Air travel complaints that used to be handled by the commissioner are dealt with informally. It is really the parties that influence how long it takes.
We have performance standards for dealing with complaints. For example, when someone phones the call centre, the call is returned right away. If the call comes in after working hours, the person is called back the next day. If the complaint comes through the Internet, an acknowledgment is sent back electronically. If we receive a written complaint, we send an acknowledgment within a few days. That way, the complainant knows that the complaint has been received and that the Agency is dealing with it. These complaints are handled informally and they used to be dealt with by the complaints commissioner.
In the case of formal complaints, the Agency has standard procedures. The act stipulates that a decision must be handed down within 120 days. We write immediately to the complainant and the party concerned to inform them of the timeframes and give instructions on how to provide the necessary information.
Then there is an exchange of correspondence until the arguments are heard. Once that stage is completed, after around 60 days, the case is analyzed and the substance of the complaint is discussed. Finally, the Agency makes its decision, which has to be written, translated and produced. That is the way we work.