Privacy Statement

Information submitted to this eServices Portal 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 information to this eServices Portal, 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 the complaint in a manner that respects the provisions of the Act and Privacy regulations. If you do not provide all of the required information in the eServices Portal, the Agency will not be able to begin processing the complaint.

We want to protect your privacy, so please do not include sensitive personal information not relevant to the complaint.

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 the complaint resolution office and in Agency decisions published on its website, the Agency will refer to individuals using the personal pronouns submitted in the eServices Portal.

Retention of your information

Our online eServices Portal uses a secure method to encrypt and send your information electronically to the Agency. The Agency securely stores the information 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 otc.aiprp-atip.cta@otc-cta.gc.ca, by calling 819-953-9933 or by writing to: Access to Information and Privacy Coordinator, 60 Laval, Gatineau, Quebec, 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 info@priv.gc.ca or by telephone at 1-800-282-1376.