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Customer Service Standards for Transportation Services


The Transportation Services Division is committed to providing excellent customer service to the residents of Toronto. In support of this objective, standards of customer service for five key areas provided by the division are listed below:

Customer Service Standards
Service Standard Response Time
Road Damage
  • Investigate and make temporarily safe within 5 business days.
  • Complete permanent road repair within 2-4 years, depending on capital program timing.
Sidewalk – Damaged concrete
  • Investigate, make safe and temporarily repair within 72 hours if hazardous.
  • Investigate and complete non-hazardous temporary repair within 30 days.
  • Remediate the sidewalk within 2-4 years depending on capital program timing.
Potholes
  • Investigate and make temporarily safe within 5 business days.
  • Complete full repair within 90 days if more extensive work is required.
Missing/
damaged signs
  • Investigate and make safe within 4 hours if an emergency (ie. missing stop sign).
  • Investigate within two weeks if a non-emergency complaint.
  • Complete permanent sign repairs within 6 months.
Complaint Investigation/Illegal parking
  • Investigate and provide resident/property owner with Notice to Comply within 3 weeks.
  • Resident/property owner to either remove or legalize boulevard parking through an application for Front Yard Parking under Chpt. 918 of the Toronto Municipal Code within 6 months.
Updated: December 16, 2011

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