Self-advocacy is not only about knowing what you want to say.

It is also about having ways to communicate when you are tired, stressed, overwhelmed, non-speaking, under pressure or simply unable to find the right words in the moment.

Many assistance animal access problems happen unexpectedly.

You may be:

• interrupted while shopping;
• challenged while travelling;
• questioned during an appointment;
• stopped by security;
• asked for information you were not expecting to provide; or
• required to respond while already managing your disability and your assistance animal.

It is much easier to advocate effectively when you have prepared useful communication tools in advance.

These tools might be things you say, things you write, things you store on your phone, AAC messages, communication cards, support-person arrangements, or information resources you can hand to somebody else.

WAFA also provides free assistance animal information business cards that credential holders can order and carry with them. These are designed to help with brief public-access interactions by summarising key legal information, providing a QR code linking to the Disability Discrimination Act 1992 (Cth), and directing people to practical explanations, community-language translations and additional resources.

The goal is not to give you a script you must follow.

The goal is to help you develop your own communication toolkit, in formats that work for you.

6.1 There Is No Single “Correct” Way to Communicate

People communicate in different ways.

You may prefer:

• speech;
• writing;
• email;
• text;
• AAC;
• sign language;
• gesture;
• visual supports;
• pre-written cards;
• information resources;
• a support person;
• or a combination of these.

Your preferred communication method may also change depending on:

• fatigue;
• stress;
• environment;
• sensory overload;
• pain;
• time pressure;
• who you are speaking with;
• how complex the information is; or
• how safe you feel.

A person who communicates well in one setting may communicate very differently in another.

This is normal.

Self-advocacy is about finding the method that lets you communicate most effectively.

6.2 Prepare Before You Need It

You cannot predict every access challenge.

But you can prepare for common ones.

Useful tools may include:

• a short explanation of your assistance animal;
• a longer written explanation;
• a communication preference card;
• WAFA assistance animal information cards;
• authoritative legal information saved on your phone;
• a request for written information;
• a boundary-setting phrase;
• a manager request;
• an incident record;
• a reasonable adjustment request;
• a complaint template;
• emergency contacts;
• a support-person plan; and
• links to authoritative assistance animal information.

Preparation is particularly useful if you:

• become non-speaking under stress;
• experience shutdown;
• experience cognitive overload;
• forget words;
• struggle to process spoken information quickly;
• have dyslexia or other language-processing differences;
• become overwhelmed by conflict; or
• simply prefer to think before responding.

Preparation is not a sign that you are bad at advocacy.

It is good advocacy.

6.3 Your Three-Level Explanation

In Module 1, you began developing different ways of explaining your assistance animal partnership.

Now turn those explanations into practical communication tools.

Level 1 — Very Short

Useful where little explanation is needed.

For example:

“This is my assistance animal.”

or:

“My dog is an assistance animal trained to assist me with my disability.”

The goal is to provide only enough information to clarify the situation.

Level 2 — Functional Explanation

Useful where additional information is relevant.

For example:

“My assistance animal is trained to assist with disability-related functional needs.”

or:

“My animal performs trained assistance that helps me manage the effects of my disability.”

You can make this more specific if you choose.

You do not need to provide your entire medical history.

Level 3 — Detailed Explanation

Sometimes greater detail is appropriate.

For example:

• during a workplace adjustment process;
• while arranging university access;
• when planning hospital admission;
• during formal assessment or documentation;
• where specialist advice is being sought.

A more detailed explanation may include:

• functional impact;
• trained assistance;
• practical access needs;
• environmental requirements;
• additional reasonable adjustments.

The important point is that you decide which level is appropriate.

6.4 Keep It Short When Short Is Enough

When challenged unexpectedly, many people provide too much information.

This can happen because they feel pressured to justify themselves.

For example:

“I have three diagnoses, and I was first diagnosed when I was seventeen, and then my specialist said…”

This may be more information than the situation requires.

A shorter response may be:

“This is my assistance animal. What information do you need in order to address the access issue?”

Short communication helps keep the interaction focused.

6.5 Questions Are Communication Tools

You do not always need to provide more information.

Sometimes you need to ask a better question.

Useful questions include:

• “What exactly are you asking me to provide?”
• “Why is that information required?”
• “Which policy are you referring to?”
• “Does that policy specifically address assistance animals?”
• “Could you please show me where that requirement comes from?”
• “Who is responsible for making this decision?”
• “Could I speak with a manager?”
• “Can you provide that to me in writing?”
• “What alternative can you offer?”
• “How can we resolve this?”

Questions shift the burden away from you having to guess what the problem is.

6.6 WAFA Assistance Animal Information Cards

You do not always need to explain the law yourself.

WAFA provides assistance animal information business cards that can be ordered free of charge.

These cards are designed as a practical self-advocacy resource that handlers can carry and hand to:

• staff;
• security;
• business owners;
• transport providers;
• venue managers;
• members of the public; or
• anyone who would benefit from reliable information.

The cards provide a concise summary of the relevant legal framework and include a QR code linking to further information, including:

• the Disability Discrimination Act 1992 (Cth);
• practical interpretation of assistance animal law;
• explanations of common access issues;
• community-language translations; and
• additional resources.

This can be particularly helpful if:

• you are tired;
• you are overwhelmed;
• verbal communication is difficult;
• the person wants something they can read;
• you do not want to debate the law;
• you want the person to access authoritative information themselves.

A simple response might be:

“WAFA has information explaining assistance animal access and the relevant law. You can scan the QR code on this card.”

or:

“This card has a summary and links to the legislation and further information.”

The card is a communication aid, not proof of your disability or proof of an animal’s legal status.

It should not be presented as though carrying a WAFA card is legally required.

Likewise, you are not required to hand one out every time someone asks a question.

It is simply another tool available to you.

6.7 Information Cards Are Not an Invitation to Argue

The purpose of the WAFA card is to make communication easier.

It is not intended to be used as:

• a threat;
• a substitute for assessing the actual situation;
• proof that you are automatically correct;
• a reason to ignore legitimate concerns about behaviour, hygiene or safety.

For example, you might say:

“There may be some confusion about assistance animal access. This card has a summary and links to the legislation if that helps.”

This is very different from:

“Here, read this because you’re breaking the law.”

The same information can be communicated in very different ways.

Choose the approach most likely to achieve your goal.

6.8 Asking for a Manager

Asking for a manager does not need to sound hostile.

You might say:

“Could I please speak with a manager who can clarify this?”

or:

“I think this may need someone with authority to review it.”

or:

“Could you please ask a supervisor to come and speak with me?”

This can be useful when:

• staff are uncertain;
• the decision appears inconsistent;
• the staff member does not have authority;
• you are being repeatedly given incorrect information;
• you want a formal decision.

If useful, you can also offer the WAFA information card to the manager so they can review the information themselves.

6.9 Requesting Written Communication

Spoken communication may not always work well for you.

You may say:

“I need this information in writing.”

“Could you please email that to me?”

“I process written information better than verbal information.”

“Please write down what you are asking me to provide.”

“I would like to continue this discussion by email.”

Written communication can help because it:

• reduces memory pressure;
• gives you processing time;
• creates a record;
• allows you to check information;
• allows you to seek advice before responding.

6.10 Requesting Processing Time

You may need more time than another person expects.

Useful phrases include:

“I need a moment to process that.”

“Please give me some time before I answer.”

“I am having difficulty processing spoken information.”

“Can we pause while I read that?”

“I cannot respond to this immediately.”

“I need to review this before I make a decision.”

You are not required to produce an immediate answer simply because someone asks a question quickly.

6.11 Communication During Overload

Stress can change communication.

You may:

• lose speech;
• repeat words;
• become unable to form sentences;
• become confused;
• struggle to understand questions;
• freeze;
• become unable to make decisions quickly.

It can help to have a prepared message such as:

“I have a communication disability. I need written information and extra time.”

or:

“I am currently unable to communicate verbally. Please read this card.”

or:

“I need my support person to help me communicate.”

These can be stored:

• on your phone;
• in a wallet;
• in an assistance animal pouch;
• as a printed card;
• in an AAC device.

You may also choose to hand the person a WAFA assistance animal information card rather than attempting to explain the legal framework while overwhelmed.

6.12 Communication Cards

A personal communication card can be very simple.

For example:

I communicate differently when I am overwhelmed.

Please:

• speak slowly;
• ask one question at a time;
• give me time to respond;
• provide important information in writing;
• do not assume silence means agreement.

Another card might say:

This is my assistance animal.

I can provide relevant information about the animal if required.

Please do not ask me to discuss private medical information unless it is genuinely necessary.

A communication card should be:

• short;
• clear;
• easy to read;
• relevant to your needs.

A personal communication card and a WAFA information card serve different purposes.

Your personal card explains what you need.

The WAFA card provides general assistance animal information and links to further legal and practical resources.

You may carry both.

6.13 AAC and Alternative Communication

AAC can include:

• communication apps;
• symbol-based systems;
• text-to-speech;
• speech-generating devices;
• communication boards;
• typed notes;
• visual prompts.

If you use AAC, consider preparing common advocacy messages such as:

• “This is my assistance animal.”
• “Please do not touch my animal.”
• “I need more time.”
• “Please provide that in writing.”
• “I want to speak with a manager.”
• “I do not consent.”
• “I want to leave.”
• “Please contact my support person.”
• “I have an information card that explains assistance animal access.”

Having these available can reduce communication pressure.

6.14 Boundary-Setting Phrases

You may need to protect your privacy or personal space.

Useful phrases include:

“I do not want to discuss my diagnosis.”

“That information is private.”

“I can explain the role of my assistance animal.”

“Please do not touch my animal.”

“Please step back.”

“I do not consent to being photographed.”

“Please direct questions to me.”

“I will ask my support person if I need help.”

“I am ending this conversation.”

A clear boundary is often more effective than a long explanation.

6.15 Saying “That Doesn’t Work for Me”

Sometimes an organisation offers a solution that technically sounds helpful but does not actually meet your needs.

You might say:

“Thank you, but that option does not meet my access needs.”

Then explain what you need instead.

For example:

“Waiting outside will not work for me. I need to remain with my assistance animal in the waiting area. Is there another space available?”

or:

“A phone call is not accessible for me. I need this communication by email.”

This keeps the focus on function.

6.16 Clarifying Before You Agree

Do not feel pressured to agree to something you do not understand.

You can ask:

“What does that mean in practice?”

“What happens if I agree to that?”

“Is this temporary or ongoing?”

“Who will have access to that information?”

“Can I have time to consider this?”

“Can you provide the request in writing?”

Understanding the request is part of informed decision-making.

6.17 Preparing for Meetings

Self-advocacy is often easier when planned.

Before a meeting, write down:

Why am I attending?

---

What is the main issue?

---

What outcome do I want?

---

What information do I need to provide?

---

What information do I want to keep private?

---

What questions do I want answered?

---

Do I need a support person?

---

Do I need communication adjustments?

---

Would it be useful to bring WAFA assistance animal information cards?

---

What will I do if the meeting becomes overwhelming?

---

6.18 Bring Notes and Resources

You do not need to remember everything.

Bring:

• notes;
• questions;
• relevant documents;
• legislation excerpts;
• correspondence;
• a timeline;
• a checklist;
• your desired outcome;
• WAFA assistance animal information cards.

You can say:

“I have notes so I don’t forget anything important.”

or:

“I have an information card with links to the relevant assistance animal resources if that would be useful.”

That is entirely appropriate.

6.19 Asking for an Agenda

For planned meetings, you may request:

“Could you please send me an agenda beforehand?”

or:

“Could you tell me what questions will be discussed?”

or:

“Please provide any documents I need to review before the meeting.”

This allows you to prepare rather than being expected to process everything in real time.

6.20 Support Person Planning

If another person attends with you, decide their role beforehand.

They might:

• take notes;
• prompt you;
• repeat questions;
• help with your animal;
• explain your communication needs;
• speak only when you ask;
• help you end the meeting.

You can tell the organisation:

“This person is here to support my communication. Please direct questions to me unless I ask them to respond.”

This preserves your control.

6.21 The “Broken Record” Technique

Sometimes a conversation becomes repetitive.

Rather than providing increasingly long explanations, calmly repeat the key point.

For example:

Staff member:

“Dogs aren’t allowed.”

You:

“This is my assistance animal. Could you please check the assistance animal policy?”

Staff member:

“But we don’t allow pets.”

You:

“I understand. This is my assistance animal. Could you please check the assistance animal policy?”

If useful, you can then add:

“I have a WAFA information card with a QR code to the relevant law and practical guidance if you’d like to look at it.”

This keeps you focused and reduces the risk of being drawn into irrelevant arguments.

6.22 Keep the Issue Separate From the Person

Instead of:

“You are discriminating against me.”

you may initially say:

“I am concerned that this decision may not properly account for assistance animal access.”

Instead of:

“You clearly don’t know the law.”

you might say:

“I think there may be some confusion about the assistance animal requirements.”

You can then offer reliable information without making the interaction personal.

This is not about minimising serious discrimination.

It is about keeping communication focused on resolving the issue where possible.

6.23 When Stronger Language Is Appropriate

Sometimes a softer approach does not work.

You may need to say:

“I do not agree with this decision.”

“I believe this issue needs formal review.”

“Please provide the refusal in writing.”

“I intend to make a complaint.”

“I would like the name and position of the person responsible for this decision.”

Assertive communication can become firmer without becoming abusive.

6.24 Writing an Effective Self-Advocacy Email

A useful self-advocacy email usually includes:

1. What happened

Brief factual description.

2. Why it matters

Explain the access or disability-related issue.

3. What you are asking for

Be specific.

4. What you want next

For example:

• review;
• response;
• adjustment;
• refund;
• apology;
• staff education;
• policy clarification.

5. Relevant documents or resources

Attach or link only what is necessary.

You may include a link to relevant WAFA information or the source reached through the WAFA assistance animal card where this helps explain the issue.

Keep the tone:

• factual;
• clear;
• professional;
• focused on outcome.

6.25 Example Structure

I am writing regarding an access issue that occurred at your premises on [date].

I attended with my assistance animal and was advised that animals were not permitted.

I explained that the animal was an assistance animal but access remained refused.

I am requesting that the incident be reviewed and that you confirm your current assistance animal access policy.

I would also appreciate advice about what steps will be taken to prevent a similar situation occurring in future.

For reference, I have included a link to information about assistance animal access and the relevant legislative framework.

The exact wording should be adapted to your circumstances.

6.26 Avoid the “Everything Email”

When something upsetting happens, you may want to include:

• every previous bad experience;
• every law you have ever read;
• every detail of your disability;
• everything the organisation has ever done wrong.

This can make the central issue harder to identify.

Before sending, ask:

“What does this person actually need to know to respond to my request?”

You can always provide more information later if needed.

6.27 Written Communication Is Also Evidence

Emails and written messages can be useful because they create a record of:

• what you asked;
• what information you provided;
• what the organisation said;
• what outcome was proposed;
• when communication occurred.

This becomes important if the issue later needs formal review.

Module 7 will explore documentation and evidence in more detail.

6.28 Social Media Is Not Always the Best First Step

It may be tempting to post immediately about an access problem.

Sometimes public discussion is appropriate.

But before posting, consider:

• Do I want the organisation to respond formally first?
• Am I sharing private information?
• Am I identifying staff unnecessarily?
• Could posting complicate a complaint?
• Am I still too upset to communicate accurately?
• Do I have all the facts?
• What outcome do I actually want?

A social media post and a formal complaint serve different purposes.

Choose deliberately.

6.29 Communication After the Event

You do not have to resolve everything in the moment.

After an incident, you may be able to communicate more effectively.

You might:

• write a factual timeline;
• check the relevant law;
• scan the WAFA card QR code and review the linked resources;
• seek advice;
• draft an email;
• ask someone to review it;
• identify the outcome you want;
• decide whether you want to complain.

Sometimes later advocacy is stronger advocacy.

6.30 Build a Personal Script Library

You may want to keep a small collection of phrases on your phone.

Possible headings include:

Access

“This is my assistance animal.”

Clarification

“Could you explain the reason for the refusal?”

Policy

“Could you please check the assistance animal policy?”

Information Resource

“I have a WAFA information card with a QR code to the relevant law and practical guidance if that would help.”

Evidence

“What evidence do you require and why?”

Privacy

“I do not want to discuss my diagnosis.”

Processing Time

“I need time to process that.”

Written Communication

“Please provide that in writing.”

Manager

“I would like to speak with a manager.”

Boundary

“Please do not touch my assistance animal.”

Ending the Interaction

“I am ending this conversation and will follow up in writing.”

Emergency

“I need my support person contacted.”

These are tools, not rules.

6.31 Your Communication Toolkit

By the end of this module, aim to have:

• one-sentence assistance animal explanation;
• functional explanation;
• privacy statement;
• communication-needs statement;
• processing-time statement;
• manager request;
• written-information request;
• boundary statement;
• ending-the-interaction statement;
• WAFA assistance animal information cards;
• the WAFA assistance animal resource page saved on your phone;
• one complaint email template;
• support-person plan;
• emergency communication note.

Store them somewhere accessible.

Key Messages

At the end of Module 6, remember:

Speech is not the only valid form of self-advocacy.

You can prepare communication tools before you need them.

Short, clear explanations are often more effective than giving your entire medical history.

Questions can be more useful than arguments.

You can ask for processing time.

You can request written communication.

You can communicate using AAC, cards, text or another method that works for you.

WAFA provides free assistance animal information cards that you can carry and hand to people when reliable information would help.

The WAFA cards summarise key information and provide a QR code to the Disability Discrimination Act, practical interpretation, community-language translations and additional resources.

The WAFA card is a communication resource, not legal proof of assistance animal status and not something you are legally required to carry.

You are allowed to set boundaries.

You can ask for a manager without becoming confrontational.

A support person can assist your communication without taking over your choices.

Written communication can both improve accessibility and create a useful record.

You do not have to resolve every problem immediately.

And most importantly:

Good communication tools reduce the pressure on you to explain everything yourself. Self-advocacy means having options: you can speak, write, use AAC, ask for support, hand someone reliable information, or continue the conversation later in the way that works best for you.