Job Description

Scope

To conduct a comprehensive assessment of the new Air Travel Complaints (ATC) program in order to determine the effectiveness of the process.

Tasks

Attend meetings – the Senior consultant will attend meetings as part of the Advisory Committee. These meetings will occur biweekly over 16 weeks for an anticipated total of 8 meetings. Meetings will occur between 31 March 2025 and 30 June 2025Review documentation – documentation to be reviewed could include reports, data analysis, presentations, email, meeting minutes, and briefs as presented by the Third Party reviewer, by CTA employees, or the Head of the CTA

Engage in strategic discussions – discussions will focus on the Air Complaint resolution process and will include topics around tribunal processes and legal obligations, financial information, technological tools and processes, federal government processes and service delivery, risk management and mitigation, industry implications, and data use and analysis

Share expertise – provide practical experiences resulting from being the Head of a Tribunal and having had to implement changes to tribunal processes and operations. Describe challenges experienced a...