The Agency will conduct periodic surveys to monitor progress on implementing the Code. Throughout the process, the Agency will continue to exercise its authority to deal with individual complaints to determine whether there is an undue obstacle to the mobility of persons with disabilities. If the Agency decides that an undue obstacle does exist, it can order removal of the obstacle. The Agency can also order the service provider to pay for expenses caused by the obstacle. If passengers have had difficulty travelling because of a disability, they can file a complaint with the Agency.
Complaints can relate to the company that operates the transportation service or the terminal.
To make a complaint, write to the Agency and send a copy of your letter to the transportation service provider against whom you are placing the complaint. Rules made by the Agency govern Canadian carriers. However, to ensure that travellers with disabilities are able to depend on certain kinds of help at an airport and on a flight, the Agency works closely with international organizations and similar government bodies from other countries to promote a uniform level of access. The Agency is working toward the adoption of a uniform set of terms and conditions so that travellers with a disability will enjoy the same level of access and service when travelling to and from Canada. In most cases, the airlines have specific policies that outline these services.