Customer Charter


The Metrolinx Customer Charter is at the heart of everything we do at PRESTO. The decisions we make are to directly support our five promises to you:

To do our best to be on time

We want to provide you with an easy-to-use, convenient payment system that works. We will ensure that 99.9% of all customer transactions are available to be viewed online by the next day.

 

To always take your safety seriously

The safety of our riders, employees and all those who come in contact with our services is at the core of everything we do. We will have safeguards in place to ensure customer accounts and information are secure.

 

To keep you in the know

Whether it’s information about system upgrades or an issue with technology, we want you to know about it. We will ensure our customers are satisfied with our communications around service interruptions (80% or higher on the bi-annual customer satisfaction survey).

 

To make your experience comfortable

We want to ensure your time with us is as pleasant as possible. We will do our best to have 40 or fewer complaints per 1,000,000 taps.

 

To help you quickly and courteously

We want to make sure every trip you have with us is a good one, that’s why every PRESTO employee will do whatever it takes to help you. We will ensure that 80% of calls are answered within 30 seconds or less and 80% of web inquiries are resolved within 2 business days.

 

With each of these promises come key performance standards that evaluate how we’re doing. If there are areas to improve in, a plan is put into place to make it happen. Take a look at our full Customer Charter, performance standards and results, here.