Martin Crilly, TransLink’s Regional Transportation Commissioner, plays an independent advisory and approval role in TransLink’s governance structure. (Here’s a link with a diagram describing how his role relates to the Board and others.)

Among many things, the Commissioner is responsible for approving of TransLink’s customer complaints processes, and today he made an announcement stating that he’s approving of those processes, with a few conditions attached.

As the press release describes:

Overall, the Commissioner found that TransLink’s current customer survey process enables TransLink to gather meaningful customer feedback and input, and act on it. Mr. Crilly’s approval order also notes that TransLink conducts customer satisfaction surveys more frequently than the statutory minimum of one year, and that its survey process compares favourably with other Canadian transit operators.

The Commissioner’s approval of the current customer complaints process is conditional on TransLink demonstrating over the coming year that it is identifying patterns and trends in customer complaints, reporting them to its respective Boards, and tracking progress in addressing the causes of complaints.

Check out the Commissioner’s website for the full investigation into our complaints processes. (There’s even a 17-page PDF available with immense detail on the complaints structure from all our subsidiaries, if you like detail.)