The TTC puts a lot of effort into resolving and responding to complaints, but some customers say it is not enough.

We got some grumbling notes about the complaints process when we asked readers for ideas to fill TTC Week, an indication that customers don’t think it’s as good as the TTC does.

“My biggest complaint is that my complaints don’t get addressed,” said Eleanor Batchelder. “When I write on their (online) form and check ‘reply requested,’ it comes back with ‘reply to customer not needed.’

“I’ve learned that I have to request a reply in the body of the message. When I do, they often call me on the phone. Fine, except that there is then no record of the response.”

Meyer Toole described the online complaints form as “pretty,” but added, “I think it is a pacifier.

“In the last two years I sent in three different complaints. I didn’t expect much, but an auto-response would be nice. At least I would know it was received. (But) nothing. Nada.”

Paul Shearer asked why the TTC had appointed four station service managers, “and then not provided customers with an email address that the public can use to communicate with them directly.

“If you look at the information boards in the station, they have the service manager’s photo, and they tell customers to phone the TTC general number.

“Why create another layer of bureaucracy? If customers can’t have direct access, why appoint these people?”

Judith Butler thinks the reason complaints have dropped “is that people have come to realize it is not worth their breath or ink to complain.”

Chris Upfold, the TTC’s chief customer officer, said that with so many people using the system, there will always be complaints that are hard to resolve.

Daily ridership increased from 1.5 to 1.8 million in the past three years, but complaints have remained the same, while compliments filed by riders have increased by 50 per cent, he said.

A response is provided to every customer who asks, said Upfold, noting that some people who use the complaint form on the TTC website don’t always check off “yes” where it says “response required.”

Station service managers are “landlords” of groups of stations and are responsible for about 100 employees, he said, adding that managing the facilities and overseeing workers keeps them busy.

“That’s why I have customer service (staff),” said Upfold. “I don’t want to pay people that are managing 100 people to just take complaints. Otherwise, why have customer service?

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“Our stations are getting busier but they aren’t getting any bigger. So (managing them) is becoming a more complex thing.

“I want to make sure that complaints are tracked, are managed and replied to in a reasonable amount of time.”