Auckland Transport has apologised after a passenger was told to get off a bus as their disability assist dog wasn't muzzled.
The complaint arose after an August 2023 incident where Yuchen Zheng was incorrectly advised the dog needed to wear a muzzle on the bus.
Zheng earlier shared the experience with Fair Go, in which police were called and agreed with the bus driver. Zheng was also disappointed no other passengers intervened.
Today, Auckland Transport apologised and said disability assist dogs were allowed to travel on the Auckland public transport network at all times.
Auckland Transport acknowledged it did not meet the standard of service it was striving to provide, and the impact the incident had on Zheng, and said it appreciated Zheng raising their concerns.
Auckland Transport general manager of public transport operations Rachel Cara said the incident reinforced the need for clear guidance and education across the public transport network.
“We apologise for Yuchen's experience and are committed to continuing to improve accessibility and inclusion for all Aucklanders.”
Auckland Transport said since the incident, it had reviewed and clarified its policies on disability assist dogs and continued to work to strengthen accessibility and inclusion.
This included updating customer information, enhancing accessibility requirements in bus operator contracts, progressing actions under an Accessibility Action Plan, and providing additional guidance and training for frontline staff and operators, it added.
Later this year, Auckland Transport said it would also be launching an updated driver training programme that included guidance on disability assist dogs and inclusive customer service.
In the latest installment of Fair Go’s Limitless series, New Zealanders with service dogs share stories of being kicked out or turned away from places they should be able to access. (Source: Fair Go)
Of the changes, Zheng said: “I know accessibility is a long-term issue to resolve and I won't be able to do this alone. I am happy to be working together with AT. I believe we can change this together and I believe through our efforts, things can become a little better than they were.”
Zheng was represented by the Office of Human Rights Proceedings in the complaint. Principal solicitor Nicole Browne said the result highlighted the benefit of good faith mediation processes.
“It has been a privilege to represent Yuchen and to work constructively with Auckland Transport. Accessibility is an essential right guaranteed by the United Nations Convention on the Rights of Persons with Disabilities.
“It is encouraging to see the steps taken by Auckland Transport to enhance accessibility and to ensure an inclusive experience for customers like Yuchen and Echo.”
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