Clients Highly Satisfied with Canadian Transportation Agency

OTTAWA, Sept. 9 /CNW Telbec/ - The Canadian Transportation Agency today released the final report on its 2009-2010 client satisfaction surveys.

Compiled and analysed by Ispos Reid Public Affairs, the survey results reveal high degrees of satisfaction with Agency services on the part of both key transportation stakeholders and members of the travelling public who have dealt with the Agency. The Agency also got high marks for its professionalism and for ensuring its processes are well understood.

Survey respondents expressed satisfaction with and support for Agency alternative dispute resolution (ADR) methods such as facilitation and mediation. The Agency has been actively promoting ADR approaches over the past few years.

The report also validates the key corporate priorities the Agency established in a three-year Strategic Plan and the actions taken over the last two years to support these objectives. Most notably, the Agency has worked at enhancing dialogue with its stakeholders and on improving the responsiveness and effectiveness of its dispute resolution processes, including ADR.

"These results clearly demonstrate that the Agency is valued and respected," said Geoff Hare, Chair and Chief Executive Officer. "What we have heard is that we are on the right track on the most critical issues of importance to our clients. They have also identified some specific areas for improvement."

The Agency has established a multi-year client satisfaction research program, with the 2009-2010 surveys being the initial phase. The surveys covered Canada's main national rail, air and marine transportation service providers, major associations representing industry, users and persons with disabilities, and individuals who used the Agency's dispute resolution services.

About the Canadian Transportation Agency

The Canadian Transportation Agency is an independent administrative body of the Government of Canada. It performs two key functions within the federal transportation system:

• As a quasi-judicial tribunal, the Agency, informally and through formal adjudication, resolves a range of commercial and consumer transportation-related disputes, including accessibility issues for persons with disabilities. It operates like a court when adjudicating disputes.
• As an economic regulator, the Agency makes determinations and issues authorities, licences and permits to transportation carriers under federal jurisdiction.

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For further information:

Media Relations
Canadian Transportation Agency
819-934-3448
[email protected]