Policies and Procedures

Heart Dogs Australia is committed to providing safe, ethical and professional services for all clients, dogs, volunteers and community partners.

The following policies and procedures support our commitment to animal welfare, positive reinforcement training, privacy, professionalism and community participation.

All participants are encouraged to familiarise themselves with the policies relevant to their involvement with Heart Dogs Australia.

Policies are reviewed periodically and may be updated as programs, legislation and organisational requirements change.

HDA – Client Rights and Responsibilities Policy

Heart Dogs Australia is committed to providing a safe, respectful and supportive training environment for all participants.

Client Rights

Clients have the right to:

• Be treated with dignity and respect.

• Receive services in a safe environment.

• Be provided with clear information regarding training programs.

• Ask questions and seek clarification regarding training recommendations.

• Provide feedback or make a complaint without fear of discrimination.

• Have their privacy respected.

Client Responsibilities

Clients are expected to:

• Treat trainers, volunteers and other participants respectfully.

• Ensure their dog’s vaccinations are current where required.

• Maintain appropriate control of their dog during training activities.

• Advise trainers of any behavioural or health concerns that may impact training.

• Follow reasonable instructions provided by trainers.

• Support the welfare of their dog at all times.

• Conduct themselves in a manner that promotes a positive learning environment.

Heart Dogs Australia reserves the right to suspend or terminate participation where safety, welfare or conduct standards are not maintained.

HDA – Positive Reinforcement and Welfare Policy

Heart Dogs Australia is committed to ethical, welfare-focused dog training.

Our training programs are based on:

• Positive reinforcement.

• Relationship-based training.

• Clear communication.

• Welfare-centred decision making.

• Individualised training approaches.

Heart Dogs Australia does not support training methods that cause unnecessary fear, pain or distress.

The welfare of both dog and handler will always take priority over training outcomes, assessments, certifications or public access goals.

Dogs participating in Heart Dogs Australia programs are expected to be treated with kindness, patience and respect.

Any conduct considered harmful to a dog’s physical or emotional welfare may result in immediate removal from training programs.

Heart Dogs Australia supports responsible dog ownership and the promotion of humane training practices throughout the community.

HDA – Verification and Identification Policy

Heart Dogs Australia may issue identification cards, verification documents, tags, certificates or other recognition materials to eligible teams.

Verification documents are intended to confirm participation, status or recognition within Heart Dogs Australia programs.

Verification materials:

• Remain the property of Heart Dogs Australia.

• May not be altered, copied or misrepresented.

• Must not be used to gain access to areas where access rights do not legally exist.

• May be withdrawn if program requirements are no longer met.

• May be withdrawn if welfare, conduct or training standards are not maintained.

Verification does not replace government accreditation, public access testing, legal certification or statutory requirements where these are required.

Members of the public are encouraged to respect the privacy of handlers and are reminded that personal medical information is private and confidential.

Questions regarding verification may be directed to Heart Dogs Australia through the contact details provided on this website.