Compliance Report on Passenger Terminal Accessibility

Important information on the Canadian Transportation Agency's Terminal Code Compliance Report 2010

In 2007, the Canadian Transportation Agency released its Code of Practice: Passenger Terminal Accessibility, which is intended to help make federally regulated transportation terminals more accessible to persons with disabilities. The Terminal Code was developed using a collaborative approach, by consulting with organizations for persons with disabilities and federally regulated air, rail and marine industry stakeholders. It went into effect in June 2009.

The Agency's Terminal Code Compliance Report 2010 measures the compliance levels of federally regulated terminal operators with certain provisions of the Code. Specifically, the Compliance Report details the extent to which terminal operators have provided information on access for persons with disabilities in advance of travel.

Measuring compliance

The Compliance Report used three assessments of federally regulated transportation terminals conducted in May 2009, a month before the Code went into effect, then in December 2009, and finally in July 2010. It includes important information for passengers with disabilities, associations for persons with disabilities, terminal operators, travel agencies, tour operators and the public at large.

Compliance Report findings

The Agency has found that full compliance with the relevant provisions of the Terminal Code has been achieved.

  • As it applies to air terminals, all operators surveyed demonstrated full compliance in July 2010, compared with only 12 out of 25, or 48%, of such terminal operators in May 2009.
  • As it applies to rail terminals, VIA Rail can now be considered fully compliant with the relevant provisions of the Terminal Code, compared with overall compliance ratings ranging from 50% to 63% in December 2009, depending on the individual station.
  • As it applies to ferry terminals, both Marine Atlantic and Northumberland and Bay Ferries achieved full compliance by July 2010, up from 86% and 29% respectively in December 2009. 

Terminal Code requirements

As part of its requirements, the Terminal Code specifies that information regarding accessibility for persons with disabilities is to be made available to the public in advance of travel.

The Web sites of federally regulated air, rail and marine passenger terminals were assessed by the Agency to determine whether they provided sufficient information to the public regarding:

  • different types of ground transportation available;
  • information on how passengers may express public concerns or complaints; and
  • information on services and facilities such as hours of operation, wheelchair services and designated parking areas.

In cases where air, rail or ferry terminal operators did not provide the required information on their Web sites, Agency staff verified whether an equivalent level of information was available by telephone, TTY or an alternative communications system.

The Agency will continue to monitor compliance and follow-up with terminal operators who have not yet included accessibility information on their Web sites to ensure that federally regulated transportation terminals are accessible to all Canadians.

Voluntary codes

The Agency follows the federal government's policy of setting standards through the use of alternatives to regulations. Voluntary codes, such as the Terminal Code, are effective as an alternative to regulations in the realm of federally regulated transportation because they allow all stakeholders and interested parties to work together in setting standards.

The results of the Terminal Compliance Report are a clear example of how useful the voluntary approach can be, and demonstrate voluntary codes and monitoring of compliance as an effective way of achieving accessibility standards in the federally regulated transportation network.

For more information on the Compliance Report, please see the Backgrounder: Compliance Report on Passenger Terminal Accessibility.

The Terminal Code and Compliance Report are available for download on our Web site at and in multiple formats by calling 1-888-222-2592, TTY 1-800-669-5575 or e‑mailing us at

About the Canadian Transportation Agency

The Canadian Transportation Agency is an independent administrative body of the Government of Canada. It performs two key functions within the federal transportation system:

  • As a quasi-judicial tribunal, the Agency, informally and through formal adjudication, resolves a range of commercial and consumer transportation-related disputes, including accessibility issues for persons with disabilities. It operates like a court when adjudicating disputes.
  • As an economic regulator, the Agency makes determinations and issues authorities, licences and permits to transportation carriers under federal jurisdiction.

For more information, please contact:

Canadian Transportation Agency
Ottawa, ON  K1A 0N9

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