GO Transit Customer Charter

On Time (Train)
Target: 95%

96.8%

On Time (Bus)
Target: 96%

98.9%

Safe
Target: 30 or fewer

109.5

In the Know
Target: 30 or fewer

52.4

Comfortable
Target: 30 or fewer

61.9

Helpful
Target: 80%

84.8%

Promise	Target	Performance
To do our best to be on time	We will run 95% of *trains* within 5 minutes of scheduled time.	96.8% of our trains arrived within five minutes of their scheduled time.
To do our best to be on time	We will run 96% of *buses* within 15 minutes of scheduled time.	98.9% of our buses arrived within 15 minutes of their scheduled time.
To always take your safety seriously	We will have 30 or fewer complaints per 1,000,000 boardings regarding safety.	We received 109.5 complaints per 1,000,000 boardings regarding safety.
To keep you in the know	We will have 30 or fewer complaints per 1,000,000 boardings regarding service status communication.	We received 52.4 complaints per 1,000,000 boardings about service status communications.
To make your experience comfortable	We will have 30 or fewer complaints per one million boardings regarding comfort in stations and on trains and buses.	We received 61.9 complaints per 1,000,000 boardings about comfort.
To help you quickly and courteously	We will ensure that 80% of all calls into the contact centre are answered within 30 seconds or less.	84.8% of calls into the contact centre were answered within 30 seconds or less.

97 Front Street West, Toronto, ON M5J 1E6, Phone: 416-874-5900