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TTC introduces third customer charter



Yesterday, Friday, January 23, the TTC unveiled its 2015 Customer Charter and 38 time-bound commitments. The document commits the TTC to improve service reliability, increase accessibility, make sure stations are cleaner and continue to report and explain delays “transparently”, so passengers can clearly understand what happened and why. You can read the 2015 charter here.

The 2015 charter is the agency’s third annual statement to track promises and improvements that benefit passengers, while holding TTC’s management to account if they do not keep the promises. Staff report their progress against these commitments to the Toronto Transit Commission — the TTC’s Board of Directors — quarterly. They’ll also post the results on the TTC’s website so that we can learn how well (or how poorly) they’re doing, too.

This year’s charter commits the TTC to:

  • operating two more trains during rush hours along the 1 Yonge - University and 2 Bloor - Danforth subway lines;
  • completely opening Union Station’s newly renovated platform and concourse to the public, including a new elevator, escalators and better passenger flow to reduce overcrowding;
  • making the PRESTO farecard system available on all streetcars;
  • operating only new accessible streetcars along the 510 Spadina, 511 Bathurst and 509 Harbourfront routes, including conveniences such as PRESTO devices, all-door boarding and air-conditioning;
  • installing new TTC system maps at all subway stations and transit shelters;
  • installing new blue priority seats on 90 percent of TTC vehicles;
  • enabling passengers to pay fares or buy fare media at all collector booths with a debit- and credit-card contactless payment for a single ride;
  • operating streetcars along all routes with the Proof-of-Payment system and offering passengers all-door boarding;
  • installing more electronic information screens near subway station entrances to alert passengers of delays before they pay their fares;
  • installing 50 platform video screens and “next-vehicle” arrival screens in 20 stations and bus and streetcar bays;
  • providing Wi-Fi service at all stations in the downtown “U” along the 1 Yonge - University subway line between St. George and Bloor - Yonge stations.
  • improving accessibility at Royal York and Dupont stations (by 2017);
  • adding better handholds on the new Toronto Rocket subway trains; and
  • installing bike-repair stands at 10 subway stations to encourage transit riders to cycle as part of their trips.

It also promises, “to continue delivering on the positive initiatives that we started with our 2013 Customer Charter”, such as:

  • hosting five “Meet-the-Managers” events each quarter;
  • organizing an annual TTC Customer Town Hall and an annual TTC Public Forum on Accessible Transit.
  • posting performance statistics for all bus and streetcar routes on the TTC website, so we know how each route is performing; and
  • conducting Customer Satisfaction Surveys and Mystery Shopper Surveys each quarter to better understand how they are performing on various issues.

You can read the details and all 38 promises in the TTC’s 2015 Customer Charter here.


The TTC launched its first annual customer charter Friday, February 28, 2013.

It unveiled its second charter Friday, February 14, 2014.

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