Bitching & Moaning · Places I've Lived · Toronto

TTC Followup: the TTC apologizes

As promised, here’s an update on what happened with that letter I sent and reproduced on this blog for my friends. I appreciated this unfettered email apology from the Chair of the TTC, Adam Giambrone, on behalf of the Toronto Transit Commission about what happened to me last month. I am reproducing this email with his permission:

Dear Ms. [xx]:

Further to your June 26 blog entry regarding a disturbing incident you experienced on the 510 Spadina streetcar, please be assured that this matter is being taken very seriously and that the concerns over the handling of this incident have been shared with Senior Operations staff for follow-up.

TTC operators play a major role in the handling of safety and security related incidents that are reported to them, or incidents they observe first-hand. Two-way communication equipment is available on all TTC vehicles and employees are trained to respond immediately. If necessary, the appropriate emergency personnel, i.e. Transit Special Constables or Police will be dispatched. I regret this procedure was not followed in this instance. All operating staff have been reminded of the importance of responding to such situations using the tools that they have at their disposal.

I was also concerned to learn of the response received when you contacted TTC Customer Service. I am told that the matter has been reviewed with our Customer Service Representative and she has been counselled accordingly on how to handle such situations.

The well-being and safety of our passengers is our highest priority. Abusive, racial and sexist taunts by another customer should not, and will not, be tolerated on the TTC. The TTC’s Special Constable Services will be conducting a follow-up investigation regarding this matter.

On behalf of the TTC, please accept my apologies for the horrendous experience you endured and the manner in which it was addressed.

Thank you for allowing me the opportunity of responding.

Sincerely,

Adam Giambrone
Chair

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