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Matthew just wanted to catch a bus but the driver said no for a truly unbelievable reason… now he’s been awarded $10,000

Disabled man awarded $10,000

Bus driver tried to stop him because of support dog

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By PAUL SHAPIRO, SENIOR NEWS REPORTER, AUSTRALIA

Published: 22:39 BST, 1 October 2025 | Updated: 22:50 BST, 1 October 2025

A disabled man has been awarded $10,000 after a bus driver tried to stop him from boarding because of his support dog.

Sydney man Matthew Van Hoek, 29, and his support dog Molly were refused entry onto a B1 bus in the Northern Beaches suburb of Dee Why on March 19, 2023.

The matter was taken to the NSW Civil and Administrative Tribunal, with a decision handed down in favour of Mr Van Hoek on September 26.

Mr Van Hoek was in a wheelchair, with Molly leashed and on his lap, when they attempted to board the Keolis Downer Northern Beaches Pty Ltd (KDNB) operated bus, accompanied by support worker Chelsea Body.

According to court documents, the bus driver initially told Mr Van Hoek and Molly they were not allowed to board the bus.

Mr Van Hoek said the bus driver pointed his finger at Molly as he and Ms Body were about to board the bus and said, ‘That thing is not coming on the bus’.

The tribunal heard Molly was a small, quiet and unobtrusive accredited support dog whose blue and yellow jacket displayed on her body was ‘fairly obvious’.

Mr Van Hoek, Ms Body and Molly went to the back of the queue and waited for all the other commuters to board the bus until they could show the driver Molly’s official support dog papers.

Matthew Van Hoek, 29, with his mum Debbie Van Hoek

The tribunal heard Mr Van Hoek claimed the bus driver ‘reluctantly’ allowed them to board the bus by lowering the disabled ramp but did not offer to help the disabled man board.

However, Mr Van Hoek said the bus driver continued to berate him and Ms Body and even told the support worker she could not sit next to the wheelchair-bound man despite a vacant seat being available.

The bus driver directed Ms Body to the rear of the bus, but she refused and sat next to Mr Van Hoek.

Mr Van Hoek said he and his support worker were embarrassed and left traumatised by the experience.

He told the tribunal he is now reluctant to use public transport, fearing he will encounter the same issue again.

Ms Body also gave a statement, saying ‘Matthew was deeply distressed and was nearly in tears’.

‘He kept asking me why we had to wait until last to board the bus and why I wasn’t allowed to sit with him,’ she said.

‘This incident left Matthew feeling deeply uncomfortable, embarrassed and singled out… verbally attacking his companion animal was unnecessary and distressing for him.

Mr Van Hoek was denied entry to a Keolis Downer Northern Beaches bus like this one (stock image)

Mr Van Hoek was left traumatised after the incident

‘Since that day, Matthew has expressed ongoing anxiety about encountering similar treatment from other drivers and has become noticeably more hesitant and stressed when using public transport.

‘A previously outgoing and cheerful individual, Matthew’s confidence has been affected, and he now displays signs of social withdrawal and increased nervousness in public settings.’

Mr Van Hoek’s mother Debbie Van Hoek, who lodged the disability discrimination claim on behalf of her son, told the tribunal she telephoned the bus company the next day and complained.

Ms Van Hoek also followed up with an email but despite this KDNB said the CCTV from the bus had been overwritten after seven days which was ‘unfortunate’.

KDNB acknowledged Molly was ‘initially delayed’ boarding by the driver; however, the driver permitted boarding after Ms Body identified the dog as a support animal.

However, KDNB denied its driver berated Mr Van Hoek and his carer and claimed the allegation was ‘unsubstantiated following investigation’.

KDNB Mona Vale depot manager Ivan Abrahams gave evidence he spoke to the driver after the incident.

Mr Abrahams also said there was a specific campaign within the company in relation to assistance dogs but admitted he thought such animals only wore blue jackets.

The tribunal ordered KDNB pay Mr Van Hoek and his mum $10,000

‘I haven’t driven buses in a while and that’s what I remember,’ Mr Abrahams told the tribunal.

KDNB also submitted the driver was of a ‘non-English speaking background’ and , ‘there had been some misunderstanding’ but Ms Body said ‘that at all times, she understood what he was saying’.

KDNB also offered to apologise to Mr Van Hoek and invited him to tour the depot, meet drivers and travel on a bus without passengers to ‘gain confidence in taking the bus’.

The tribunal found in favour of Mr Van Hoek and his mum on September 26.

‘We find that there was a refusal of service. Initially, the applicant, Molly and Ms Body were refused permission to board the bus,’ the tribunal stated.

‘The ramp for the wheelchair was not put out as they approached the bus. They were told that they were not permitted to board the bus with Molly, the assistance dog.

‘Eventually, after waiting until other passengers had boarded, the applicant was permitted to board.

‘Nevertheless, the actions of the driver constituted a refusal of service, as they were made to move from the front of the queue to the back of the queue and were unable to board in their turn.

‘This is not just poor customer service, as the respondent contended. It amounts to disability discrimination.

‘[Mr Van Hoek] was required to go to the back of the queue so that others boarded ahead of him, this was communicated to him in a demeaning, humiliating way in front of other passengers.’

The tribunal ordered KDNB pay Mr Van Hoek and his mum $10,000.

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Matthew just wanted to catch a bus but the driver said no for a truly unbelievable reason… now he’s been awarded $10,000

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