TTC launches new fare inspector, special constable complaints office

A new Fare Inspector and Special Constable Complaints (FISCC) Office has been launched by the Toronto Transit Commission (TTC).

The new office will investigate all public complaints involving TTC Fare Inspectors and Special Constables, as well as related policies and services.

This new FISCC Office replaces the Unit Complaints Coordinator and aims to provide a more accessible, accountable and inclusive process for receiving and responding to public complaints. The office has been established in response to recommendations from the Toronto Ombudsman and is in alignment with the TTC’s Anti-Racism Strategy and 10-point Action Plan on Diversity and Inclusion.

In 2019, the Ombudsman for the city of Toronto released a review of the TTC’s oversight of its former Transit Enforcement Unit. The TTC committed to adopting the recommendations from this review, including implementing long-term changes to ensure that investigations are fair and impartial. Last year, the TTC Board endorsed the TTC’s 10-point Action Plan on Diversity and Inclusion, which serves as an anchor for this office as the TTC continues to modernize.

“The TTC is committed to ensuring that all complaints are handled in a way that is fair, equitable, thorough and transparent. The new FISCC Office will deliver on this commitment and support the TTC's ongoing efforts to ensure that our transit network is safe, inclusive and welcoming for all transit riders," said TTC Chair Jaye Robinson.

“We’re committed to improving the process for investigating public complaints about our Fare Inspectors and Special Constables,” said TTC CEO Rick Leary. “This new office is an impartial body, and it’s now easier for members of the public to contact the office and make a complaint.”

To ensure impartiality, the new office, within the Human Rights and Investigations Department, reports directly to the TTC’s chief diversity and culture officer. It operates structurally independently from other TTC departments, executives, TTC Board and the public.

Customers can submit complaints by contacting the FISCC Office directly or through the TTC Customer Service Center. The new public complaint procedures are available on the TTC website.

Anyone can file a complaint, including those who have been directly affected by an alleged incident, or have witnessed an incident related to a special constable or fare inspector.

The launch of the FISCC Office will be before the TTC Board as part of an update at its meeting on July 7.