Transport committee  In fact, an important part of our implementation of the APPR is to verify that the airlines provide on their website, at their counters or in the announcements they make, information necessary to inform passengers of their rights and remedies under the APPR. All of this informati

Transport committee  Mr. Chair, we post on our website all of the administrative monetary penalties that have been issued by the agency. We do that by year and by different area so that—

Transport committee  Mr. Chair, we do know the total. Specifically related to the APPR, the agency has issued $171,000 in AMPs, many of which were issued since April 1 of this year.

Transport committee  There's a formal procedure of pleadings in complaint cases. The way the process works is that when there's a complaint before the agency, there are several steps by which the agency issues information or decisions, intermediate decisions, and at an early stage what the agency wil

Transport committee  Mr. Chair, the communication with the airlines is with the airlines and the passengers who are party to those particular cases.

Transport committee  Mr. Chair, that's actually something the agency is proud of. We have made efforts to put a lot of information on our website. In particular, in response to the question that was just raised, when complainants go to our website and are trying to determine what their rights are a

Transport committee  Chair, every year the agency in its annual report is required to provide an assessment of the act. In our last annual report, you'll see recommended changes to the act.

Transport committee  Chair, what we track are the number of complaints that we have at each stage of the process. As I mentioned, 97% of the complaints that come to us are dealt with in facilitation that results in a resolution or a termination of the case in agreement with the airline and the passen

Transport committee  Chair, I believe the answer to that question is yes. Of all the complaints, 97% are dealt with at facilitation, and then the rest go further in the process. That 97%, I should emphasize, doesn't always mean that all of the parties are happy with what happens in the facilitation s

Transport committee  Complainants are free to pursue different means for resolution of their case. If they don't close it with us, then we continue to pursue the case.

Transport committee  Chair, I would mention that our service standards are actually in our annual report and can be looked up. I don't have that off the top of my head.

Transport committee  Chair, the number that we found to be a reasonable approximation that we use for forecasting complaints into the future is that roughly 1 in 5,000 passengers will issue a complaint.

Transport committee  I'll preface this by saying the thing that I always have to say: I can't speak for members of the agency who adjudicate and issue decisions on each case based on the evidence before them. However, I will say that there are at least two ways in which agency decisions made with res

Transport committee  Chair, the way that works is as follows. We spoke earlier about batching complaints by flight so that there is some way of knowing what complaints were from a flight, so the facilitators who follow a particular flight or flight disruption are made aware of what the facilitated so

Transport committee  Chair, I mentioned earlier that through the other half of the agency, through the regulatory and enforcement half, we have been successful in having discussions with the airlines that have resulted in their recategorizing flights to be within control and, therefore, offering comp