Accessibility Complaints About Transportation Services

Provided by: Government of Canada - Canadian Transportation Agency - AKA: CTA
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Service Description

Helps with complaints related to a person's disability that occurred while travelling on the national transportation system. Includes:
  • Airlines 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
  • Services that are integral to the transportation services provided by a carrier or terminal located in Canada
Complaints are assessed and may be dealt with through facilitation, mediation, adjudication or arbitration.

Information

Eligibility:
Open to anyone who has a disability. The CTA defines a disability as "any impairment, including a physical, mental, intellectual, cognitive, learning, communication or sensory impairment - or a functional limitation - whether permanent, temporary or episodic in nature, or evident or not, that, in interaction with a barrier, hinders a person's full and equal participation in society."
Fees:
No fees
How to Access:
Individuals should first try to reach a resolution with the transportation provider and allow the provider 30 days to reply * Complete webform or call if assistance is required
Documents Required:
Supporting documents such as: Tickets * Claim forms * Receipts of expenses for reimbursement * Medical documentation * Any correspondence with transportation provider
Program Hours:
Mon:9am - 6pm
Tue:9am - 6pm
Wed:9am - 6pm
Thu:9am - 6pm
Fri:9am - 6pm
AST phone hours
Program Phone Numbers:
Language:
English * French
Website:
https://otc-cta.gc.ca/eng/accessibility-complaints-about-transportation-ser(...)
Coverage Area:
Canada

Service Locations & Contact Info