Customer Protective Officers
Customer Protective Officers
- Travelling on GO
- Safety and Security
- Customer Protective Officers
GO's Customer Protective Officers are responsible for ensuring your personal safety.
They also provide:
- Friendly customer assistance
- Fare inspections
- Regular prevention and deterrence patrols
- Support for local police, fire department, and ambulance services
- Parking, by-law, provincial law, and Criminal Code enforcement
- Help locating missing persons
- Protection for vulnerable passengers
- Railway safety knowledge
Our Customer Protective Officers are identifiable by their uniform. Every uniform includes a hat and shirt displaying the Transit Safety shield, along with a black vest that says "Customer Protective Officers” on the front and back.
Officers are authorized to enforce GO Transit by-laws, which govern passenger conduct, fare inspection, and use of our facilities. To ensure you have a safe ride, officers are authorized to enforce the following statutes: The Criminal Code, Controlled Drugs and Substances Act, Youth Criminal Justice Act, Trespass to Property Act, Liquor License Act, Sections 17, 28, 33 of the Mental Health Act, and Safe Streets Act.
To ensure the highest standards of professionalism and accountability, Customer Protective Officers are designated as “Special Constables” through a sponsorship program with the Ontario Provincial Police and the Ministry of Community Safety and Correctional Services. Visit the Metrolinx Transit Safety Officer recruitment webpage to learn more.
Partners in Safety
Education is key to injury prevention and keeping everyone safe around railways.
GO Customer Protective Officers continually reach out to various communities, addressing local issues promoting railway safety through special events and presentations.
Here’s the Safety Infographic that we issue to high school students in GO service areas. Feel free to download it if you’re an educator!
If you would like to host a railway safety presentation in your community or school to learn more about the dangers of trespassing on railway property, please contact Operation Lifesaver.
If you work in law enforcement, find even more rail safety tips.
Public Complaint Process: Customer Protective Services
Metrolinx is committed to transparency and accountability in the conduct of its enforcement personnel. This includes Customer Protection Officers (Special Constables), Revenue Protection Officers, and Station Safety Ambassadors.
This process complies with Ontario Regulation 411/23 under the Community Safety and Policing Act, 2019.
Authorities of Enforcement Personnel
Customer Protection Officers (Special Constables)
Appointed by the Ontario Provincial Police, these officers are sworn Peace Officers. Their authorities include:
- Enforcing the Criminal Code of Canada;
- Enforcing Ontario provincial statutes (e.g., Mental Health Act, Trespass to Property Act, Liquor License and Control Act, Provincial Offences Act);
- Enforcing Metrolinx By-laws.
These authorities apply only on, or in relation to Metrolinx-owned, occupied, or leased property and vehicles.
Revenue Protection Officers & Station Safety Ambassadors These officers are Provincial Offences Officers. Their authorities include:
- Enforcing Ontario provincial statutes (e.g., Trespass to Property Act, Provincial Offences Act);
- Enforcing Metrolinx By-laws.
Their authority is limited to Metrolinx-owned, occupied, or leased property and vehicles.
Filing a Complaint
Complaints must be submitted in writing and signed by the complainant. Submissions can be sent by:
Email: CPSInvestigations@metrolinx.com
Mail: Professional Standards Investigations 277 Front Street West, 1st Floor Toronto, ON M5V 3G6
Investigation Process
Complaints will be acknowledged in writing upon receipt.
Investigations will assess whether the conduct amounts to:
- Misconduct
- Breach of certificate of appointment conditions
- Contravention of applicable laws or regulations
Metrolinx aims to conclude investigations within 120 days. If an investigation exceeds that time, the complainant will receive 30-day status updates until completion.
Outcomes
- Substantiated: The complaint is supported by evidence. Action may include coaching, training, discipline, termination, or legal action as appropriate.
- Unsubstantiated: No misconduct or breach is found. The complainant will be notified.
- Outside Scope: Although substantiated, the conduct does not contravene legislation or appointment terms. The matter may be referred to Customer Relations.
Withdrawing a Complaint
Complaints can be withdrawn in writing via email or mail. However, Metrolinx may continue investigations if warranted by the seriousness of the allegations.
Questions?
For more information, please contact: Professional Standards Investigations CPSInvestigations@metrolinx.com