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Transport Canada Service Charter

1. Who We Are

Canada depends on transportation to safely connect Canadians with each other and the world. Transport Canada is the federal government department that sets and enforces the rules and national standards that govern our country's transportation system. Its four top priorities are safety, security, the economy and the environment.

Transport Canada employs nearly 5,000 people across the country and works with:

• industry to develop construction, training and service standards so that Canada's road, rail, air and marine transportation systems are safe, secure and efficient;
• other federal government departments such as the Department of Foreign Affairs and International Trade to support the economy and Environment Canada to protect the environment and;
• other levels of government, because
  • decisions about transportation affect Canadians and their communities;
  • transportation regulations are often enforced at these levels;
  • industries and services work from many locations, span great distances and cross borders; and
  • transportation companies must comply with international agreements and regulations.

Transport Canada reports to Parliament and Canadians through the federal Minister of Transport, Infrastructure and Communities.

2. Our Mission

Transport Canada's mission is to serve the public interest through the promotion of a safe and secure, efficient and environmentally responsible transportation system in Canada.

3. Our Values

While all public servants are required to uphold the Values and Ethics Code for the Public Service, Transport Canada has identified four values as having special relevance to our department. They are:

Respect

Professionalism

Teamwork

Client Service

4. Our Commitment to Service

This Service Charter is our promise to provide quality service to clients, companies, government departments, local government, interest groups and individuals. It applies to all services Transport Canada offers: in person, via the Internet, by email, through written correspondence or over the telephone.

We pledge to:

serve you in the official language of your choice;

treat you with respect and courtesy;

identify ourselves when we speak to you;

offer accurate, timely and helpful service;

address your requests and complaints quickly and effectively;

clearly explain our decisions;

explain how to appeal a decision, where possible; and

protect your private information according to the Access to Information Act and the Privacy Act.

5. Inquiries

Transport Canada is committed to service excellence.

Please let us know when you are not happy with our service. Make your complaint to the person you have been dealing with (or that person's supervisor), or write to us at our mailing address. We will investigate your complaint and tell you what we have done about it. We promise that any complaint against the department or one of its employees will be taken seriously.

We also welcome positive comments and suggestions.

6. Contact Us

Civil Aviation
613-993-7284 or 1-800-305-2059

Transportation of Dangerous Goods (CANUTEC)
613-992-4624

Marine Safety
613-991-3135

Rail Safety
613-998-2985

Road Safety
613-998-8616 or 1-800-333-0371

General Enquiries
613-990-2309

7. Service Fees

Any fees that apply to Transport Canada services comply with the Government of Canada Policy on Service Standards for External Fees, Policy on Transfer Payments and the User Fees Act.

8. Access to Information

The Access to Information Act provides a right of access to information contained in the federal government record (that is not of a personal nature).

The Privacy Act provides individuals with a right of access to personal information about themselves held by a government institution.

All requests under the Access to Information Act or the Privacy Act must be the subject of an official request, which the Transport Canada Access to Information and Privacy (ATIP) Division will analyze and respond to.

Transport Canada
Access to Information and Privacy (ATIP) Division
Place de Ville, Tower C
330 Sparks Street
Ottawa ON K1A 0N5
Phone: 613-993-6161
TTY: 1-888-675-6563
Fax: 613-991-6594

Date modified:

2011-12-23

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