Complaint Resolution Officer

Closing date:August 5, 2026 - 23:59, Pacific Time

Selection process number
26-ATN-ATCRO-EA-CP-407

Salary
$96,235 to $104,044

Level
PM-05

Who can apply
Persons residing in Canada, and Canadian citizens and Permanent residents abroad.

Duties
Complaint Resolution Officers resolve air travel complaints filed by passengers against airlines. Using strong analytical skills and sound judgment, they help ensure a fair resolution process that supports the rights and responsibilities of both passengers and air carriers. In this role, you will:

• Analyze the evidence and positions of all parties
• Apply relevant legislation, regulations, and airline tariffs when assessing cases.
• Draft well-reasoned decisions and determine whether a remedy should be ordered.

Work environment
The Canadian Transportation Agency (CTA) is an independent regulator and quasi-judicial tribunal with the powers of a superior court. The CTA's responsibilities are:

• To help ensure that the national transportation system runs efficiently and smoothly;
• To provide consumer protection for air passengers;
• To protect the human rights of persons with disabilities to an accessible transportation network.

We are committed to fostering a healthy, respectful, and inclusive workplace. Our small size creates opportunities to collaborate across teams, build meaningful connections and get to know colleagues throughout the CTA. Our modern, accessible workplace is located at 60 Laval Street in Gatineau. Remote work may be considered for qualified candidates who reside outside a 125 km radius of 60 Laval Street, subject to operational requirements. Work arrangements will be determined in accordance with the Treasury Board Secretariat's Direction on Prescribed Presence in the Workplace and operational requirements.

Intent of the process
The Dispute Resolution Branch is seeking a minimum of 20 Complaint Resolution Officers (PM-05) to support the Air Travel Complaint Resolution Office. This process will be used to staff temporary term positions (approximately 12 to 18 months) with various linguistic profiles. A pool of partially or fully qualified candidates may also be established and used to fill similar positions with various language requirements within the Canadian Transportation Agency.

Positions to be filled
20

Important messages
IMPORTANT: Candidates who have already applied for internal process 26-ATN-ATCRO-IA-CP-379 do NOT need to apply for this process. Candidates must be available to participate in term, secondment, assignment and/or acting opportunities lasting 12 to 18 months beginning in the Fall of 2026. Candidates must be available to attend mandatory training throughout the months of October and November of 2026. Persons who cannot apply online or persons with disabilities preventing them from applying online are asked to inform the contact persons responsible for this process prior to the closing date. You may also review postings through INFOTEL at 1-800-645-5605. The INFOTEL number for persons using a TTY/TDD is 1-800-532-9397. PRE-SCREENING QUESTIONS: The pre-screening questions MUST be completed when applying for this selection process. It is your responsibility as a candidate to answer these questions in detail explaining and substantiating, using the STAR principles (Specific situation (S), Task (T), Actions taken (A) and Results (R)), and how you meet each of the essential experience qualifications. You must clearly indicate in writing the dates, duration and breadth of the experience and indicate when and where you obtained the experience. Please note that it is not sufficient to only state that the qualification is met or to provide a listing of current or past responsibilities. You must provide concrete examples, which illustrate how you meet each qualification. Failure to provide this information in the requested format will result in your application being rejected. Your résumé may be used as a secondary source to validate the education and the experience described in the answers to the pre-screening questions.

Operational Requirements

Willingness and ability to work overtime, as required;
Willingness and ability to travel occasionally.

You need (essential for the job)

Your application must clearly explain how you meet the following

EDUCATION:
A degree from a post-secondary institution with an acceptable specialization in a field related to the duties of the position or an acceptable combination of education, training and experience.

EXPERIENCE:
Experience analyzing complex information to present recommendations or render a decision or conclusion.
Experience drafting formal reports, briefing notes, or decisions.
Experience in the interpretation, application or development of legislation or regulations.

NOTES:
*Experience is defined as experience acquired over a period of approximately two (2) years or more performing the duties on a regular basis. The amount and the diversity of these activities as well as the autonomy level may also be taken into consideration.**Complex is defined as including the following characteristics: multidimensional, multiple, or conflicting sources of information or priorities to be analyzed.

Applied / assessed at a later date

COMPETENCIES:
Effective interpersonal relationships;
Showing initiative and being action-oriented;
Judgment.

ABILITIES:
Ability to analyze complex information and develop clear, well-reasoned recommendations.
Ability to communicate orally;
Ability to communicate in writing;
Ability to manage and prioritize multiple activities under tight deadlines in a high-volume environment.

Language requirements (essential for the job)

Applied / assessed at a later date

A professional law degree (LL.B., J.D., B.C.L.) or equivalent, from a recognized post-secondary institution.
Master's degree from a recognized post-secondary institution in a field related to the duties of the position (e.g. law, economics, social sciences, commerce, finance or sciences).

Experience preparing or drafting quasi-judicial, adjudicative, or investigative decisions or judgments.
Experience conducting investigations or reviews to resolve complaints, disputes or appeals within a legislative or regulatory framework.
Experience assessing and resolving air travel complaints through the interpretation and/or application of airline tariffs, legislation or regulations.

NOTES:
*Experience is defined as having performed these duties as a regular part of the candidate’s work. The amount and the diversity of these activities as well as the autonomy level may also be taken into consideration.

Our commitment

We're committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please contact the hiring organization below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the population it serves. We promote employment equity and encourage you to self-declare if you belong to one of the designated employment equity groups when you apply.

Preference will be given to veterans first, followed by Canadian citizens and permanent residents, with the exception of jobs located in Nunavut or Yukon. For positions located in Nunavut, qualified Inuit enrolled under the Nunavut Agreement will be appointed first. For positions located in Yukon, qualified Yukon First Nations will be appointed first, followed by qualified Indigenous persons.

We'd like to thank all those who apply. However, only the people selected for further consideration will be contacted.

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