2017 Customer Charter
The Customer Charter is the TTC’s commitment to you, our customer. It is designed to track promises and improvements that benefit customers. It also holds TTC’s management accountable if promises are not met. The progress against these commitments is reported to the TTC Board quarterly and posted on our website.
|Quarter 1 (Q1): January - March||Quarter 2 (Q2): April - June|
|Quarter 3 (Q3): July - September||Quarter 4 (Q4): October - December|
Your streetcar, bus or subway service will be reliable and on time. Our success will be measured through our daily and monthly scorecards to make sure our performance will be better than last year.
We know that the accessibility of our service is the difference between being able to travel or not for many of our customers. We will continue to make our services as accessible as possible. We will make sure the ramps and stop announcements on our vehicles are working properly.
We won’t hide from our mistakes. If there are problems with our service, we will be clear about what happened - and what we are doing to fix it. We will do our best to communicate clearly with our customers, local business and communities in the event of any planned or unplanned events.
Nothing is more important than your safety. We will make sure you feel safe and secure while riding on our vehicles or while you are in our stations or sharing the road.
A clean and visually appealing station is one of the keys to having a satisfactory journey on the TTC. We promise to maintain the cleanliness and upkeep of all areas in our subway stations throughout the year.
Our staff are here to help. We promise to provide you with exceptional customer service and treat everyone with courtesy and respect.
Quarter 1: January to March
|Commitments||Improvement Area||How we did|
|Commitments We will roll out our new Wheel-Trans eligibility processes and expanded eligibility criteria.||Improvement Area||How we did in Q1|
|Commitments We will complete the pilot for subway musician stages to increase and improve the entertainment experience in our stations.||Improvement Area||How we did in Q1|
Quarter 2: April to June
|Commitments||Improvement Area||How we did|
|Commitments We will introduce a Wheel-Trans Family of Services pilot that allows for spontaneity and freedom of travel. This will include improved same-day booking availability for short trips to access TTC accessible vehicles and stations.||Improvement Area||How we did in Q1|
|Commitments We will launch an Anti-harassment campaign to raise awareness of and combat harassment on the TTC.||Improvement Area||How we did in Q1|
|Commitments We will launch a Safety and Security app as another tool for customers to report related incidents.||Improvement Area||How we did in Q1|
|Commitments We will expand the bike repair stop network by an additional 10 stations.||Improvement Area||How we did in Q1|
|Commitments We will install time-saving signal priority technology at 15 intersections to speed up bus travel time.||Improvement Area||How we did in Q1|
|Commitments We will install 200 passenger information displays in shelters to provide real time information on vehicle arrivals.||Improvement Area||How we did in Q1|
|Commitments We will ensure the 514 Cherry route is serviced by new, fully accessible streetcars.||Improvement Area||How we did in Q1|
|Commitments All entrances at 43 subway stations will have new PRESTO-enabled fare gates.||Improvement Area||How we did in Q1|
Quarter 3: July to September
|Commitments We will keep customers informed by adopting consistent, customer friendly language for communicating service status information.||Improvement Area|
|Commitments We will start construction on four priority bus lanes, to reduce delays and improve travel time.||Improvement Area|
|Commitments We will install new high-capacity bike parking racks at 25 subway stations.||Improvement Area|
|Commitments We will work with Bike Share Toronto to incorporate docking stations at a minimum of five TTC stations. This will offer our customers a great solution for the first and last mile of their journey.||Improvement Area|
|Commitments We will introduce new Wheel-Trans No-Show and Late Cancellation Policies that are more flexible, including allowing for same-day cancellations.||Improvement Area|
|Commitments We will pilot solar-powered passenger information displays to provide real time information on vehicle arrivals at stops without utility power.||Improvement Area|
|Commitments We will test new technology to improve route management and real time information for buses and streetcars.||Improvement Area|
|Commitments We will open a new second exit/entrance at Woodbine Station providing an alternative option to customers from the local community.||Improvement Area|
|Commitments We will have two elevators in service at Woodbine Station as part of the Easier Access program, making this the 37th accessible station of the 69 stations.||Improvement Area|
Quarter 4: October to December
|Commitments We will open the Line 1 Toronto-York Spadina Subway Extension with six new fully accessible modern stations including two new TTC bus Terminals, three new TTC commuter parking lots with 2800 spaces, and direct transit connections with GO Rail, GO Bus, York Region Transit buses including Viva. The stations will feature modern architecture with sustainable design features including LED lighting, bird-friendly glass, green and cool roofs, and landscaping designed to manage water run-off. Other station amenities will include Wi-Fi, covered bicycle storage, new PRESTO fare gates, and new self-service PRESTO machines in service. The bus network along the corridors will be redesigned to serve the new stations.||Improvement Area|
|Commitments We will have three new elevators in service at St. Clair West Station as part of the Easier Access program.||Improvement Area|
|Commitments We will have two elevators in service at Coxwell Station as part of the Easier Access program, bringing the total by the end of the year to 44 of 75 stations.||Improvement Area|
|Commitments We will put into service 20 new redesigned and accessible buses as part of an effort to diversify and modernize the TTC Wheel-Trans fleet.||Improvement Area|
|Commitments We will work with the Bombardier to have a minimum of 40 additional new low-floor, accessible streetcars on property.||Improvement Area|
|Commitments We will reduce delays by 10% on all subway lines (incidents and minutes).||Improvement Area|
|Commitments We will have 30% of Line 3 train interior refurbishments complete.||Improvement Area|
|Commitments We will introduce a new 'Customer Service Agent' role to provide a better and more engaging service level at eight subway stations to replace the Collector.||Improvement Area|
|Commitments We will launch an improved and redesigned customer-friendly website.||Improvement Area|
|Commitments We will convert an additional 3000 bus poles to the new design to bring total to 6000.||Improvement Area|
|Commitments We will add service during off-peak periods to 15 busy routes, to reduce crowding and improve travel time.||Improvement Area|
|Commitments We will consult with customers and other stakeholders to revise service in three neighbourhoods (Kingston/Lawrence/Morningside; Junction; and Rexdale/Airport).||Improvement Area|
|Commitments We will revise the schedules on 10 bus routes to improve service reliability.||Improvement Area|
|Commitments We will widen and lengthen 300 curbside bus stops to make them accessible to customers with disabilities and, compatible with our higher-capacity, articulated buses.||Improvement Area|
|Commitments We will have Wi-Fi available at 100% of stations.||Improvement Area|
|Commitments With the PRESTO rollout nearing completion, we will be able to start phasing out legacy fare media. This milestone brings us one step closer to the full adoption of PRESTO.||Improvement Area|
|Commitments We will have 300+ new buses in service to replace aging buses.||Improvement Area|
|Commitments We will reduce streetcar short turns to less than in 2016.||Improvement Area|
We will continue to deliver on the positive initiatives that we started with our first Customer Charter in 2013:
- Conducting at least three Meet the Manager sessions per quarter.
- Holding an annual TTC Customer Town Hall and an annual TTC Public Forum on Accessible Transit.
- Posting the performance of all surface routes on our website so you know how your route is performing.
- Conducting Customer Satisfaction Surveys and Mystery Shopper Surveys each quarter to better understand how we are performing on issues of importance to you.