February 14, 2014

The Toronto Transit Commission today unveiled its 2014 Customer Charter and 39 time-bound commitments that includes improved service reliability, better customer communications and information, modern equipment and vehicles, continued advancements on customer accessibility, and cleaner vehicles and stations.

The TTC's Five-Year Corporate Plan, released last May, puts the customer at the centre of all that it does, guiding the TTC's modernization efforts.

The 2014 charter follows the TTC's first-ever customer charter of 2013. A customer charter makes time-specific promises to improvements that benefit customers while holding TTC's management to account if promises are not kept.  The progress against these commitments is reported to the TTC Board quarterly and posted on ttc.ca.

In addition to the 39 specific commitments in this year's charter, the TTC will:

  • Hold five "meet the manager" sessions each quarter
  • Hold an annual customer town hall, attend quarterly TTC Rider town halls, hold an annual forum on accessibility, and at host least six online Twitter chats
  • Post the performance of all bus and streetcar routes on ttc.ca
  • Conduct satisfaction surveys and mystery shopper surveys each quarter to better understand the issues that matter most to customers.

"When I became Chair I was determined to make a difference for TTC customers," said TTC Chair Karen Stintz. "It was time for big changes. Over the past three years our number one priority has been to improve the service we provide to the 1.7 million daily TTC riders in all corners of this city. The launch of the 2014 Customer Charter is another important milestone that demonstrates our commitment to continually improving customer service."

"The TTC aspires to be a transit system that makes Toronto proud," said TTC CEO Andy Byford. "The launch of our second annual customer charter today demonstrates our ongoing commitment to continuous improvement. Customer charters are developed to clearly articulate measurable improvement to those that matter most: our customers. I look forward to delivering on that."

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