Sick girl’s shopping trip ends in tears as her service dog denied access to Coles store

A SICK girl’s shopping trip with her mother ended in tears when her service dog was denied access to Coles West Gosford.

A Coles supermarket employee denied a service dog entry to a West Gosford store. Picture: Getty

WHAT started out as a quick trip to the shops ended in tears for little Synti Downer, 7, of Point Frederick on the Central Coast last week.

Synti and her mum Debbie were at Coles West Gosford to buy some birthday party goods, accompanied by Synti’s service dog Lilly.

Mum-of-six Mrs Downer said her daughter, who suffers multiple illnesses including anxiety, is accompanied by Lilly everywhere, including the supermarket, for emotional support.

“Lilly is a MindDog and has the same rights to enter shops, cafes and public places as a Guide Dog does,” Mrs Downer said.

Synti — who has had Lilly since May 2014 — has never had a problem until Tuesday when her mum was approached by a Coles staff member, who told her dogs were not allowed in the store.

“We had Lilly on a leash and she had her high-vis vest that clearly has the words ‘service dog’ on it. We never go anywhere in public places without it,” she said.

“I explained to the staff member that Lilly was a service dog and pointed out the vest and she seemed to accept this.

“But a little while later ­another staff member approached and again told us that dogs were not allowed in the store so I once again pointed out the vest and produced Lilly’s ID that states the full access details.

“Because the ID doesn’t specifically say supermarkets, the lady said we would have to leave.

Synti and CareDog Lilly. Picture: Sue Graham

“I was very upset by this point and said I was within my rights and could call the police who would back me up. She then asked me not to get upset.

“She walked away, I got what I needed then headed to the check-out where a manager opened a cash register for me. By this point Synti was sobbing and hugging Lilly and the manager asked if Synti was so upset because they had spoken to me about the dog.

“I wasn’t in a conversational mood at this stage but when he asked me what a service dog was, I again explained and he apologised.”

When she arrived home Mrs Downer sent an email to Coles about the incident and although she has since received an apology by phone, Mrs Downer wanted to speak up as she doesn’t want this to happen again to her or anyone else with a service dog.

She said the family would be dealing with the ramifications of the experience with Synti for weeks.

Coles issued the following apology:

“We sincerely apologise for any inconvenience and concern we may have caused the customer. Coles’ policy is to allow assistance animals to enter the store if it is clearly identified by a collar, coat or harness. Our local team is now fully aware of this policy and has apologised to the customer.”