• Frequently Asked Questions

    Walk-in service appointments

    The Pass Permit Control Office is introducing a walk-in service for Transportation Security Clearance and Restricted Area Identity Card applications on a trial basis for the months of December 2018 and January 2019. We believe the walk-in service will provide our customers with the flexibility to attend the Pass Office at their convenience during Pass Office business hours.

    Why have we decided to trial a first-come, first-served basis?

    As part of a Mega Hub Airport and to help achieve our vision to be the best airport in the world, the Pass Office is dedicated to providing the best level of service to meet the needs of the Toronto Pearson community. While appointments may be beneficial for some employees, our experience demonstrates many employees find a walk-in service to be more flexible, enabling them to visit the Pass Office when it is most convenient for them. We believe this trial will demonstrate a flexible and efficient way to serve the community. This service will also allow for additional flexibility for last minute requests.

    What is the walk-in service?

    The Pass Office currently offers a walk-in service for processing Access Control Officer ID, Airside Vehicle Operator Permits (AVOP), keycards, reprints and returns. We are expanding our current walk-in service to include applications for Transportation Security Clearance (TSC) and Restricted Area Identity Cards (RAIC).

    Will I still need to send an email in advance to let the pass office know I will be attending?

    Emails will not be required to book appointments or to advise the Pass Office of your attendance. This will provide the customer the flexibility to visit the Pass Office when it is convenient for them, without waiting for an email response.

    How long will I have to wait?

    During this short trial, the Pass Office will operate on a first-come, first-served basis, by type of service requested. The wait times will vary throughout the day and may vary from day-to-day. Our staff will advise you of the approximate wait time when you arrive and will update you if the situation changes while you’re waiting. Currently, our high traffic periods are Mondays and Fridays, from 11:40am to 1:30pm.

    Currently, our high traffic periods are Mondays and Fridays, from 11:45am to 1:30pm.

    On weekdays, you can expect moderate traffic from 7:45am to 9:30am and from 2:00 to 3:00pm. Light traffic periods are generally 10:00am to 11:30am and 3:00 to 4:15pm.

     

    What if my application is determined to be inaccurate or incomplete when I arrive?

    The Pass Office will review your application upon your arrival. If your application is incomplete, a staff member will provide guidance on how to complete your application form. You will have the opportunity to return with a completed application form at another time that is convenient for you, during the Pass Office business hours.

    When will the last customer be seen each day?

    The Pass Office will stop accepting new customers at 4:15 p.m. daily.

    Is the walk-in service for new and renewing employees?

    The walk-in service is available for both new and renewing employees, whether renewing or applying for Transportation Security Clearance (TSC), a Restricted Area Idendity Card (RAIC), a keycard or other passes.

    Will the vetting clinic be available?

    The vetting clinic will not be required during the trial period. When applicants visit the Pass Office, their application forms will be reviewed in the same manner as the vetting clinic provided. If the application form is complete, the applicant may be processed. If the application form is incomplete or errors are identified, guidance will be provided on how to complete the form. The applicant will have an opportunity to update their application form and may choose to return at another time that is convenient for them, during Pass Office business hours.

    What if I am not able to wait, given the length of time?

    You may choose to leave and return the same day or on another day, during Pass Office business hours.

    Are there other options?

    It is the intent of the Pass Office to serve every customer in a timely and courteous manner, however, if any customer feels that the options made available are not meeting their needs, the Express Service will remain available for customers who wish to utilize it. More information about the Express Service is available at https://www.torontopearson.com/en/businesspartners/forms/pass-office/#.

    Why are appointments no longer offered?

    In December 2019 and January 2019, we introduced a Walk-in Service trial, as our customers were not content with the appointment times they had received or the length of time they had to wait to obtain an appointment. During the Walk-in Service Trial, we have been collecting feedback from airport employees using our services. As we near the end of the trial, we are reviewing the data collected and will share more information with the airport community in the coming weeks. In the interim, to ensure consistency and ease of access for our customers, we will continue with the Walk-in Service.

    While appointments are beneficial for some employees, our experience demonstrates many employees find a walk-in service to be more flexible, enabling them to visit the Pass Office at a time that is most convenient for them. Our customers work in an ever-changing environment, which can make it difficult to commit to a scheduled appointment. Moving to a walk-in service will provide flexibility to our community members to choose a time that is convenient for them, during the Pass Office business hours.

    When I think of a walk-in service, I think of long wait times. How will I know when it is a good time to attend the Pass Office?

    Upon arrival at the pass office, while your paperwork is reviewed by a staff member, you will be informed of the approximate wait time, to enable you to determine whether you want to wait to be seen. As this service progresses, we will monitor trends to better inform applicants of the best time to attend the Pass Office.

    Please see the fourth question, above: "How long will I have to wait?" for more information.

    What if the community is not satisfied with the new walk-in service?

    We believe the walk-in service will provide flexibility to customers, while improving the processing of applications. The walk-in service is being introduced on a trial basis for the months of December and January. We value your feedback and we will be reaching out to all employees who use the service during the trial period to gather feedback on this service.

    I remember when we had a walk-in service in the past, with long wait times. Why would we introduce a walk-in service today?

    In the past, there was a requirement to reissue a new Restricted Area Identity Card to all employees in the airport community over a short period of time, which often resulted in long line-ups and wait times. We have improved processes and systems over the past several years and, as a global hub airport that continues to grow, we believe a walk-in service will provide more flexibility to our staff and airport employees, enabling us to better serve the community.

    As an Employer with multiple new hires, what is the best time to attend the Pass Office?

    The Pass Office will operate on a first-come, first-served basis, during regular business hours. We will monitor trends and provide information on the results. The Pass Office provides services to all employers for their renewing and new employees. The Pass Office will do their best to serve all applicants, however, priority will be given to renewing applicants to support operations.

    If you have a significant number of new hires who require passes, we encourage you to speak to them about visiting the Pass Office at varying times throughout the week.

    When will the Walk-In Service Trial be complete?

    The Walk-in Service Trial is scheduled to continue through early 2019. During the Walk-in Service Trial, we have been collecting feedback from airport employees using our services. As we near the end of the trial, we are reviewing the data collected and will share more information with the airport community in the coming weeks. In the interim, to ensure consistency and ease of access for our customers, we will continue with the Walk-in Service.

  • Other FAQs

    What is CATSA?

    CATSA is the Canadian Air Transport Security Authority (CATSA).The four responsibilities currently assigned to CATSA in accordance with the CATSA Act are as follows:

    • Pre-Board Screening (PBS) of passengers and their belongings;
    • Acquisition, deployment, operation, and maintenance of explosives detection systems (EDS) for hold baggage screening (HBS);
    • Implementing a non-passenger screening (NPS) program for persons accessing restricted areas of airports;
    • Implementation of a Restricted Area Identity Card (RAIC).

    Note: It is the CATSA system that the GTAA Pass Permit Control Office uses to process a Restricted Area Identity Card (RAIC).

    What is a RAIC?

    A RAIC is a Restricted Area Identity Card that contains the employee biometrics used to gain access to a restricted area of the Airport.

    What is a Security Controlled Pass?

    A Security Controlled Pass is a temporary pass issued by the GTAA Pass Permit Control Office in order to allow an employee to work in a restricted area with restrictions until Transport Canada grants a security clearance. If a security clearance is not granted, the Security Controlled Pass must be returned to the GTAA Pass Permit Control Office. A Security Controlled Pass is valid for three months. It can be extended provided it has not expired and provided Transport Canada has not refused your Transportation Security Clearance.

    Why does an employee attend the pass office twice?

    The first visit is to apply to Transport Canada for a Transportation Security Clearance. If approved, a second visit to the Pass Permit Control Office is required to process a RAIC with the CATSA system.

    What is Transport Canada's role with respect to the issuance of a Restricted Area Identity Card (RAIC)?

    Transport Canada processes the security clearances that are required prior to obtaining a RAIC. The aim of the Transportation Security Clearance Program Policy is the prevention of unlawful acts of interference with civil aviation by granting of clearances to persons who meet the standards set out in the Program. The Program is in place to determine whether a person poses a risk to transportation security.

    Can I work at the airport without a valid Transportation Canada Security Clearance?

    Yes, but you will not be able to access a restricted area of the Airport.

    What do I do with my security items such as a RAIC, AVOP, or Keycards when I am no longer employed with the company that authorized the security items?

    All security items are the property of the GTAA and must be returned to the Pass Permit Control Office upon termination of employment.