Consumer Information for People Considering a Service Dog

Being an informed consumer is your first major step to ensure that your needs are best met by the supplier you select. This information is for anyone who wants:

  • A service dog.
  • Training or evaluation help for a service dog.
  • To become a "puppy raiser" or foster handler.
  • To become a trainer or educator about service dog issues.
  • To donate a dog, funds, or services to a service dog trainer or program.
  • An overview of relevant information about the service dog field.

Consumers usually have many questions about what service are, who can have them, the laws that apply to them, and what they can do to locate the best service dogs for their needs.

First, be sure to read Service Dog Frequently Asked Questions and Basic Information about Service Dogs.

The answers to several additional questions for people considering service dogs follow. The questions are grouped into these categories:

Consumer Considerations

What should I be thinking about if I am getting a service dog?

Researching the field and examining your options are the best way to ensure that your choices for the service dog's appearance, disposition, and working style are compatible with your lifestyle and needs.

Why is the quality of a service dog trainer or program important?

High quality, individualized services from a trainer or program can help ensure that service dogs are well-selected, well-trained and matched appropriately to handlers. Such services also help a handler to develop greater competency working with his or her service dog. These factors will contribute to the successful functioning of the handler and service dog in the home and in the community.

Are there standards for service dog trainers that ensure all trainers are good?

There are no uniform standards or credentialing criteria applied to all service dog trainers. Generally, service dog trainers are self-taught or apprentice with someone else and need only a business license to train service dogs. Anyone can claim to be a professional trainer. Some trainer organizations agree to follow minimum standards, but do not inspect or guarantee the quality of any program. "Certification" of an animal or dog is offered by some trainers, but is not a legal requirement. Without standards for all trainers or all service dogs, "certification" criteria varies from trainer to trainer and is not a guarantee of quality or predictability of animal behavior or performance.

I don't want a service dog for myself, but I want to be involved with a service dog training source as a donor, a puppy raiser, or maybe as a trainer.

Because your name and your support will be associated with the training source, you will want to be informed. You will benefit from the same information as a person who is acquiring a service dog, as discussed on this web site. The questions and answers on this web page will help you to identify the issues that you want answers to before entering into a relationship with a trainer or program.

What factors influence whether a service dog will help a person?

The success of a service dog as a healthcare intervention can be affected by:

  • the competency of the trainer.
  • the competency of the dog.
  • the competency of the handler (the person with a disability who relies on the service dog).
  • the ability of the community to welcome the service dog.
Qualifying and Applying for a Service Dog

How does a person qualify for a service dog?

Trainers each establish their own qualifying criteria. Ask for a copy of the qualification criteria in writing. Some trainers require documentation of a particular degree of disability; others do not. Some trainers will not accept you unless you live alone or have no pets.

Recommendation: Don't give up if you do not qualify for one program – another trainer may have different requirements.

 

Do I have to provide medical or financial records when I apply?

Some trainers require medical and/or financial records. If you are uncomfortable with providing this information, find out:

  • who will review it.
  • what qualifications the reviewer has to interpret the data.
  • how it will be used to determine your eligibility.

If confidentiality is a concern, you might request a written, signed guarantee that your private information will not be shared. Consult with a competent legal service provider for details about such a guarantee.

Is there any source of financial help for the costs associated with getting and keeping a service dog?

Some trainers have scholarship or financial assistance programs. Since service dogs meet health needs, people should investigate whether their medical insurance or entitlement (Medicare, Medicaid, VA benefits) will cover any of the costs. Civic and charitable organizations sometimes provide financial assistance. These organizations can include local:

  • Lions.
  • Elks.
  • Chamber of Commerce.
  • diagnosis-related associations.
  • alumni associations.
  • other resources.

Network within your community and the resources listed on this web site to locate possible funding sources.

The Assistance Dog United Campaign (ADUC) provides financial assistance in the form of vouchers to individuals with disabilities seeking to obtain a service dog/assistance dog from a member program. Information about applying can be obtained by contacting ADUC directly at aducgift@aol.com

Do I need a contract?

Verbal promises can be difficult to prove if a problem occurs. Contracts that assure you of confidentiality and other points listed here can help provide you with some security in this business process. An attorney who has experience in contract law is among the resources that can provide guidance to consumers and trainers.

Are service dogs appropriate for children?

Among the factors that should be carefully considered are:

  • a person's disability-related needs.
  • ability to care for and manage the dog.
  • lifestyle.
  • desire to have a service dog.

See "Service Dogs for Children with Disabilities" for more information. Refer to the list of service dog trainers and training programs and look for those that provide the service "Children." These trainers and programs will train service dogs for children.

Training Programs

How do I know if the program or trainer is legitimate?

Without standards that must be met by all trainers, you are your own best advocate when it comes to evaluating trainers. Don't ignore your consumer instincts. Interview several sources and ask specific questions, such as:

  • Where does the trainer get the dogs?
  • What methods are used to select the dogs?
  • What training philosophies, methods, goals and evaluation processes are used?
  • What background does the trainer have to make him or her competent to assess your disability-related needs? Will the trainer communicate with your healthcare provider (who does have assessment expertise) to make sure the dog will meet your needs without creating additional problems for you?
  • What guarantees of confidentiality will the trainer provide regarding your information?
  • How will the training of the dog be individualized for your needs, now and throughout the working life span of the dog (possibly 10 years or more)? How will your disability needs be assessed and addressed?
  • What is the trainer's placement record – how many dogs are trained, and how many are successfully doing the work for which they were traned after one year?
  • What happens to dogs that fail to complete training?
  • Is there a waiting list to receive a dog? How long must you wait? Does the trainer offer to "move you up" on the list if you pay more money?
  • What are the details of the application process?
  • Is there a system to resolve complaints?
  • Can the trainer advise you correctly about your rights and responsibilities, including stewardship (e.g., licensing, behavior management) and liabilities?
  • What kind of training will you receive as the handler? Is there flexibility for scheduling, personal limitations, etc.?
  • What support system does the trainer offer for the working life span of the service dog? How will the trainer eet your ongoing training needs if your condition changes or if the dog does not work as expected?
  • Can you get a list of references? (Note: You might be only referred to satisfied customers.)
  • Who retains legal ownership of the dog? If the trainer or organization does, why? Does the trainer or organization have the right to repossess the dog? If so, for what reasons? What are the policies regarding the medical treatment and retirement of the dog?
  • Does the trainer offer a contract? If not, how does he or she guarantee his or her services to you? Does the contract state clearly, in understandable terms, the trainer's obligations and your obligations for the dog's training and ownership?
  • What are the costs involved with getting and maintaining the service dog?
  • Does the Better Business Bureau, state or local licensing board, or state Attorney General's office have any omplaints about the trainer or business on record?

How long does it take to train a service dog?

Length of training time varies from trainer to trainer. Many trainers believe that it takes between 4 to 12 months of intensive training to produce a service dog. Reinforcement continues over the dog's lifetime and will be your responsibility. Some trainers train the dog, then bring them to you for an orientation program in your own home, neighborhood and workplace. Other trainers train the dog, then require you to go to their facilities for a period of time so that you can learn to work with the dog. Sometimes an individualized training schedule can be set up. Browsing through a few dog training books will show you that there are many different training philosophies and techniques. You will be responsible for learning to manage your dog's behavior, so be sure that the trainer you select teaches a training method you can understand and use comfortably.

How can I find a local trainer if one is not listed on this web site?

Sometimes local trainers work with service dogs but do not advertise. To find these trainers, network in your community with organizations that often have information about local resources for training:

  • humane societies or shelters.
  • breed or breed rescue clubs.
  • obedience training clubs.
  • Delta Society Pet Partners® in your area.
  • any service dog organizations.
  • the 4-H group.
  • pet supply stores.
  • similar organizations.

Assistance Dogs International, Inc., a coalition of members representing organizations and individuals training & placing assistance (service) dogs, maintains a list of members on their web site.

Remember to check the trainer out to your satisfaction before entering into a contract with him or her.

Is it better to deal with a trainer whose business is nonprofit or for-profit?

Nonprofits and for-profits are business incorporation designations and do not reflect – or guarantee – a business's reliability, ethics or quality. Nonprofits and for-profits may be as small as one person businesses, or may have many employees. Both types of businesses must fund employee wages, office space, overhead, dog acquisition and maintenance costs, and other costs of doing business. Part of a nonprofit's annual budget might include fundraising (development) costs. Sometimes nonprofits are endowed with a base sum of money that is invested, and the interest income is used to support the agency.

One of the main differences between nonprofits and for-profits is that there are income tax breaks for nonprofits, and for the people who donate to them. Nonprofits are bound by guidelines for how they are run. In order to maintain nonprofit status, certain company information (such as the previous year's tax return) must be made available to the public, and certain activities such as lobbying may be prohibited. For more details about the differences between nonprofit and for-profit businesses, consult your local library.

What can I do if I have a complaint about a service dog trainer?

Having a contract that clearly identifies expected services and responsibilities can help to minimize conflicts, but disputes between consumers and trainers sometimes still occur. Licensed trainers are accountable for their business practices. If you have a problem with your service dog or with its trainer:

  • Review your contract and the accepted business practices for licensure in your region to make sure you have reasonable expectations.
  • Document your concerns. Include objective descriptions of the problem, dates and times, names of people involved and other related details, descriptions of all related conversations, and actions taken.
  • Discuss your concerns with the trainer and allow the trainer an opportunity to respond to your concerns. Involve the trainer's supervisor or program director, if applicable.
  • If the trainer is unable or unwilling to respond to your satisfaction, send a copy of your concerns to the trainer via certified registered mail, with a cover letter indicating what you expect to happen and a time by which you expect a response. You will receive a receipt for the letter from the post office indicating the trainer received your letter.
  • Keep written records of all activities related to the complaint. Retain the originals.

If the complaint is not resolved, you can file formal complaints in your city/state and the city/state where the trainer is registered. You can also file complaints with the business licensing agency and the state Attorney General's office. If the trainer is a member of a fraternal organization that responds to complaints about its members (see Fraternal Service Dog Organizations), you can also submit a complaint to that organization, and to the Better Business Bureau (BBB) (NOTE: the BBB is not an enforcement agency, but collects data about business complaints). Consult your local telephone directory for the contact information of the licensing, Attorney General and BBB offices nearest you.

If you think you have cause for legal action against the trainer, contact a competent legal service provider for more information.

What happens to dogs that start training but don't become service dogs?

Some dogs are unable to be trained as service dogs because of health or behavioral reasons. Some of these dogs become companion animals (pets). Each trainer has his or her own methods and policies for determining the suitability of a dog, and for deciding what to do with dogs that cannot complete training.

Some terms that organizations use for dogs that are unable to be service dogs are:

  • Released dogs.
  • Career-change dogs.
  • Retired dogs.
Types of Dogs

Can I choose the service dog I like best?

Although many dogs can be trained to do service work, not all of those dogs are well suited to do the work in public and/or on a reliable basis. Many trainers will not accept your pet. Some allow you to state preferences as to breed, size and other characteristics, but the trainer makes the final selection. An independent trainer might be more able to help you to locate a dog that can meet your needs and appropriate preferences.

Service Dogs and the Law

How do I find out what my state's laws are regarding service dogs?

Laws vary from state to state. Some are in compliance with federal laws, and some are not. Many have been recently revised or are in the process of revision. Find out the current provisions of state laws by contacting your state Attorney General's office. Since the language in state laws varies, you might have to explain that you want the laws that apply to service dogs - guide dogs, hearing dogs, etc. Specify if you need laws that apply to particular situations, such as housing, transportation, etc. When state or local laws conflict with federal laws, the law that provides greater protection for the person with the disability is the law that takes precedence.

How do I find out what federal laws apply to service dogs?

Refer to the Service Dog Access page.

What should I do if I am discriminated against because I have a service dog?

If you think you have been unreasonably prevented from accessing a business' goods and services or feel you have been otherwise discriminated against because you have a disability and are accompanied by a service dog, you can refer to the Service Dog Access page for information on how to document and present your complaint to the service provider. In addition, you can file complaints with appropriate state and federal agencies. If you think a state law has been violated, you can file a complaint with the enforcement agency for that law. Often this is the state Human Rights Commission; you can find out the enforcement agency by contacting your state Attorney General's office. Formal complaints about violations of federal laws can be filed with the federal agency responsible for enforcing the applicable law and with the state agency that enforces nondiscrimination laws (often the Human Rights Commission).

What can I do if my service dog is injured by another animal or by a person?

Federal laws do not address injury to service dogs, but some states and localities have such laws. Additionally, many states and localities have laws about the humane treatment of animals. To find out if your situation is covered by existing law, contact your State Attorney General's office. The law will identify the agency that enforces the law and any recourse you may have under the law.

I need legal help. How do I find it?

You can get legal referrals from your local or state Bar Association. Other sources for referrals include:

  • people you know whose opinions you trust.
  • state's Protection and Advocacy agency.
  • disability advocacy agencies.
  • legal clinics or legal aid programs, often connected with law school.

Specify the type of situation you are dealing with so you can locate an attorney with expertise in that area. Consult an attorney for guidance regarding whether you have additional legal options.

Caring for a Service Dog

How do I find a veterinarian who understands my dog's work-related needs?

It will be important for the veterinarian to be able to address not only your service dog's needs, but also your disability-related needs as they affect the accessibility of his or her services. When you interview potential care providers, discuss how your dog works for you. If you have any ADA needs (accessible parking, alternately formatted materials, etc.), make sure they are available.

Where can I get help if my service dog has to retire, or dies?

Delta Society has information about dealing with this type of loss. Information about Pet Loss and Bereavement, including the bibliography, a list of counselors, support groups and hotlines that are available to help people through the transition of separating from a service dog, are available on this web site. Additional articles are available on the Life with a Service Dog page.

Volunteering

How do I become a puppy raiser for, or donate an animal to, a service dog training organization?

Donors and puppy raisers (people who house and socialize a young dog before it receives specialized training) can follow the same guidelines as people who are evaluating trainers (See "How Do I Know If The Trainer or Organization is Legitimate?").

Refer to the list of service dog trainers and training programs and look for those that provide the service "Take donations." These trainers and programs will accept donated dogs that are appropriate.