Customer Service Standards

Transportation – Customer Service Standards

The Transportation Services division provides safe, efficient and effective transportation solutions to serve the needs of Toronto residents, businesses and visitors in an environmentally, socially and economically prudent manner through planning, engineering, designing, maintaining and operating the City’s municipal transportation system. The division's services are provided through three main areas:

  • Road and sidewalk maintenance
  • Transportation operations and safety
  • Public right-of-way management

 

 

Contractor Complaint

Investigation Time
(Length of time to investigate your request)
5 Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 8 weeks

Employee Comment or Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

Operational Comment or Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

  

Bridge - Area Asphalt Repair

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

Bridge - Damaged Structure

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Bridge - Debris / Litter complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 weeks

Bridge - Graffiti Complaint

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 8 weeks

Bridge - Icy, Needs Sand/Salt

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

  

Bus stop / Bus bay - Icy, Needs Sand/Salt

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

  

Curb - Damaged

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

  

Expressway - Damaged

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Dead Animal On Expressway

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
24 Hours

Expressway - Drain damaged

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Fence Damaged

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Pot hole on Expressway

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Requires cleaning

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Roadside Damaged

Investigation Time
(Length of time to investigate your request)
5 Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Safety Barrier Damaged

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Storm Drain requires cleaning

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

  

Holes / Pot Hole - Maintenance Holes Damaged

Investigation Time
(Length of time to investigate your request)
72 Hours [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

  

Laneway - Snow - Not Ploughed

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 60 calendar days

Laneway - Salting / Sanding / Salt

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Hazardous conditions: 24 Hours

Laneway - Surface Damage

Investigation Time
(Length of time to investigate your request)
5 Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 Years

  

  

  

Roadside - Damaged Asphalt

Investigation Time
(Length of time to investigate your request)
5 Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Drain Pipe Damaged or Blocked

Investigation Time
(Length of time to investigate your request)
5 Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Grass Gutting

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 weeks

Roadside - Illegal Dumping Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 Business days

Roadside - Leaf Pick-up Mechanical

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 weeks

Roadside - Maintenance

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Missed Leaf Collection

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 8 weeks

Roadside - Open Drain Maintenance Requested

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Retaining Wall - Damage / Repair

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 3 years

Roadside - Settlement

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 Business Days

Roadside - Snow Piled Too High / Too Much

Investigation Time
(Length of time to investigate your request)
72 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 60 calendar days

Roadside - Snow Plough Damage

Investigation Time
(Length of time to investigate your request)
5 Business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Roadside - Standing Water (West Nile Virus)

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Weed Removal

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 weeks

  

Roadway - Asphalt- Damaged

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Roadway - Centre Island Damaged

Investigation Time
(Length of time to investigate your request)
8 Weeks [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadway - Cleaning of Debris

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 weeks

Roadway - Drain Cover Missing / Damaged / Loose

Investigation Time
(Length of time to investigate your request)
72 Hours [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Roadway - Drain Damaged

Investigation Time
(Length of time to investigate your request)
72 Hours [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Roadway - Drain Maintenance and Repair

Investigation Time
(Length of time to investigate your request)
5 Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Roadway - Fence Damaged

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadway - Graffiti Complaint

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 8 weeks

Roadway - Gravel Damaged

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

Roadway - Illegal Dumping Complaint

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete:5 Business days

Roadway - Missing/Damaged Roadway Signs

Investigation Time
(Length of time to investigate your request)
2 weeks [Hazardous condition: 4 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 6 months

Roadway - Pot hole

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 90 calendar days

Roadway - Safety Barrier Damaged

Investigation Time
(Length of time to investigate your request)
5 Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadway - Sanding / Salting Required

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Hazardous conditions: 24 Hours

Roadway - Sinking/Settlement

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadway - Snow Plough Damage

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Roadway - Snow Ploughing Required

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 36 Hours

Roadway - Standing Water (West Nile Virus)

Investigation Time
(Length of time to investigate your request)
72 Hours [Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Roadway - Water Ponding

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 72 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

  

School - School Safety Programs

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 6 months

  

Sidewalk - Brick/Interlock Sidewalk Damaged

Investigation Time
(Length of time to investigate your request)
30 calendar days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Sidewalk - Cleaning

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 3 weeks

Sidewalk - Concrete Sidewalk Damaged

Investigation Time
(Length of time to investigate your request)
30 calendar days [Hazardous conditions: 72 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Sidewalk - Graffiti Complaint

Investigation Time
(Length of time to investigate your request)
5 business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 8 weeks

Sidewalk - Icy, Needs Sand/Salt

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Sidewalk - Seniors Snow Clearing

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Sidewalk - Snow Clearing

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Sidewalk - Water Ponding

Investigation Time
(Length of time to investigate your request)
30 calendar days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

  

Signs - Illuminated Electrical Sign Maintenance

Investigation Time
(Length of time to investigate your request)
Hazardous condition: 4 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 business days

  

Signals - Flashing Traffic Signal Not Working

Investigation Time
(Length of time to investigate your request)
Hazardous condition: 4 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 business days

Signals - Pedestrian crossover signal not working

Investigation Time
(Length of time to investigate your request)
Hazardous condition: 4 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 business days

Signals - Traffic Signals Not Working

Investigation Time
(Length of time to investigate your request)
Hazardous condition: 4 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 business days

  

Walkway - Damaged

Investigation Time
(Length of time to investigate your request)
30 calendar days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 4 years

Walkway - Snow Clearing/ Salting required

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Walkway - Weeds Need Cutting

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 weeks

  

Parked Vehicles Blocking Access Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 6 months

Request for a speed watch sign or trailer

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Snow Removal - General

Investigation Time
(Length of time to investigate your request)
5 Business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Based on a planned operation

Snow Removal - School Zone

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 7 Business days

Street furniture damaged

Investigation Time
(Length of time to investigate your request)
5 business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 5 business days