—as we have, but I cannot recommend policy. That's for policy-makers. I look at how policy is implemented and put in place by federal organizations.
When it came to the Canadian Transportation Agency, we made a few around their inspections and better access to data. When it came to inspections, we found that many of them were just looking at the design of an inspection.
On paper, it might look like the service was really well laid out and designed, but it's the actual implementation and lived experience of a person with a disability that needs to be looked at, so we recommended that they look more at the sort of operating implementation. These are on-demand services, right, not something that someone might provide every single day, so actually seeing it in action is a better way to improve: “Are the regulations the right thing and is our follow-up the right thing?”
When it comes to complaint data, linked to your second question and then linked to airlines, we definitely saw it as a gap that in the United States, for example, Air Canada would be required to report a certain complaint or damage to a wheelchair, whereas in Canada it's only if the individual chooses to report a complaint to the Canadian transportation Agency that they would be made aware of it. Not having access to complete data I think limits the opportunity to decide if regulations are enough, or if inspections are enough—so obviously better data.... I echo many of the comments that Ms. Cadieux made, and I would tell you that it's even about intersectionality, and the more data and the better data that folks can have to play with is always good.
Then, when it comes to the effects that all of this has, well, I think understanding the lived experiences, getting consultation with individuals with disabilities, will only improve regulations and inspections and so on. In part of the accessibility regulations, one of the key lines is, “Nothing without us”. That needs to happen at every stage, even when you're designing a new regulation—not once it's in place—to see the impacts of it. I think it's a full-spectrum analysis that's needed.