To Whom It May Concern;

Bringing Kadence, our daughter’s autism assistance dog guide, into our family has changed our lives forever. Since February, we have watched our daughter learn and grow in ways that we never thought possible. From simple outings, to walking to the park, to being able to go out in the community, Kadence has made our lives more accessible.

Until this past weekend, the reception from the general public and businesses alike have been nothing but positive. Whereas people might have stared at Bella and kept a safe distance from us in the past, they are now more open to approaching us with meaningful questions about both Kadence and Bella. That is why I was all the more shocked and unprepared by the treatment that we received at Pizza Pizza Ltd. on Saturday, July 25th, 2015 when we were told Kadence could not stay in the restaurant while Bella and our family was about to eat. Since making this incident public, I have received countless notes of support and have connected with many individuals and families that have faced the same plight. This experience has brought a new understanding of the struggles faced by those with service animals in the City of Toronto, and worldwide, on a daily basis. 

In stark contrast with the overwhelming support that we have received from the public has been Pizza Pizza Ltd.’s response. The company’s denial, false statements, insincerity and lack of an apology have made this ordeal more humiliating and embarrassing for my family and I. I cannot begin to express how disappointed I am with how Pizza Pizza Ltd. has handled the situation. Before a proper dialogue can occur the corporation first needs to acknowledge the events that transpired when Pizza Pizza Ltd. staff told us to leave the restaurant immediately as dogs are not allowed. I sincerely hope that the other patrons present that evening who witnessed the incident come forward to corroborate these facts.

I want to make it known that despite what Pizza Pizza Ltd. has claimed on social media about my lack of responsiveness, I had tried to connect with the company several times. During my first conversation with a representative on Monday, July 27th at 10:53am, I was asked to recount my story, and was asked numerous probing questions without a word of empathy or apology. Later that day at 6:24pm, I answered another phone call from Pizza Pizza Ltd. and requested that any further questions or concerns by Pizza Pizza Ltd. be directed to me in writing through email. I have not received any correspondence from the company since.

This ordeal has been extremely stressful and emotionally draining on our family, but I appreciate the support it has brought and the awareness it is raising, not only locally but worldwide. As a mother, I am speaking up because I want to make the world a more accessible and accepting place for my daughter. I want to do what I can to ensure that she is not discriminated against or devalued because of who she is.  It is time that the Accessibilities for Ontarians with Disabilities Act be followed and enforced by the City of Toronto and by all businesses.

Sincerely,

Andrea Haefele