Staff Report #9
April 27, 2026
To All Commissioners
Re: Customer Contact Process
Recommendation
That the report be RECEIVED for information.
Background
As was directed by the Commission, the following provides an overview of the Customer Contact Process and related timelines for all customer contacts received relating to London Transit services (both conventional and specialized).
This process is utilized for all contacts regarding the services London Transit provides, including issues customers may have with LTC employees and services as well as any software that is available to the public relating to LTC services.
Contact Process
Customers can contact London Transit via telephone, email or in person, details of which can be found on the corporate website. The following provides an overview of the steps involved in the contact process.
- Contact is entered into a database, noting the customer service representative attempts to gather details which will assist in the investigation (date and time of incident, bus number, route, etc.).
- The customer is advised that, should they request a response, they can expect to hear back within 10 business days.
- Contact is forwarded to the appropriate department for investigation.
- Review and/or investigation is undertaken by the respective department. This may include a follow up with the contact as well as any London Transit employees or third parties that may be involved. In the event the contact is in regard to the specialized service, the contact is forwarded to the contractor for investigation (details and outcomes are then shared with LTC management to be entered into the contact database).
- Once the investigation is complete, a response is provided to the customer. It should be noted that should a contact be in regard to employee behavior, the details with respect to any actions taken with said employee will not be shared. If the contact is received through a third-party (i.e. member of council, Commissioner) the replies are provided to the originating contact, with a copy to the third-party.
- Contact is closed
An outstanding contact report is generated on a daily basis and serves as a checkpoint to ensure that contact responses remain within the 10 day window. In the event an investigation cannot be completed within 10 days, a follow up is provided to the contact to advise of same including an updated date they can expect a 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.
Anyone wishing to register a complaint or complement are encouraged to make their contact through the LTC options in order to ensure the contact is entered into the database and tracked accordingly. Contacts that are provided through other means (third-party, directly to LTC employees, etc.) only become a formal contact that is traceable once they have been forwarded to LTC Customer Service and entered into the database.
London Transit utilizes multiple software platforms to provide services to customers, each of which is subject to a support contract. In the event a software provider needs to undertake an update, Administration works to mitigate any negative impacts on the customer to the extent possible (scheduling during off hours, or providing advance warning). In the event that a specific concern is raised with respect to the functionality of public-facing software, Administration works with the vendor to address the issue based on the support contract parameters. Issues of this nature will often take some time, noting that changes to software are tested thoroughly prior to being rolled out. In these cases, Administration advises the contact that they will receive a response as soon as one is available.
Recommended by:
Caroline Roy, Manager of Corporate Communications
Concurred in by:
Kelly S. Paleczny, General Manager