Frequently Asked Questions

FAQ's

What is a Customer Charter?: A Customer Charter is an outline of commitments to improve overall service quality while improving our customers’ experience.
Why are you introducing a charter?: Brampton Transit is launching a Customer Charter to be more transparent with our customers and inform them on what we’re working on to improve our overall service.
Where did all of these items come from?: The items outlined in the Customer Charter are a reflection of the approved annual budget. It’s important for our customers to see what we are working on throughout the year, and where our budget commitments are allocated.

As the annual budget may not be reviewed in its entirety by residents, the charter highlights the Brampton Transit items so our customers know what we’re working on and what we can be held accountable for.
How will we know these commitments are being fulfilled?: We will report on every item as it is completed or requires an update. All revised information will be made available on the Customer Charter webpage on the Brampton Transit website.

When an item is complete, it will be marked "Complete".

If an item has not been completed by its intended date, an update will be provided on why it has not been completed and when it can expect to be.
Why are most items due in December?: These items or projects are ones that we are continuously working on throughout the year. While some projects have hard timelines, others take place on an ongoing basis.

For example, our new buses arrive throughout the year, and at years end all buses will have been added to our fleet.

As items on the list are completed, an update will be provided here on the website.
How is on-time performance measured?: Brampton Transit identifies an on-time bus as the percentage of service delivered between three minutes early and five minutes late. Timing data is collected by our SmartBus system onboard every bus.
Is Brampton Transit reaching this goal?: In 2015 and 2016, Brampton Transit met or slightly exceeded this target, while in 2017 we fell just shy of the 91% goal. This was due largely to the significant increase in ridership, which makes buses stop for a longer time to load and unload passengers.

Brampton Transit continuously strives towards achieving the 91% on-time performance target through scheduling adjustments, vehicle reliability, improving data collection quality, better analytical tools, and investments in new resources to improve responsiveness and overall performance.

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