How To: Avoid All Accountability to your Customers
Incredibly, the TTC employees union has negotiated the terms under which Torontonians can file complaints about poor service, rudeness, etc. So I filed a Complaint/Suggestion about the Complaint/Suggestion system, along with some questions in regards to a few ambiguities. The archaic and labyrinthine system reads like this:
In accordance with Article I, Section 41 of the collective Agreement with the A.T.U., Local 113, the TTC requires a signed statement within 21 business days of the date of the incident. Employee names are not mandatory; employees can be identified by name, run number, badge number, vehicle number or vehicle run number, and station collectors by subway station booth location and date and time.
And my complaint:
I’m curious about the requirement, as stated on the Complaints or Suggestions page, for “a signed statement within 21 business days of the date of the incident.” Does this mean an email, that includes my full name and address, would be insufficient? Can I provide a digital signature? Is the provided form, which I understand I need to print and fax or mail directly (though you advise against faxing), the only form I can use to submit a complaint? Could I, for instance, write out a letter by hand with all the necessary information, sign it, and mail it in? My complaint is that this all seems a little archaic. My suggestion is that the TTC and the union work together to develop a more realistic complaints channel.
