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Email to Upper Management
Use this template for a swift, documented follow-up after an access denial; or in combination with the "Formal Letter" template
Subject: URGENT: AODA Violation / Denial of Access for a Service Animal User at [ Store/Location Name ]
To the Management of [ Business Name ],
I am writing to formally report a violation of the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code that occurred at your establishment.
On [ Date ] at approximately [ Time ], I attempted to access your location at [ Address ] accompanied by my Service Animal.
[ SELECT THE CIRCUMSTANCE THAT APPLIES AND DELETE THE OTHERS: ]
[ Option A: Denied Entry Completely ] I was explicitly denied entry by [ Name/Description of Employee ], who stated that animals were not allowed on the premises, disregarding my rights as a Service Animal User.
[ Option B: Asked for Invalid Certification ] I was stopped by [ Name/Description of Employee ] who demanded a "training certificate" or "ID card." Under Ontario law, this documentation does not exist and cannot be legally required. I offered my valid Medical Letter from a regulated health professional, but it was dismissed.
[ Option C: Harassed / Questioned about Disability ] I was granted access, but subjected to inappropriate and illegal questioning by [ Name/Description of Employee ] regarding my specific medical diagnosis and the tasks my animal performs, which is a violation of my medical privacy.
Under O. Reg. 165/16 s. 80.47 (2), obligated organizations must allow persons with disabilities to be accompanied by their Service Animal. A letter from a regulated health professional is the only legal proof required (O. Reg. 165/16 s. 80.45 4(b)).
I trust that you will treat this matter with the seriousness it deserves. Please review your AODA compliance protocols and ensure your staff are immediately retrained on Service Animal access rights. I request a written response outlining the steps you will take to rectify this situation by [ Date - usually 7 days from now ].
Sincerely,
[ Your Full Name ] [ Your Email / Phone Number ]