Transit Enforcement Complaints Office (TECO)

Transit Enforcement Complaints Office – Complaints Procedure

1. A complaint about the conduct of TTC employees who are designated as Provincial Offences Officers (such as Fare Inspectors and Special Constables), or the policies or services provided by the TTC’s Revenue Protection and Special Constable Service departments, can be submitted to TTC Customer Service via:
   • Online submission
   • Telephone call. 416-393-3030, daily from 7 a.m. to 10 p.m.; or
   • By mail or in-person to the Customer Service Centre Office at 1900 Yonge Street, Toronto, ON M4S 1Z2 (Davisville subway station)
2. Complainants who provide their contact information will be:
   • Provided with a written acknowledgment that their complaint has been received by the Transit Enforcement Complaints Office. 
   • Contacted for an intake interview if more details are needed to understand the complaint.
3. All complaints about the conduct of a special constable or the policies or services provided by the TTC’s Special Constable Service will be forwarded to the Toronto Police Service.  Complaints about special constable conduct or the Special Constable Service will be handled by a TECO employee who has received training from the Toronto Police Service’s Professional Standards Unit.
4. The Transit Enforcement Complaints Office will assess the complaint and consider appropriate next steps for resolution. 
5. If the Transit Enforcement Complaints Office investigates a complaint, the investigation shall be completed within 120 days, unless there are extenuating circumstances.  If the investigation takes more than 120 days, a complainant will receive prior written notice, as well as status updates every 30 days beyond the initial 120 days.  In all investigations, a complainant will be notified of the investigation outcome in writing.
6. The Transit Enforcement Complaints Office will take all reasonable steps to maintain confidentiality regarding the information we receive, and the identities of people involved in the complaint process, including the complainant.  Disclosure may be required for reasons such as safety and procedural fairness.
7. If a complainant believes the TTC has failed to comply with this Complaints Procedure, or is dissatisfied with the outcome of a complaint, the complainant may contact the Office of the Ombudsman of the City of Toronto (https://www.ombudsmantoronto.ca/).

TTC employees who wish to submit a complaint should refer to the TTC’s complaint processes for employees.