Civil Aviation Issues Reporting System-Transport Canada Civil Aviation Wants to Hear From You!

The Government of Canada aims to provide the highest quality of service to the public and is moving towards achieving this by modernizing government management. To accomplish this, Results for Canadians: A Management Framework for the Government of Canada was released in March 2000, which explains that our government’s management philosophy should be based on four commitments: citizen focus, values, responsible spending and achieving results. Living up to these commitments requires all public service employees and organizations to put the interests of Canadians first and demonstrate daily attention to values and results.

To meet these commitments, Transport Canada Civil Aviation (TCCA) is implementing an integrated management system (IMS) to promote a well-performing public sector to serve Canadians. It is of note that the principles of IMS are similar to those of a safety management system (SMS); for example, an effective reporting culture is a necessary component of both IMS and SMS. Through the IMS, TCCA will address its long-standing priority of improving access to services and improving stakeholder satisfaction.

Recognizing the benefits of stakeholder feedback, TCCA had previously implemented the Complaint Handling Policy and Procedure in 1997, aimed at improving stakeholder relationships by listening to, and then resolving, identified issues. However, this policy had limitations, including the absence of tracking mechanisms to follow improvement opportunities and communication with correspondents. To address the limitations and meet the commitments of Results for Canadians, the Complaint Handling Policy and Procedure has now been replaced by the Civil Aviation Issues Reporting System (CAIRS).

CAIRS was launched on May 3, 2005, and made it possible for TCCA’s internal and external stakeholders to raise a wider range of issues (concerns, complaints, compliments or suggestions for improvement) with management. The key principles of CAIRS are to foster a respectful work environment through the prevention, effective management and prompt resolution of issues at the lowest possible level in the organization; as well as to provide a basis for a reporting culture within the aviation industry. Such a reporting system creates a work environment where issues are seen as opportunities to continually improve the way TCCA does business. CAIRS seeks to resolve issues at the lowest possible level before initiating formal or established redress mechanisms. Yet, this system is not designed to report immediate safety hazards or to substitute for formal consultations, such as the Canadian Aviation Regulatory Advisory Council (CARAC) process. In addition, it is expected that aviation industry issues first be reported and addressed through an aviation company’s SMS, before being submitted to CAIRS. This system will also offer TCCA the opportunity to respond to other forms of legislation requirements.

CAIRS provides the means to track issues, ensuring that no issue is left unattended. It is expected that all issues will be responded to in a timely manner. Service standards for addressing CAIRS issues have been established and provide a structured and consistent approach to all issues.

Receiving feedback on how services may be improved is far more important than assigning blame. Individuals are encouraged to use CAIRS, as it gives TCCA the opportunity to continually improve while responding to stakeholders and their needs.

Anyone with a concern, complaint, compliment or suggestion for improvement is encouraged to complete the Online Request for Review Form, available at:

Further information can also be obtained from TCCA by calling 1-800-305-2059 or by e-mailing:

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