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article imageOfficials introduce several changes to Toronto Transit Commission Special

By Andrew Moran     Oct 13, 2011 in Politics
Toronto - Toronto Transit Commission Chair Karen Stintz, accompanied by transit officials, spoke to reporters Thursday morning at the Bathurst Station bus terminal to introduce the latest customer service initiatives by the TTC.
For the past year, the Toronto Transit Commission (TTC) has looked at various ways to improve its customer service relations. As a way to appease its transit riders and to improve their experience, TTC management has introduced the numerous suggestions that have been made by both its ridership and public and private officials.
Speaking during a press conference Thursday morning at Bathurst Station, alongside Chief Customer Service Officer Chris Upfold, TTC spokesperson Brad Ross and TTC Chief General Manager Gary Webster, TTC Chair Karen Stintz announced five changes to improve service for its riders:
TTC Chief Customer Service Officer Chris Upfold and TTC Chair Karen Stintz
TTC Chief Customer Service Officer Chris Upfold and TTC Chair Karen Stintz
- Customer Liaison Panel: The Customer Liaison Panel will consist of the TTC Chair, the General Manager, the Chief Customer Service Officer, eight TTC riders, Chair of the TTC Customer Service Advisor Panel and one member of the Advisory Committee on Accessible Transportation.
- Town Hall Meetings: A series of quarterly town hall meetings – beginning Nov. 24 – that will give TTC customers the opportunity to provide ideas and talk about their experiences.
- Expansion of Request Stop Program: Anyone, not just females, who feels vulnerable, can request a stop in between the bus stops during 9 p.m. and 5 a.m.
- Customer Service Centre Hours: Customers will now be able to submit complaints, comments or feedback from 7 a.m. to 10 p.m. instead of the old hours of 8 a.m. to 5 p.m.
- Review on Fares: Although this review will not look at fares in general, the assessment will look at what customers are recommending in regards to transit fare policy.
TTC General Manager Gary Webster
TTC General Manager Gary Webster
These latest changes originate from the 78 recommendations made in March of last year from the customer service advisory panel – 20 were implemented this year, between 20 and 25 will be established by the end of next year and the rest are being put on hold due to lack of resources.
“In March of 2010, the TTC convened a panel of experts to review the recommendations about customer service at the TTC. We’re a 90-year-old organization and we have improved and grown and we are the third largest transit agency in North America and customer service is something we haven’t turned our mind to but we recognize we needed to,” said TTC Chair and City Councillor Karen Stintz.
“I think it’s fair to say that an organization as large as the TTC that it will take some time to implement these customer service improvements in a sustainable way, which is really what we want.” She added that “it won’t happen overnight, but it will happen.”
TTC Spokesperson Brad Ross
TTC Spokesperson Brad Ross
“Town halls are a relatively new tool for transit,” said Chris Upfold, the TTC Chief Customer Service Officer. “There’s something dangerous about meeting customers en masse because you never know what they’re going to say. But it’s an important part of engaging with them and it’s an important part of understanding their frustrations and what we can do to change.”
In order to apply to become a member of the liaison panel, you must submit a resume and a 250-word essay explaining why you are qualified to be a panel associate. Officials will then look at each individual applicant.
You can submit your application and essay at:
Fax: 416-488-5773
Mail or in-person: TTC Customer Liaison Panel, 1900 Yonge Street, Toronto, ON, M4S 1Z2
More about Toronto transit commission, Karen stintz, Brad ross, customer service advisory panel, Toronto Transit
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