The upgraded service plan was in response to a case of animal neglect that occurred at the Wonderful World of Pets, Pet Safari’s tenant pet shop, where a poodle puppy returned by a dissatisfied buyer had been left to die without medical attention (The Star, Aug 24). Ng Whye Hoe, Pet Safari’s managing director, promised to investigate the case and take action to insure such mismanagement would not occur again.

Subsequently, Ng and his colleague Shameem Abdul Rahman brainstormed with a nearby veterinary clinic, Damansara Animal Centre, to come up with new guidelines to prevent such abuse in the future.

The first stage comes even before a sale is made. A veterinarian from the Damansara Animal Centre now makes a daily visual inspection of the puppies and writes a report on their condition, noting cage size, behaviour, and the physical conditions of the animals. Any puppy with a health problem will be removed immediately from display.

However, the clinic has no authority to force the Wonderful World of Animals to send the dog for treatment. That remains up to the pet store and its director, Lewis Tan.

The next stage in the plan comes when a puppy is sold. Several staffers at Pet Lover’s Centre, the pet supply store, have been trained to teach new owners the basics of pet ownership. This includes a checklist of items a puppy needs, and vouchers for discounts and services, including obedience training, grooming and medical care. The buyer and the puppy are walked through the premises. The first stop is Pet Lovers Centre, where the owner is advised about initial handling, feeding, exercise, training etc. Next, the puppy and his new “parents” visit the grooming salon to learn about the dog’s grooming needs. Finally, the guide takes the owners to the clinic, where the puppy is given a basic check-up.

The new owner is also given a voucher for a more comprehensive health check, to be redeemed within three days. The vets will make three follow-up calls to the owner, on the first, third and seventh day after purchase. If during the first five days, the puppy is found to have a congenital defect or a life-threatening virus, the store will make a full refund to the buyer.

Sabrina Yeap, the animal inspector from the SPCA who investigated the case of the dead poodle, is taking a wait-and-see attitude about Pet Safari’s new system. “It is too early to tell whether it is a real change,” she told The Star. “They might do pretty well at first, but then they may let things slide again. I hope they will follow through with the new standards.’’

If Pet Safari’s new system is a success, it will raise the bar for all pet stores in Malaysia and can only benefit dogs and their owners.

Buying a puppy

A puppy is not a car, a TV or a pair of shoes. Even if the puppy is “defective”, most owners will not wish to return him or her once they have bonded. That’s why the buyer must be responsible when choosing a puppy.
Proper research – starting with looking at as many pictures as you can of the breed you have in mind – is essential if you want to avoid future heartache. You should be able to look at a puppy and see for yourself whether he is active, well-developed, sturdy and properly proportioned for his breed. Of course, you must still have a health check by a vet to rule out unseen problems.

The five freedoms

Shameem Abdul Rahman, marketing communications manager of Pet Safari, incorporated a “Bill of Rights” for dogs, based on her experience as a veterinarian nurse in New Zealand, into Pet Safari’s information pack for new owners. Dogs, according to Shameem, must have:
· Freedom from hunger and thirst – this includes an appropriate diet, not just rice or bread, which are not suitable for dogs, and plenty of fresh, clean water at all times.

· Freedom from discomfort – a dog needs shelter from the sun and rain, and a comfortable place to sleep.

· Freedom from illness – this starts with vaccinations and heartworm medication on a proper schedule and includes the right to be taken for treatment at a clinic when necessary.

· Freedom of movement – a dog needs exercise and activity. He should not be chained up or kept in a cage for more than a short time. A daily walk is important for his mental and physical well-being.

· Freedom of speech – dogs must be allowed to express themselves. They bark for a reason. You should never have their vocal chords cut. (One of several non-medical operations which Damansara Animal Centre will not perform.)

One more tip from Shameem: A pet first aid kit is a MUST for every home! Damansara Animal Centre imported a limited number of first aid kits made from Hill’s, which were snapped up at RM80 per unit. They are currently working to develop a version specifically for the Malaysian market, which they hope to sell at a lower price.