Working together to protect guide dog access

September is Guide Dog Access Awareness Month, an opportunity to celebrate the important role guide dogs play in the lives of people who are blind or partially sighted and to raise awareness about the rights of guide dog handlers.

At Uber, we believe in equal access to transportation for all. For the fourth year in a row, we’re proud to continue our work with CNIB to help prevent and reduce service animal denials and improve the experience for riders travelling with guide dogs and other service animals.

Despite longstanding legal protections, guide dog handlers continue to experience service denials. That’s why our work with CNIB goes beyond raising awareness. Together, we have strengthened the information drivers receive, introduced new tools and support for riders, and advocated for stronger enforcement when denials occur.

Over the past several years, that work has included:

• A mandatory information module for drivers on their legal responsibilities when transporting riders with service animals
• Voluntary Service Animal Self-ID, which gives riders the option to let their driver know they are travelling with a service animal
• Regular reminders to drivers about Uber’s Service Animal Policy and their legal obligations
• A dedicated phone line for riders with service animals to report a trip denial and receive support

These tools are intended to help prevent denials before they happen and make it easier for riders to get support when something does go wrong. 

Accountability when denials happen

It is against the law to discriminate against riders because they travel with a service animal, and Uber does not tolerate discrimination on our platform. Drivers who knowingly deny a rider because of their service animal may lose access to their Uber account.

Ontario also has a new enforcement tool available this year. The Government of Ontario amended Ontario Regulation 950 under the Provincial Offences Act so police officers can issue an on-the-spot ticket with a set fine of $500 when someone denies service to a person accompanied by a guide dog. The change does not create new rights for guide dog handlers. It provides a more immediate way to enforce existing rights.

What to do if you experience a denial

If a rider is denied a ride or faces an issue related to their service animal, like harassment or improper cleaning fees, we encourage them to report the issue through Support in the Uber app so our specialized team can review what happened and take appropriate action.