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      |      2012      |      2011      |      2010

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

         

November

         

October

         

September

         

August

         

July

         

June

         

May

         

April

         

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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