Skip to Main Content

Accessibility complaint resolution process

  1. Accessibility complaint is received by email at [email protected] or complaint is transcribed by an employee who answers a call at 613-248-2025.
  2. If the complaint is received by email, an acknowledgement receipt is sent within 2 business days. At this time, more information may be requested.
  3. Depending on the circumstances:
    • If the complaint is related to an Airport Authority (the Authority) service or Ottawa International Airport (YOW) facility and can be easily resolved, the Authority will rectify the situation and inform the complainant as to what action(s) resulted from the complaint.
    • If the complaint is related to an Authority service or YOW facility and cannot be easily resolved, the issue will be further explored by the Authority, and measures will be taken to find a solution. Once implemented, the Authority will inform the complainant as to what action(s) resulted from the complaint.
    • If a complaint pertains to an on-campus service provider that does not have a formal complaint response/resolution process through their website, the email will be escalated to the implicated campus partner’s team lead at YOW.
      • The service provider will respond directly to the complainant and copy the Authority; or
      • The service provider will respond to the Authority, who in turn will inform the complainant.
    • If a complaint pertains to an on-campus service that has a formal complaint response/resolution process through their website, the Authority will refer the complainant to that resource. The Authority will also inform the implicated campus partner’s team lead at YOW of the complaint.
  4. The Authority tracks all comments received in order to identify trends to effect change when and where possible. We continuously seek ways to improve our services, and the information gathered through comments received from passengers and members of the public is critical to help us do so.
  5. A complaint will be acknowledged, other than an anonymous complaint, in the same manner in which it was received.