Introducing the 2016 Customer Charter

Dear Colleagues,

The TTC is delivering more rides with better quality of service and at greater customer satisfaction. And with that I’m pleased to officially launch our fourth annual Customer Charter.

This year the Charter commits us to completing 35 time-bound improvements by the end of the year. More accessible stations, new fare payment options and Toronto Rockets on Line 4 are just a few of the initiatives we aim to deliver. As with the 110 promises we have already delivered since the Charter was first unveiled in 2013, our progress on these key commitments will be reported to the Board quarterly and can be tracked by our riders and the general public at ttc.ca.

Our journey to modernize the system and transform our reputation continues to move forward by keeping the customer at the centre of everything we do. We value the quality and quantity of time they spend with us and they have taken notice. They’ve told us so by giving us our highest customer satisfaction rate in 2015.

The Charter has evolved in 2016. You’ll notice that our promises are tracked by quarter rather than by category, and our core actions have been developed into overall commitments. The results will be same – delivering a transit system that makes Toronto proud.

The 2018 Customer Charter is available at the TTC’s website.

Chris Upfold
Deputy CEO/Chief Customer Officer
February 3, 2016