Travelling with Guide Dogs and Assistance Animals
Here are some tips to help drivers better prepare for pickups with customers travelling with guide dogs.
Preparing for the Pickup
Stay Professional & Respectful – Guide dogs are working animals, not pets. Always direct communication to the customer, not the dog.
Clear Communication – Ensure your pickup location is clearly communicated. If needed, use the in-app call feature for assistance.
Announce Yourself – When you arrive, greet the customer clearly so they know you’re there. Saying something like, “Hello, I’m your driver from Blue Diamond Transfers” can be helpful.
Vehicle Preparation & Cleanliness
Use a Seat Cover or Blanket – If you’re concerned about dog hair, a washable seat cover or blanket on the floor or seats can help.
Keep a Lint Roller or Small Vacuum Handy – A quick cleanup between trips makes it easy to maintain your vehicle.
Allow Space for the Dog – Guide dogs usually sit at their owner’s feet. Ensure there’s enough room for them to sit comfortably.
During the Trip
No Feeding or Petting – Guide dogs should not be distracted while working. Avoid engaging with the dog.
Drive Smoothly – Avoid sudden stops or sharp turns to ensure a comfortable ride for both the passenger and their guide dog.
Ventilation – If you have allergies or concerns about fur, keep windows slightly open for airflow.
By following these steps, you’ll provide a seamless and professional experience while ensuring a comfortable journey for your customer and their guide dog.
Guide Dogs and Assistance Dogs
Legal Requirements for Drivers
Under Australian law, guide dogs and other certified assistance dogs must be accepted in all vehicles, including taxis, rideshare, and private hire services. It is illegal to refuse a passenger traveling with a guide or assistance dog.
Drivers must not:
Refuse service due to the presence of a guide or assistance dog.
Charge extra cleaning fees for carrying a guide or assistance dog.
Engage with or distract the dog—always direct communication to the passenger.
Failure to comply with these laws can result in significant fines and penalties.
If you have concerns or require further clarification, please contact Operations at 1300 258 847.
