Accessibility Complaint

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Personal information collection statement
Privacy Statement

Information contained in this form is obtained under the authority of the Canada Transportation Act. The information may be used by the Canadian Transportation Agency to resolve disputes, conduct inquiries, monitor and enforce compliance, develop or update legislation, regulations and conventions, and for reporting purposes.

Your personal information is protected under the federal Privacy Act. By submitting this form, you agree to the creation, collection, retention, disposal, and use of your personal information, including its disclosure to transportation providers, other governmental entities and other parties involved in your complaint in a manner that respects the provisions of the Act and Privacy regulations.

We want to protect you, so please do not include sensitive personal information not relevant to your complaint, including your Social Insurance Number, passport information, personal financial data and credit card numbers.

For more information see personal information bank (PIB): CTA PPU 014 Air Travel Complaints

Inclusivity statement

The Agency is committed to providing dispute resolution services that are inclusive and respectful of gender diversity. Gender refers to current gender which may be different from sex assigned at birth and may be different from what is indicated on legal documents. In communications for the purpose of facilitation, mediation and adjudication, and in Agency decisions published on its website, the Agency will refer to individuals using the personal pronouns provided in the complaint form or application.

Retention of your information

Our online form uses a secure method to encrypt and send your information electronically to the Agency. The Agency securely stores the information in its Corporate Repository and Case Management System, retains it for 10 years upon file closure, and then destroys it, as described in the PIB above.

Privacy inquiry

If you have any questions, comments, concerns or complaints regarding the collection, use and disclosure of your personal information and our administration of the Privacy Act, please contact our Access to Information and Privacy Coordinator by emailing, by calling 819-743-7259 or by writing to: Access to Information and Privacy Coordinator, 60 Rue Laval, Gatineau, QC J8X 3G9.

You may contact us anytime to request access to your information and to ensure that it is accurate. Please use the Personal Information Request Form to contact us.

If you are not satisfied with our response to your privacy concern, you may wish to contact the Office of the Privacy Commissioner by e-mail at or by telephone at 1-800-282-1376.

Applicant Contact Information
Representative Contact Information