If you’ve been denied access to an establishment or mistreated because of your service dog, you are not alone! And you are not powerless. The Americans with Disabilities Act (ADA) protects your right to be accompanied by your service dog in public spaces. When someone violates that right, you have legal options. This guide will walk you through the process of filing a complaint and what to expect along the way.
Step 1: Know Your Rights As A Service Dog Handler
Under the ADA, you have the right to take your service dog into most public spaces, including:
- Restaurants
- Hotels
- Retail Stores
- Public Transportation
- Medical Offices
- Government Buildings
Businesses and staff members in these establishments are only allowed to ask two questions:
- Is the dog a service animal required because of a disability?
- What work or task has the dog been trained to perform?
They cannot ask for documentation, demand a demonstration, or inquire about your disability. If you are denied entry, harassed, charged fees, or treated unfairly in any way due to your service dog, that may be a violation of federal law.
Step 2: Document the Incident with Your Service Dog
The more detailed your records, the stronger your complaint. Write everything down as soon as possible:
- Date and time of the incident
- Location (business name, address, city)
- What was said by staff or management
- Witness names/contact information (if applicable)
- Photos or videos, if possible
- Receipts, emails, or messages related to the incident
Even if it feels insignificant, this evidence can make a huge difference!
Step 3: File an ADA Complaint with the US Department of Justice
You can file an ADA complaint with the US Department of Justice online, by mail, or by fax.
Online: Go to the ADA website: https://civilrights.justice.gov/report/
Mail or Fax: Include your name, contact information, and a detailed description of the discrimination. Send it to:
Civil Rights Division
U.S. Department of Justice
950 Pennsylvania Avenue, NW
Washington, D.C. 20530
Fax: (202) 307-1197
If you need help with writing or accessibility, you can also call the ADA Information Line at 1-800-514-0301 (Voice) or 1-800-514-0383 (TTY).
Step 4: Report Your ADA Complaint Locally
In addition to the US Department of Justice, we suggest reporting the incident to:
- Your state’s civil rights office or human rights commission
- Local law enforcement, especially if the situation escalates
- The corporate office of the business, if applicable
- Social media or review platforms – public pressure can prompt accountability
Be honest, clear, and respectful in your communication. You’re not just speaking for yourself! You’re helping protect access for others, too.
Step 5: Know What to Expect
After filing your ADA complaint, the US Department of Justice may:
- Contact you for more details
- Open an investigation
- Mediate with the business
- Refer you to another agency
- Take legal action in serious cases
Unfortunately, not every complaint leads to a formal resolution. But every report helps build a case for broader change.
Justice Speaks Is Here for You
Filing a complaint can feel intimidating, but your experience matters. Justice Speaks is here to support and empower individuals with disabilities who rely on service dogs. If you’ve experienced discrimination, you deserve to be heard. We’re here to help!
If you’re not sure what to do next, contact Justice Speaks. We can walk you through the process, share resources, and make sure you know you’re not alone.
