2016 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.
Quarter 1 January – March
|Commitments||Improvement Area||How we did|
|Commitments We will ensure the 510 Spadina streetcar route is serviced by new, fully accessible streetcars.||Improvement Area||How we did in Q1
|Commitments We will offer payment through Apple Pay at collectors booths in all subway stations.||Improvement Area||How we did in Q1
|Commitments We will reduce streetcar short turns by a further 20% compared to Q1 of 2015.||Improvement Area||How we did in Q1
|Commitments We will start subway service on Sundays approximately one hour earlier, at 8:00 a.m.||Improvement Area||How we did in Q1
|Commitments We will add train service on Line 1 to decrease delays during off peak hours.||Improvement Area||How we did in Q1
|Commitments We will establish a “Local Working Group” to begin public consultations for a new second exit at Donlands Station.||Improvement Area||How we did in Q1
|Commitments We will introduce five new express services to reduce crowding and provide faster bus service.||Improvement Area||How we did in Q1
Quarter 2 April - June
|Commitments We will make Wi-Fi available at 22 new stations starting with Lansdowne, High Park, Royal York, Old Mill and Keele.||Improvement Area|
|Commitments We will start the rollout of new fare gates at TTC subway stations (Main Street Station will be used for the pilot).||Improvement Area|
|Commitments We will improve bike parking at 5 subway stations.||Improvement Area|
|Commitments Pending pilot results, we will install up to 20 additional bike repair stops at subway stations.||Improvement Area|
|Commitments We will install dedicated boards at key locations in 12 busy stations to inform customers about planned/unplanned closures.||Improvement Area|
Quarter 3 July - September
|Commitments We will ensure the 509 Harbourfront and the 511 Bathurst routes are serviced by new, fully accessible streetcars.||Improvement Area|
|Commitments We will pilot high-capacity bike parking at one subway station.||Improvement Area|
|Commitments We will replace trains on Line 4 with new Toronto Rocket trains.||Improvement Area|
|Commitments We will add service on the 28 Bayview South and 101 Downsview Park buses to become part of our all-day, every-day routes.||Improvement Area|
|Commitments We will increase train frequency by 3 trains on Line 1 to improve travel time during the morning peak.||Improvement Area|
|Commitments We will add service during peak periods to 25 busy bus routes, to reduce crowding and improve travel time.||Improvement Area|
|Commitments We will introduce a new streetcar service on Cherry Street to the West Donlands, to serve a growing new neighbourhood.||Improvement Area|
|Commitments We will start the repaving of the east parking lot at Finch Station.||Improvement Area|
Quarter 4 October - December
|Commitments We will widen 25 bus stop pads in order to make them more accessible.||Improvement Area|
|Commitments We will install an external route announcement system on all streetcars, subway trains and buses.||Improvement Area|
|Commitments We will have two new elevators in service at Ossington Station.||Improvement Area|
|Commitments We will install customer information screens in the mezzanine and platform levels at Union Station.||Improvement Area|
|Commitments We will install customer information screens at Dufferin, York Mills and Lawrence stations.||Improvement Area|
|Commitments We will install time-saving signal priority technology at 15 intersections to speed up bus travel time.||Improvement Area|
|Commitments The entire TTC system will be enabled to accept PRESTO fare payments.||Improvement Area|
|Commitments We will make Wi-Fi available at 10 additional TTC stations.||Improvement Area|
|Commitments We will lengthen 10 bus stop pads to make them compatible with our higher capacity, articulated buses.||Improvement Area|
|Commitments We will start construction on a bus queue-jump lane to reduce delays and improve travel time.||Improvement Area|
|Commitments We will introduce a new classification system for qualifying for Wheel-Trans as part of the 10-year Wheel-Trans strategy.||Improvement Area|
|Commitments We will install new, more-informative, redesigned stop markers at over 3000 transit stops.||Improvement Area|
|Commitments We will review and improve schedules on 32 bus and streetcar routes to improve reliability and travel times.||Improvement Area|
|Commitments We will reduce delays by 10% fewer (incidents and minutes) on the subway.||Improvement Area|
|Commitments We will consult with customers and other stakeholders to revise service in three neighbourhoods, (Routes: 116 Morningside; 54 Lawrence East; 40 Junction).||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.