Editorial Archive

This year’s TTC Customer Charter makes 38 promises to riders

1/30/15 6:00 AM

Last week, the TTC announced its third annual Customer Charter.

The Charter is our way of showing that we are serious about improving the service that we offer. It is a list of time-bound, customer-focused improvements that we promise to deliver through 2015, backed by quarterly progress reports so you can see how we are tracking.

We fully recognize that our primary role is to get you around the city safely, reliably and on time and that remains our main task. But we are equally determined to improve the quality of your service as well as getting you from A to B.

With that in mind, this year’s Charter contains a specific commitment to achieving five per cent fewer delays (incidents and minutes) on the subway compared to 2014. This might not seem like a lot, but it is part of a wider commitment, namely a 50-per-cent reduction in delays over the next five years. The big step change will come once re-signalling of Line 1 is completed in 2020, but we can and will make incremental improvements‎ to progressively drive up punctuality and service reliability.

Other highlights of this year’s Charter include a commitment to install the PRESTO smart card on all streetcars by the end of 2015. It’s part of our accelerated plan with Metrolinx to roll out PRESTO across the entire TTC by the end of 2016 – a year earlier than originally planned.

Further progress will be made towards our goal of a completely accessible TTC. More stations will be equipped with Wi-Fi and more information screens will be installed to let you know when your service will arrive. We will make further improvements to the Toronto Rocket subway trains and continue our focus on cleanliness of the system. The 510 Spadina, 511 Bathurst and 509 Harbourfront routes will receive new streetcars while all 11 streetcar routes will convert to proof-of-payment and all-door boarding by the end of the year to speed up journey times.

The full list of 38 promises can be found on our website at ttc.ca. We will report on our progress every quarter through this page of your Metro newspaper (Friday edition).

These are exciting times at the TTC. Subject to a final City Council vote, we have secured funding to expand service and to cut wait times and crowding. Coupled with the initiatives made in our new Customer Charter, we are on track to modernize the TTC and to give you a transit system that makes Toronto proud.

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