Since June of 2007, the Canadian Transportation Agency (Agency) has played a vital role in resolving rail complaints related to railway construction and operation.  In resolving rail related complaints, the Agency offers facilitation, mediation, or adjudication services based on its authority established in the Canada Transportation Act.  When adjudicating complaints, the Agency looks at three factors: a railway company's level of service obligations, its operational requirements, and the area where the rail activity takes place. This important work touches communities across Canada and is pivotal in the implementation of the National Transportation Policy.