A Sydney bus driver has sparked outrage after refusing to allow a passenger with a legitimate assistance dog to board, leaving the man stranded and questioning the training of transport staff.
Matthew Van Hoek, who relies on his support dog Archie for mobility and emotional support, was attempting to travel from Marrickville when the incident occurred. Despite presenting proper documentation for his assistance animal, the driver remained unmoved.
'I felt completely humiliated'
"The driver just kept repeating 'no dogs on the bus' despite me showing him all the paperwork," Mr Van Hoek recounted. "I felt completely humiliated and stranded. Archie isn't a pet - he's my lifeline."
Under Australian law and Transport for NSW regulations, properly certified assistance animals must be permitted on all public transport. Yet this incident highlights what disability advocates call an ongoing problem.
Systemic training failures exposed
"This isn't an isolated incident," said Disability Advocacy NSW spokesperson Sarah Chen. "We regularly receive reports of transport staff failing to recognise legitimate assistance animals. There needs to be better training across the board."
The confrontation left Mr Van Hoek waiting for over an hour until another bus arrived. The second driver, he noted, had no issue welcoming both him and Archie aboard.
Transport authorities respond
Transport for NSW has confirmed they are investigating the matter. "We take accessibility very seriously and are looking into this reported incident," a spokesperson stated.
Meanwhile, Mr Van Hoek hopes his experience will lead to improved training. "No one with a disability should have to face this kind of discrimination. Proper training could prevent others from experiencing the distress I went through."
