Your rights

Handlers have the right to access almost all public places with their certified guide, hearing or assistance dogs.

It is unlawful under the Guide, Hearing and Assistance Dogs Act 2009 to refuse entry or access to:

• public places, including cafes and restaurants, shopping centres and cinemas
• public passenger vehicles, including planes, trains, buses, ferries, taxis and ride-sharing services, and
• places of accommodation, including hotels, motels and short-term holiday rentals.

Refusing access or service to a person with disability accompanied by a certified dog, trainer or puppy carer with a trainee support dog is against the law—penalties apply.

This includes:

• refusing entry or access to a public place, public passenger vehicle or place of accommodation
• separating a person from their certified dog or from other patrons
• charging extra fees or higher rates for accommodation due to the presence of a certified dog.

Exemptions

Exemptions apply to:

• parts of health service facilities, such as in-patient wards, labour wards and procedure rooms
• ambulances
• parts of public places or public passenger vehicles where food is ordinarily prepared, such as a restaurant kitchen.

How to prove your dog is certified

A person can prove their dog is certified by the Queensland Government by:

• showing your handler identity card
• drawing attention to the blue and white badge on the dog's harness that identifies a certified dog.

How to make a complaint

If you have shown your identity card and the badge on the dog's coat and you have still been denied access and want to make a complaint, contact the Guide Hearing and Assistance Dogs Team by email at ghad@qld.gov.au or call (07) 3097 7203.