CATSA's Accessibility Plan

DRAFT 2023/2024 to 2025/2026 Accessibility Plan

Accessibility Feedback Form

General

Mandate

CATSA is an agent Crown corporation, funded by parliamentary appropriations and accountable to Parliament through the Minister of Transport.

Under provisions of the Canadian Air Transport Security Authority Act (the CATSA Act) and within the framework of the Aeronautics Act, CATSA is responsible for providing effective, efficient and consistent screening of persons who access aircraft or restricted airport areas, the property in their possession or control, and the belongings or baggage that they give to an air carrier for transportation at designated airports across the country.

CATSA’s mandate is to prevent prohibited items from entering the civil air transportation system through the systematic application of four complementary security services:

  • Pre-board Screening (PBS): The screening of all passengers and their carry-on baggage and belongings prior to their entry to the secure area of an air terminal building.
     
  • Hold Baggage Screening (HBS): The screening of all passengers’ checked (“hold”) baggage for prohibited items such as explosives, prior to being loaded onto an aircraft.
     
  • Non-passenger Screening (NPS): The random screening of non-passengers such as flight personnel, ground crew and service providers, and their belongings (including vehicles and their contents) entering restricted areas at the highest risk airports.
     
  • Restricted Area Identity Card (RAIC): The system that uses iris and fingerprint biometric identifiers to allow authorized non-passengers access to the restricted areas of airports. The final authority that determines access to the restricted areas of an airport is the airport authority.

As a member of the broader federal government, CATSA is also committed to aligning its policies, programs and practices in ways that support the government’s overall social, economic, environmental and general governance agenda, objectives and priorities. This is undertaken wherever it can be achieved without undermining or compromising CATSA’s core security mandate.

Mission and vision

CATSA’s mission is to protect the public by securing critical elements of the air transportation system.

CATSA’s vision is to be a recognized global leader in aviation security screening, achieved through:

  • Our Service: We use innovative technology and an agile approach to maintain the highest level of security and provide the best possible passenger experience. We deliver value to Canadians with an optimal use of our resources.
     
  • Our People: We attract, cultivate and support a diverse and engaged workforce.
     
  • Our Partnerships: We work collaboratively with our partners toward common goals and interests.
Operating Environment

CATSA relies on highly skilled personnel both at security screening checkpoints, and at its regional offices and headquarters to implement programs, processes, and procedures that help ensure the safety and security of passengers and non-passengers interacting with the Canadian civil aviation system.

CATSA’s service delivery model for screening services entails the contracted engagement of third-party screening contractors to provide certified and dedicated screening officers to carry out screening at the eighty-nine designated airports across Canada.

Key Partners

While CATSA is Canada’s designated national civil aviation security screening authority, aviation security is a shared responsibility. CATSA therefore works closely with air carriers, airport authorities, its third-party screening contractors, and local law enforcement agencies. It also collaborates with a number of other federal departments and agencies, most notably Transport Canada - which regulates civil aviation operations and related security requirements.

The Accessible Canada Act and Associated Regulations

The Accessible Canada Act came into force in July 2019, with an overarching goal of realizing a barrier-free Canada by 2040. Following the coming into force of the Accessible Canada Act, the Canadian Transportation Agency (CTA) published two sets of regulations, which have direct application to CATSA’s operations: the Accessible Transportation for Persons with Disabilities Regulations (ATPDR), and the Accessible Transportation Planning and Reporting Regulations (ATPRR). Employment and Social Development Canada (ESDC) also released the Accessible Canada Regulations (ACR) with direct application to CATSA’s corporate, organizational, and employment practices.

Accessible Transportation for Persons with Disabilities Regulations

The ATPDR require that CATSA have policies, programs, practices and services in place to support the provision of sensitive, inclusive and barrier-free security screening services for persons with disabilities at security screening checkpoints across Canada.

This includes considerations for:

  • Information and communication technologies (ICT), such as making information available in multiple formats and/or compatible with adaptive technologies;
  • Communications, such as interactions with the public;
  • The procurement of goods, services, and facilities;
  • The design and delivery of programs and services;
  • Transportation; and
  • The built environment, including requirements for the physical space, signage, etc.

Accessible Transportation Planning and Reporting Regulations and Accessible Canada Regulations

The ATPRR require that CATSA publish and maintain an Accessibility Plan outlining the organization’s policies, programs, practices, and services that are in place to ensure that persons with disabilities receive the support and accommodations required to undergo the security screening process without barriers.

The ACR require that CATSA publish and maintain an Accessibility Plan outlining the organization’s policies, programs, practices and services that are in place to ensure that CATSA personnel with disabilities receive the requisite support to fulfil the requirements of their positions without barriers.

Both the ATPRR and the ACR stipulate that CATSA engage in a public consultation process for its Accessibility Plan, and that the organization maintain a feedback mechanism for the contents of the plan. This Accessibility Plan combines the planning and reporting requirements set out in the ATPDR, ATPRR and the ACR. Progress reports will also be published.

Accessibility Plan Principles

The objective of this plan is to outline the policies, programs, practices, and services that CATSA has employed and will employ to meet the requirements of the ATPDR, ATPRR and the ACR, the principles of which are that:

  • All persons must be treated with dignity regardless of their disabilities;
  • All persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities;
  • All persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
  • All persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
  • Laws, policies, programs, services and structures must take into account the disabilities of persons, the different ways that persons interact with their environments and the multiple and intersecting forms of marginalization and discrimination faced by persons; and,
  • Persons with disabilities must be involved in the development and design of laws, policies, programs, services and structures.

CATSA’s Accessibility Plan includes an overview of the organization’s existing policies, programs, practices and services, as well as action plans for 2023/24 to 2025/26. The action plans are divided into a number of activity areas as stated in the ATPDR, ATPRR, and ACR namely: 

  • Employment;
  • Information and Communications Technology (ICT);
  • Communications, other than ICT;
  • Procurement of goods, services, and facilities;
  • Design and delivery of programs and services; and
  • Built environment.

The ATPDR sets out requirements to outline policies, programs, practices and services designed to identify, remove, and prevent barriers in transportation used to access CATSA’s services. As CATSA does not provide transportation services as part of its mandated activities, this category is not covered in the organization’s Accessibility Plan.

CATSA will update its Accessibility Plan at least every three years, and will publish progress reports in every year that a full update to the plan is not published.

CATSA engages with its Diversity and Inclusion Network and Workplace Health and Safety Committee to help ensure that its policies, programs, practices and services are designed in consideration of all Government of Canada priorities, including accessibility. These committees were consulted throughout the production of this Accessibility Plan.

Provisions of CTA Accessibility-Related Regulations

CATSA must meet several operational, planning and reporting requirements in response to the ATPDR, ATPRR and ACR. See Appendix A: Provisions of Accessibility-Related Regulations (ATPDR) and Appendix B: Provisions of Accessibility-Related Regulations (ACR and ATPRR) for an overview of regulations that apply to CATSA.

Feedback Mechanisms

Members of the public are encouraged to provide feedback on this Accessibility Plan and/or feedback process, and/or to contact CATSA to request alternate formats of this Accessibility Plan, feedback process, or progress reports, as desired by contacting:

CATSA’s Corporate Affairs Office:
CorporateAffairs.AffairesOrganisationelles@catsa-acsta.gc.ca

CATSA can also be contacted through its website, social media platforms, toll free number, TTY line, in person, or by ground mail.

  • Toll free number: 1-888-294-2202
  • TTY line: 1-833-339-1021
  • Mailing address:
    Accessibility Feedback – Corporate Affairs Canadian
    Air Transport Security Authority
    99 Bank St., 6 Floor, Ottawa, ON, K1P 6B9 .

CATSA must provide any information relating to its Accessibility Plan in alternate formats, upon request. Requests for documentation in braille or audio format must be fulfilled within 45 days of the request. All other requests must be fulfilled within 15 days.

Policies

CATSA has a number of polices in place to ensure the equitable, respectful and barrier-free treatment of passengers1, screening officers and CATSA personnel. This section outlines existing policies, and outlines action plans to ensure that the needs of persons with disabilities are addressed.


For the purpose of this document, “passengers” refers to all people undergoing security screening. This includes non-passengers, as well as service animals and medical equipment.

Current State Overview

Passengers

While CATSA’s internal policies do not apply to the travelling public or to airport and airline personnel, the application of those policies by screening officers and CATSA personnel does impact the passenger experience. Information about specific procedures for supporting respectful and barrier-free security screening for persons with disabilities is contained in the organization’s Standard Operating Procedures (SOPs).

Screening Officers

CATSA’s Accommodation for Screening Officers Policy states that no CATSA policy, procedure, practice or decision relating to the hiring, training or work of screening officers shall discriminate by any reason, including but not limited to, disability. CATSA acknowledges its duty to provide accommodation to ensure that all screening officers have the opportunity to contribute to their full potential, and commits to timely, effective, confidential and consistent mechanisms for responding to accommodation requests made by screening officers. Those accommodations may apply to SOPs, uniform requirements and matters related to training and certification.

In addition to this policy, CATSA has published a number of procedures and supporting documentation to enable effective and consistent mechanisms for accommodations for screening officers, including the:

  • Regional Operations Manual (ROM) s. 8.4 CATSA Accommodation Process;
  • Screening Contractor Manual (SCM) s. 1.5 Screening Officer Accommodation;
  • Standard Operating Procedures (SOP) s.2.3.8 Screening Officer Accommodation; and
  • Screening Officer Accommodation Request Form and Decision Record.

When implementing changes to any of these procedures/documents, CATSA ensures that a review is conducted of all other documentation to ensure harmonization and consistency.

What are the ROM, SCM, and SOPs?

CATSA’s Standard Operating Procedures (SOPs) are a primary reference tool for screening operations. The manual outlines how screening officers must carry out screening operations at Canadian airports to meet CATSA’s mandate, applicable legislation and relevant Transport Canada security regulations.

The Screening Contractor Manual (SCM) is CATSA’s procedural manual for Screening Contractor Management. This reference tool provides screening contractor management with CATSA’s expectations in regards to hiring and training screening officers, as well as checkpoint operation and general responsibilities to ensure that CATSA’s Airport Screening Services Agreements are met.

The Regional Operations Manual (ROM) is a procedural manual for CATSA’s regional employees. This reference tool provides internal CATSA operating procedures to ensure the proper management and oversight of screening operations, as well as other useful information to facilitate day-to-day requirements and interactions.

CATSA Personnel

The Workplace Accommodation Policy states that CATSA recognizes the diversity of its workforce and is committed to ensuring that all employees are able to effectively and efficiently use their skills and experience to contribute to the organization’s performance and operations. Through this policy, CATSA ensures that its work environment is inclusive, non-discriminatory and free of barriers, and maintains effective procedures to respond to requests for workplace accommodation. The policy applies to all existing employees and applicants for positions at CATSA.

In addition to this policy, the organization has published the Workplace Accommodation Procedure to provide instructions related to the process for accommodating employees in the workplace.

Examples of the application of these instruments include: •

  • The opportunity for all CATSA employees to be assessed for ergonomic needs based on any medical requirements or due to a disability or functional limitation; and
  • The opportunity for new CATSA employees to disclose any required accommodation related to a disability or functional limitation, including ergonomic equipment needs, IT software or hardware, as well as options for personal assistance needs while at a CATSA workplace, and options for remote work.

In addition to providing accommodations to support CATSA personnel with disabilities, the organization’s workforce is also dedicated to ensuring that all decision-makers are equipped with the necessary knowledge to ensure that the organization can best support its own personnel, screening officers and the travelling public. To that end, CATSA employees who have been identified as providing services to or communicating with the public, or who have a role in making decisions related to the implementation of policies, programs, practices, and services related to persons with disabilities must complete mandatory training on matters relating to accessibility. As of July 2022, 96% of those required to complete accessibility training in accordance with regulations have done so.


1 For the purpose of this document, “passengers” refers to all people undergoing security screening. This includes non-passengers, as well as service animals and medical equipment.

Action Items 2023/2024 to 2025/2026

1. Employment

Description

Target Audience

1.1

Ensure that all job postings for CATSA positions include language that clearly demonstrates the organization’s commitment to a respectful, equitable, and barrier-free workplace. All job postings will also include information about CATSA’s policy for the provision of accommodations during the interview process and/or following a successful selection process.

CATSA personnel, external candidates, and the general public

2. Design and Delivery Programs and Services

Description

Target Audience

2.1

Develop additional guidance for employees seeking workplace accommodation.

CATSA personnel

3. Built Environment

Description

Target Audience

3.1

Engage in a consultation process with advocacy organizations and other applicable stakeholders in order to:

  • Better understand the needs of persons with disabilities of varying types;
  • Help CATSA to provide recommendations for the physical workplace environment;
  • Ensure that any adaptive technologies or equipment employed to support persons with disabilities is effective; and
  • Reach a more diverse group of candidates for available positions at CATSA.

CATSA personnel

3.2

Conduct an audit of CATSA’s workspace by an expert in the field to identify any physical workplace environment, technological or equipment needs that may ultimately improve the working environment for all CATSA employees of various ability.

CATSA personnel

Programs

CATSA’s corporate activities and front-line operations are comprised of a number of projects and programs that ensure that the organization can meet its mandated responsibilities in a manner that ensures that the needs of all passengers, the screening workforce, and CATSA’s own workforce are met. This section outlines existing projects and programs in place to ensure the equitable, respectful and barrier-free security screening of persons with disabilities at Canadian airports. It also outlines programs and projects in place that support screening officers and CATSA employees with disabilities, as well as action plans for the implementation of new projects and programs for that same purpose.

Current State Overview

Passengers

Oversight Program

CATSA operates a customer service oversight program to ensure that passengers being screened at security screening checkpoints across the country are treated with respect and courtesy, and that the needs of all passengers, including those with disabilities, are being considered throughout the security screening process.

The criteria assessed throughout the oversight process include:

  • Passengers are acknowledged upon arrival;
  • Passengers are assisted/guided through the screening process; and
  • Interactions with passengers are courteous and professional.

Assessment tool – Project Charter

In 2022, CATSA deployed an assessment tool for new projects, including CATSA Trial Plans and Concepts of Operation. This assessment tool allows the organization to identify any barriers to accessibility at the early stages of a project, and therefore improves CATSA’s ability to identify and respond to challenges proactively, prior to deployment. The project charter helps to support positive accountability in the project-management process as it relates to a number of topics, including accessibility. It also includes a specific prompt for engagement with CATSA’s Diversity and Inclusion Network.The project charter form includes prompts for consideration of impacts and effects on:

  • Accessibility;
  • Climate;
  • Official Languages; and
  • Considerations for gender-based analysis plus (GBA Plus).

It also includes a specific prompt for engagement with CATSA’s Diversity and Inclusion Network.

The project charter helps to support positive accountability in the project-management process as it relates to the making assessments related to a number of topics, including accessibility. The medium to long-term objective is to encourage project managers to consider accessibility, climate change, official languages, and GBA Plus at the outset of a project, and to implement innovative, proactive solutions to any address potential inequalities. These processes, procedures and other related initiatives will continue to be formalized over the coming years as part of work on advancing GBA Plus into the decision making process.

CATSA Personnel

Ergonomic assessment program

CATSA’s ergonomic assessment program allows employees to identify and address any necessary accommodations to the working environment that will allow them to fulfill the requirements of their positions without undue barriers. This program is available to all CATSA employees.

Procurement and contracting – office retrofitting

As part of any ongoing or upcoming procurement initiatives, CATSA produces comprehensive Statements of Work (SOWs) which outline the requirements of project plans for external service providers. These services may include construction and workplace design projects. CATSA is currently undergoing significant renovations in its Ottawa headquarters. The organization has included the following considerations and/or requirements in the SOW for the construction project, with accessibility in mind:

  • Building codes; and
  • Accessible Canada Act requirements2.

In order to meet the requirements of the Accessible Canada Act and applicable building codes, CATSA has:

  • Installed new sanitization stations at accessible height range;
  • Constructed new universal change rooms, including neutral space, a barrier free change room, and shower room; and
  • Retrofitted kitchens including accessible counter height and sink access.

The organization has also engaged professional services to assist in determining the best use and design of the remaining available space at CATSA headquarters.

Training for screening contractors and CATSA employees

CATSA maintains an initial and recurrent training program for screening officers with respect to screening passengers with special needs and disabilities. This training program includes: 

  • Proactive language when assisting passengers with disabilities;
  • Providing options for support and accommodations while maintaining a respectful, considerate, sensitive and barrier-free security screening experience;
  • How to screen passengers with assistive devices, mobility aids, service animals, etc.;
  • Recognition of assistive items;
  • How to communicate with passengers with adaptive technologies;
  • Unpacking and repacking baggage and disability-specific considerations; and
  • Scenario-based training.

Supervisors and Screening Contractor Training Representatives are also required to complete training related to passengers with special needs and disabilities, as per regulatory requirements.

CATSA employees in key support roles and those with policy and decision-making authority are also required to complete this training, as per regulatory requirements.


2This applies to all SOWs generated by CATSA. Accessible Canada Act requirements are considered to the extent possible in the built environment of CATSA offices, including its regional offices.

Action Items 2023/2024 to 2025/2026

1. Information and Communication Technology (ICT)

Description

Target Audience

1.1

CATSA will explore different tools and/or methods to improve communications with passengers with hearing loss at security screening checkpoints. This could include cue cards, communications training for SOs, and/or assessing communication technologies that may be used at screening checkpoints.

Passengers

1.2

CATSA will continually review and revise its internal website to ensure that it meets or exceeds all regulatory requirements in order to best serve employees with disabilities. The organization commits to making all information related to workplace accommodations easily accessible on its internal website.

CATSA personnel

1.3

CATSA will continually review and revise its external website to ensure that it meets or exceeds all regulatory requirements. This will be confirmed through an annual audit of the site by an independent third party. This also includes ensuring that information is easily accessible and that processes to submit feedback, including requests for alternate formats, are easy to find.

Passengers

2. Communication, other than ICT

Description

Target Audience

2.1

CATSA will engage in proactive communication campaigns with special interest groups with an interest in accessibility in addition to the information provided on the organization’s public website.

Passengers

3. Procurement of Goods, Services, and Facilities

Description

Target Audience

3.1

CATSA is preparing for new service agreements with third party screening contractors. As part of this exercise, CATSA will examine options to improve the facilitation and experience of passengers with special needs at pre-board screening (PBS) checkpoints.

This will help to ensure that accessibility is a consideration for all parties at the outset of any agreements with Canadian airports, and that the needs of passengers with disabilities are being considered by CATSA and its partners at every level of its business.

Passengers

3.2

Hire an external consultant firm to assess requirements for the physical workplace environment at CATSA’s headquarters and regional offices including consideration for accessibility in the workplace.

CATSA personnel

4. Design and Delivery of Programs and Services

Description

Target Audience

4.1

CATSA will continue to augment its oversight of screening contractors in relation to accessibility to ensure the delivery of barrier-free security screening.

Screening Officers

4.2

Continue deployment of CATSA’s training program for all public-facing CATSA personnel, those in supporting roles, or those responsible for decision-making related to the development and implementation of policies, programs, practices, and procedures related to accessibility.

CATSA personnel

4.3

Continuous review and improvement of CATSA’s internal assessment tool for projects (Project Charter).

CATSA personnel

5. Built Environment

Description

Target Audience

5.1

Hire an external consultant to assess the design/configuration of CATSA’s security screening checkpoints. The results of this assessment will allow the organization to improve the layout of security screening checkpoints and further reduce potential barriers to security screening for persons with disabilities. Where recommendations relate to items under the responsibility of another entity (e.g. airports), CATSA will share with the appropriate stakeholders.

Screening Officers and Passengers

5.2

Ensure that the meeting or exceeding of all required building codes and Accessible Canada Act regulations is a requirement of all contracts related to workplace construction, improvement or maintenance.

CATSA personnel

5.3

CATSA will continually review and revise its signage to ensure that it meets or exceeds all regulatory requirements, in consultation with organizations that represent persons with disabilities.

Passengers

Practices

CATSA employs a number of practices to ensure that all passengers, screening officers and personnel receive the support they require both during the security screening process and in the work environment. This section outlines the practices mandated by CATSA’s SOPs for the security screening of persons with disabilities, as well as any practices that help to support persons with disabilities within the screening officer and CATSA workforces. It also presents planned activities for the improvement and introduction of new practices for persons with disabilities at the operational and corporate levels.

Current State Overview

Passengers

Procedures for the security screening of all passengers, including persons with disabilities, are set out in CATSA’s SOPs. As part of its business processes, the organization reviews and updates its SOPs regularly in order to meet passenger needs in an ever-evolving security landscape.

CATSA’s SOPs provide screening accommodations for various segments of the travelling public, including persons with hearing or vision loss, passengers experiencing reduced mobility, persons using assistive devices or mobility aids, and those with special needs which may not be visible. In addition to the accommodations that are available to passengers at all security screening lines, some PBS checkpoints have designated family/special needs (F/SN) screening lines for persons who require screening accommodation. F/SN lines are designed for passengers requiring additional space (e.g. wheelchairs), time and/or assistance to proceed through the screening process.

The use of F/SN lines is voluntary. If an F/SN line is not available and screening accommodation is requested, then screening officers must direct or escort persons with disabilities to the front of the queue.

CATSA’s procedures for conducting security screening for passengers with disabilities also include provisions for:

  • Specific screening technology (walk-through metal detectors, full-body scanners, etc.)
  • Specific requirements for assisting persons with vision or hearing loss;
  • Persons travelling with medical implants or devices;
  • Persons travelling with mobility aids; and
  • Persons travelling with service and/or support animals.

The organization is also engaging with external partners, including the Government of Canada, vendors and international counterparts, to improve the inclusivity of the security screening process for all passengers.

Action Items 2023/2024 to 2025/2026 Passengers

1. Information and Communication Technology

Description

Target Audience

1.1

CATSA will ensure that all publicly available corporate documents are subject to accessibility verification prior to publication. These documents include:

  • The Corporate Plan Summary; and
  • The Annual Report.

Passengers, Screening Officers, and CATSA personnel

 

2. Communication, other than ICT

Description

Target Audience

2.1

CATSA will continue to maintain a social media presence for the purpose of public outreach. The messages shared with the public through the organization’s social media will help to support barrier-free security screening for persons with disabilities through information campaigns, incorporating accessible formats, when possible and applicable.

CATSA will ensure that all information that it shares on social media is as accessible as possible. The organization will employ closed captions as needed, and will ensure that content is suitable for adaptive technologies, to the extent possible.

Passengers

 

3. Design and Delivery of Programs and Services

Description

Target Audience

3.1

CATSA implements changes to its SOPs every two months. A new step will be added to the SOP development process to assess each procedural change through the lens of accessibility.

CATSA will also conduct a fulsome review of the language that is currently used in SOPs, as well as a review of the content.

Passengers

Services

CATSA offers a number of communication services to its passengers in order to facilitate and improve the security screening experience for all passengers, including persons with disabilities. This section describes the services that CATSA provides to persons with disabilities travelling through Canada, as well as persons with disabilities who are CATSA employees or screening officers employed through third party screening contractors. It also outlines action plans for the improvement of existing services, and/or the implementation of new services.

 

Current State Overview

Passengers

Complaint resolution process

As part of the organization’s commitment to customer service, CATSA offers a complaint resolution program through its Client Satisfaction team. The service provided by this team ensures that complaints received are addressed in an appropriate and timely manner.

The complaint resolution process may involve many areas within CATSA’s workforce, including:

  • The Client Satisfaction team;
  • The Security Operations Centre;
  • The Operations branch, including:
    • CATSA headquarters and regional representatives
    • Screening contractors and screening officers involved in the complaint
  • CATSA’s Legal counsel;
  • Senior management; and
  • Government of Canada partners, as required.

Accessible communication options

CATSA ensures that complaints and communication with the organization can be made using a number of technologies, such as by telephone, mail, electronic mail, social media or through the CATSA website. Communication can be made in the official language of the complainant’s choice, and responded to in accessible formats, including braille.

A second communication-based service that CATSA offers to assist persons with disabilities is its teletypewriter (TTY) line. The TTY line is a communication device used by people who are deaf, hard-of-hearing, or who have speech impairment. It allows them to interact with CATSA’s Client Satisfaction team to ask for information or to submit a complaint, claim or compliment.

The organization has developed internal working aids for CATSA personnel in order to ensure consistency and quality of service for members of the public communicating with the organization.

Supporting Passengers with Disabilities

Prior to the COVID-19 pandemic, CATSA was involved in several initiatives aimed at assisting passengers with autism and special needs.

The 7th Annual Airport Familiarization Day was held in 2019 at the Montreal Trudeau International Airport, in collaboration with CATSA, the Canada Border Services Agency and Air Transat. The goal of this event was to help children with Autism Spectrum Disorders or functional limitations (intellectual disabilities) and their families become acquainted with the process of air travel. More than 300 participants were able to experience:

  • Check-in;
  • Security screening at the F/SN line;
  • Aircraft boarding; and
  • A visit to Canada customs.

CATSA also supported similar events at airports in North Bay, Vancouver, Halifax and Toronto. In North Bay, CATSA, the Jack Garland Airport Authority, and the Autism Services team at Hands worked to provide exposure and practice of airport routines.

CATSA and Garda teams also participated in Open Skies for Autism, which took place at Toronto Pearson International Airport’s Terminal 1 in 2019. Open Skies for Autism is a simulated airport and flight experience designed to help children and adults on the spectrum, as well as their families, familiarize themselves with the entire travel process.

Action Items 2023/2024 to 2025/2026

1. Communication, other than ICT

Description

Target Audience

1.1

CATSA will participate in more familiarization events like Open Skies for Autism and the Airport Familiarization Day in order to improve the security screening experience for persons with disabilities.

Passengers

1.2

Increase public awareness of CATSA’s services for disabled passengers through broadened outreach to target audiences.

Passengers

Consultations

Statement of Intent

CATSA is committed to undertaking a public consultation process that is transparent, accessible, accountable, and inclusive of the broad diversity of Canada. The consultation is open to all Canadians and everyone is invited to share their feedback on CATSA’s three-year Accessibility Plan.

Consultation Objectives

CATSA is committed to involving individual Canadians and organizations in the development, design, evaluation, and long-term adherence to its accessibility plan.

The consultation period will be one month to allow Canadians and stakeholders time to review the plan and provide meaningful feedback.

Through these consultations, CATSA will:

  • Share its three-year Accessibility Plan;
  • Receive feedback on the content of the plan;
  • Raise awareness of the plan both internally and externally;
  • Allow for proposals of new ways it can improve accessibility; and
  • Be held accountable to the action plans and commitments to accessibility regulations within the plan.
Strategic Considerations

CATSA’s Accessibility Plan will be published in a format that meets the requirements for Level AA conformance under the Web Content Accessibility Guidelines 2.1, on the main digital platform CATSA uses to communicate with the public, and in a manner that makes the plan accessible either on the homepage or by way of hyperlink from the homepage.

Process

Consultation with the General Public

CATSA will share its draft accessibility plan on its external website. The plan will be available in both official languages for a period of 1 month. In order to increase public awareness of the opportunity to provide feedback on the plan, CATSA will announce the initiation of the consultation process on its website and social media platforms.

The public will have the option to submit feedback on the plan via an online form available on CATSA’s external website, by calling 1-888-294-2202 (toll-free) or 1-833-339-1021 (TTY), or by mail and in person at:

Accessibility Feedback – Corporate Affairs
Canadian Air Transport Security Authority
99 Bank St., 6 Floor, Ottawa, ON, K1P 6B9 .

Feedback received through CATSA’s external website form will be auto-forwarded to a general e-mail inbox managed by CATSA’s Corporate Affairs team, at CorporateAffairs.AffairesOrganisationelles@catsa-acsta.gc.ca.

Feedback received from the TTY line or by CATSA’s Client Satisfaction team will be sent to the Corporate Affairs team via the general e-mail inbox to consolidate all feedback received in one location.

Consultation with Groups Representing the Interests of Persons with Disabilities

In order to maximize the impact of the public consultation of CATSA’s accessibility plan, the organization will reach out to specific groups representing the interests of persons with disabilities for feedback. These groups will be directed to the plan on CATSA’s external website and encouraged to share the information with their members and networks.

Special interest groups will have the option to submit feedback on the plan via an online form available on CATSA’s external website, by calling 1-888-294-2202 (toll-free) or 1-833-339-1021 (TTY), or by mail and in person at:

Accessibility Feedback – Corporate Affairs
Canadian Air Transport Security Authority
99 Bank St., 6 Floor, Ottawa, ON, K1P 6B9 .

Feedback received through CATSA’s external website form will be auto-forwarded to a general e-mail inbox managed by CATSA’s Corporate Affairs team, at CorporateAffairs.AffairesOrganisationelles@catsa-acsta.gc.ca.

Feedback received from the TTY line or by CATSA’s Client Satisfaction team will be sent to the Corporate Affairs team via the general e-mail inbox to consolidate all feedback received in one location.

CATSA included the following groups in its targeted consultation for groups representing persons with disabilities:

  • Barrier Free Canada
  • Canadian Association of the Deaf
  • Canadian Mental Health Association
  • National Pensioners Federation
  • Canadian Hard of Hearing Association
  • People First of Canada
  • Council of Canadians with Disabilities
  • Spinal Cord Injury Canada
  • Rick Hansen Foundation
  • Autism Ontario
  • COPHAN - La Confédération des organismes de personnes handicapées du Québec
  • Regroupement des aveugles et ambylopes du Québec
  • Réseau québécois pour l’inclusion sociale des personnnes sourdes et malentendantes The Canadian Council of the Blind (CCB)
  • Kéroul

Consultation With CATSA Personnel

CATSA’s accessibility plan will be posted on the organization’s intranet, for internal consultation amongst the organization’s workforce. CATSA’s Communications team will also publish a banner add on the intranet homepage to encourage feedback. CATSA personnel will provide feedback via the same mechanisms as the general public and groups representing the interests of persons with disabilities.

Consultation with Screening Officers

CATSA’s Operations branch will collaborate with Screening Contractors and inform them of their responsibility to inform Screening Officers of the opportuinity to consult on CATSA’s accessibility plan. Screening officers will be directed to the plan on CATSA’s external website, and will provide feedback via the same mechanisms as the general public and groups representing the interests of persons with disabilities.

Feedback

CATSA is required to participate in internal and external consultation processes for the production of the Accessibility Plan.

Members of the public may provide feedback on:

  • The contents of the Accessibility Plan;
  • The manner in which CATSA is implementing its Accessibility Plan;
  • The barriers encountered by persons interacting with CATSA; and
  • Any other matter in regards to this plan and associated regulations.

Members of the public may also contact CATSA for the purpose of:

  • Proposing new ways to improve accessibility; and
  • Holding CATSA accountable to the action plan and commitments to accessibility within the Accessibility Plan.

CATSA will allow feedback to be provided by mail, telephone, e-mail, in person, and any other means used to communicate with the public; acknowledgement of receipt will be included in the process, and will be provided in the same manner as the feedback was received, unless requested using a different channel or format. Feedback may be provided anonymously, in which case acknowledgement of receipt will not be issued.

Members of the public are encouraged to provide feedback on this Accessibility Plan and/or feedback process, and/or to contact CATSA to request alternate formats of this Accessibility Plan, feedback process, or progress reports, as desired by contacting:

CATSA’s Corporate Affairs Office at CorporateAffairs.AffairesOrganisationelles@catsa-acsta.gc.ca

CATSA can also be contacted through its website, social media platforms (Facebook and Twitter) , toll free number, TTY line, in person, or by ground mail.

  • Toll free number: 1-888-294-2202
  • TTY line: 1-833-339-1021
  • Mailing address: Accessibility Feedback – Corporate Affairs
    Canadian Air Transport Security Authority
    99 Bank St., 6 Floor, Ottawa, ON, K1P 6B9 .

As part of the feedback loop, CATSA will also review and take lessons from passenger complaints related to accessibility, or made by persons with disabilities where the complaint relates to their experience as a result of their disability.

Recognizing the requirement to report on progress, CATSA will ensure information is shared internally and publicly that demonstrates how feedback was taken into consideration.

 

Appendix A: Provisions of Accessibility-Related Regulations (ATPDR)

 

Section

CATSA’s Obligations under the Accessible Transportation for Persons with Disabilities Regulations (ATPDR)

General Information – Alternative Formats

s. 4

When CATSA makes information available to the public about any transportation-related service or facility, CATSA must ensure that:

  • If the information is made available in an electronic format, the format is compatible with adaptive technology that is intended to assist persons with disabilities;
  • If the information is made available only in a paper format, it is made available, on request, in large print, in Braille or in an electronic format;
  • If the information is made available in an audio format, it is made available, on request, in a visual format; and
  • If the information is made available in a visual format, it is made available, on request, in an audio format.

When a request is made, CATSA must provide the information in the requested format without delay.

Information to be published

s. 5

CATSA must publish, including on its website, the following information:

  • A notice that CATSA is subject to the Accessible Transportation for Persons with Disabilities Regulations and the provisions of the Regulations that apply to CATSA (Parts 1 and 5 at ss. 4-22, 232, 233, 235);
  • The services that CATSA offers to persons with disabilities and any conditions that apply to those services; and
  • The complaint resolution services that CATSA offers and how a passenger may access those services.

Communication

s. 6

CATSA must ensure that its personnel who interact with passengers in the course of carrying out their functions take into account the following when communicating with a person with a disability:

  • The nature of the person’s disability, particularly if the person is blind or deaf or has any other visual or hearing impairment or if the person has a communication impairment;
  • Whether the person uses an assistive device to assist them to hear, see or communicate; and 
  • Whether there are methods of communication that may be used by the person or that may facilitate communication with the person, such as an augmentative or alternative communication system, sign language or clear, concise and plain language.

Telephone System

s. 7

If CATSA makes a telephone number available to the public that may be used to make travel reservations or obtain information about the provider’s transportation-related services or facilities, it must:

  • Offer to persons who are deaf or have any other hearing impairment, or who have a communication impairment, the option of doing those things by means of an email or a third party’s telephone relay or video relay service; and
  • Publish, in every instance that it publishes a telephone number that may be used to do those things, along with that telephone number, a description of how a person may access the services referred to above, including CATSA’s email address and the third party’s telephone number for telephone relay or video relay service.

Website

ss. 8-9

If CATSA makes a website available to the public that may be used to access a client account, travel itinerary, travel schedule or trip status, to obtain contact information for CATSA, to make or modify a reservation or check in, it must:

  • Offer to persons with disabilities the option of doing those things by means of a communication system that does not require the use of a website, such as by means of a telephone, an email or a third party’s telephone relay or video relay service; and
  • Publish, in every instance that it publishes the address of the website that may be used to do those things, along with that website address, a description of how a person may access the services referred to above, including CATSA’s telephone number and email address and the third party’s telephone number for telephone relay or video relay service.

CATSA must ensure that every website (including mobile website and application) that it owns, operates or controls and that is available to the public meets the requirements for a Level AA conformance that are set out in the Web Content Accessibility Guidelines

Public announcements inside terminals

s. 10

If CATSA makes any public announcement relating to safety or security inside a terminal, they must make that announcement in an audio and visual format.

Automated self-service kiosks

s. 11-12

In Force: June 25, 2023 s. 243(2)

From June 25, 2020, to June 25, 2022 (s. 12): if CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal and is visually and tactilely discernable by an International Symbol of Access affixed to the front of it, that kiosk must be marked with signage that specifies that persons with disabilities have priority access.

From June 25, 2023 (ss. 11, 243(3)): If CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal, or owns, operates or controls the software components of such a kiosk, CATSA must ensure that the hardware components or the software components, as the case may be, meet the requirements set out in clauses 1.4 and 3 to 7 of Annexes B and C, excluding the notes accompanying those clauses, of the National Standard of Canada CAN/CSA-B651.2-07 (R2017) 

If CATSA owns, operates or controls the hardware components of an automated self-service kiosk that is available for public use in a terminal, CATSA must ensure that the kiosk is visually and tactilely discernable by an International Symbol of Access that is affixed to the front of it.

Automated self-service kiosks

ss. 13-14

CATSA must, on the request of a person with a disability, assist the person, without delay, to use any automated self-service kiosk referred to above.

CATSA must ensure that any automated self-service kiosk referred to above is in good working order and is properly maintained.

If the automated self-service kiosk is not in good working order, CATSA must ensure that it is repaired as soon as possible and, until it is repaired, CATSA must provide the following services to a person with a disability:

  • Directing the person to the nearest working automated self-service kiosk that offers the same service as that provided by the kiosk that is not in good working order and, on the request of the person, assisting that person in using that kiosk; or
  • Permitting the person to advance to the front of the line at a counter where they will be provided the same service as that provided by the automated self-service kiosk that is not in good working order.

Mandatory Personnel Training for the Assistance of Persons with Disabilities

ss. 15-19

General Training

Personnel who may be required to interact with the public or to participate in making decisions or in developing policies or procedures in relation to the requirements of these Regulations must receive training that provides them with an adequate level of knowledge and skills to carry out those functions, including training with respect to the requirements of these Regulations and the policies and procedures of CATSA with respect to persons with disabilities.

The training must provide an adequate level of knowledge in respect of:

  • The principle that all persons must be treated with dignity regardless of their disabilities;
  • The principle that all persons must have the same opportunity to make for themselves the lives that they are able and wish to have regardless of their disabilities or of how their disabilities interact with their personal and social characteristics;
  • The principle that all persons must have barrier-free access to full and equal participation in society, regardless of their disabilities;
  • The principle that all persons must have meaningful options and be free to make their own choices, with support if they desire, regardless of their disabilities;
  • The different types of barriers that may hinder equal access to transportation services for persons with disabilities;
  • The various types of assistance that may be needed by persons with disabilities and the duties of CATSA in relation to those needs, including (1) the type of assistance that they must provide to persons with disabilities, and (2) the assistive devices that are commonly used by persons with disabilities and the methods of communication that may be used by, or may facilitate communication with, persons with disabilities, such as an augmentative or alternative communication system, sign language or clear, concise and plain language; 
  • Communication with persons with disabilities in accordance with section 6 of the Regulations (Communication, above) and how to interact with them in a manner that respects their autonomy and dignity;
  • The role of a support person; and
  • The role and needs of a service dog.

Physical Assistance

Personnel who may be required to provide physical assistance to a person with a disability in the course of carrying out their functions must receive training that provides an adequate level of knowledge and skills to carry out those functions, including training on how to:

  • Seek information from the person with respect to their preferred method of assistance and any other measures they may require to ensure their safety and comfort;
  • Maneuver mobility aids through doors and on irregular and multi-level surfaces, steps, curbs and elevators;
  • Transfer the person between their own mobility aid and a mobility aid provided by CATSA and between a mobility aid and the person’s passenger seat, including performing appropriate lifting techniques to perform various types of transfers of the person with maximum consideration for their dignity, safety and comfort;
  • Guide and orient a person whose impairment affects their mobility; and
  • Assist a person who has limitation in balance, agility or coordination that affect their mobility.

Handling Mobility Aids
Personnel who may be required to handle mobility aids in the course of carrying out their functions must receive training that provides an adequate level of knowledge and skills to carry out those functions, including training with respect to: 

  • The different types of mobility aids; and 
  • The requirements and appropriate methods for transporting and storing mobility aids, including the disassembling, packaging, unpackaging and reassembling of mobility aids.

Using or Assisting with Special Equipment

Personnel who may be required to use, or to assist a person with a disability in using, any special equipment in the course of carrying out their functions, must receive training that provides an adequate level of knowledge and skills to carry out those functions.

Special equipment” includes telecommunications devices for persons who are deaf or who have any other hearing impairment; any level-change device (e.g. lifts or ramps); an on-board electrical power supply; a device for the connection of on-board auxiliary respirator systems; an on-board entertainment system that is accessible to persons with disabilities; and an automated self-service kiosk that is accessible to persons with disabilities.

Training – General

ss. 20, 21

CATSA must ensure that:

  • personnel have completed training suitable to the requirements of their functions within 60 days after the day on which the member assumes those functions;
  • all personnel who have not completed the training that is suitable to the requirements of their functions carry out their functions under the direct supervision of a person who has completed that training; and
  • all personnel who have received required training also receive, at least once every three years, refresher training that is suitable to the requirements of their functions.

Duty to Inform Personnel

s. 22

When CATSA introduces any new policy, procedure, or technology with respect to persons with disabilities or offers any new transportation-related service or facility to assist persons with disabilities, CATSA must, as soon as feasible, inform personnel of that new information, unless it is not relevant to the requirements of their functions.

Preparation of Training Programs

s. 23

CATSA must implement and maintain each training program for personnel in accordance with the following requirements: 

  • The training program must include the information set out in Schedule 1 of the Regulations;
  • The training program must be available for inspection by the Canadian Transportation Agency; and
  • Any new information that is referred to in section 22 (above) must be incorporated in the training program as soon as feasible.

CATSA must consult persons with disabilities in the development of each training program and the principal training methods.

CATSA must, as soon as feasible, make available any information about a training program that is set out in Schedule 1, except any personal information or confidential business information, to any person who requests that information.

Services to Assist Persons with Disabilities

s. 232

During the security screening process, CATSA must, on the request of a person with a disability, provide the following services without delay:

  • Expediting the security screening process by directing the person, and any support person travelling with them, to the front of a line or to any other line that is intended to expedite the security screening process; 
  • Permitting a representative of an air carrier or an individual with a security pass issued by an air carrier or the airport to accompany the person through the security screening checkpoint; 
  • Assisting the person with proceeding through the steps of the security screening process, including by providing verbal or visual cues or additional instructions; and
  • Assisting the person with the placement of carry-on baggage and personal items on a screening belt and with their retrieval.

Assistive Devices, Support Persons or Service Dogs

s. 233

CATSA must, when screening a person with a disability who uses an assistive device or who is travelling with a support person or a service dog, make a reasonable effort to carry out the screening simultaneously with the screening of the person’s assistive device, support person or service dog, as the case may be.

If CATSA removes an assistive device from a person with a disability for a separate screening, CATSA must immediately return the assistive device to the person after it has been screened.

If CATSA removes an assistive device that is a mobility aid from a person with a disability for a separate screening, CATSA must offer a chair to the person while the mobility aid is being screened.

Signage

s. 235

In any areas of a terminal that are used for the purposes of security screening, CATSA must, with respect to any signage that is under its control, ensure that the signage:

  • Is located at strategic points throughout those areas, such as close to washrooms and exits;
  • Is positioned to avoid shadow areas and glare and have a glare-free surface;
  • Is colour contrasted with its background; and
  • Except in the case of electronic signage, meets the requirements set out in clauses 4.5.3 to 4.5.7 of CSA B651-18 

CATSA must ensure that electronic signage:

  • Has letters, numbers, symbols and pictographs that slowly scroll across the screen and are colour-contrasted with their background but are not in red on a black background; and
  • Meet the requirements set out in clauses 4.5.3 to 4.5.5 of CSA B651-18 

Appendix B: Provisions of Accessibility-Related Regulations (ACR and ATPRR)

 

Section

Requirements for CATSA from the Accessible Canada Regulations (ACR) and Accessible Transportation Planning and Reporting Regulations (ATPRR)

Content and Form of the Plan

ACR, s. 5(1), (2), (3)

ATPR, s. 4(1),(2),(3)

The Accessibility Plan (AP) must include the following headings:

  • General (includes the position title of the person designated to receive feedback on CATSA’s behalf, and the manner in which the public can communicate with CATSA, including mailing address, telephone number and email);
  • Policies;
  • Programs;
  • Practices;
  • Services; and
  • Consultations (includes the manner in which CATSA conducted a consultation process with members of the public).

Publication

ACR, s. 6(1)

ATPR, s. 5(1)

CATSA must publish its AP in a format that meets Level AA conformance as set out in the Web Content Accessibility Guidelines (WCAG).

CATSA must publish its AP on its public and internal websites, either directly on the homepage, or via a hyperlink on the homepage.

Duty to Engage in a Consultation Process ACR, s. 5(3)

CATSA must consult persons with disabilities in the preparation of its AP, and the manner of consultation must be outlined in the AP.

Plan Update

ACR, s.4

ATPRR, s. 3(3)

CATSA’s must update its AP no later than 3 years from the date of initial publication.

Duty to Make the Plan Available on Request

ACR, s.8

ATPRR, s. 7(1), (2)

CASTA must make its AP available upon request, in the format prescribed by the regulations and indicated by the request. These formats include:

  • Print;
  • Large print;
  • Braille;
  • Audio; and
  • Electronic format that is compatible with adaptive technologies intended to assist persons with disabilities.

Timelines for each format may vary. Requests for the plan in braille or audio format must be fulfilled within 45 days of the request. Requests for the plan in any other format must be fulfilled within 15 days of the initial request.

Duty to Notify

ACR, s.7

ATPRR, s. 6

CATSA must notify the Accessibility Commissioner and the Canadian Transportation Agency of the publication of its AP within 48 hours of its publication. This notice must be made by electronic mail or by other electronic means, and must include the URL address of the AP, a hyperlink, or the mailing address of the places of business where the AP was published.

Feedback Process

ACR, s.9(1), (2), (3), (4), (5), (6)

ATPRR, s. 8(1), (2), (3), (4)

CATSA must designate a person responsible for receiving feedback on the AP, and must ensure that the feedback process allows for the provision of anonymous feedback.

CATSA must ensure that feedback may be provided by mail, telephone, electronic mail, or any other means by which the organization communicates with the public.

CATSA must include an acknowledgement of receipt as part of the feedback process, except when feedback is provided anonymously. Acknowledgement of receipt must be provided in the same manner in which the feedback was received.

CATSA must make available a description of its feedback process. The description must adhere to the same format requirements as the AP (i.e. available in a number of formats).

CATSA must provide the description of its feedback process upon request, in accordance with the following timelines:

  • In the case of Braille or audio formats, within 45 days of the request; and
  • In the case of any other format, within 15 days of the request.

Publication

ACR, s.10(1), 11

ATPRR, s. 9(1), (2), (3),(4),

ATPRR s. 10(1), (2), (3)

CATSA must publish its AP Feedback Process in a format that meets Level AA conformance as set out in the Web Content Accessibility Guidelines (WCAG).

CATSA must publish its AP Feedback Process on its public and internal websites, either directly on the homepage, or via a hyperlink on the homepage.

The description of CATSA’s AP feedback process must be published on the same day as the initial AP or any subsequent updates, whatever the case may be.

If CATSA makes an amendment to its feedback process, it must publish a description of the new process as soon as feasible.

The published feedback process is subject to the same format requirements as the AP. In addition, members of the public may request copies of the feedback process. These requests are subject to the same regulations as the AP.

Duty to Notify

ACR, s.12

ATPRR, s. 11

CATSA must notify the Accessibility Commissioner and the Canadian Transportation Agency of the publication of the description of its AP Feedback Process within 48 hours of publication. This notice must be made by electronic mail or by other electronic means, and must include the URL address of the description, a hyperlink, or the mailing address of the places of business where that description was published.

Content of the Progress Reports

ACR, s.14(1), (2), (3), (4)

ATPRR, s. 12(1), (2), (3)

The Progress Reports must include the following headings:

  • General (includes the position title of the person designated to receive feedback on CATSA’s behalf, and the manner in which the public can communicate with CATSA);
  • Policies;
  • Programs;
  • Practices;
  • Services;
  • Consultations (includes the manner in which CATSA conducted a consultation process with members of the public); and
  • Feedback.

Publication

ACR, s.13, 15(1)

ATPRR, s. 13(1), (2)

CATSA must publish its AP in a format that meets Level AA conformance as set out in the WCAG.

CATSA must publish its AP on its public and internal websites, either directly on the homepage, or via a hyperlink on the homepage.

CATSA must publish a Progress Report on each anniversary date of the publication of the AP, except when a new version of the AP is published.

  • For example, if the AP is published in 2022, CATSA must publish progress reports in 2023 and 2024. A new AP will be published in 2025.

Duty to Engage in a Consultation Process

ACR, s.14(3)

CATSA must consult with persons with disabilities in the preparation of Progress Reports. The Progress Report must also set out the manner in which CATSA conducted its consultations.

Duty to Make the Progress Report Available on Request

ACR, s.17(1), (2), (3)

ATPRR, s. 16(1), (2), (3)

A person may request that progress reports be made available in:

  • Print:
  • Large print;
  • Braille;
  • Audio; and
  • Electronic formats compatible with adaptive technology intended to assist persons with disabilities.

The request must be made my mail, electronic mail, or telephone, or by any other means by which CATSA communicates with the public.

Progress Reports must be made available in accordance with the following timelines:

  • For Braille and audio formats, within 45 days of the request; and
  • For all other formats, within 15 days of the request.

Duty to Notify

ACR, s.16

ATPRR, s. 15

CATSA must notify the Accessibility Commissioner and the Canadian Transportation Agency of the publication of Progress Reports within 48 hours of their publication. This notice must be made by electronic mail or by other electronic means, and must include the URL address of the description, a hyperlink, or the mailing address of the places of business where that description was published.

Plan and Report Retention

ACR, s.18(1)

CATSA must retain copies of its published AP and Progress Reports for 7 years from the date of publication. These must be retained on the platform on which the documents were published and made available to the public.

Description Retention ACR, s.18(3)

CATSA must retain copies of the most recent Feedback Process Descriptions for 7 years from the date of publication.

Feedback Retention

ACR, s.19

CATSA must retain an electronic or print copy of all feedback it receives on its AP, Progress Report, or Feedback Process Description for a period of 7 years, beginning on the day it was received.

 

Accessibility Feedback Form