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          General Overview
             REMEDIES FOR RAIL SHIPPERS IN CANADA
             RATES & CHARGES
             Final Offer Arbitration (FOA)
             Agency Review of Unreasonable Charges or Terms
             Court Proceedings
             SERVICE ISSUES
             ACCESS TO A SECOND CARRIER
          Level of Service
             Railway Level of Service Obligations
             Who can make a complaint?
             How does the process work?
             What Is required for a complaint to succeed?
             How long does it take?
             What can the Agency do to improve?
             Sample Complaint Letter
             Instructions for Completing the Letter
             Supplementary Information for the Complaint
          Ancillary Charges
             Availability of remedy
             Who can make a complaint?
             How does the process work?
             What Is required for a complaint to succeed?
             How long does it take?
             What can the Agency do?
             Sample Complaint Letter
             Instructions for Completing the Letter
             Supplementary Information for the Complaint
          Final Offer Arbitration
             What is FOA?
             Who can initiate an FOA?
             How does the process work?
             Initiating the process
             The role of the Agency
             Pre-hearing process
             Arbitration hearing and decision
             Settlement and Discontinuance
             Procedural Deadlines
             How does a Multi-Party FOA work?
             How does a Summary Process FOA work?
             What is required to succeed?
             Appendix A
       Special Reports
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    Environment
       Healthy Pets Healthy Planet
    What are Pulses?
       Bean (Phaseolus vulgaris)
       Pea (Pisum sativum)
       Lentil (Lens culinaris)
       Chickpea (Cicer arietinum)
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