In an inspection report of CP released on July 3, AMT stated that because a contract clearly defining the public service obligations of CP was still not yet in force, it is not possible to apply non-compliance sanctions as they are neither fixed or measurable.


AMT recommended CP inform passengers with as much advance notice as possible of disruptions to services, and to provide training to staff to supply passengers with “clear, correct, precise and adequate” information.


AMT requires CP to make a customer hotline available within 60 days to provide information about delays and cancellations.


CP must also make processes dealing with complaints faster and more efficient.


CP said that resolving most of the situations involving passenger complaints does not depend solely on its own management.


It is a consequence of the age of rolling stock, a lack of investment in recent years, a shortage of personnel, especially in EMEF (CP’s maintenance dept), the impact of the quality of the infrastructure (managed independently by IP), the permanent maintenance projects on the infrastructure, and CP’s lack of alignment with IP’s investments.