Service animals

New policy

On July 4, 2019 Waterloo created a new Service Animal Verification policy. This policy provides a standard process for verifying persons with disabilities’ accessibility with service animals so that all University of Waterloo members are treated fairly, equitably and consistently, while adhering to legislative requirements with respect to the Accessibility for Ontarians with Disabilities Act (AODA), and the Ontario Human Rights Code.

Procedures within this new policy apply to all individuals interacting with the University, and include:

  • Steps for service animal verification
  • Roles and responsibilities for:
    • The requestor
    • University representative
    • AccessAbility Services
    • Occupational Health
    • The AODA Specialist
  • Terms and definitions
  • Appeal and discipline
  • Appendices

Commitment and responsibilities

  • Waterloo Library is committed to welcoming people with disabilities who are accompanied by a service animal
  • We will ensure that all staff dealing with the public are trained on this new policy, and how to interact with people with disabilities who are accompanied by a service animal
  • We will ensure users of service animals are aware that they are responsible for maintaining control over the service animal at all times, and hold them responsible for any damages caused by the service animal
  • We will ensure service animal users and staff are aware that the University of Waterloo's Senate Policy 32, which prohibits pets from all campus buildings, does not apply to service animals

How to recognize a service animal

  • A service animal is any guide, hearing, or signal dog or other animal individually trained to assist a person with a disability
  • Service animals may provide mobility assistance, fetch, pull a wheelchair, or push an elevator button; a seizure response animal warns a person of an impending seizure and/or provides aid during a seizure
  • The most common service animals are dogs, but lately, other species such as monkeys, ferrets, or miniature horses, are used to provide support
  • Under the Customer Service Standard, an animal is a service animal if it is readily apparent that the animal is used by a person for reasons relating to his or her disability, such as wearing a harness or a vest, the way most service animals are identified
  • Under the new Service Animal Verification Policy, a Service Animal Verification (SAV) card can be used to verify the animal with the user is a support animal, not a pet
  • Alternatively, the user may have a letter from a regulated medical professional verifying that the animal is required for reasons relating to his or her disability — documentation can be provided by:
    • A member of the College of Audiologists and Speech-Language Pathologists of Ontario,
    • A member of the College of Chiropractors of Ontario,
    • A member of the College of Nurses of Ontario,
    • A member of the College of Occupational Therapists of Ontario,
    • A member of the College of Optometrists of Ontario,
    • A member of the College of Physicians and Surgeons of Ontario,
    • A member of the College of Physiotherapists of Ontario,
    • A member of the College of Psychologists of Ontario,
    • A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

How to interact

  • Pay attention to the owner, not the service animal
  • Avoid petting or talking to a service animal; the animal is working and must not be distracted from its tasks
  • If the animal is off harness, request permission before petting or talking to it
  • Do not request that the animal be left in a different location, such as outside an office

Procedures

  • Service animals are permitted on campus in harness or with identification in the form of a SAV card or medical certification that the user must carry
  • Pets are not allowed in buildings on campus
  • If it is not readily apparent that an animal in the Library is a service animal, you may ask if the animal is a service animal
  • It is also appropriate to ask what services the animal provides
  • You cannot ask questions about a person's disability
  • If necessary, e.g. if the animal is not in harness, indicate that only service animals are allowed in the Library, and ask for a SAV card or certification
  • If a SAV card or certification is unavailable, you may request that the animal be removed from the building
  • The user must be in control of the service animal at all times
  • Users are also responsible for any damages caused by the service animal
  • In a workshop or event, if someone is severely allergic to the service animal, it is best to separate the individuals.

Resources