Intercity Bus Code of Practice Complaint Process and Form

Accessible Scheduled Intercity Bus Services Complaint Form

The Intercity Bus Code of Practice, effective April 1, 2011, is designed to remove barriers to access for travellers with disabilities when using scheduled intercity bus services in Canada. It was developed by bus companies and consumers and is monitored by Transport Canada.

The Intercity Bus Code of Practice is not a regulation. It is a set of guidelines for offering accessible intercity bus transportation to persons with disabilities through the provision of accessible buses and terminals and the provision of services by trained staff.

If you are a person with a disability and have faced a barrier to your mobility when attempting to travel by intercity bus, you may seek recourse by pursuing a complaint process.

Complaint Process

First, if you experience a barrier.

  • If you experience a barrier to intercity bus travel, you are encouraged to explain what your needs are to the person or people providing the service. Tell them what kind of assistance you require.

Then if your concerns are not addressed to your satisfaction.

  • If you are not satisfied, take the first opportunity to fill out a complaint form which is available from the bus company. If the company does not have a complaint form, contact Transport Canada at the address or numbers provided at the end of this document.
  • Send your completed complaint form to the management of the bus company concerned and provide a copy to Transport Canada. The bus company will forward a copy to its association.
  • The bus company has 30 days to work with you to resolve your complaint.
  • The bus company must inform its association and Transport Canada of the outcome.
  • It is expected that the majority of the complaints will be resolved at this stage.

Next, if you are unable to resolve your complaint.

  • If, after the 30 days, you are unable to resolve your complaint satisfactorily, the bus company's association has 15 days to work with you and the bus company to reach an agreement acceptable to all parties.
  • The association must inform Transport Canada of the outcome.

Finally, if the complaint remains unresolved.

  • If, after the 15 days, the association is unable to resolve your complaint, you may contact Transport Canada, at the address or numbers provided at the end of this document, to request resolution through the services of an independent mediator. Transport Canada will cover the cost of these services.
  • Once in receipt of your request, Transport Canada has 20 days to select and retain a mediator from a prequalified list of mediators, established by mutual agreement between consumer organizations, industry and Transport Canada.
  • The mediator then has 30 days in which to work with you and the bus company to resolve the complaint within the parameters of the Code. The mediator must report the outcome to Transport Canada.

Remember, you must send a copy of your complaint to:

Phone: 1-800-665-6478
TTY: 1-800-823-3823
Fax: (613) 991-6422

Mailing Address:
Transport Canada
Intergovernmental Affairs and Accessible Transportation (ACCF)
330 Sparks St.
Ottawa, Ontario
K1A 0N5

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