Frequently Asked Questions

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 launched 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.
Why is on-time performance not measured in 2023?: On-time performance is not included in this year’s Customer Charter as we are experiencing unprecedented ridership demand and still experiencing higher than pre-pandemic absenteeism rates. We will continue to monitor our on-time performance and ridership levels and add service where possible.
We thank our customers for your loyalty, patience and feedback as we continue to grow our services.