Accessible Customer Service
The purpose of this policy statement is to communicate the Toronto Transit Commission’s commitment to providing safe and courteous conventional transit services in a manner that respects the dignity and independence of persons with disabilities and promotes the principles of integration and equal opportunity.
The Toronto Transit Commission (TTC) will review and modify any of its policies, procedures, practices or programs that are not consistent with this commitment.
Employees of the TTC will communicate with people with disabilities taking into account their disability. The TTC is committed to providing fully accessible customer service via our website, telephone 416-393-INFO (4636), TTY 416-481-2523 and website comment form at Complaints, Compliments and Suggestions.
All conventional fixed route vehicles are clearly marked with route destination signs. Buses and streetcars are equipped with an automated stop announcement system that includes an audible announcement and visual display of the next stop. Subway cars are equipped with an audible station stop announcement system and station names are clearly marked on all platforms.
System and route information/maps including information about accessible routes, accessible stations, fares and important contact telephone numbers are available via our website at Schedules and Maps and published monthly in our Ride Guide which is available free of charge from Collectors in subway stations.
Multi-lingual information is available by calling 416-393-INFO (4636) and pressing 7.
1.2. Assistive Devices
The TTC is committed to providing public transit service to people with disabilities who use assistive devices. The majority of our bus fleet is currently equipped with ramps, lifts, or kneeling features. Each accessible bus has two securement areas which can accommodate customers who use mobility devices. Accessible buses and accessible bus stops are clearly marked with the blue international symbol of accessibility.
Many subway stations are now accessible with elevator service from street to platform level. Subway stations also have a number of accessibility features including automatic entrance doors, way finding tiles, signage, benches, and accessible fare gates. The majority of subway cars are equipped with wider doorways, obstruction free centre aisles, side stanchions and flip up seating to accommodate customers who use mobility devices.
Plans are underway to replace the existing streetcar fleet with fully accessible low floor streetcars starting in 2011.
For more information about the TTC’s provision of services to people with disabilities, including the use of personal assistive devices and other assistive measures, see the Accessible Transit Services Plan: 2008 Status Report, and Status of Accessibility Standards.
1.3. Service Animals
People with disabilities accompanied by service animals are permitted access to all public areas of the transit system (e.g. buses, streetcars, subway stations, subway trains) during hours of operation.
For more information about service animals in public areas of the transit system, see TTC By-law No. 1.
1.4. Support Persons
Support persons accompanying customers with disabilities on the transit system must pay the required fare. Fare information is posted at Collector booths and is available online via our website at Fares and Passes.
1.5. Notice of Service Disruptions
The TTC is committed to providing customers with timely notification of temporary and extended service disruptions. Subway delays are announced in the subway system and displayed on video screens located on subway platforms. Subway service disruptions are also posted on our website at Service Advisories and TTC customers can receive notices of subway disruptions via e-mail by registering at My TTC e-Alerts.
Information about the availability of escalators and elevators is available by calling 416-539-LIFT (5438).
Bus and streetcar schedules are subject to traffic conditions and customers may have to make alternate travel arrangements in the event of major delays.
All employees of the TTC who provide direct service to customers, as well as others who provide direct service to customers on the TTC’s behalf or who are involved in developing customer service policies, procedures, practices or programs, receive customer service training.
All customer service training includes as a minimum:
- An overview of the purpose of the Accessibility for Ontarians with Disabilities Act (AODA), the requirements of Ontario Regulation 429/07 (Customer Service Standard), and TTC policies, procedures and practices relating to the provision of services to people with disabilities.
- Instruction on how to interact and communicate with people with various types of disabilities.
- Instruction on interacting with people with disabilities who use assistive devices or require the assistance of a service animal or support person.
- Instruction on the use of accessibility equipment or devices such as lifts, ramps, securement systems, elevators and escalators, etc.
- Instruction on what to do if a person with a disability is having difficulty accessing transit services.
All new front-line employees involved in the provision of customer service receive customer service training prior to assuming the duties and responsibilities of their jobs and at least once every five years thereafter. Others involved in the provision of customer service on the TTC’s behalf and/or involved in developing TTC’s customer service policies, procedures, practices or programs, also receive customer service training prior to carrying out their customer service role(s) for the TTC. Moreover, changes to customer service-related policies, procedures, practices or programs are communicated on a regular basis.
The modes of accessible customer service training used by the TTC consist of on-line training, a training DVD and in class training modules which include workbook and other print materials.
1.7. Feedback Process
The TTC welcomes and encourages feedback from customers. All feedback is taken seriously and each customer communication is directed to the responsible TTC operating division or department for review and necessary action.
Customers with complaints, compliments, or suggestions can submit their feedback online at Complaints, Compliments and Suggestions, by calling Customer Service at 416-393-3030 or in person/by mail at TTC Head Office, 1900 Yonge Street, Toronto, Ontario. The Customer Service Centre is staffed weekdays from 8:30am to 5:00pm, closed holidays.
For information regarding Customer Service’s procedures when receiving and responding to communications from customers, see Standard Operating Procedure - Customer Services Section.
1.8. Notice of Availability of Documents
This policy statement describes the TTC’s customer service policies, practices and procedures on the provision of services to people with disabilities.
In addition to this web version of the TTC's policy statement, the Statement and all other documents required by the Customer Service Standard pertaining to TTC’s policies, practices and procedures on the provision of services to persons with disabilities) can also be obtained by contacting TTC Customer Service at 416-393-3030 or the Commission’s TTY line at 416-481-2523.
This documentation will be made available upon request to customers with disabilities in a format that takes into account their disability. The length of time it will take to provide information in alternative formats will depend on the format requested. Every effort will be made, however, to process requests in a timely fashion.
2. Community Consultation
The TTC is committed to a process of community consultation. The Advisory Committee on Accessible Transit (ACAT) reports directly to the Commission in an advisory capacity on accessibility issues. ACAT meetings, which are held monthly, are open to the public. Meeting schedules and agendas are posted on our website at ACAT Meetings. ACAT can be contacted at firstname.lastname@example.org.
The TTC also publishes an annual Accessible Transit Services Plan and holds an annual public forum. Further information is available on our website at Public Forums on Accessible Transit.
3. Accessibility Features
For more information about using conventional public transit services, see the information booklet Easier Access on the TTC. The booklet, in print or DVD format, is available by faxing a request to 416-393-0128 (please include your full name and mailing address) or on our website at Accessible Service. See also the TTC’s Easier Access Video.
In addition to accessible conventional public transit service, the TTC operates Wheel-Trans - a to-the-door service for people with disabilities who are unable to use conventional public transit services. More information about Wheel-Trans is available on our website at Wheel-Trans or by contacting Wheel-Trans Customer Service at 416-393-4111, TTY 416-393-4555 or email@example.com.
Ontario Regulation 429/07, Accessibility for Ontarians with Disabilities Act (2005).