Ontario Northland Customer Charter

We put customers at the forefront of everything we do. Our customer service philosophy is based upon true northern hospitality to ensure customers are heard when they reach out, and that they feel welcome when travelling or using our services.

The Ontario Northland Customer Charter outlines the commitments we’ve made to you, our customers, to provide the best possible service and experience.

 

We promise:

To Make Every Effort so you Travel Without Delays

We know you want your journey to begin on time and arrive at your destination when you expect it to. It is our target to adhere to our schedules, so you don’t experience any unnecessary delays. We aim to have our buses and trains arrive at their final destination within 15 minutes of their scheduled time, unless there is a delay or cancellation which is out of our control (i.e. road closures, traffic delays, weather, etc.).

To Provide Expert Service

You are important to us. Our staff will be professional, polite and treat every customer with honesty and respect, while keeping you informed through service communications or trip planning. Our customer service team has the tools at their disposal to provide the expert service you deserve. We will publish any changes to our timetables and any travel advisories on our website and social media.

To Ensure your Experience is Safe and Comfortable

Our priority is to make your experience with us as comfortable and safe as possible. We will provide clean and comfortable stations and keep our fleet clean and well equipped with modern conveniences, so you feel safe across our network and comfortable on your journey.

To Respond Quickly when you Need Help

We are here to help, and we promise to answer your questions quickly, no matter how you reach out to us. We will be thorough and try to answer all questions asked and ensure we take the time required to get you the answer you need.

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Customer Charter Key Performance Indicators (KPIs)

Reporting KPIs highlights the importance of customer service to Ontario Northland and allows us to be transparent with our customers on how we are doing against the Charter commitments.

KPIs for July, August, September 2024. 

On Time (Bus) Target: 90% On Time (Train) Target: 90%
48% X 80% X

 

Expert Service Target: Less than 1% of boardings Safe & Comfort Target: Less than 1% of boardings Timely Target: 90%
0.04% ✓ 0.02% ✓ 72% X

 

PROMISE TARGET PERFORMANCE
To make every effort so you travel without delays To have 90% of buses arrive at the final destination within 15 minutes of their scheduled time. 48% of our buses arrived at the final destination within 15 minutes of their scheduled time.
To have 90% of trains arrive at the final destination within 15 minutes of their scheduled time. 80% of our trains arrived at the final destination within 15 minutes of their scheduled time.
To provide expert service We will have less than 1% of our boardings result in unsatisfactory service complaints brought forward regarding services provided by our staff. We had 0.04% of boardings result in unsatisfactory service complaints brought forward regarding services provided by our staff.
To ensure your experience is safe and comfortable We will have less than 1% of our boardings result in unsatisfactory service complaints brought forward regarding safety and comfort. We had 0.02% of boardings result in unsatisfactory service complaints brought forward regarding safety and comfort.
To respond quickly when you need help We will ensure that 90% of all calls into our call centre are answered within 60 seconds or less. 72% of all calls into our call centre were answered within 60 seconds or less.