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Appendix B: Terminal Code – Compliance by Via Rail with Public Information Requirements

Overall Compliance Ranking Canadian rail terminals

The PDF of Appendix B shows the Overall Compliance Ranking of various Canadian terminals. Page 1 of the PDF is divided into 2 tables: the first reflecting the Overall Compliance Ranking from December 2009, and the second reflecting the Overall Compliance Ranking from September 2010.

This monitoring exercise focused on the following 8 terminals: Kingston, London, Montréal, Oshawa, Ottawa, Quebec City, Toronto and Windsor.

The first table is divided into 2 categories, each demonstrating a percentage of compliance: "50%-56%" and "63%". The "50%-56%" category, which represents 75% of all 8 terminals, contains the Kingston, London, Montréal, Ottawa, Toronto and Windsor terminal. The "63%" category, which represents 25% of all 8 terminals, contains the Oshawa terminal and the Quebec City terminal.

The second table is divided into 1 category: "100%". As of September 2010, all of the following terminals are compliant: Kingston, London, Montréal, Oshawa, Ottawa, Quebec City, Toronto and Windsor.

Explanatory notes to results reflected in Appendix B

For Web site Compliance calculations, a "YES" is coded as "1" and a "NO" is coded as a "0". Availability of basic non-accessible Ground Transportation services is not coded at all, as they are not relevant to the provision of accessible services. What is relevant is that, if a ground transportation service is generally available, then that service should also be made available on an "accessible" basis. Compliance with subsection 2.7.3 is a mathematical average of the variables in that section, excluding Non-Accessible Ground Transportation (as per note 2). Compliance with subsection 3.3.2 is either 100% or 0%, depending on whether a process of making complaints is provided on the airport's Web site. Compliance with subsections 3.5.1 and 3.5.2 is a mathematical average of the 7 or 8 variables in that section. Overall Compliance is a mathematical average of the 13 or 14 variables in all sections. Since there are more variables in subsections 3.5.1 and 3.5.2, it is weighted more heavily towards those sections.

Overall Compliance Ranking - Listed by Terminal

The PDF of Appendix B shows a table outlining the results behind the Overall Compliance Ranking of VIA Rail's various terminals. They were all measured in December 2009 and September 2010 against different provisions of the Terminal Code and were categorized into a table that is divided into the following 4 categories: "Section 2.7.3", "Section 3.3.2", "Sections 3.5.1 and 3.5.2" and "Other", in order to determine the level of compliance of each terminal.

Section 2.7.3 of the Terminal Code is divided into 4 categories as it takes into account the Ground Transportation (Taxi, Car Rental and Shuttle Services), the Accessible Ground Transportation (Taxi, Car Rental and Shuttle Services), the Procedures for the Provision of Accessible Ground Transportation and Ground Transportation for Persons Using Large Mobility Aids. Section 3.3.2 of the Terminal Code takes into account the Process for Voicing Concerns and Making Complaints. Sections 3.5.1 and 3.5.2 of the Terminal Code take into account the Terminal Accessibility Features (Hours of Operation, Designated Parking Areas, Designated Drop-off/Pick-up Areas, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas, Accessible Inter-Terminal and Escort Passes). The Other category takes into account the Separate Accessibility Web page. Finally, the Web site Compliance grades (in %) each provision mentioned above in order to determine their Overall Compliance.

This monitoring exercise included the following 8 terminals: Kingston, London, Montréal, Oshawa, Ottawa, Quebec, Toronto and Windsor.

Kingston terminal

In December 2009, for section 2.7.3, the Kingston terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis, and received a N/A for Car Rental and Shuttles. The Kingston terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Kingston terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Kingston terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Kingston terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Kingston terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Kingston terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Kingston terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It received a YES for Accessible Ground Transportation in terms of TaxisNote 1, and received a N/A for Car Rental and Shuttles. The Kingston terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Kingston terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Kingston terminal received a YES for Hours of Operation, Designated Parking AreasNote 2, Designated Drop-off/Pick-up AreasNote 3, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 4 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Kingston terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Kingston terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Kingston terminal was 100% in September 2010.

London terminal

In December 2009, for section 2.7.3, the London terminal received a NO for Taxis, but received a YES for Car Rental and a NO for Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, but received a NO for Car Rental and a N/A for Shuttles. The London terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the London terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the London terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the London terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the London terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the London terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the London terminal received a NO for Taxis, but received a YES for Car Rental and a NO for Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, but received a YES for Car RentalNote 5 and a N/A for Shuttles. The London terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the London terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the London terminal received a YES for Hours of Operation, Designated Parking AreasNote 6, Designated Drop-off/Pick-up AreasNote 7, Passenger Assistance Infpo, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 8 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the London terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the London terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the London terminal was 100% in September 2010.

Montréal terminalNote 9

In December 2009, for section 2.7.3, the Montréal terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis and Car Rental, and a N/A for Shuttles. The Montréal terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Montréal terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Montréal terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Montréal terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Montréal terminal received 33% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Montréal terminal was 50% in December 2009.

In September 2010, for subsection 2.7.3, the Montréal terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car RentalNote 10, and a N/A for Shuttles. The Montréal terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Montréal terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Montréal terminal received a YES for Hours of Operation, Designated Parking AreasNote 11, Designated Drop-off/Pick-up AreasNote 12, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving Areas Note 13 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Montréal terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Montréal terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Montréal terminal was 100% in September 2010.

Oshawa terminalNote 14

In December 2009, for section 2.7.3, the Oshawa terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Oshawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Oshawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Oshawa terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Oshawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Oshawa terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Oshawa terminal was 63% in December 2009.

In September 2010, for subsection 2.7.3, the Oshawa terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Oshawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Oshawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Oshawa terminal received a YES for Hours of Operation, Designated Parking AreasNote 15, Designated Drop-off/Pick-up AreasNote 16, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 17 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Oshawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Oshawa terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Oshawa terminal was 100% in September 2010.

Ottawa terminal

In December 2009, for section 2.7.3, the Ottawa terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis, but received a N/A for Car Rental and Shuttles. The Ottawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Ottawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Ottawa terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Ottawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Ottawa terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Ottawa terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Ottawa terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of TaxisNote 18, but received a N/A for Car Rental and Shuttles. The Ottawa terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Ottawa terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Ottawa terminal received a YES for Hours of Operation, Designated Parking AreasNote 19, Designated Drop-off/Pick-up AreasNote 20, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 21 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Ottawa terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Ottawa terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Ottawa terminal was 100% in September 2010.

Quebec terminal

In December 2009, for section 2.7.3, the Quebec terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Quebec terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Quebec terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Quebec terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Quebec terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Quebec terminal received 100% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Quebec terminal was 63% in December 2009.

In September 2010, for subsection 2.7.3, the Québec terminal received a NO for Taxi, Car Rental and Shuttle Services. It received a N/A for Accessible Ground Transportation in terms of Taxis, Car Rental and Shuttles. The Québec terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Québec terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Québec terminal received a YES for Hours of Operation, Designated Parking AreasNote 22, Designated Drop-off/Pick-up AreasNote 23, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 24 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Québec terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Québec terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Québec terminal was 100% in September 2010.

Toronto terminalNote 25

In December 2009, for section 2.7.3, the Toronto terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis and Car Rental, and a N/A for Shuttles. The Toronto terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Toronto terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Toronto terminal received a YES for Hours of Operation; a N/A for Designated Parking Areas; a NO for Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Toronto terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Toronto terminal received 33% for section 2.7.3, 100% for section 3.3.2 and 60% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Toronto terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Toronto terminal received a YES for Taxis and Car Rental, but received a NO for Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of Taxis and Car RentalNote 26, and a N/A for Shuttles. The Toronto terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Toronto terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Toronto terminal received a YES for Hours of Operation, Designated Parking AreasNote 27, Designated Drop-off/Pick-up Areas,Note 28 Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 29 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Toronto terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Toronto terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Toronto terminal was 100% in September 2010.

Windsor terminal

In December 2009, for section 2.7.3, the Windsor terminal received a YES for Taxis, but received a NO for Car Rental and Shuttle Services. It also received a NO for Accessible Ground Transportation in terms of Taxis, but received a N/A for Car Rental and Shuttles. The Windsor terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For section 3.3.2, the Windsor terminal received a YES for the Process for Voicing Concerns and Making Complaints. For sections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Windsor terminal received a YES for Hours of Operation; a NO for Designated Parking Areas and Designated Drop-off/Pick-up Areas; a YES for Passenger Assistance Info and Wheelchair/Electric Cart Service; a NO for Designated Relieving Areas; a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Windsor terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Windsor terminal received 50% for section 2.7.3, 100% for section 3.3.2 and 50% for sections 3.5.1 and 3.5.2. The Overall Compliance of the Windsor terminal was 56% in December 2009.

In September 2010, for subsection 2.7.3, the Windsor terminal received a YES for Taxis, but a NO for Car Rental and Shuttle Services. It also received a YES for Accessible Ground Transportation in terms of TaxisNote 30, but received a N/A for Car Rental and Shuttles. The Windsor terminal received a N/A for the Procedures for the Provision of Accessible Ground Transportation, but received a YES for the Ground Transportation for Persons Using Large Mobility Aids. For subsection 3.3.2, the Windsor terminal received a YES for the Process for Voicing Concerns and Making Complaints. For subsections 3.5.1 and 3.5.2, in terms of Terminal Accessibility Features, the Windsor terminal received a YES for Hours of Operation, Designated Parking AreasNote 31, Designated Drop-off/Pick-up AreasNote 32, Passenger Assistance Info, Wheelchair/Electric Cart Service, Designated Relieving AreasNote 33 and a N/A for Accessible Inter-Terminal and Escort Passes. In the Other category, the Windsor terminal received a YES for Separate Accessibility Web page. In terms of its Web site Compliance, the Windsor terminal received 100% for subsection 2.7.3, 100% for subsection 3.3.2 and 100% for subsections 3.5.1 and 3.5.2. The Overall Compliance of the Windsor terminal was 100% in September 2010.

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