Accessible Customer Service Policy

The Toronto Transit Commission (TTC) is committed to both providing safe and courteous transit services and to communicating in a manner that:

• respects the dignity and independence of persons with disabilities;
• promotes the principles of integration and equal opportunity; and
• takes into account a person’s disability.

The TTC will communicate with persons with disabilities in a manner that takes into account their disability. The TTC is committed to providing accessible customer service through our website, in person, by telephone, TTY, or by mail.

The TTC is committed to ensuring that documents and information are available in accessible formats to persons of all abilities, across all modes of transit. All TTC vehicles are clearly marked with route destination signs and equipped with an automated audible and visual next stop announcement system. In addition, TTC station names are clearly marked on all subway platforms.

TTC system and route information, maps, fares and important contact telephone numbers are available on our website at Schedules and Maps and are published in our Ride Guide which is available free of charge in subway stations or from TTC Customer Service.

Multi-lingual information is available by calling 416-393-4636 (INFO) and pressing 7, or by using the automated “translate page” feature at the bottom of every page on the TTC website.

The TTC is committed to providing transit services to persons with disabilities who use assistive devices.

Our entire bus fleet is accessible for persons using assistive devices. All buses are equipped with kneeling features and ramp and two securement areas that can accommodate customers using mobility assistive devices. Accessible transit stops are clearly marked with the blue International Symbol of Access.

Replacement of the TTC's existing streetcar fleet with accessible low-floor streetcars is underway, with all routes planned to be accessible by 2019. Low-floor streetcars are accessible for persons using assistive devices: they are equipped with a deployable ramp, which can be requested by customers, Priority Seating, and two seating areas that can accommodate customers using mobility assistive devices.

More than half of TTC’s stations are accessible to and from the street, and bus/ subway platforms. Accessible stations are equipped with elevators, accessible entrance doors, way-finding tiles and signage, benches, and accessible fare gates. All stations are planned to be accessible by 2025.

All subway trains are accessible for persons using assistive devices: they are equipped with wider doorways, obstruction-free centre aisles, Priority Seating, and flip-up/flip-down seating to accommodate customers who use assistive devices.

All Wheel-Trans buses are accessible for customers using assistive devices: they are equipped with kneeling features, ramps and securement areas for customers using mobility assistive devices.

Persons with disabilities accompanied by service animals are permitted access to all public areas of the TTC (including buses, streetcars, subway stations, subway trains, and Wheel-Trans vehicles) during hours of operation. Wheel-Trans customers should indicate that they will be travelling with a service animal at the time of booking, to ensure space is available. For more information about service animals in public areas of the TTC, see TTC By-law No. 1.

Persons with disabilities who need to be accompanied by a support person on their transit trip may apply for a Support Person Assistance Card (SPAC). A fare paying SPAC holder may be accompanied by one support person on a single fare upon presentation of the SPAC when entering the TTC system and/or at a Proof-of-Payment check point. Additional companions must pay a fare. Fare information is posted in TTC buses, streetcars, and subway stations. Fare information is also available on the TTC website at:Fares and Passes.

The TTC may require persons with disabilities to be accompanied by a support person, for health or safety reasons. In these cases, the TTC will consult with the person and/or their representative, to understand their needs, and consider health or safety reasons based on available evidence. Accompaniment by a support person will only be required if there is no other reasonable way to protect the health or safety of the person and/or others on TTC premises. The choice to be accompanied by a support person at all times, for health or safety reasons, may also be made independently by persons with disabilities and/or their representatives.

The TTC is committed to providing customers with timely notification of temporary and extended service disruptions/delays. Subway service disruption/delay information is announced audibly in the subway system and displayed visually on video screens located on subway platforms and at station entrances. Subway service disruption/delay information is also posted on our website at: Service Advisories, on Twitter @TTCnotices, and is available by e-mail to customers who register for e-Alerts at: My TTC e-Services.

Escalator and elevator disruption information is posted on our website at: Service Alerts, and is available by calling: 416-539-5438 (LIFT), or by e-mail to customers who register for e-Alerts at: (elevators-only).

Bus and streetcar schedules are subject to traffic conditions and customers may have to make alternate travel arrangements in the event of diversions and disruptions/delays. Diversions and major disruptions/delays are also posted on our website at: Service Alerts, on Twitter @TTCnotices, and available by email to customers who register for e-Alerts at: My TTC e-Services.

Wheel-Trans customers are notified by phone or email of Wheel-Trans service delays greater than 30 minutes after a customer’s scheduled pick-up time.

All TTC employees receive training on accessible customer service and how to interact with persons with different disabilities. Such training includes:

• An overview of the purpose of the Accessibility for Ontarians with Disabilities Act (AODA), the requirements of AODA standards, and TTC policies, procedures and practices relating to the provision of services to persons with disabilities;
• Instruction on how to interact and communicate with persons with various types of disabilities;
• Instruction on interacting with persons with disabilities who use assistive devices or require the assistance of a service animal or support person;
• Instruction on the use of accessibility equipment or devices; and
• Instruction on what to do if a person with a disability is having difficulty accessing transit services.

All employees receive training on accessible customer service and how to interact with persons with different disabilities prior to assuming the duties and responsibilities of their jobs. Moreover, training is provided to TTC employees on an ongoing basis in respect of any changes to customer service-related policies, procedures, practices or programs.

The TTC welcomes and encourages feedback from its customers. All feedback is taken seriously and each customer communication is directed to the responsible TTC operating division or department for review and necessary action.

Customers with complaints, compliments, or suggestions regarding conventional/fixed route TTC services (bus, streetcar, and subway) can submit their feedback through the TTC website at: Complaints and Compliments, by calling TTC Customer Service at: 416-393-3030, TTY 416-338-0357 or in person/by mail at: TTC Head Office, 1900 Yonge Street, Toronto, Ontario. For TTC Customer Service Centre hours, see our website at: Contact Us.

Information regarding TTC Customer Service’s procedures when receiving and responding to communications from customers is available on the TTC website at: Standard Operating Procedure - Customer Services Section.

Customers with feedback regarding Wheel-Trans service may contact Wheel-Trans Customer Service at: 416-393-4111, TTY 416-393-4555, or wtcs@ttc.ca.

TTC documents, or information contained in TTC documents, can be provided or arranged to be provided, on request, to persons with disabilities in an accessible format or with communication support. In determining the suitability of an accessible format or communication support, the TTC will consult with the person making the request,

When providing or arranging to provide documents/information to persons with disabilities in an accessible format or with communication support, the TTC will do so in a manner that takes into account the person's accessibility needs due to disability, and at a cost that is no more than the regular cost charged to other persons. The length of time it will take to provide documents/information in an alternative format or with communication support will depend on the format/support requested. Every effort will be made, however, to process requests in a timely fashion.

To request a document or information in an accessible format or with communication support, please contact TTC Customer Service.

The TTC is committed to a process of community consultation. The Advisory Committee on Accessible Transit (ACAT) reports directly to the TTC Board in an advisory capacity on accessibility issues. ACAT meetings, which are held monthly, are open to the public. Meeting schedules and agendas are posted on the TTC website at: Public Meetings. ACAT can be contacted at: acat@ttc.ca.

The TTC also publishes an annual report, and holds an annual public forum for customers to provide feedback on TTC's accessible transit services. Further information is available on the TTC website at: Public Meetings.

More information about using the accessible features of TTC’s transit services is available on the TTC website at: Accessibility. For more information about using TTC's specialized public transit services, contact Wheel-Trans Customer Service at 416-393-4111, TTY 416-393-4555, or refer to the Wheel-Trans section of the website.

Last updated: December 2016