2018 Customer Charter
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.
The TTC Way
The TTC Way is made up of six values that describe how we treat others and how we expect to be treated. We are committed to working together.
Respect one another
TTC: We will value, support and treat every customer and colleague with patience, respect and dignity. We welcome all
Customer: Treat everyone on the TTC, including staff, with respect. Please be mindful of others.
Communities: We will value each community’s uniqueness and strive to plan and deliver service that meets its need.
Value each other’s time
TTC: We will do all we can to keep you moving quickly, efficiently and reliably.
Customer: Help keep us moving. Try not to do anything that could hold up service.
Communities: We will actively manage and work to minimize the impact of closures, detours and other disruptions in your community.
Tell people what’s happening
TTC: We will let you know right away about anything that might affect your trip.
Customer: Pass along information that might help others. When possible, use technology to keep informed.
Communities: We will openly engage with you and your City Councillors as early as possible about our transit projects.
TTC: We will ensure the safety and security of our customers, employees and everyone around us.
Customer: Look out for each other and use common sense. If you see something, say something.
Communities: We will be proactive and vigilant in protecting your safety and the safety of our customers.
Mind your space
TTC: We will keep our spaces clean, clear and easy to use. We are becoming a transit system that that is more accessible for all.
Customer: Respect everyone’s space and take pride in your own. Help us keep the system clean and clear. Don’t leave anything behind.
Communities: We will recognize the TTC’s place in your community and be mindful of how we affect the daily lives of those who work and live there.
Help others out
TTC: We will go out of our way to help – and if we can’t, we will take the time to point you in the right direction.
Customer: Help each other. Make room. Give up your seat for those in need.
Communities: We will listen and be open to your ideas and perspectives about how to keep your community moving, aided by the best available information.
Quarter 1: January to March
|Commitments We will continue to provide additional vehicles in support of the King Street pilot aimed at improving transit reliability, speed and capacity.||Improvement Area|
|Commitments We will launch a new five-year Corporate Plan that presents a clear way forward to continue to realize our vision to be a transit system that makes Toronto proud.||Improvement Area|
|Commitments We will launch a redesign of passenger information displays on subway platforms. The new design will not only provide customers with the next train arrival time, but also the line number and destination of the train.||Improvement Area|
|Commitments We will introduce a discounted fare for customers transferring between GO Transit/UP Express services and the TTC, making travel in the GTHA more affordable and seamless.||Improvement Area|
|Commitments We will pilot a beacon wayfinding system to help customers with vision loss navigate through stations using their smart devices.||Improvement Area|
|Commitments We will continue to support City of Toronto staff in adding shelters and shelter amenities at bus stops across the city.||Improvement Area|
|Commitments We will continue to roll out Automatic Train Control on Line 1 to improve travels times and reduce overcrowding.||Improvement Area|
|Commitments We will continue to roll out Wheel-Trans Family of Services. Wheel-Trans customers will have more independent and flexible travel options.||Improvement Area|
|Commitments We will add service on bus and streetcar routes to help reduce overcrowding during peak hours on up to 20 routes.||Improvement Area|
|Commitments We will deploy up to 15 extra surface vehicles each day to fill in service gaps to provide a more consistent level of service.||Improvement Area|
Quarter 2: April - June
|Commitments We will launch an improved and redesigned customer-friendly website to make accessing information about TTC services more convenient.||Improvement Area|
|Commitments We will introduce the Fair Pass Program to make transit more affordable for eligible low-income residents.||Improvement Area|
Quarter 3: July - September
|Commitments We will expand the bicycle repair stop network at stations from 29 stops to a minimum of 44. The repair stops will feature wrenches, Allen keys, screw drivers, and an air pump to help cyclists make minor repairs to their bicycles as they complete the first and last mile of their journey.||Improvement Area|
|Commitments We will commence the construction phase at Wilson and Runnymede Stations as part of the Easier Access program to make stations accessible to everyone, regardless of their level of mobility.||Improvement Area|
|Commitments We will commence the construction phase at Chester Station as part of both the Easier Access program to make stations accessible to everyone and the Second Exit program to improve customer safety and create another entrance for customer convenience.||Improvement Area|
|Commitments We will roll out new technology to improve route management and real-time information for buses and streetcars. The technology will allow for more consistent service and make it easier for you to plan your trip..||Improvement Area|
|Commitments We will introduce two-hour time-based transfers, simplifying the transfer process and making multiple short distance trips more affordable.||Improvement Area|
|Commitments We will work with Bike Share Toronto to incorporate docking stations at a minimum of five additional TTC stations, making it easier for cyclists to complete the first and last mile of their journey.||Improvement Area|
|Commitments We will receive 200 new redesigned, clean diesel buses featuring USB ports for charging smart devices, three individually operated flip-down seats to create space for strollers and large passenger belongings, and two passenger information displays.||Improvement Area|
|Commitments We will work with Bombardier to increase the number of new low-floor, accessible streetcars in service from 57 to 100.||Improvement Area|
|Commitments We will complete the installation of new fare gates. Every station and every entrance will be PRESTO-enabled.||Improvement Area|
|Commitments We will introduce a limited-use paper PRESTO card to replace cash fares and make accessing transit easier for infrequent customers.||Improvement Area|
|Commitments We will move Adult and Senior Monthly Passes onto PRESTO. This milestone brings us one step closer to the full adoption of PRESTO.||Improvement Area|
Quarter 4: October - December
|Commitments We will complete construction on the multipurpose path at the Finch Station west parking lot to support the City of Toronto's plans to connect cycling and walking trails.||Improvement Area|
|Commitments We will complete the resurfacing of the Finch Station west parking lot, restoring 1413 parking spaces for commuters.||Improvement Area|
|Commitments We will continue to staff more stations with Customer Service Agents to replace the Collector and to provide a more personalized and engaging level of service.||Improvement Area|
|Commitments We will install high-capacity bicycle parking racks at up to 49 stations. The new racks will more than double our existing bicycle parking capacity.||Improvement Area|
|Commitments We will upgrade the infrastructure that powers streetcars along the 512 St Clair route, making service more reliable.||Improvement Area|
|Commitments We will have elevators in service at St Patrick Station as part of the Easier Access program to make stations accessible to everyone, regardless of their level of mobility.||Improvement Area|
|Commitments We will install up to an additional 50 passenger information displays in station bus bays to provide real-time information on vehicle arrivals.||Improvement Area|
|Commitments We will pilot solar-powered passenger information displays to provide real-time information on vehicle arrivals at stops without utility power.||Improvement Area|
|Commitments We will install bicycle shelters at a minimum of five stations to help cyclists protect their bicycles from the elements.||Improvement Area|
|Commitments All stations will be equipped with at least one new PRESTO vending machine where customers can buy a PRESTO card, load money and buy a paper PRESTO card, to make accessing transit more convenient.||Improvement Area|
|Commitments We will implement new state-of-the-art radios on subway trains to make announcements inside trains clearer and more audible.||
|Commitments We will put into service 69 new redesigned and accessible vehicles as part of our effort to diversify and modernize the TTC Wheel-Trans fleet.||
|Commitments We will review and optimize stop locations to improve travel times, accessibility and reliability at approximately 300 bus stops across the city.||
|Commitments We will implement transit signal priority and up to three queue-jump lanes to allow buses and streetcars to operate more quickly and consistently on heavy traffic corridors.||
We will continue to deliver on the positive initiatives that we started with our first Customer Charter in 2013:
Conducting Meet the Managers sessions.
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.