Complaints and disputes about rail transportation
Types of dispute resolution services
The CTA can resolve disputes that arise between federal railway companies and their clients and neighbours.
Facilitation
An Agency officer assesses the issue and leads an informal exchange between the parties, usually by phone or email. Most disputes are resolved by facilitation.
Possible outcome:
The officer works with the parties to develop a mutually satisfactory solution.
Learn more about facilitation.
Mediation
An Agency mediator helps parties resolve their differences through negotiation (face-to-face or by teleconference).
Possible outcome: The mediator helps the parties reach a confidential settlement agreement that can be filed with, and enforced by, the Agency.
Learn more about mediation.
Adjudication
A panel of one or more Agency Members will consider the written arguments and evidence from each party.
Possible outcome: A panel issues a decision that is legally binding on the parties and made public.
Learn more about adjudication.
Arbitration
An arbitrator reviews the facts (or final offers) submitted by the parties. The Agency offers three types of arbitration for certain types of disputes (usually rail).
Possible outcome: The arbitrator makes a legally binding, confidential decision to settle the dispute.
Learn more about arbitration.
Railway, Rail Shipper and Community Help Line: 1-877-850-7148
Most common issues we can help with
- Level of service
- Complaints about rail noise and vibration
- Rail level of service agreements (by arbitration)
- Interswitching
- Crossings
- Line transfer and discontinuance
- Railway line construction and relocation
Other issues we can help with
- Rates
- Long-Haul Interswitching
- Running rights and joint track usage
- Public passenger service providers' use of railway lines and other assets
- Construction of a railway line across another railway line
- Line relocation or re-routing of traffic in urban areas
- Work done by railway companies for safety reasons
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