Editorial Archive

Introducing TTC’s new Fare Inspector and Special Constable Complaints Office

6/30/21 2:37 PM

Message from the Chief Diversity and Culture Officer

In our 10-Point Action Plan on Diversity and Inclusion, the TTC committed to creating a more inclusive transit system that makes Toronto proud. One of the ways we’re delivering on this promise is by ensuring all complaints are handled in a way that is fair, impartial, thorough and timely. We’ve made progress on this commitment. Today (June 30), we are pleased to share that we have expanded our Human Rights and Investigations Department, and have launched a new Fare Inspector and Special Constable Complaints (FISCC) Office.

Previous Ombudsman’s recommendations have included the need for independence regarding investigations involving our Fare Inspectors and Special Constables, as well as related policies and services. As a result, we have decommissioned our Unit Complaints Co-ordinator function and have taken actions to ensure an impartial complaints process. Moving forward, our new FISCC Office will focus on providing a more equitable and accessible investigation process for our customers, guided by principles of equity, integrity, transparency and accountability.

As the Chief Diversity and Culture Officer, I will oversee the work of the FISCC Office. It forms a part of the Diversity and Culture Group, and sits within the TTC’s Human Rights and Investigations Department. The office is structurally independent from other TTC departments, and is staffed with Investigators who are experienced and trained in conducting investigations through a diversity and human rights lens.

Submitting a complaint
We have simplified the process so anyone can submit a complaint. To get started, individuals can reach out to the TTC’s Customer Service Centre in person, by phone, online, fax, or by mail. Their complaint will be forwarded to the FISCC Office. For those with access to e-mail, you may also contact the FISCC Office directly at FISCCInquiries@ttc.ca. All submissions will be acknowledged within two business days of receipt.

Additional information
See the attached poster for more information. For all Managers/Supervisors, please share this information with employees at your location(s).

FISCC Office poster – June 2021

You can also find more details about the complaint and investigation process on the new FISCC Office website at ttc.ca/CustomerFeedback.  

Keisha Campbell
Chief Diversity and Culture Officer
June 30, 2021

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