The CTA does not know how many complaints were resolved in favour of the customer and what compensation was issued
While public attention has focused on the agency’s inability to process complaints in a timely fashion, consumerJohn Lawford, executive director of the Public Interest Advocacy Centre in Ottawa, said the dearth of statistics may have to do with the fact that the CTA is a quasi-judicial tribunal – essentially a court, designed to issue judgments on individual cases.
Consumer ombudsmen typically collect detailed statistics about results of the complaints they handle. For example, the Ombudsman for Banking Services and Investments, which handles disputes between some banks and investment firms and their customers, regularly publishes statistics on how often it recommends monetary or non-monetary compensation for consumers or investors.
The CTA does collect some statistics about air passenger claims. For example, it tracks the types of issues raised by travellers and the number of complaints per 100 flights for various airlines. In its latest annual report, the CTA said it had processed 15,264 air travel complaints between April, 2021, and March, 2022.
Mr. Oommen said “anecdotal information” suggests some of the early withdrawals reflect the fact that passengers have been able to settle their disputes directly with airlines, before CTA facilitators intervene. But it’s also possible that some of those withdrawals had to do with travellers dropping their claims because of the long wait times, he said.
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