Personal Reflection

Not every negative experience needs to become a formal complaint.

How would you decide whether an Assistance Animal incident was worth pursuing, and what outcome would you actually want from making a complaint?

Consider factors such as:

• the seriousness of what occurred;
• whether it could happen again;
• its impact on you or your Assistance Animal;
• the evidence available;
• the time and emotional energy involved;
• whether an apology, explanation, refund, education, policy change or another outcome would resolve the matter; and
• when you might need outside advocacy or legal support.