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PRESTO Customer Charter


PRESTO’s Customer Charter is three commitments we’re making to you, our customer. The following commitments have been made by every PRESTO employee to ensure we provide a better PRESTO experience.

Commitment 1: We will keep PRESTO smart and simple, so it’s easy for you to use and understand

We make using PRESTO across all regional transit systems as seamless as possible. PRESTO is easy to use anywhere, so you can travel anytime. We are also working hard to ensure that you understand the great features of our fare card.

As part of this commitment, we will:

Keep the average call rate* to under 6%

Keep customer satisfaction with the usage of PRESTO to over 75%

*Call rate denotes the total number of calls received at the PRESTO Contact Centre divided by the total number of PRESTO customers in a particular period of time

Commitment 2: We will continuously improve our service and keep PRESTO running smoothly

PRESTO is working to keep the system operating smoothly so it’s there when you need it, while working to improve service for tomorrow. 

As part of this commitment, we want to achieve:


Keep the PRESTO website available at least 98.5% of the time, 24 hours a day, 7 days a week

Keep our phone system available 99.5% of the time, 24 hours a day, 7 days a week

Keep customer satisfaction with PRESTO Customer Service at 60%

Commitment 3: We will keep you informed and make every effort to resolve any concern you have

We know that you might have questions or concerns. Tell us. We will work to resolve it as soon as we can.

As part of this commitment, we will:

Resolve over 80% of requests during the first call

Answer at least 80% of the calls within 30 seconds

Keep customer satisfaction with PRESTO communications at 2016 levels