I'll briefly explain for the member and other members that we really do, at the CTA, have two roles: We're the regulator and we set the rules, but we also hear complaints from individual Canadians or from advocacy organizations about concerns they might have, including those around accessibility.
When somebody comes forward to us with a complaint, the first thing that we try to do is see if we can arrive at a resolution between the complainant and the service provider in an informal way through a mediation or a facilitation process. In many respects, it's better for all concerned if we don't have to go all the way to adjudication, which is more court-like. If we're not able to achieve a resolution through an informal process or if the two parties aren't interested in engaging in those discussions, then we convene like a court of law. We have all the powers of a superior court. We hear evidence and arguments and we issue binding decisions.
I will tell you that the trend line on accessibility complaints is upward. We received about 25 accessibility complaints in 2014-2015; I think that's the right year. That number doubled the next year, tripled the next year, and last year, there were about 100 accessibility-related complaints.