PRESTO Customer Charter

On Time
Target: 99%

100%

Safe
Target: 100%

100%

In the Know
Target: 80%

70%

Comfortable
Target: 40 or fewer

21.1

Helpful
(Contacts)
Target: 80%

81%

Helpful
(Web Inquiries)
Target: 80%

99%

Promise	Target	Performance
To do our best to be on time	We will ensure that 99.9% of all customer transactions are available to be viewed online by the next day.	100%
To always take your safety seriously	We will have safeguards in place to ensure customer accounts and information are secure.	100%
To keep you in the know	We will ensure our customers are satisfied with our communications around service interruptions (80% or higher on the bi-annual customer satisfaction survey).	70%
To make your experience comfortable	We will do our best to have 40 or fewer complaints per 1,000,000 taps.	21.1
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.	81%
To help you quickly and courteously	We will ensure that 80% of web inquiries are resolved within 2 business days.	99%

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