Mr. Speaker, in response to (a), there is one anchoring mechanism, wheelchair tie-down, used to accommodate persons who are confined to a wheelchair installed in 86 railway cars used by VIA Rail Canada.
In response to (b), VIA’s policy is that customers with special needs will be treated with the same dignity, respect and care as those who do not require special attention. This policy applies to all types of persons with disabilities, be it physical or mental, permanent or temporary, including children and those travelling on a rail pass. A special service request is added to the passenger reservation file to ensure the file is queued to the appropriate agent, who will make necessary arrangements and confirm available services. Special service requests must be made at least 24 hours in advance, 48 hours in cases of special meals, electric adaptors, stretchers and special stops. All VIA trains are accessible to travelers in wheelchairs and are equipped with wheelchair tie-downs, narrow wheelchairs, tools to reduce the width of certain manual wheelchairs, and grab bars in washrooms. The availability of these services varies according to the train equipment in use. Please see following link for more info: http://www.viarail.ca/en/useful-info/special-needs/reduced-mobility.
Regarding (c) and (d), there is no file or report concerning accessibility requests for persons with reduced mobility. In response to (e), VIA received 101 complaints over the 2008 to 2012 period.
In response to (f), of the 101 complaints received over the five-year period, 47 pertained to on train services related issues, 50 pertained to station services and four to reservations. In response to (f) (i) and (ii), yes, VIA Rail responded to every customer complaint by telephone or by email and followed up where appropriate. This involved in many situations informing and/or reviewing the customer level of service provided by VIA Rail and options available. In other situations the complaints were reviewed and discussed with the activity groups involved with employee follow-up involving assistance related issues.
In response to (g), requests by persons with reduced mobility are handled by VIA Rail’s telephone sales office and travel options are determined based on the group’s travel needs and mobility restrictions as well as the train equipment type and accommodations available. For example, personal manual wheelchairs that are collapsible can be stored in the baggage rack within a passenger rail car while electric wheelchairs can either be accommodated in the assigned wheelchair tie-down or transported in the baggage car where assigned. VIA’s current plans in regard to accessible transportation pertain to the installation of an improved redesigned wheelchair tie-down and accessible washroom in its Renaissance and LRC equipment, Head End Power, HEP 1 sleepers.
Regarding (h) and (i), Via Rail Inc. does not have this information.