Staff Report #4
February 17, 2026
To All Members of the Accessible Public Transit Service Advisory committee
Re: Customer Contact Response Times
Recommendation
That the report be RECEIVED for information.
Background
The following provides an overview of the Customer Contact Process and related timelines for all customer contacts received relating to London Transit services.
Customers can contact London Transit via telephone, email or in person, details of which can be found on the corporate website. All contacts are entered into a database, and then forwarded to the appropriate department for investigation. Contacts can also be received via third parties who forward same to London Transit, or via LTC staff (other than Customer Service) who have received a contact directly. These contacts are forwarded to Customer Service for entry into the database to provide for appropriate tracking of same.
When a contact is received, customers are asked whether they would like a response, and if they indicate that they would, they are advised that it may take up to the established goal of 10 business days before hearing back (as noted on the London Transit website). There are cases where the investigation cannot be completed within the established timeframe, and when this occurs, the customer will be notified that the investigation is ongoing and will be provided with an estimated time for completion and response. This is especially true if the contact requires investigation or follow-up with a third party (e.g., software vendor, facility owner), response times may be extended and difficult to estimate.
The contact database is monitored regularly to ensure that the response goals are adhered to; however, there have been situations where there is a miscommunication or the customer did not implicitly indicate they wanted a call back; in these cases, customers are encouraged to contact our Customer Service staff to receive a status update.
Recommended by:
Caroline Roy, Manager of Corporate Communications
Concurred in by:
Kelly S. Paleczny, General Manager