Transport committee  Quite honestly, I couldn't agree more that we need to do that. It's funny; we had a meeting with WestJet when I first started on board. That is something that we feel we need to do. We need to look at the entire experience. I cannot improve the service just by looking at what CATSA can do.

Transport committee  We don't get it now. That's actually a good point. From a privacy perspective, I'm not sure if we could, but there's nothing stopping us from asking the questions and seeing if that's possible.

Transport committee  No.

Transport committee  Actually, we will not ask because, from a privacy perspective, we would never come up and ask, “Do you have any disability or require assistance?” Our screening contractors are trained to observe proactively if somebody may need assistance. They also are trained to look for the sunflower lanyard for people with hidden disabilities who want the extra help.

Transport committee  I can't speak to the aircraft, but what we are trying to do is to work with all of our suppliers in terms of.... For example, we're trying to get walkthrough full-body scanners. They don't exist in the industry right now where they can be certified by the TSA or ECAC, but once we can get those, they will be on our plans.

Transport committee  I can start. Our quarterly report is to look at trends internally to see if there's anything.... We act on every single complaint as we get it. For example, for the last three quarters of last year, we had 51.5 million passengers who came through our checkpoints. We received 56 accessibility complaints, representing 0.0001% of accessibility.

Transport committee  I'm happy to report that there's been progress in all three of those areas. I'll talk to web accessibility. The system that we need it for has been updated; it's fully functional. We've been moving all of our forms and everything to make them fully accessible. The plan is that by the end of March, in a month from now, everything will be fully accessible.

Transport committee  Well, if somebody presents themselves and says, “I need some help,” by all mean.... There's also a family special needs line that they can access specifically. I'm really happy to announce that we are basically moving to a new contract with all of our contractors. In that new contract, we're creating a new role for what we call a "facilitator".

Transport committee  Those two cases were with airlines, not with CATSA.

Transport committee  We have training on that. I'll ask Rhoda or Louise to talk about the training and what we do—if either of you want to jump into that.

Transport committee  No, no. We actually have procedures for people who require mobility aids. We have some for those with vision loss. We also have instructions on how to handle equipment, such as defibrillators or things like that. We also have procedures for hidden disabilities, those that you don't necessarily see.

Transport committee  We actually have our independent complaints.... She is in charge of all the complaints. I'll let you speak to it, Rhoda.

Transport committee  We are two different entities. We work together, but we're two totally different entities. We provide security screening at airports.

Transport committee  We're actually very happy to work with all the airlines and airports on an end-to-end solution for all travellers, including persons with disabilities. That's something we would love to do.

Transport committee  I believe that Canadian Transportation Agency might have guidelines, but CATSA does not have any regulatory oversight over any of the airlines. We just provide—I don't want to say "just"—security services to ensure the security of the travelling public when they get into the sterile area.