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Complaints

Level of Service

Railway companies must provide adequate and suitable accommodation for the carriage of traffic. A shipper may file a complaint with the Agency if it feels that a railway company is not providing such service. If the Agency determines that the railway company has not met its service obligations, it can order the railway company to fulfill those obligations in a manner and within a time period the Agency deems proper.

If the Agency determines that rail service is inadequate on a grain dependent branch line, instead of ordering service to be improved, the Agency may order that the railway either grant running rights to another railway or place the line on its list of lines it intends to stop serving. If the Agency orders the latter, a short line railway or government then have the opportunity to purchase the line and continue operating it.

For more detailed information on the complaint process and the Agency's responsibilities regarding rail complaints, please refer to What you need to know and more particularly the section titled Relevant Sections of the Agency's General Rules.

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To file a complaint please contact:

The Secretary
Canadian Transportation Agency
Ottawa ON
K1A ON9

Fax: (819) 997-6727