Transportation Services – Customer Service Standards

The division’s services are provided through three main areas:

road and sidewalk maintenance
transportation operations and safety
public right-of-way management

Contractor Complaint

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Eight weeks

Employee Comment or Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

Operational Comment or Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

Bridge - Area Asphalt Repair

Investigation Time
(Length of time to investigate your request)
Five Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 30 calendar days

Bridge - Damaged Structure

Investigation Time
(Length of time to investigate your request)
Five Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Bridge - Debris or Litter Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Five weeks

Bridge - Graffiti Complaint

Investigation Time
(Length of time to investigate your request)
Five business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Eight weeks

Bridge - Icy, Needs Sand or Salt

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Bus Stop or Bus Bay - Icy, Needs Sand or Salt

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Bus Stop or Bus Bay - Snow Clearing Required

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Bus Stop or Bus Bay - Request for New/Modify Bus Stop or Bus Bay

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Curb - Damaged

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Four years

Curb - Request to Adjust Height (Too High/Low)

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Four years

Driveway - Blocked By Snow-Pile from Road Snow Ploughing

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 72 Hours

Driveway - Damaged or Water Ponding

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Damaged

Investigation Time
(Length of time to investigate your request)
Five Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Dead Animal

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
24 Hours

Expressway - Drain Damaged

Investigation Time
(Length of time to investigate your request)
Five Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Fence Damaged

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Pot Hole

Investigation Time
(Length of time to investigate your request)
Five Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Requires Cleaning

Investigation Time
(Length of time to investigate your request)
Five business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Roadside Damaged

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Safety Barrier Damaged

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Expressway - Storm Drain Requires Cleaning

Investigation Time
(Length of time to investigate your request)
Five Business Days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Maintenance Holes Cover Loose or Missing

Investigation Time
(Length of time to investigate your request)
72 Hours [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Four years

Maintenance Holes Damaged

Investigation Time
(Length of time to investigate your request)
72 Hours [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Four years

Laneway - Request to Provide Speed Bumps In

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Two years

Laneway - Snow Not Ploughed

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 60 calendar days

Laneway - Salting / Sanding / Salt

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 60 calendar days

Laneway - Salting / Sanding / Salt

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Hazardous conditions: 24 Hours

Laneway - Surface Damage

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Five Years

Parking or Traffic - Concerns Regarding Parking and Stopping in School Area

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Parking or Traffic - Heavy Trucks Traffic or Parking Concerns

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Parking or Traffic - Parking Issues in a Public Lane

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Parking or Traffic - Provide New or Modify Parking Meters

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Parking or Traffic - Request Changes to General Parking/Standing/Stopping Regulations

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Parking or Traffic - Request for New or Modification of Existing Angle Parking

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Sx months

Parking or Traffic - Request for Temporary Parking During Construction or Special Events

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Parking or Traffic - Request Overnight Residential Permit Parking Regulations

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Parking or Traffic - Request to Prohibit Corner Parking Near Intersections

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Four months

Parking or Traffic - Request to Provide New or Modify Parking Spaces for Taxicab

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Parking or Traffic - Request to Review or Enforce Parking Time Limits

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Parking or Traffic - Traffic and Parking Regulations in New Subdivisions

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Two years

Pavement Markings - Missing or Faded Pavement Markings

Investigation Time
(Length of time to investigate your request)
Two weeks

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Pavement Markings - Request to Install, Modify or Repaint Pavement Markings

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Pavement Markings - Request to Provide New/Remove Existing Pavement Markings for Bus Parking/Loading

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Six months

Roadside - Concrete Post Damaged (Used for Parking Prevention)

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Damaged Asphalt

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Drain Pipe Damaged or Blocked

Investigation Time
(Length of time to investigate your request)
Five Business Days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Grass Gutting

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Five weeks

Roadside - Illegal Dumping Complaint

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Five Business days

Roadside - Leaf Pick-up Mechanical

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Four weeks

Roadside - Maintenance

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Missed Leaf Collection

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Eight weeks

Roadside - Open Drain Maintenance Requested

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Retaining Wall Damage or Repair

Investigation Time
(Length of time to investigate your request)
Five business days [Hazardous conditions: 24 Hours]

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Three years

Roadside - Settlement

Investigation Time
(Length of time to investigate your request)
Hazardous conditions: 24 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Five Business Days

Roadside - Snow Piled Too High / Too Much

Investigation Time
(Length of time to investigate your request)
72 Hours

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 60 calendar days

Roadside - Snow Plough Damage

Investigation Time
(Length of time to investigate your request)
Five Business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 12 months

Roadside - Standing Water (West Nile Virus)

Investigation Time
(Length of time to investigate your request)
Five business days

Completion Time
(Length of time to complete your request)
Extensive work required to complete: 18 months

Roadside - Weed Removal

Investigation Time
(Length of time to investigate your request)
N/A

Completion Time
(Length of time to complete your request)
Extensive work required to complete: Five weeks