The help desk / AU Service Dogs
A little clarity.
A useful next step.
Find the details that matter before you apply, while your information is being reviewed, or when you are ready to check a record.
Getting your application ready
Details, photographs and choosing the right form.
Which form should I use?
Use the record application to submit handler details, your companion’s profile and a portrait for review. For questions about a training direction, use the course collection to choose an option and send an enquiry. A course enquiry does not submit a record application.
What details do I need before I start?
The record form asks for the handler’s first and last name, the animal’s name and breed, and a portrait. Fields marked with an asterisk are required. Phone number, address and the unmarked personal details are optional. Check the spelling of names before sending.
Can I use a photo from my phone?
Yes. Choose a clear JPG, PNG or WebP photo under 5 MB. A well-lit face and an uncluttered background work best. The form lets you position the image and save the crop. You can adjust or replace the portrait before submitting.
Do I have to provide measurements?
No. Colour and measurements are optional. Open the “Colour & measurements” section if you want to include them. Use kilograms for weight and centimetres for measurements.
Review, corrections & record lookup
What the receipt means and where your record fits.
Is my record issued as soon as I send the form?
No. Sending the form creates an application for review. The receipt is your application reference. A record number is created after the team approves the application. Keep a screenshot of the receipt for any follow-up.
What if I notice a mistake or need to change the photo?
Contact the team with your application reference, the handler’s name and a clear description of the correction. If a record has already been issued, include its record number. Ask for the existing application to be checked before sending a duplicate.
How long does the review take?
Review times can vary. Ask the team about your application using its reference number. Any estimated date shown on a receipt is provisional; the application still needs approval before a record is issued.
How do I check an issued record?
Enter the record number from your document in record lookup. If no match appears, check each character and try again. If it still cannot be found, send the team the number for checking. An application reference and an issued record number are different.
Training direction & travel planning
Make plans around the requirements that apply to your team.
What happens when I send a course enquiry?
Your message and contact details are sent to the team to discuss the option you selected. Include your training goals and questions about the published course information. Sending an enquiry does not take payment or confirm a course place.
Does a website record establish assistance animal status?
AU Service Dogs maintains private records. A website listing or card does not itself establish government accreditation or public access eligibility. Section 9 of the Disability Discrimination Act describes assistance animal criteria; section 54A addresses evidence of status or appropriate hygiene and behaviour training. Read the current Australian legislation and check the requirements relevant to your situation.
Can I use my record to arrange a flight?
Treat travel as a separate planning task. Contact your airline before booking and check its assistance dog criteria, application process and the requirements for your route. A record found on this website is not airline approval. Qantas, for example, publishes its own service dog carriage criteria. Our travel planning page is a starting point for preparing your questions.