Customer Experience Advisory Committee

Richmond Hill customers!

We’re looking for someone to represent your line on our Customer Experience Advisory Committee. Committee members are volunteers and provide valuable input which helps us improve the customer experience.

To apply, email by June 23 and tell us a little about yourself, including how often you use GO Transit and why you’re interested in being on the committee.

The committee meets at least four times a year (in the evening from 4:30 to 6:30 pm, downtown Toronto) to provide feedback and advice.

Full terms of reference

For more information, please select one of the topics below.

Committee Member Recruitment

There is an opening on our Customer Experience Advisory Committee. We are looking for one volunteer representative who travels on the Richmond Hill line. We meet quarterly, (on Mondays, from 4:30pm to 6:30pm). If you’d like to help shape the GO customer experience, please send us a brief email telling us why you’d like to be a volunteer member and perhaps include a few of your suggestions or ideas. For more detailed information, please see "Full terms of Reference" (shown above), then click on Selection Process and read #4 for information on how to apply. All applicants will receive a response by no later than July 14th, 2017. Reply to

Roles and responsibilities

  • Provide consultation and advice to GO Transit/Metrolinx staff related to customer service programs and initiatives.
  • Promote dialogue and information exchange regarding public communication of key customer issues.
  • Assist in advising on policy issues for services regarding the interests of customers.

Examples of initiatives discussed at CEAC

There are many initiatives where the Customer Experience Advisory Committee have contributed feedback and participated in the development. Some of these include:

  • Passenger Charter and Key Performance Indicators
  • Installation of public access defibrillators on GO Trains
  • Electrification study
  • Fare dispute resolution process
  • Recommendations on content, design and functionality of
  • Winter preparedness plans
  • Union Station Revitalization Program
  • Customer communications plans
  • Customer Satisfaction surveys
  • Parking improvement plans
  • Platform crowding improvement plans
  • Transit Safety Officer uniforms
  • Refreshed train and bus interiors and exteriors
  • Service Guarantee
  • Implementation of Quiet Zone on trains
  • Customer Etiquette Campaign

Our CEAC meeting reports

We would like to thank past and current members for their time and contribution to help us continue to enhance our customers’ experience traveling with GO.

Questions or comments about the Customer Experience Advisory Committee (CEAC)

By e-mail to:

If you prefer to send a letter, please mail it to:
GO Transit CEAC
20 Bay Street, Suite 600
Toronto, Ontario
M5J 2W3

Comments, questions or issues about services should be directed to the Customer Contact Centre as follows:

If you have any suggestions, or if you have had a problem with any of our services, we'd like to hear from you. By providing us with your input, you'll be helping us serve you better. Please complete the customer comment form and send it to us at GO Transit. If you need a response, please provide your name and let us know how to get in touch with you. Thank you.

We won't be able to respond to your comments right away, so please do not use this form for requests for general information about schedules, fares, or routes. If you can't find the information you need on our website, phone us at the following numbers.

416.869.3200 Toronto local calling area
1.888.GET ON GO (438.6646) long distance toll free
1.800.387.3652 TTY teletypewriters only
416.869.3525 fax