarify policies so this doesn’t happen again.”
Disclaimer
This page provides general educational information about service dog access in Canada. It is not legal advice and does not replace guidance from a lawyer, human rights commission, or official government source. Laws and interpretations may vary by province or territory.