Elanor Maxey, 32, expressed her frustration on social media following an argument with an Asda security guard that prevented her from entering.
She told her followers she was banned from the supermarket because she didn’t present a ‘Service ID’ for her working dog.
“Today Genie and I have now been officially banned from every Asda in Britain simply because [I] didn’t present her ‘Service ID’ (something that doesn’t exist),” she wrote on social media.
“I also was asked for my dog licence… something that hasn’t ever existed within my lifetime! They also claim I was rude (it’s all recorded) and breached the Data Protection Act by recording staff.”
In the video she recorded, the security guard informed her that dogs were not allowed and a tense exchange about their rights ensued.
The security guard later tried to grab the camera and asked Ms Maxey to stop recording, which she refused
An Asda representative told Metro Ms Maxey’s ban was rescinded and apologised for the situation.
Under the 2010 Equality Act, it is unlawful to refuse access to a disabled person accompanied by a guide dog or assistance dog
Matt Seymour
“We have apologised to Ms Maxey for her experience at our Bexleyheath store,” the representative reportedly said. “‘This falls short of the welcoming culture we strive for at Asda.
“We are clear that assistance dogs are welcome in all of our stores, and we will be reminding our colleagues of this policy as a matter of urgency.”
It’s not the first time people have faced challenges in UK supermarkets due to their support animals.
Earlier this month, blind BBC journalist Sean Dilley recorded an incident in which his guide dog accidentally entered a Sainsbury’s and was turned away.
In the video posted on social media, he said, “I’ve just been told no guide dog is allowed. The funny thing is my guide dog just went the wrong way.”
“I was going for the crossing, I didn’t even originally realise it was Sainsbury’s but that was disgusting.”
So, what exactly are the laws surrounding service dogs in the UK?
What are assistance dogs?
While guide dogs commonly assist people with visual impairments, assistance dogs also support a wide range of people who may need help in their daily lives.
Rather than being seen as pets, they’re considered ‘auxiliary aids’ specially trained to support their owner.
This includes supporting people who have epilepsy, hearing difficulties, physical disabilities and diabetes.
No law dictates that assistance dogs need a jacket or harness that identifies them. However, many people will ensure their guide/assistance dogs are easily recognisable to people around them.
In the case of Ms Maxey, her dog was wearing an orange jacket that said “assistance dog” on it.
What are the laws for guide and assistance dogs in the UK?
Under the 2010 Equality Act, guide and assistance dogs are allowed in most public places with their owners, including restaurants, banks, public transport and shops.
Aside from the most exceptional circumstances, it’s unlawful for disabled people to be refused access to places when their assistance dog accompanies them.
It can also be very humiliating for the person involved.
Do assistance dogs need ID?
Some assistance dog owners may carry around ID for their support animal, but that’s not mandated by UK law.
If a person cannot present ID for their assistance dog, that doesn’t automatically mean that the animal doesn’t qualify under the 2010 Equality Act.
What should I do if I am turned away from a shop with an assistance dog?
The public and shop staff usually respect and support people with guide and assistance dogs.
If a staff member tries to turn away an assistance dog, you can explain that the dog supports you. Furthermore, politely point out that the dog must be allowed entry under the law.
Assistance Dogs, a coalition of assistance dog charities, says: “If a service provider refuses to deal positively with the issue, you should contact the assistance dog organisation who trained and provided your dog for advice and support.”
