Once a complaint is received, it will be assigned to a Fare Inspector & Special Constable Complaints (FISCC) Office Investigator. This Investigator operates structurally independent from the Revenue Protection Department and Special Constables Services. They are a part of the Human Rights and Investigations Department, reporting directly to the Chief Diversity and Culture Officer.
A formal investigation will generally involve:
- A review of the complaint to make sure all necessary information is included.
- Interviews with each person involved in the complaint.
- Gathering evidence and making factual findings about the allegations.
- A determination of whether there was a TTC policy violation.
If the complaint does not involve allegations of serious misconduct, the FISCC Office may propose an informal resolution to address the concern, such as a mediated conversation or written resolution, as long as all individuals involved agree. More serious alleged misconduct will result in a formal investigation.
We developed quick and easy overviews that outline key steps in our complaint processes:
The FISCC Office’s complaint procedures have undergone internal and external expert stakeholder review. They will continue to be updated regularly following community and public consultation to ensure the procedures meet the needs of the diverse communities that the TTC serves.
Frequently asked questions – Investigations
How long does an investigation take?
Generally, an investigation will be completed within 90 days of being assigned. The timing will depend on the availability of the individuals involved, as well as the complexity of the complaint. Any extensions in timelines will be communicated to those involved, including the reasons for the delay.
The FISCC Office recognizes it is important to resolve cases in a timely manner and has set these timelines for expeditious investigations. It is important to note that the thoroughness of an investigation can impact the length of time it takes to close an investigation.
Who do I contact to get the status of an investigation?
What happens at the end of an investigation?
The investigator will make a factual finding on whether each allegation is substantiated or unsubstantiated, on a balance of probabilities – that is, whether it is more likely than not that the misconduct occurred.
Based on the factual findings, the investigator will also make a determination on whether there has been a violation(s) of the Transit Enforcement Unit’s Code of Conduct, and/or other TTC policies, including but not limited to, the TTC’s Respect and Dignity Policy, Employee Code of Conduct, Diversity and Inclusion Policy, and Workplace Violence Policy and Program.
What are my options if I am dissatisfied with the investigation outcome?
You may contact the Ombudsman Toronto Office directly at firstname.lastname@example.org.
Also, the provisions of the FISCC Office’s complaint procedure in no way affects the right of a person to exercise their rights under any applicable law, including the Ontario Human Rights Code, within the time limits specified by that legislation.