Accessibility complaints

 Do you have a complaint about accessibility?

Use our complaint wizard to find out if we can help and to file your complaint.

 Important notice to parties involved in an adjudication process

Federal Court of Appeal Decision renders all adjudication process submissions public

What this means for you

What types of complaints does the Agency handle?

The Agency's responsibility to resolve accessible transportation problems is limited to circumstances where the problem encountered:

  • relates to a person's disability; and 
  • occurred in the federal transportation system.

The Agency's jurisdiction applies to:

  • air carriers operating within, to, or from Canada;
  • rail, ferry and bus carriers that operate between provinces or territories or between Canada and the United States;
  • airports, rail stations and ferry terminals located in Canada; and
  • services that are integral to the transportation services provided by a carrier or terminal located in Canada.

Who does the Agency consider to be a person with a disability?

Someone with a health-related problem that limits his or her ability to travel or who has difficulties travelling in the federal transportation system. Disabilities include permanent and temporary conditions. For example, senior citizens may be considered persons with a disability if they have a health-related problem that makes it difficult for them to travel.

If the complaint goes to adjudication, the applicant must prove that they meet the definition of a person with a disability according to the Canada Transportation Act.

For more details, read Accessible Transportation Complaints: A Resource Tool for Persons with Disabilities.

What are the responsibilities of service providers?

For persons with disabilities travelling within the federal transportation system, service providers must:

  • ensure that persons with disabilities have equal access to federal transportation services;
  • accommodate persons with disabilities, up to the point of undue hardship;
  • provide accommodation in a manner that respects the dignity of persons with disabilities; and
  • provide accommodation which considers persons’ unique disability-related needs.

 Service providers: What if you're involved in an accessibility complaint?

Accessible Transportation Complaints: A Resource Tool for Service Providers explains the approaches the Agency uses in resolving accessible transportation complaints, and what is expected from you in responding to such a complaint.

What if you encounter a problem?

Sometimes even the best-planned trip can go wrong.

If a problem arises or you have a concern related to your trip, let the transportation service provider know. Often, a discussion is all that is required to fix the problem or address the concern.

If you have tried to resolve your problem with the transportation service provider and aren't satisfied with the result, you may file a complaint with the Agency to initiate one of our dispute resolution processes. 

To learn more about how we resolve accessible transportation complaints, see Accessible Transportation Complaints: A Resource Tool for Persons with Disabilities.

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