ACAT Meeting - April 30, 2026

1. Call to Order/Attendance
2. Meeting Safety Announcement
3. Land Acknowledgement
4. Declaration of Conflict of Interest
5. Approval of Agenda
6. Review and Approval of March 26, 2026, Minutes
7. Remarks from TTC Executive
8. TTC Board Meeting Remarks
9. ACAT Executive Quarterly Remarks from ACAT Chair
10. Tribute and Memorial Resolution – Angela Marley
11. Wheel-Trans Transformation Update
12. Wheel-Trans Operator Recertification Sessions
13. Outstanding Items
14. Deputation:Nil
15. Incoming Correspondence:
    Subway accessibility improvements
16. Subcommittee Reports, Highlights and Updates
    -Communications
    -Design Review
    -Strategy and Planning
    -Wheel-Trans Operations
17. Other/New Business
    - April 20, 2026, elevator service suspension – Paul Cross
    - Dufferin Station
18. Next Meeting – May 28, 2026
19. Adjournment

1. Call to Order 

Sophie Petrillo, ACAT Chair, called the meeting to order at 1:04 p.m.  

2. Safety Moment/Attendance 

Jeff Short, Acting Manager, Customer Policy and Planning, gave a safety briefing for attendees and attendance was taken.

3. Land Acknowledgement 

Paul Cross, ACAT Vice-Chair, read the Land Acknowledgement.

4. Declaration of Conflict of Interest 

Nil.

5. Approval of Agenda 

Motion to approve the agenda as presented: Lauri Sue Robertson

Seconded: Paul Cross

Carried:  Agenda approved.

6. Review and Approval of March 26, 2026 Minutes

Motion to approve the Minutes of March 26, 2026 as amended: Debbie Gillespie

Seconded: Azim Lila

Carried:  Minutes approved.

7. Remarks from TTC Executive

Josh Colle, Chief Strategy and Customer Experience Officer, honoured ACAT member, Angela Marley, who passed away on April 2, 2026, expressing condolences and highlighting her impact on ACAT work. He then provided updates on preparations for the upcoming FIFA World Cup, noting it as an opportunity to improve overall transit operations and the customer experience. Several customer service enhancements were outlined, including piloting tablets for TTC station staff, introducing digital information screens at select locations, and numbering station entrances and exits to improve wayfinding. These initiatives aim to better support both local riders and visitors, while integrating transit navigation with broader journey planning tools. Josh Colle also noted that recruitment for ACAT would be opening in May 2026 and encouraged spreading the word to potential applicants.

Questions and Comments

A member asked if adding north, south, east, and west (cardinal directions) on station doors, entrances and exits had been considered and suggested including letters to improve clarity. Josh Colle explained wayfinding would include both cardinal directions and destination-based indicators such as terminus stations to accommodate different customer needs. Additional improvements would include larger area maps at station entrances to help riders better understand their surroundings and navigate beyond the station. The overall approach aims to create a more seamless journey by combining signage, maps, and partnerships with surrounding areas to guide users more effectively.

A member asked if any safety initiatives were being implemented to ensure customer safety on transit, noting concerns about a possible increase in customer harassment during the FIFA World Cup. Josh Colle responded that safety was a priority, with increased staffing of TTC fare inspectors, security personnel, and having a more visible presence of TTC staff across the system. The Safe TTC app offers discreet reporting and has been promoted and additional measures include expanding the use of surveillance cameras, and piloting new technologies and monitoring tools to identify and respond to incidents more quickly. The TTC was also working closely with police and City partners, recognizing that many safety concerns extended beyond transit and required community solutions. While multiple strategies were being implemented, Josh Colle acknowledged the issue is complex and needs further discussion and long-term planning. This item would be brought back after FIFA for a full discussion.

A member asked if station upgrades at Bathurst Station receive positive feedback, were there plans and a timeline to expand these improvements to other high-traffic locations like Union Station, airports, and Exhibition, especially with the upcoming FIFA World Cup . Josh Colle confirmed that all initiatives, such as wayfinding, tablets, and exit numbering, were intended to eventually roll out across all stations, starting with the busiest ones as priority pilots. For the FIFA World Cup, the TTC also planned significant enhancements, including increased service, additional staffing, and having hundreds of TTC Ambassadors deployed across key stations and locations. While broader rollout would depend on learnings and resources, The event would be used as an opportunity to demonstrate higher service levels and guide future expansion.

A member asked whether there could be an easier way, such as a phone app or button, to contact a Customer Service Agent, especially for low vision or blind riders who may not be able to locate Passenger Assistance Intercoms (PAI) at unfamiliar or empty stations. Josh Colle acknowledged this challenge and noted that while intercoms exist, there was a need to improve awareness and accessibility of these tools. The TTC will implement a NaviLens wayfinding app pilot at Dufferin Station, which will provide audible navigation cues as customers travel through the station. The broader goal was to shift toward more user-centered, technology-driven solutions that allow riders to access assistance directly from their devices rather than relying solely on fixed infrastructure. Josh Colle highlighted that PAIs have CCTV so customers can be seen when they are talking to Transit Control. A member asked whether wayfinding and exit naming would be consistent across FIFA host cities so visitors traveling between cities would have a familiar experience. Josh Colle explained that while permanent TTC wayfinding upgrades would follow local standards, a distinct FIFA-branded look and feel would be used during the event and be consistent across all host cities. This branding would guide visitors seamlessly from transit systems to city routes and ultimately to event venues. Overall, the approach combines long-term improvements with temporary, globally consistent signage to support visitors during the World Cup.

8. TTC Board Meeting Remarks

Debbie Gillespie. ACAT Vice-Chair, presented the approved January 29, 2026 and February 26, 2026 ACAT General Meeting minutes to the TTC Board on April 16, 2026 on behalf of the ACAT Chair. The TTC Board was informed about the passing of ACAT member Angela Marley, highlighting Angela’s leadership roles within ACAT over many years. The TTC Board acknowledged Angela Marley’s contributions and extended condolences to her family, noting that several TTC Board members had worked closely with Angela Marley.

9. ACAT Executive Quarterly Remarks from the ACAT Chair

The ACAT Chair summarized the ACAT Executive Quarterly meeting held on April 7, 2026 with the TTC CEO, TTC Chair, TTC Vice-Chair, ACAT Executive, and senior TTC leadership. The discussion focused primarily on FIFA planning and PRESTO Support Person Assistance Card (SPAC) concerns. The ACAT Chair emphasized the importance of clear, proactive communication to support seniors and people with disabilities, particularly in high-impact areas near hospitals and care facilities. The group also raised ongoing concerns about delays with the PRESTO SPAC , with TTC and Metrolinx expected to provide a clearer implementation timeline at an upcoming meeting.

10. Tribute and Memorial Resolution – Angela Marley

The ACAT Chair honoured Angela Marley, a deeply respected ACAT member who passed away on April 2, 2026. The ACAT Chair highlighted Angela Marley’s dedicated service of nearly two decades, including serving as ACAT Chair and as an ACAT Vice-Chair, and discussed Angela Marley’s consistent presence at ACAT, her thoughtful advocacy and commitment to accessible transit for people with disabilities and seniors. Angela Marley’s contributions, based on lived experience and professional knowledge, helped shape meaningful improvements such as clearer station information and better stop announcements. Beyond ACAT, she had a long career supporting people with disabilities and remained actively engaged despite personal health challenges. The ACAT Chair discussed that Anela Marley had left a strong impression, and the profound loss was felt by the community. The ACAT Chair extended condolences to Angela Marley’s family who were in attendance and invited members and TTC staff to share memories, noting that Angela Marley’s legacy would continue through ongoing accessibility work. . Members and TTC staff spoke about similar experiences, including a past ACAT member.

A resolution was read into the minutes:

Be it resolved that the Advisory Committee on Accessible Transit deeply regrets the passing of Angela Marley, ACAT pool member, 2007, member 2008 to 2010, 2012 to 2014, 2016 to 2018, 2020 to 2022, and 2024 to 2026 who died on April 2, 2026. ACAT expresses our deep condolences to Angela Marley's family and friends. Angela's contributions to accessible transit at the TTC were appreciated. Be it further resolved that a copy of this resolution be inscribed in the minutes and sent to the family and friends of Angela Marley.

11. Wheel-Trans Transformation Update

Pamela Watson, Acting Head of Wheel-Trans, provided an update about the progress on Wheel-Trans transformation initiatives. She confirmed that vendors had been selected for both the Automatic Vehicle Location (AVL) and Interactive Vehicle Response (IVR) system upgrades, with the AVL upgrade already approved and scheduled to begin in May 2026. The IVR contract is in the final stages and is awaiting approval. Recent system enhancements were completed, including automated scheduling improvements for customers requiring assistance, integration of sedan taxi services for better tracking and “Where is My Ride” functionality, and ongoing customer re-registration efforts. Additional updates included progress on travel training resources, expanded family-of-services usage, continued rollout of electric vehicle pilots, and plans to introduce new e-sedans alongside larger e-buses.

Questions and Comments

A member asked if the pilots for the vehicles would include a preview for ACAT members. Pamela Watson agreed ACAT would be invited to preview a prototype prior to release to the public.

A member asked if the vehicles numbers would be visible in the new vehicles. Pamela Watson confirmed this was being discussed internally and also having them in the same place so people know where to look.

12. Wheel-Trans Operator Recertification Sessions

Stephan Boston, Chief Instructor, Operations Training Centre, discussed plans for ACAT members to speak at Wheel-Trans Operator Recertification sessions, with an expected start by July 2026. Stephan Boston that the training program would differ from the program used for TTC conventional bus training. An update would be provided at a future ACAT General Meeting. The presenter indicated they would provide further details once the program design was finalized and invited any questions.

Questions and Comments

A member asked where the recertification training would take place and Stephan Boston confirmed would be held at TTC’s Wheel-Trans Division located at 580 Commissioners Street.

A member asked if ACAT members would be able to provide input into the training program and what was being created for members to talk about. Stephan Boston confirmed participants would have input into the Wheel-Trans recertification training program. It was explained that the setup would be similar to previous ACAT PowerPoint presentations and speaker materials, including brief speaker summaries. Overall, the program design would follow a familiar collaborative format where content was reviewed and shaped with input from ACAT.

13. Outstanding Items

Customer Communications at Spadina

Jeff Short, Acting Manager, Customer Policy and Planning, explained this item involves improving customer communication about accessibility at Spadina Station, particularly noting that the Line 1 portion of the station does not currently provide an accessible connection to Line 2. He noted the ACAT suggestion to provide clearer guidance to customers, such as an announcement on southbound trains approaching Spadina so that customers requiring accessible transfers know which station they could use instead. Jeff Short reiterated that updating automated train announcements was complex and required coordination with vehicle manufacturers, making quick changes difficult. As a result, TTC staff are exploring interim solutions such as website updates, station-based communications, and other technologies to better direct customers to accessible alternatives while the elevators continue to be installed in the Line 1 portion of Spadina Station.

AODA Training for Accessibility for the TTC Staff

Sneha Madhuri, Communications Advisor, Corporate Communications, noted a presentation would be made at a future ACAT General Meeting. . An internal email communication would also be sent to all TTC staff providing guidance on appropriate behaviour around service dogs, including not interacting with, making eye contact with, or petting them while they are wearing their harness. A message would be displayed on station TV screens across the system. These communications were expected to be rolled out by Thursday, May 7, 2026.

14. Deputation

Nil.

15. Incoming Correspondence

a. Subway accessibility improvements

The correspondence received outlined accessibility suggestions aimed at improving the subway experience for customers with mobility issues, including the use of third-party navigation apps to support safer and more independent travel. It also suggested physical improvements such as installing handrails along platform walls and considering platform screen doors to enhance safety and comfort, particularly in deeper stations. Some of the suggestions were noted as supporting ongoing discussions about improved route-planning tools and station navigation supports. This was referred to the ACAT Design Review Subcommittee (DRS).

Questions and Comments

A member raised concerns about relying on too many separate third-party accessibility apps and suggested ensuring users were not forced to toggle between multiple overlapping tools. It recommended that the TTC conduct a regular audit of these apps and focus on integrating information into widely used platforms like Google rather than creating standalone solutions. The member also asked whether there was a formal process for sending updates directly to Google so wayfinding and station changes were automatically reflected. The ACAT Chair assigned this item to the Communications Subcommittee for further review.

A member noted the station descriptions on the TTC website already identify where elevators are in relation to subway cars. They also suggested that installing handrails on the platform would impede travel, and that customers should be using their own mobility devices for stability while using transit.

A member clarified that improved exit descriptions and wayfinding should integrate with existing apps so users could rely on familiar tools rather than new platforms. They emphasized the importance of ensuring TTC data was published in a way that third-party apps could easily access and automatically update. While an audit of available apps was supported, the speaker suggested that integration was straightforward if the TTC properly shared its data.

A member asked what happens someone submits a letter to ACAT. Levenson Lincoln, Assistant Manager, Wheel-Trans Customer Service, explained the review process and discussed a deputation request could be made at an ACAT General Meeting if someone wanted to address ACAT.

16. Subcommittee Reports, Highlights and Updates

Communications Subcommittee (CS)

Sneha Madhuri, Communications Advisor, Corporate Communications, provided a summary of the CS meeting held on April 16, 2026.

TTC staff and Subcommittee members shared memories of Angela Marley, noting her tireless help and attention to detail. The TTC would host four unadvertised “Talk TTC” events at Line 5 stations from April to June 2026, allowing customers to provide spontaneous feedback, with TTC staff using onsite engagement tactics to encourage participation. Subcommittee members requested follow-up on attendance, feedback received, and additional information on event setup, including locations and materials. Updates were also provided on Wheel-Trans communications, including FIFA-related outreach, upcoming ACAT recruitment efforts, and revised accessibility materials such as handbooks and training videos. Additional discussions highlighted ongoing accessibility concerns, including unclear audio announcements on Line 5 vehicles and limitations in the Wheel-Trans app, which would be followed up in future meetings.

The next meeting is scheduled for May 7, 2026.

CS Meeting Highlights:

1. Upcoming Talk TTC Events.
2. Staff and Subcommittee members shared memories of Angela Marley.
3. TTC was rolling out targeted FIFA communications for regular riders, visitors needing Wheel-Trans, and local residents affected by service changes.
4. Ongoing accessibility initiatives include ACAT recruitment, updated handbooks and training materials.

Design Review Subcommittee (DRS)

Craig Nicol, DRS Chair, provided a summary of the DRS meeting held on April 14, 2026.

The meeting summarized accessibility feedback from the Line 5 simulation, highlighting concerns about vehicle layout. There was also an overview of the Ontario Line Pape Station design. Key issues included unclear wayfinding for customers with disabilities, and potential congestion at connection points, although staff noted designs aim to meet accessibility standards and future demand.

The next DRS meeting is scheduled for May 5, 2026.

DRS Highlights

Strategy and Planning Subcommittee (SPS)

Lauri Sue Robertson, SPS Chair, provided a summary of the SPS meeting held on April 21, 2026.

The discussion on trade-offs in accessible surface transit stop design highlighted that while the TTC has upgraded over 1,000 bus stops since 2017 and achieved about 83% network accessibility, most remaining inaccessible stops are complex and costly to retrofit. As a result, progress was expected to slow, and relocating stops was being considered as a way to achieve accessibility more efficiently, though this raises concerns about longer walking distances, community acceptance, and safety near intersections. The TTC emphasized the need to balance faster accessibility delivery with maintaining reasonable stop placement and safe, accessible connections. Staff sought ACAT’s guidance on acceptable relocation distances and criteria for when relocation should be prioritized over reconstruction. Members also stressed the importance of transparent decision-making, strong consultation processes, and ensuring accessibility improvements were not blocked by isolated objections by citizens or property-related delays.

The next meeting is scheduled for May 19, 2026.

SPS Meeting Highlights:

Wheel-Trans Operations Subcommittee (WTOS)

Gerald Mak, WTOS Chair, provided a summary of the WTOS meeting held on April 8, 2026.

The Wheel-Trans stop at Scarborough Centenary Hospital would relocate to the Margaret Birch (south) entrance effective April 13, 2026, with trip bookings already updated and a map to be shared. A total of 377 complaints were recorded for late February 2026 to late March 2026, with key issues including no-shows, discourtesy, vehicle operation, and service delivery. The Subcommittee raised several new business items, including improving bus number visibility, tracking contractor driver experience and service quality, and reviewing accessibility features in new vehicles (e.g., ramp design and potential vehicle options). Feedback from a large Enercare Centre event highlighted coordination challenges, prompting a commitment to conduct a lessons-learned review and improve planning for major events like FIFA.

The next WTOS meeting is scheduled for May 13, 2026.

WTOS Meeting Highlights:

17. Other Business

a. April 20, 2026 elevator service suspension

An ACAT Vice-Chair raised concerns about the system-wide suspension of elevator service that occurred on April 20, 2026, framing it as a broader systemic accessibility and safety issue rather than an isolated incident. They asked about the reason for the suspension and for information about protocols when intercoms fail, applicable regulations, and why it took several hours to allow monitored elevator use at TTC stations after the issue was identified. They emphasized the impact of such service disruptions on accessibility and rider safety, and called for a deeper review of policies and thresholds for suspending critical services across the system.

Matthew Do Couto, Manager, Elevating Devices explained that elevator operations were governed by strict regulations under the Technical Standards and Safety Authority (TSSA) and the B44 safety code, which required functioning two-way communication systems in elevators. If communication fails, elevators must be shut down to prevent risks, particularly in cases of entrapment where passengers need emergency assistance. Past requests for flexibility made by TTC were denied by the TSSA. An exception was granted for a specific time period to support FIFA World Cup planning. Following the well-publicized April 20, 2026 outage approval was extended for an ongoing contingency procedure for TTC. This new approach allows staff-monitored operation during communication failures, balancing safety requirements with the need to reduce accessibility disruptions. Kareem Madhavjee, Acting Head of Stations, explained the new procedure is to test each elevator alarm and once confirmed that the alarm works, the elevator would continue to be in service. TTC staff would also monitor platform and station areas by walking around.

Jeff Thurston, Manager of Communications Engineering, noted the system-wide outage began at 5:05 a.m. on April 20, 2026, with Passenger Intercom (PI) communication systems being restored by 1:26 p.m. Approximately 1,500 devices across the TTC network were affected, including those in elevators. The root cause was a failure in network equipment, which disrupted communication between devices and Transit Control within a highly complex and continuously updated system. The issue had since been resolved through equipment replacement and ongoing upgrades, with continuous monitoring and 24/7 maintenance processes in place to quickly address future issues.

Questions and Comments

A member asked if cell phones worked in the elevators, even when below ground. Matthew Do Couto could not confirm whether cellphones would work consistently.

A member asked for clarification on the monitoring process. Kareem Madhavjee confirmed that a CCTV camera was mounted outside of the elevator, with the camera facing the elevator. Designated hubs provide CCTV access and specific cameras could be selected for viewing.

A member asked how multiple elevators on different levels were monitored during an outage and whether TTC staff must be stationed at each one. Kareem Madhavjee explained that under the new procedure, elevators were monitored remotely using CCTV from station hubs, where cameras were directed toward elevator areas rather than requiring physical presence. Because cameras cannot track elevators across all floors, monitoring relies on alarm systems, which alert TTC staff if someone were to be trapped or needed assistance. If a mechanical issue occurs, elevators would be taken out of service and maintenance teams called in, with the system depending on users activating the alarm when needed.

A member asked about how TTC staff detect communication system failures and whether alerts were automatic or rely on manual monitoring. Jeff Thurston explained that devices were continuously monitored through a network system that flags failures instantly and creates tickets, with 24/7 oversight ensuring quick response, though confirmation of active (e.g., audible or text) alerts would be followed up and reported back to ACAT.

A member asked about the technical aspects, specifically asking whether the failure of “network equipment” referred to hardware or software, such as a router, and whether redundancy systems were in place to prevent similar outages. TTC staff confirmed there were system redundancies, but the root cause was a network loop it thought it detected, which was not there. The original equipment manufacturer recommended replacement of the switches, which had been done.

An ACAT Vice-Chair expressed appreciation to TTC staff for their initiative and for finding a solution that will significantly lessen the impact elevator outages have on customers in the future.     

b. Dufferin Station

The ACAT Chair shared that TTC had previously secured an agreement with a developer near Dufferin Station to build an accessible entrance as part of a development project, but rising construction costs led the developer to request replacing this commitment with a cash contribution to the City of Toronto. A City Council motion was introduced to allow this change, which was strongly opposed by ACAT on the grounds that increased costs should not override long-standing accessibility commitments. The ACAT Chair and TTC staff submitted a letter on behalf of ACAT and met with city councillors to advocate for maintaining or improving accessibility outcomes despite the change in developers and project conditions. The matter remained under review, with discussions ongoing about potential alternative accessibility improvements, and no final decision has been made. This item would be added to the next meeting Agenda for further discussion.

18. Next Meeting

Next ACAT General Meeting: Thursday, May 28, 2026 at 1 p.m.

19. Adjournment 

Meeting adjourned at 3:33 p.m. on a motion by Corina McCoy.

Cindy Edwards
Recording Secretary