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

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. Draft well-reasoned decisions and determine whether a remedy should be ordered.

To help ensure that the national transportation system runs efficiently and smoothly; To protect the human rights of persons with disabilities to an accessible transportation network. Work from home 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.

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.

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. 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. You must provide concrete examples, which illustrate how you meet each qualification. Willingness and ability to work overtime, as required;

Willingness and ability to travel occasionally. 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 drafting formal reports, briefing notes, or decisions.

The amount and the diversity of these activities as well as the autonomy level may also be taken into consideration.**Ability to communicate in writing;

Language requirements (essential for the job)

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.

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.

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 Yukon, qualified Yukon First Nations will be appointed first, followed by qualified Indigenous persons.

📌 Legal Case Handler (Gatineau)
🏢 Employment and Social Development Canada
📍 Gatineau