VIA Rail's Ombuds

Me Anaïs Lacroix


Anaïs Lacroix joined VIA Rail on March 1, 2025, as the new Organizational Ombuds. She is also Chief Executive Officer at Latitude, an independent firm that acts exclusively as a neutral and impartial third party to promote harmonious relationships within organizations across Canada. As a lawyer and accredited mediator, Anaïs Lacroix specializes in conflict management, institutional investigations, and organizational ethics. 

Her role:
The Ombuds is an independent, impartial, and confidential resource whose mission is to facilitate the fair resolution of ethical concerns and complaints. Accessible to both members of the public and VIA Rail employees, the Ombuds’ role is to receive reports related to ethics in a neutral, independent and confidential manner, to make recommendations to address systemic issues, where appropriate, and to contribute to the improvement of the organization’s policies and practices.

When to Consult the Ombuds
The Ombuds is the right person to help you resolve your concerns about an organizational ethics breach, particularly when other internal mechanisms have been exhausted or are inappropriate given the circumstances.

Examples of situations that might prompt you to consult the Ombuds include:

• Fraud committed by one or more staff members.
• Corruption.
• Misuse of public funds.
• Negligence by one or more employees regarding environmental protection or safety of employees, passengers, or the public.
• Unauthorized disclosure of sensitive information by one or more staff members.
• Illegitimate use of the Corporation’s name, logo, or property.

For complaints related to your customer experience, please visit the following section of our website: Contact Us | VIA Rail

Please note that complaints relating to customer experience without an ethical dimension are specifically excluded from the Ombuds' remit.

How to Contact the Ombuds

You can reach Anaïs Lacroix by:
Phone: 514-912-5237 | Toll-Free: 1-800-316-6804
Email: viaombuds@latitudemgmt.ca
Via the Clearview platform completely anonymously: ClearView Connects