Governance & Ethics

At VIA Rail, we believe that openness and transparency are essential to building trusted relationships with customers, partners, and the public. That’s why we make detailed documentation about our operations and activities available to the public.

 
 

Access to information

In 2007, VIA Rail became subject to both the Access to Information Act (ATIA) and the Privacy Act. Since then, we have been committed to responding to information requests from the public, the media, and other parties interested in VIA Rail’s operations.

Since September 1, 2007, VIA Rail Canada Inc. ("VIA Rail") is subject to the requirements of the Access to Information Act ("ATIA").

The ATIA provides a right of access to records under the control of VIA Rail to Canadian citizens, permanent residents and corporations established in Canada in accordance with the principles that government information should be available to the public, that necessary exceptions to the right of access should be specific and limited and that decisions on the disclosure of government information may be reviewed independently by the courts.

Access to information requests

We regularly receive requests from different parties. To ensure that your request is processed correctly, please read the following before submitting your request.

To submit an access to information request, you may fill out the Access to Information Request Form PDF 492kb or write a letter stating the following:

  • that request is made under the Access to Information Act (“ATIA”);
  • a detailed and specific description of the information being sought;
  • your personal details (name, street, address, city or town, province or territory, postal code, telephone number and e-mail address);
  • the date of your request;
  • a statement confirming that you are a Canadian citizen, a permanent resident or an individual or corporation in Canada;
  • your signature.

 

Application fee

A check or money order in the amount of $5.00 made payable to VIA Rail Canada must be enclosed with each request in order to pay the application fee.

Transmission of the request

The filled out form or letter, along with the check or money order, can then be sent to the following address:

Access to Information and Privacy Coordinator
VIA Rail Canada Inc.
3 Place Ville Marie, Suite 500
Montreal, Québec
H3B 2C9

You may submit your access to information request by e-mail to the following address: ​​​​​​ATIP@viarail.ca.

Response time

According to the ATIA, VIA Rail Canada must acknowledge a request within 30 calendar days of its reception. However, in special cases, the organization may need more time to process your request and will then provide you with an extension notice.

Contact us

For any questions related to access to information, do not hesitate to contact us at the following e-mail address: ATIP@viarail.ca.

Completed access to information requests

VIA Rail periodically posts summaries of completed access to information requests on its website.

You will find, on the tabs above, the summaries of requests processed by the Access to Information and Privacy Unit of VIA Rail Canada.

Pursuant to section 7.13 and Appendix E of the Directive on the Administration of the Access to Information Act of the Treasury Board of Canada Secretariat, VIA Rail also posts summaries of completed access to information request to the open government portal of Canada in both official languages.

Here are the lists containing summaries of completed requests. Requests focusing on personal information are not included:

Annual reports on the administration of the ATIA

Since 2007, VIA Rail Canada Inc. (‘VIA Rail’) is subject to the legal requirements of the Access to Information Act (‘ATIA’). The ATIA provides a right of access to records under the control of VIA Rail in accordance with the following principles: 1) government information should be available to the public, 2) necessary exemptions to the right of access should be specific and limited, and 3) decisions on the disclosure of governmental institutions may be reviewed independently by the courts.

Proactive Disclosure

The information on this page contains travel and hospitality expenses incurred by the Chairperson of the Board of Directors, the President and Chief Executive Officer and the Executive Officers of VIA Rail.The guiding principles for travel and hospitality expenses are outlined in the Financial Policy, Practice and Authority (FPPA) Manual as well as in VIA Rail’s Director Compensation and Expenses Policy of VIA Rail. These documents establish, among other things, guidelines for the reimbursement of legitimate and reasonable expenses incurred by VIA Rail’s personnel in the conduct of the business of the organization.

As a leader in the field of passenger transportation in Canada, and with offices, train stations and maintenance centers across the country, VIA Rail encourages the use of its services by senior managers travelling in the course of their functions. When time and distance make travelling by train impractical, senior managers are allowed to use other means of transport. It should also be noted that, in rare cases, senior managers may be required to travel abroad to meet with leaders and experts in the railway industry and to attend international conferences.

The expenses incurred by the Chairperson of the Board of Directors, the President and Chief Executive Officer and Executive Officers of the organization are presented to the VIA Rail Board of Directors on a regular basis. The expenditure accounts are also subject to verification by internal and external auditors to ensure that such expenditures are consistent with the organization's policies.

Please note that the information on this page will be updated on a quarterly basis and that the information typically protected under the Access to Information Act or the Privacy Act has been intentionally omitted.

Summary - Business Travel and Hospitality Expenses (in dollars $)

 

Aggregate Annual Corporate Disclosure

VIA Rail Canada reports, at an aggregate corporate level, travel and hospitality expenses, on an annual basis.

Ethics & Compliance

The values of trust, integrity and living together are important to VIA Rail. While these values are conveyed daily in everything we do, certain actions, behaviours or speech can cause discomfort or be perceived as questionable, unacceptable or unethical. This is why it is important to have a safe, clear and confidential reporting process. To ensure that our suppliers and the public have a high level of confidentiality for reporting wrongdoing or unethical behaviour, VIA Rail uses an online reporting platform that makes it possible to report any wrongdoing or unethical behaviour with confidence and in complete anonymity. Reports made through the reporting platform will automatically be brought to the attention of the Ethics Compliance Officer.

Report wrongdoing or unethical behaviour today:

- Online

- By phone at toll-free number of VIA Rail: 1-833-201-9491

- By mail to the following address:

Complaints
P.O. Box 11017
Toronto, Ontario M1E 1N0

 

Privacy

Since September 1, 2007, VIA Rail Canada Inc. ("VIA Rail") is subject to the requirements of the Privacy Act ("PA").

The PA gives Canadian citizens and all people living in Canada the right to access information about them that is held by the federal administration. The PA also protects them against unauthorized disclosure of their personal information and controls how the institution will collect, use, store, disclose and dispose of personal information.

For more information please read the Privacy Policy.
 

Personal Information Requests

Submit a Personal Information Request or a Personal Information Correction Request

To submit a personal information request or a personal information correction request, you may fill out either of these forms:

Personal Information Request Form PDF 122kb

Personal Information Correction Request Form PDF 68kb

You can also submit a letter stating the following:

  • that request is made under the Privacy Act (“PA”);
  • a detailed and specific description of the information being sought;
  • your personal details (name, street, address, city or town, province or territory, postal code, telephone number and e-mail address);
  • the date of your request;
  • a statement confirming that you are a Canadian citizen, a permanent resident or an individual or corporation in Canada;
  • your signature.

Application Fee

There is no application fee for a request made under the PA.

Transmission of the Request

The filled out form or letter can then be sent to the following address:

Access to Information and Privacy Coordinator
VIA Rail Canada inc.
3, Place Ville Marie, Suite 500
Montreal (Québec) H3B 2C9

You may submit your personal information or personal information correction request by e-mail to the following address: ​​​​​​ATIP@viarail.ca.

Response Time

According to the PA, VIA Rail Canada must acknowledge a request within 30 calendar days of its reception. However, in special cases, the organization may need more time to process your request and will then provide you with an extension notice.

Deletion of Personal Information

You may request VIA Rail to delete any personal information held by VIA Rail in its commercial databases by sending an e-mail to ATIP@viarail.ca. You will no longer receive commercial e-mail messages from VIA Rail unless you contact us again.

My VIA Profile

Please note that you can consult your travel history and obtain other relevant information such as your transactions summary (e.g. for tax purposes) by logging in to your online VIA Profile.

Contact Us

For any questions related to privacy, do not hesitate to contact us at the following e-mail address: ATIP@viarail.ca

Annual Reports on the Administration of the PA

According to the Federal Accountability Act effective September 1, 2007, VIA Rail Canada Inc. ("VIA Rail") is subject to the legal requirements of the Privacy Act ("PA"). The PA gives Canadian citizens and all people living in Canada the right to access information about them that is held by the federal government. The PA also protects Canadian citizens against unauthorized disclosure of their personal information and controls how the institution will collect, use, store, disclose, and dispose of personal information. All of our annual reports below are tabled in Parliament according to section 72 of the PA.

 

Info Source

Sources of Federal Government and Employee Information 2019
VIA Rail Canada inc.

Printable Version PDF 74kb

General Information

Institutional Functions, Programs and Activities

Manuals

Additional Information

Reading Room

General Information

Introduction to Info Source

Info Source: Sources of Federal Government and Employee Information provides information about the functions, programs, activities and related information holdings of government institutions subject to the Access to Information Act and the Privacy Act.It provides individuals and employees of the government (current and former) with relevant information to access personal information about themselves held by government institutions subject to the Privacy Act and to exercise their rights under the Privacy Act.

The Introduction and an Index of institutions subject to the Access to Information Act and the Privacy Act are available centrally.

The Access to Information Act and the Privacy Act assign overall responsibility to the President of Treasury Board (as the designated Minister) for the government-wide administration of the legislation.

Background

VIA Rail Canada operates the national passenger rail service on behalf of the Government of Canada. The Corporation’s objectives are to provide and manage a safe, efficient, and reliable passenger rail service in Canada. VIA Rail Canada’s plans and funding are approved by the Treasury Board of Canada through VIA Rail Canada’s annual Corporate Plan.

VIA Rail Canada was established in 1977 as a subsidiary of Canadian National Railway Company (CN).  VIA Rail Canada became a Crown Corporation in 1978, and was incorporated under the Canada Business Corporations Act PDF 1.44mb. VIA Rail Canada does not have its own enabling legislation. VIA Rail Canada is a Schedule III, Part I Crown Corporation, is appropriation-dependent, and is not an Agent of Her Majesty.

An independent Board of Directors governs VIA Rail Canada. Board members are appointed by the Governor-in-Council following recommendation by the Minister of Transport. VIA Rail Canada’s Board of Directors is responsible for overseeing the strategic direction and management of the Corporation. The Corporation and its Board of Directors are committed to implementing principles and best practices of good governance. All members of the Board sign a code of ethics reflecting the spirit and intent of the Accountability Act PDF 354kb, which sets out standards of transparency and accountability for the officers and directors of Crown corporations. VIA Rail’s Board of Directors reports to the Minister of Transport, The Honourable Marc Garneau. The Minister tables VIA Rail Canada’s Annual Report to Parliament, the Summary of VIA’s Corporate Plan, and reports on VIA Rail Canada’s operations to the House of Commons.

Responsibilities

VIA Rail Canada operates close to 514 train departures weekly on a 12,500 kilometers rail network, connecting over 400 Canadian communities across the country. VIA Rail Canada's fleet includes 431 train cars and 73 active locomotives. In addition to 121 train stations, VIA Rail Canada operates four modern maintenance facilities. VIA Rail Canada owns 2% of the rail network on which it operates. A total of 98% of the infrastructure used by the passenger rail service is owned and managed by railway partners, primarily CN and Canadian Pacific Railway Company (CP). With approximately 3,100 active employees, VIA Rail Canada carried 4.74 million passengers in 2018.

In 2012, VIA Rail Canada built the foundation of its future evolution. Frequency adjustments were implemented at the end of October, along with an intermodal strategy.  The new frequencies between Ottawa and Toronto, Montréal and Toronto, Montréal and Québec City, and between Québec City and Ottawa, as well as the multiplicity of intermodal connections with our transportation partners are all part of this strategy. 

Through our Statement on Official Languages, VIA Rail Canada recognizes English and French as the two official languages. The Corporation is committed to taking positive measures to serve members of the public and its clients in the official language of their choice.

Our Safety Policy develops and communicates the corporate commitment to health and safety.  The policy includes VIA Rail Canada’s safety beliefs, values and overall direction.

VIA Rail Canada has an Environmental Policy PDF 196kb, which provides the guidelines for the implementation and improvement of its Environmental Management System (EMS).

Furthermore, VIA Rail Canada recognizes the value of its information assets as being an essential part of its daily operations. In order to achieve its goals, VIA Rail Canada applies security measures according to the level of importance the information asset has within the company in compliance with governing legislation, regulations, collective agreements, directives and standards. VIA Rail Canada applies this through our Information Security Policy.

And finally, the purpose of VIA Rail Canada’s Privacy Policy is to govern the collection, use and disclosure of personal information in compliance with the requirements set out in the Federal Government’s Privacy Act.

Our Vision

To make of passenger rail the preferred way to move and connect people in Canada.

Our Mission (to our customers)

To offer a safe, attractive and stress-free travel experience, while consistently providing the best value for money.

Our Mandate (from our Shareholder)

To offer a national passenger rail transportation service that is safe, secure, efficient, reliable, and environmentally sustainable, and that meets the needs of travelers in Canada.

Institutional Functions, Programs and Activities

Institution-Specific Content

Operation of National Passage Rail Transportation System

VIA Rail Canada’s main program activity consists of the operation of a national passenger rail transportation system.  In order to achieve this objective, VIA Rail Canada performs the functions described below.

Customer Experience

The Customer Experience function is responsible for activities directly contributing to the customer experience including the delivery of services in stations and on-board trains. The function is also responsible for the administration of real estate and property management.

Federal Government Train Travel Privileges

Description: Includes records related to the requests for train travel privileges for the active Governor General, Prime Minister, Senators, Ministers, Deputy Ministers and Members of Parliament, their dependent spouse, dependent children, dependant student or other eligible dependant living with them (if applicable), as well as the Chairman and members of VIA Rail Canada’s Board of Directors, their dependant spouse, dependent children, dependent children who are students. 

Document Types: VIA Rail Canada’s Rail Pass Policy and “Train Passes for Members of Parliament Declaration” forms, rail passes and correspondence.

Record Number:VIA 1620

Marketing Sales and Commercial Planning

The Marketing and Sales function oversees all marketing and sales components at VIA Rail Canada including product design to increase both passenger and non-passenger related revenues. It is also responsible for Customer Relations, Revenue Management and Pricing, as well as Business Development. In addition, this function has the mandate to conduct customer and market research in order to help VIA Rail Canada anticipate and respond to customers’ needs. Part of its mandate is to provide services through the Telephone Sales Offices.
 

On-line ticket reservations and sales

Description:  Core reservation system which houses various reservation applications and contains records related to trips such as: point of origin, destination, passenger type, class of service, conditions of fare plans, business travel fares, fare paid, promotions, discounts and refund entitlements, lists of authorized use of rail passes, train operations, train schedules (timetable and scheduling), late trains, inventory by train (seat/cabin), reservation information, fare determination and pricing guidelines.

Document Types: Customer profiles, booking confirmations, Close the Sale (“CTS”), e-tickets, ticket cancellation confirmations, free upgrades to business class, promotional vouchers, familiarisation trip vouchers, lists, train schedules, correspondence and statistical reports.

Record Number:VIA 2360

Loyalty Marketing

Description: Includes records related to train travel (point of origin, destination, passenger type, class of service, fare paid, promotions and discount and refund entitlements), point transactions (multi-tier management), contact logs and marketing communications history (a record of communications with our client base).

Document Types: VIA Préférence Training manual, enrolment forms, correspondence, membership cards, member benefit coupons, press releases, newsletters, presentations, an electronic website for VIA Préférence members and VIA Rail Canada sales agents, statistical reporting and memoranda.

Record Number:VIA 6000

Marketing Support and Customer Relations

Description: Includes records related to correspondence from passengers commending front-line employees (onboard, station staff, call centre staff and administrative employees) for the quality of services received. Also included are records related to the processing of customer complaint issues and some types of information requests that cannot be handled by the front-line (onboard) employees, station staff, call centre staff and administrative employees. Requests for information are not limited to the following and may include correspondence concerning fare and pricing related issues and timetable and scheduling issues. Complaints may include service offering, onboard passenger experience, station and property issues and general administration. Document Types: Tickets, ticket vouchers, promotional vouchers, travel certificates, guidelines, correspondence and statistical reports.

Document Types: Tickets, ticket vouchers, promotional vouchers, travel certificates, guidelines, correspondence and statistical reports.

Record Number:VIA 5700

Operations

The Operations function touches on all aspects of VIA Rail Canada's business relating to maintenance, engineering, fleet and inventory management and train operations. It ensures all trains are operated efficiently, reliably and safely in accordance with VIA Rail Canada's service standards and applicable rules and regulations.

Infrastructure and Station Projects

Description: Includes records related to the development and implementation of railway infrastructure improvements while creating public awareness through public information sessions with municipalities and promoting the benefits of VIA Rail Canada’s projects for rail safety and improvements.  The records may also include information on track construction, rail signal systems, construction, bridge construction, rail crossings and the construction of fencing along the Right-Of-Way.

Document Types: Correspondance, station concept documentation and notices.

Record Number:VIA 8300

Internal Services

Internal Services constitute groups of related activities and resources that are administered to support the needs of programs and other corporate obligations of an organization. These groups are: Management and Oversight Services; Communications Services; Legal Services; Human Resources Management Services; Financial Management Services; Information Management Services; Information Technology Services; Real Property Services; Materiel Services; Acquisition Services; and Travel and Other Administrative Services. Internal Services include only those activities and resources that apply across an organization and not to those provided specifically to a program.

Acquisition

Acquisition services involve activities undertaken to acquire a good or service to fulfill a properly completed request (including a complete and accurate definition of requirements and certification that funds are available) until entering into or amending a contract.

Communications Services

Communications services involve activities undertaken to ensure that Government of Canada communications are effectively managed, well-coordinated and responsive to the diverse information needs of the public. The communications management function ensures that the public – internal or external – receives government information, and that the views and concerns of the public are taken into account in the planning, management and evaluation of policies, programs, services and initiatives.

Financial Management Services

Financial management services involve activities undertaken to ensure the prudent use of public resources, including planning, budgeting, accounting, reporting, control and oversight, analysis, decision support and advice, and financial systems.

Human Resources Management

Human resources management services involve activities undertaken for determining strategic direction, allocating resources among services and processes, as well as activities relating to analyzing exposure to risk and determining appropriate countermeasures. They ensure that the service operations and programs of the federal government comply with applicable laws, regulations, policies and plans.

Information Management Services

Information management services involve activities undertaken to achieve efficient and effective information management to support program and service delivery; foster informed decision making; facilitate accountability, transparency and collaboration; and preserve and ensure access to information and records for the benefit of present and future generations.

Information Technology Services

Information technology services involve activities undertaken to achieve efficient and effective use of information technology to support government priorities and program delivery, to increase productivity, and to enhance services to the public.

Legal Services

Legal services involve activities undertaken to enable government departments and agencies to pursue policy, program and service delivery priorities and objectives within a legally sound framework.

Management and Oversight Services

Management and oversight services involve activities undertaken for determining strategic direction and allocating resources among services and processes, as well as those activities related to analyzing exposure to risk and determining appropriate countermeasures. They ensure that the service operations and programs of the federal government comply with applicable laws, regulations, policies or plans.

Materiel Services

Materiel services involve activities undertaken to ensure that materiel can be managed by departments in a sustainable and financially responsible manner that supports the cost-effective and efficient delivery of government programs.

Real Property Services

Real property services involve activities undertaken to ensure that real property is managed in a sustainable and financially responsible manner, throughout its life cycle, to support the cost-effective and efficient delivery of government programs.

Travel and Other Administrative Services

Travel and other administrative services include Government of Canada travel services, as well as those other internal services that do not smoothly fit with any of the internal services categories.

Manuals

Corporate Guideline for Passenger Names
Guideline for Conditions of Carriage
Guide on Train Service
Procedure for Request for Information
Train Emergency Response Plan
Travelling Better Together - a Safe and Secure Travel Environment

Additional Information

The Government of Canada encourages the informal release of information through requests outside of the ATIP process.  You may wish to consult VIA Rail Canada’s completed Access to Information summaries and open data.

To submit an informal request for information that has been previously released, please contact VIA Rail Canada’s Access to Information and Privacy (ATIP) Office at one of the following addresses: 

 

VIA Rail Canada inc.
Access to Information and Privacy Coordinator
3, Place Ville-Marie, Suite 500
Montréal (Québec) H3B 2C9

Or

atip@viarail.ca

To obtain more information on how to file a formal access to information request or personal information request, please consult the Access to Information Requests on our website.

Reading Room

In accordance with the Access to Information Act and Privacy Act, an area on the premises will be made available should the applicant wish to review materials on site. VIA Rail Canada’s address is the following :

VIA Rail Canada Inc.
3 Place Ville-Marie, Suite 500
Montréal (Québec) H3B 2C9