Customer Service Advisory Committee

Greater Toronto Transit Authority
Customer Service Advisory Committee – Terms of Reference

Please note:  GO Transit and Metrolinx merged on May 14, 2009, to become a single agency known as Metrolinx.  The Customer Service Advisory Committee will report to the new Metrolinx Board.  Here are the original terms of reference for your information.


1.         Purpose
Reporting to the GO Transit Board, the GO Transit Customer Service Advisory Committee will be established as an advisory committee to GO Transit to provide for on-going public participation in customer service improvements.

2.         Roles and Responsibilities

  1. Promote dialogue and information exchange regarding public communication of key customer issues.
  2.  Serve as a sounding board for key GO Transit issues.
  3.  Aid GO Transit staff in providing consultation and advice related to customer service.
  4. Assist in advising on policy issues for services regarding the interests of customers.

3.         Composition
Membership for this committee shall be open to those interested on a voluntary basis and will consist of the following:

  1.  The committee will be composed of nine GO Transit customers, with at least each one representing a train or bus service corridor.
  2.  A member of the GO Transit Board, appointed by the Chairman, will serve as the ex-officio member of the committee.



4.         Selection Process
The membership selection process will be undertaken with a public solicitation through GO Transit’s website. GO Transit is looking for:

  1. Members who reside within the service areas of GO Transit and are users   of the GO Transit system, and who are willing to constructively bring their customer perspective to GO Transit. These individuals are willing to make the commitment to attend, participate and engage in meetings on the Advisory Committee and any other related activities.
  2. Potential members are to outline their qualifications and reasons for wanting to participate on the Advisory Committee.
  3. Applications for the nine positions will be reviewed and evaluated by GO Transit Board members and GO Transit staff, with recommendations for the nine positions made by the group. The final decision on all appointments will be made by the Chairman of GO Transit.
  4. Members of the Committee will serve for a term of one year from the date of their acceptance.

 5.         Meetings
Meetings will be held on a quarterly basis or at the call of the Chairman of GO Transit.  The ex-officio GO Transit Board Member on the Advisory Committee will set the agenda for the Advisory Committee meetings.
 
6.         Reporting
The ex-officio GO Transit Board Member on the Advisory Committee shall provide Minutes of the Advisory Committee meeting on a quarterly basis to the GO Transit Board.

7.         Staffing

  1. The Director of Customer Service for GO Transit will act as the committee liaison and resource to the Advisory Committee to ensure prompt responses for information and deal with any recommendations and concerns.
  2. A representative of Customer Services at GO Transit will be tasked to attend committee meetings, record and distribute any committee minutes, meeting notices and correspondence.

These Terms of Reference take effect on the date so approved by the Board.

Date of Approval:  September 12, 2008