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TTC launches customer charter

The TTC launched its first customer charter, committing it to becoming the better way in five specific areas in 2013. The charter focuses the TTC on

  • improving cleanliness;
  • providing better information;
  • improving responsiveness;
  • becoming more accessible and modern; and
  • renewing vehicles.

Customer charters are common among transit systems around the world. Locally, GO Transit launched a customer charter as recently as November, 2010. According to a TTC media release, the TTC’s Charter goes beyond the usual general statements in a charter about improving customer service. It commits to improving the TTC by specific dates in a calendar year.

TTC staff have posted the charter and will post their progress on the status of each charter commitment as they complete them online at The TTC intends to change the charter each year with new, time-bound commitments.

In 2010, the TTC convened a customer service advisory panel to recommend how the TTC could deliver better service to passengers. The panel made 78 recommendations, including setting up a customer charter. Since that time, the TTC has struck a customer liaison panel to provide feedback and give advice to the TTC about customer service. That panel reviewed and endorsed this charter.

The TTC Customer Charter

In general, the charter commits the TTC to:

  • delivering reliable and punctual streetcar, bus and subway service. It plans to measure its success through daily and monthly scorecards. In the charter, the TTC says its overall performance will be better in 2013 than in 2012.
  • be clear and transparent in communicating when things don’t go as well as the TTC would like. The charter commits the organization to making sure that passengers understand what went wrong and what the TTC is going to do to make sure it does not happen again.
  • answering phone in less than 90 seconds when passengers call with compliments or complaints. The charter also commits TTC staff to returning more than 95 percent of its customers’ calls with the information the callers need within five days or less.
  • understanding that the accessibility of its service is the difference between being able to travel or not. The charter commits the TTC to making sure that ramps and stop announcements on vehicles function, are accurate and appropriate for their purpose of increasing access.
  • making sure that TTC staff communicate clearly with passengers before it has to close or change services to maintain or upgrade them. Clear communications in advance will support customers when they’re traveling so that they can plan alternate routes, if necessary.
  • making sure customers feel safe and secure at stations and on vehicles. The charter commits the TTC to keeping passengers’ safety a key factor in every decision it makes.

You can learn more about how the TTC plans to improve its service the five key areas here.