During a routine consultation with a client, a case emerged that perfectly illustrates how critical it is to understand a business's obligations toward people with disabilities—even when there seems to be a legitimate personal reason for refusal.
A locksmith came to us with a story. As a child, he was bitten by a dog and required hospitalization. Since then, he says, he's had a deep fear of dogs of any kind. This locksmith runs a shop offering lock services, key duplication, and on-site emergency lockout assistance.
When preparing his accessibility statement for his business, he insisted it should be impossible to allow service or guide dogs inside, even if it meant losing customers. The question was direct: Can a business legally refuse a service dog because the owner is afraid of dogs?
What Does the Law Say?
The answer is unequivocal: no.
Under Israeli law, you cannot discriminate against any person—certainly not someone who is blind—simply because they arrive with a service dog or guide dog. This applies to public places, public transportation, and workplaces alike.
In cases of such discrimination, a civil lawsuit can be filed seeking damages of up to 50,000 NIS without the need to prove injury. In some cases, discrimination against a blind person with a guide dog may even constitute a criminal offense, potentially resulting in a fine.
The message is clear: The law leaves no room for interpretation when it comes to the right to receive services with a service or guide dog.
Who Is Entitled to Enter with a Service Dog?
This right is not limited to people who are blind. The law recognizes a broad range of people with disabilities who require service dogs as part of daily life:
People with Physical Mobility Disabilities
Individuals with diabetes, epilepsy, severe bleeding disorders, life-threatening allergies, or medical conditions causing seizures or fainting, accompanied by a medical alert dog.
People with developmental, intellectual, communication, cognitive, or psychiatric disabilities—including PTSD and those on the autism spectrum—who rely on service dogs for functional support.
People with Hearing Disabilities Assisted by Alert Dogs
The same rules apply to trainers and handlers of service dogs in training, as long as they carry appropriate credentials.
It's important to note that it is illegal to charge any additional fee to a person with a disability simply because they enter a public place or board public transportation with a service dog.
So What Should a Business Owner Do?
When someone arrives with a service or guide dog, the business must provide full and equal service, exactly as it would to any other customer. The business owner's personal fear does not justify refusal.
The solution the business owner must find should be respectful, accessible, and equitable. For example, if the business owner themselves is afraid of dogs, they can have another employee provide the service or seek assistance from a neighboring business—as long as the customer receives full service without any discrimination.
In Summary
This case study highlights an important point: Even when there is a real and understandable personal reason, the law requires that anyone accompanied by a service or guide dog receives full access and service.
True accessibility doesn't depend on the business owner's comfort level. It depends on the fundamental right of a person with a disability to receive equal, professional, and respectful treatment.