Restaurants Q&A

Food, drink and guide dogs

Why does Guide Dogs think there is a problem with pubs and restaurants? Over the years we have been contacted many many times by guide dog owners who have been refused access to restaurants, pubs, cafes and the like. These calls have continued to come in despite the introduction of the Disability Discrimination Act and the exemption from the usual health and safety rules granted to guide dogs by the Institute of Environmental Health Officers.

Is the problem national or localised? This is a problem which affects guide dog owners throughout Great Britain and Northern Ireland.

Aren't pubs and restaurants covered by the Disability Discrimination Act? Yes they are, but many proprietors don't realise their responsibilities under the Act.

What about the rights of landlords to have whoever they want into their pubs etc? Proprietors need to balance their right to choose who they serve with their responsibility not to discriminate against specific sections of the population. Just as they are prevented by law from discriminating against women and people from minority ethnic communities, refusing to serve someone because of their disability is unacceptable. For some time now, the Disability Discrimination Act has been in effect. This says that providers of goods and services cannot refuse to provide those goods or services to people because of their disability and cannot provide a worse standard of service either. The law says that they need to make reasonable adjustments if what they provide is inaccessible to disabled people. Refusing to provide a service to a blind or partially sighted person because of their guide dog is discrimination on the grounds of disability, the guide dog is an essential mobility aid without which the guide dog owner cannot retain their independence. Not abiding by the Disability Discrimination Act could result in a business being taken to court and having to pay hefty financial penalties.

What about dogs leaving hair and dirt on the seats or ripping fabric? Guide dogs are trained to sit on the floor next to their owners. They will not be allowed to sit on the furniture, so hair and tears shouldn't be a problem.

Won't dogs get in the way? Guide dog owners are taught to ensure that, when their dogs sit or lie next them, they are not blocking routes through premises. If routes are blocked, asking the owner to move the guide dog out of the way will solve the problem.

What about health and safety, dogs and food? Guide dogs are exempted from the usual rules governing the presence of dogs in areas where food is prepared. This is as a result of the extensive and high quality training they receive, as well as the high standards of grooming, and the exemption has been granted by the Institute of Environmental Health Officers.

What about people with a religious objection? Some people do have genuine religious objections to having dogs on their premises, but they are in a very small minority and guide dog owners are urged to be sensitive to these beliefs.

Are there any instances when a pub or restaurant owner is entitled to refuse the guide dog? Refusal to serve an owner could not be based on the person's disability. If a guide dog is filthy (ie covered in mud) or is badly behaved, it may be reasonable to ask its owner not to bring it onto the premises. However, the likelihood of a guide dog behaving badly is virtually non-existent .

What does the campaign involve? The main aim is to help put an end to discrimination against guide dog owners and other disabled people. The law supports this approach, as do other initiatives such as that of the Institute of Environmental Health Officers. So its not a change in the law that's needed, but in people's attitudes and that is largely a case of spreading the word that discrimination is illegal and that, far from this being a problem for businesses, it is actually an opportunity. An opportunity to think about how businesses can meet the needs of disabled customers, particularly guide dog owners, and in doing so, increase their customer base - disabled people make up over 10% of the population and do spend money.

What can restaurateurs/publicans do to make GDOs feel welcome?

• Welcome the guide dog owner and introduce yourself as quickly as possible. They might appreciate guidance to a table.
• Briefly explain the layout of the room and take their order at the table.
• Provide menus in Braille, or be prepared for a member of staff to read out the menu and describe the dishes.
• Don't feed or pat the dog, guide dogs are specially trained to be in restaurants and bars and should curl up under the table. But it would be appreciated if you could provide a bowl of water.
• Offer help when settling the bill, the guide dog owner might need help.
• Display our guide dog sticker.

Have any cases of such discrimination gone to court? Yes, a number of cases have gone to court, with more in the pipeline. Generally, defendants have chosen to agree an out of court settlement, but this has still cost them hundreds, sometimes thousands, of pounds.

What else is Guide Dogs doing as part of the campaign?
We have set up a Freephone Hotline (08000 131717), voiced by actors Kevin Whately and Maddie Newton, which outlines the situation regarding guide dogs the law and health and safety. The number has been printed on a credit card sized card which guide dog owners will carry. If they encounter refusals, they can show the card and ask them to ring the given number. There are also stickers with a 'guide dog welcome' message for restaurants and bars to display in their window.

A nationwide survey has been carried out covering 500 establishments in nine cities across the UK. The results of this survey are available on our web site.