Calling Out Stops
OC Transpo quality assurance personnel measure whether or not each bus operator is announcing major bus stops along his or her route. Each month, "silent shoppers" travel across the system to assess operators and report results.
The Canadian Transportation Agency has established that major bus stops be announced according to OC Transpo policy, and that monthly reports of progress towards that goal be publicized on octranspo.com.
All of our bus fleet is now equipped with the automated Next Stop Announcement System (NSAS).
Bus Operators Calling Out Major and Requested Stops
As requested by the Canadian Transportation Agency, please find below the rate of bus operator compliance in calling out major and requested stops:
| 2013 | Rate of compliance* | Number of customer complaints related to stops not being called out | Number of non-compliant incidents identified through OC Transpo monitoring | Number of complaints and incidents that resulted in disciplinary action | Number of complaints and incidents remaining in the disciplinary process |
|---|---|---|---|---|---|
|
December |
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November |
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October |
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September |
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August |
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July |
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June |
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May |
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April |
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March |
99% | 0 | 1 | 2 | 0 |
|
February |
99% | 0 | 1 | 0 | 1 |
|
January |
99% | 0 | 1 | 1 | 0 |
| Year-to-Date: | 99% | 0 | 3 | 3 | 0 |
*Rate of compliance is based on OC Transpo monitoring through the use of mystery shoppers
| 2012 | Rate of compliance* | Number of customer complaints related to stops not being called out | Number of non-compliant incidents identified through OC Transpo monitoring | Number of complaints and incidents that resulted in disciplinary action | Number of complaints and incidents remaining in the disciplinary process |
|---|---|---|---|---|---|
|
December |
100% | 0 | 0 | 0 | 0 |
|
November |
99% | 4 | 2 | 6 | 0 |
|
October |
96% | 1 | 6 | 3 | 3 |
|
September |
100% | 0 | 0 | 0 | 0 |
|
August |
100% | 0 | 0 | 2 | 0 |
|
July |
100% | 3 | 0 | 0 | 2 |
|
June |
100% | 0 | 0 | 0 | 0 |
|
May |
100% | 0 | 0 | 0 | 0 |
|
April |
99% | 1 | 2 | 3 | 0 |
|
March |
99% | 1 | 1 | 1 | 0 |
|
February |
99% | 4 | 2 | 4 | 2 |
|
January |
97% | 1 | 1 | 1 | 0 |
| Year-to-Date: | 99% | 15 | 14 | 20 | 0 |
| 2011 | Rate of compliance | Number of customer complaints related to stops not being called out | Number of non-compliant incidents identified through OC Transpo monitoring | Number of complaints and incidents that resulted in disciplinary action | Number of complaints and incidents remaining in the disciplinary process |
|---|---|---|---|---|---|
|
December |
99% | 1 | 2 | 3 | 0 |
|
November |
99% | 2 | 1 | 3 | 0 |
|
October |
97% | 2 | 4 | 6 | 0 |
|
September |
99% | 9 | 2 | 9 | 0 |
|
August |
99% | 12 | 2 | 10 | 4 |
|
July |
99% | 7 | 1 | 8 | 0 |
|
June |
97% | 16 | 4 | 16 | 0 |
|
May |
97% | 6 | 5 | 5 | 1 |
|
April |
97% | 3 | 3 | 2 | 3 |
|
March |
99% | 9 | 3 | 7 | 1 |
|
February |
96% | 9 | 9 | 15 | 1 |
|
January |
97% | 5 | 10 | 14 | 1 |
| Year-to-Date: | 98% | 81 | 46 | 98 | 0 |
| 2010 | Rate of Compliance: |
Number of customer complaints related to stops not being announced: |
|---|---|---|
|
December |
96 % |
4 |
|
November |
92 % |
6 |
|
October |
92 % |
7 |
|
September |
88 % |
16 |
|
August |
80 % |
23 |
|
July |
77% |
15 |
|
June |
75% |
20 |
|
May |
82 % |
16 |
|
April |
81 % |
27 |
|
March |
79 % |
45 |
|
February |
79 % |
20 |
|
January |
78 % |
28 |
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