TTC has processes in place to obtain, monitor, evaluate and respond to customer feedback on accessibility matters. Feedback may be provided through our Customer Service Centre by telephone, fax, in-person, Twitter, or online. Considerable feedback from people with disabilities is also obtained from the Advisory Committee on Accessible Transit and through the annual Public Forum on Accessible Transit.

Advisory Committee on Accessible Transit (ACAT)

In 1992, the TTC established the Advisory Committee on Accessible Transit (ACAT). This committee makes recommendations and provides advice on accessibility improvements to meet the needs of seniors and people with disabilities. The recommendations made by ACAT generally make the TTC easier to use and more accessible for all customers. ACAT and its subcommittees are deeply involved in reviewing plans, vehicle and station designs, operating procedures of TTC services, and new PRESTO fare system requirements and devices. ACAT has advised TTC staff throughout 2014 as we work to achieve the objectives of the 2014-2018 TTC Accessibility Plan.

Public Forum on Accessible Transit

The TTC and ACAT jointly hold annual public meetings to obtain input on accessibility matters in order to inform our accessibility improvement initiatives. The seventh annual Public Forum on Accessible Transit was held in September, 2014 to discuss TTC accessible conventional and specialized services, vehicles, and facilities. This event, which is popular with TTC customers with disabilities, provides an opportunity for TTC senior staff and ACAT members to hear directly from customers about their accessibility priorities, complaints and commendations, and requests for change. Approximately 350 individuals attended the event in person, while many people followed the conversation on Twitter or submitted comments online or by phone.

Several important accessibility matters were raised during the last meeting, including suggestions for improvement, concerns, and general comments regarding:

  • Wheel-Trans booking/customer service wait times;
  • Wheel-Trans trip wait times or delays;
  • ride co-ordination with adjacent paratransit operators;
  • design of taxis used in Wheel-Trans service;
  • strollers on TTC vehicles;
  • signage and wayfinding to elevators;
  • gap between subway trains and platforms, especially at Eglinton Station;
  • accessibility training of TTC operators;
  • timeliness of information regarding elevator and escalator outages.

A summary of the event has been made available in the Accessibility section of the TTC website. In total, over 450 individual comments were received, which are all being reviewed. Staff and management responses to customer comments will be made available in the coming months.

TTC and ACAT will continue to hold Public Forums on Accessible Transit, on an annual basis.