February 28, 2013

The Toronto Transit Commission today launched its first-ever Customer Charter, committing the TTC to specific improvements in 2013, focusing on five themes: cleanliness, better information, improved responsiveness, more accessible and modern, and the renewal of vehicles.

Customer charters are common amongst transit systems around the world. The TTC’s Charter goes beyond general, albeit important statements about improved customer service. It commits to completing and implementing improvements on the TTC by specific dates within a calendar year.

The Charter itself, and the progress the TTC makes on it, is posted online at ttc.ca and updated as commitments are completed. The Charter will change each year with new, time-bound commitments.

In 2010, the TTC convened the Customer Service Advisory Panel to make recommendations on steps the TTC should take to improve customer service. The panel made 78 recommendations; a customer charter was among them. Since that time, a customer liaison panel was struck to provide feedback and give advice to the TTC about customer service matters. That panel reviewed and endorsed this Charter.

“Fundamental change is required in the way we interact with customers, including the consistency and quality of our service,” said TTC CEO Andy Byford. “As an organization, the TTC must change the processes and underlying culture that will get us to where we need to be. A Customer Charter binds us to a culture of improvement. I look forward to hearing from our customers on this document.”

“Excellent customer service is our primary objective at the TTC,” said TTC Chair Karen Stintz. “It is the foundation of our efforts to create a transit system that makes Toronto proud.  This belief is shared by CEO Andy Byford, the Board and me, and it is something we will aspire to achieve and continually work toward. This Customer Charter will help focus our efforts in achieving this end and will enable our customers to hold us accountable to the commitments we are making.”

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