The National Post is Canada’s second largest national paper.
Michael Bourque is President of the Railway Association of Canada.
Additional intervention to a sector that is already heavily regulated has the potential to undermine good business practices and successful economic outcomes.
It’s not every day that a group of customers co-author an article in which they claim that their service providers “deliberately” provide poor service. That’s exactly what the heads of three major industry associations–mining, fertilizer and chemical interests–did this week in a commentary on this page. “Railways should serve all customers,” said the headline.
Another modest statement in the commentary was hard to argue with. “Simply, a railway should meet the customer’s needs.” Sure, the customer comes first; the customer is always right and we exist to serve our customers. But let’s unpack what is behind this statement, which has a lot of history in the long historical debate between commercialization and regulation of railways in Canada.
Canada’s railways operate with a view to serving all customer needs. One analogy is that we operate a bus route, where each customer’s needs are met by operating efficiently and in a predictable fashion.