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

Overall Commitments

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.

Our staff are here to help. We promise to provide you with exceptional customer service and treat everyone with courtesy and respect.

Quarter 1: January to March

Commitments Improvement Area How we did
Commitments We will roll out our new Wheel-Trans eligibility processes and expanded eligibility criteria. Improvement Area Wheel-Trans How we did in Q1 we passed
Commitments We will complete the pilot for subway musician stages to increase and improve the entertainment experience in our stations. Improvement Area Subway How we did in Q1 we passed

Quarter 2: April to June

Commitments Improvement Area How we did
Commitments We will introduce a Wheel-Trans Family of Services pilot that allows for spontaneity and freedom of travel. This will include improved same-day booking availability for short trips to access TTC accessible vehicles and stations. Improvement Area  Accessibility How we did in Q1 we passed
Commitments We will launch an Anti-harassment campaign to raise awareness of and combat harassment on the TTC. Improvement Area Buses StreetcarsSubway Accessibility How we did in Q1 Fail
Commitments We will launch a Safety and Security app as another tool for customers to report related incidents. Improvement Area Buses   Streetcars Subway Accessibility How we did in Q1 Fail
Commitments We will expand the bike repair stop network by an additional 10 stations. Improvement Area Subway Bicycles How we did in Q1 Fail
Commitments We will install time-saving signal priority technology at 15 intersections to speed up bus travel time. Improvement Area Buses How we did in Q1 Fail
Commitments We will install 200 passenger information displays in shelters to provide real time information on vehicle arrivals. Improvement Area Buses Streetcars How we did in Q1 we passed
Commitments We will ensure the 514 Cherry route is serviced by new, fully accessible streetcars. Improvement Area Streetcars Accessibility How we did in Q1 we passed
Commitments All entrances at 43 subway stations will have new PRESTO-enabled fare gates. Improvement Area Subway Presto How we did in Q1 we passed

Quarter 3: July to September

Commitments Improvement Area How we did
Commitments We will keep customers informed by adopting consistent, customer friendly language for communicating service status information. Improvement Area Buses Streetcars Subway

How we did in Q3 we passed

Commitments We will start construction on four priority bus lanes, to reduce delays and improve travel time. Improvement Area Buses

How we did in Q3 Fail

Commitments We will install new high-capacity bike parking racks at 25 subway stations. Improvement Area Subway Bicycles

How we did in Q3 Fail

Commitments We will work with Bike Share Toronto to incorporate docking stations at a minimum of five TTC stations.  This will offer our customers a great solution for the first and last mile of their journey. Improvement Area Subway Bicycles

How we did in Q3 we passed

Commitments We will introduce new Wheel-Trans No-Show and Late Cancellation Policies that are more flexible, including allowing for same-day cancellations. Improvement Area Accessibility

How we did in Q3 we passed

Commitments We will pilot solar-powered passenger information displays to  provide real time information on vehicle arrivals at stops without utility power. Improvement Area Buses Streetcars

How we did in Q3 Fail

Commitments We will test new technology to improve route management and real time information for buses and streetcars. Improvement Area Buses Streetcars

How we did in Q3 we passed

Commitments We will open a new second exit/entrance at Woodbine Station providing an alternative option to customers from the local community. Improvement Area Subway

How we did in Q3 we passed

Commitments We will have two elevators in service at Woodbine Station as part of the Easier Access program, making this the 37th accessible station of the 69 stations. Improvement Area Subway Elevators

How we did in Q3 we passed

Quarter 4: October to December

Commitments Improvement Area
Commitments We will open the Line 1 Toronto-York Spadina Subway Extension with six new fully accessible modern stations including two new TTC bus Terminals, three new TTC commuter parking lots with 2800 spaces, and direct transit connections with GO Rail, GO Bus, York Region Transit buses including Viva. The stations will feature modern architecture with sustainable design features including LED lighting, bird-friendly glass, green and cool roofs, and landscaping designed to manage water run-off. Other station amenities will include Wi-Fi, covered bicycle storage, new PRESTO fare gates, and new self-service PRESTO machines in service. The bus network along the corridors will be redesigned to serve the new stations. Improvement Area Subway Buses Accessibility Bicycles Presto WiFi
Commitments We will have three new elevators in service at St. Clair West Station as part of the Easier Access program. Improvement Area Subway Elevators
Commitments We will have two elevators in service at Coxwell Station as part of the Easier Access program, bringing the total by the end of the year to 44 of 75 stations. Improvement Area Subway Elevators
Commitments We will put into service 20 new redesigned and accessible buses as part of an effort to diversify and modernize the TTC Wheel-Trans fleet. Improvement Area Accessibility
Commitments We will work with the Bombardier to have a minimum of 40 additional new low-floor, accessible streetcars on property. Improvement Area Streetcars Accessibility
Commitments We will reduce delays by 10% on all subway lines (incidents and minutes). Improvement Area Subway
Commitments We will have 30% of Line 3 train interior refurbishments complete. Improvement Area Subway
Commitments We will introduce a new 'Customer Service Agent' role to provide a better and more engaging service level at eight subway stations to replace the Collector. Improvement Area Subway
Commitments We will launch an improved and redesigned customer-friendly website. Improvement Area Buses Streetcars Subway Wheel-Trans Accessibility
Commitments We will convert an additional 3000 bus poles to the new design to bring total to 6000. Improvement Area Buses
Commitments We will add service during off-peak periods to 15 busy routes, to reduce crowding and improve travel time. Improvement Area Buses Streetcars
Commitments We will consult with customers and other stakeholders to revise service in three neighbourhoods (Kingston/Lawrence/Morningside; Junction; and Rexdale/Airport). Improvement Area Buses
Commitments We will revise the schedules on 10 bus routes to improve service reliability. Improvement Area Buses
Commitments We will widen and lengthen 300 curbside  bus stops to make them accessible to customers with disabilities and, compatible with our higher-capacity, articulated buses. Improvement Area Buses Accessibility
Commitments We will have Wi-Fi available at 100% of stations. Improvement Area Subway WiFi
Commitments With the PRESTO rollout nearing completion, we will be able to start phasing out legacy fare media. This milestone brings us one step closer to the full adoption of PRESTO. Improvement Area Buses Streetcars Subway Wheel-Trans Presto
Commitments We will have 300+ new buses in service to replace aging buses. Improvement Area Buses
Commitments We will reduce streetcar short turns to less than in 2016. Improvement Area Streetcars

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. 

Review the 2016 Customer Charter