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Civil Aviation Issues Reporting System (CAIRS)

Transport Canada is committed to continuous improvement. That is why we need you. If you have an issue in any area of aviation safety or with the department’s Civil Aviation Program, we encourage you to speak up and tell us about it. Such a reporting system creates a work environment where issues are seen as opportunities to continually improve aviation safety.

Civil Aviation Issues Reporting System (CAIRS)

CAIRS provides the aviation community and the public with a means to raise issues to Transport Canada.

CAIRS seeks to address issues quickly and at the lowest possible level before initiating formal redress mechanisms. It does not prevent our stakeholders from communicating with officials directly or using an established redress mechanism or other reporting system.

For Transport Canada, receiving feedback on how aviation safety or our Civil Aviation Program may be improved is far more important than assigning blame.

Who can use CAIRS?

CAIRS is designed to handle issues raised by the aviation community and the public that are the responsibility of Transport Canada’s Civil Aviation Program.

When to use the CAIRS?

CAIRS is used to report safety-related issues or concerns with Transport Canada’s services or processes. CAIRS is not designed to report immediate safety hazards, such as witnessing a safety concern when boarding an airplane.

For immediate safety concerns, please contact Civil Aviation Contingency Operations (CACO) at 1-877-992-6853.

CAIRS is intended to resolve issues informally before the need to initiate a formal redress mechanism. Stakeholders have the right to initiate a formal mechanism at any time. In some instances, use of one of these mechanisms is the most appropriate course of action.

It is expected that, where applicable, aviation industry issues first be reported and addressed through an aviation company’s internal systems before being submitted to the CAIRS.

Transport Canada does not deal with the following issues (the Canadian

Transportation Agency (CTA) is responsible for these issues):

  • Fares on monopoly routes
  • Terms and conditions of carriage, such as lost baggage, bumping, etc.
  • Notice of discontinuance or reduction of service to a community
  • Charter flights (air portion of a travel package)
  • Customer service provided by an airline
  • Frequent flyer programs
  • Service problems with foreign air carriers

For further information, you may visit CTA at www.cta-otc.gc.ca

How to report an issue through CAIRS?

To report an issue, you must fill out the Request for Review Form found below

 Request for Review Forms
Description HTML WORD PDF

Online Request for Review Form

(Not intended for confidential, private, sensitive, secret or protected information.)

CAIRS Online Form    
Downloadable Forms   Form (113 KB) Form (95 KB)
The Adobe® Acrobat® Reader® is required in order to view, navigate and print PDF files. The software is available free of charge from the Adobe® site at http://get.adobe.com/reader/. If you cannot access the above site, you can download Acrobat Reader from an accessible page at http://get.adobe.com/reader/otherversions/.

Our commitment upon receiving a report

Transport Canada will review every report submitted through CAIRS and will take action where applicable. Please note, in some cases the department may not agree with the report in which case it will not take action. Also, some issues may not be prioritized for immediate action and may take time to resolve. Regardless, the report allows Transport Canada to be aware of and document issues raised by the aviation community that are the responsibility of Transport Canada. Regardless of the outcome of our review, Transport Canada will provide the stakeholder a response.

Background

CAIRS was launched on May 3, 2005, and made it possible for Transport Canada’s internal and external stakeholders to raise a wider range of issues with management and Transport Canada.

CAIRS aims to strengthen the reporting culture within the aviation industry and foster a safer workplace through the prevention, effective management and prompt resolution of issues at the lowest possible level.