Accessibility complaint form: List of documents to upload

  • Your travel itineraries and tickets, if applicable
  • Any correspondence that you have exchanged with the transportation service provider, including any communication about your disability-related needs
  • Any medical documentation about your disability, such as letters from your doctor or a completed Medical Information Form (PDF, 661 KB)
  • if your complaint relates to travel with a service dog, a document issued by a person or an organization that specializes in service dog training that sets out:
    • your name and your dog’s name and breed;
    • a statement confirming that your dog has been trained by this person or organization which specializes in service dog training;
    • a description of the training your dog received and confirmation that the training was so that it can perform a task or tasks to assist you with a disability-related need; and
    • a description of the task or tasks your dog performs related to your disability.
  • If your complaint relates to travel with an emotional support dog,
    • proof from a licensed medical health professional that they are treating you for a mental health disability, and that you require your dog to accommodate that disability.
    • a veterinary certificate that:
      • identifies your dog by name and breed;
      • identifies the person with a disability who relies on that dog as an emotional support animal;
      • states that the dog is healthy enough to travel; free of any contagious diseases, ticks and fleas; and current on its vaccinations; and
      • states whether the veterinarian has any knowledge of inappropriate behaviour exhibited by the dog, including aggressive behaviour, excessive whining or barking, or causing injury to others.
  • Receipts for any money that you spent because of what happened
  • Claim forms
  • Work attendance and salary records (for claims related to lost wages)
  • If you are a friend or family member representing other people who experienced an accessibility-related problem, a signed Authorization of representative form (PDF, 1.2 MB) for each person aged 18 or older to show that you have their permission to represent them.
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