On December 7th, 2021, Mississauga’s MiWay released their new Customer Charter – a public commitment on what transit customers can expect from MiWay.

The Charter was developed in response to MiWay’s ongoing effort to improve the customer experience and ensure a consistent and safe transit system for all. It was developed in consultation with MiWay customers and stakeholders through focus groups, research, one-on-one interviews, and market research. The Charter supports MiWay’s Ridership Recovery Strategy and helps advance the City’s Strategic Plan, in particular the Move pillar.

“The time has come for us to raise the bar and reach new heights when it comes to serving our customers,” said Geoff Marinoff, Director, Transit. “We remain open and transparent about our decision to set a goal, measure how we are doing and that we hold ourselves accountable. Transit customer charters have become an industry standard and ours supports MiWay’s commitment to continuous improvement. Part of our mission is to help make life in our city better. We are doing this by listening to our customers and stakeholders as we continuously work to meet the changing needs of the community. During these unprecedented times, it’s more important than ever, that our customers understand the effort and commitment we are investing to improving their overall transit experience – from reliability, safety and security to customer service and access to information, transit users can expect a lot from MiWay.”

MiWay’s Customer Charter consists of four commitments:

Safety first

·       The safety of customers, employees and all those who come in contact with our transit service is important to MiWay.

·       MiWay is focused on wanting everyone to feel safe and secure while riding the bus and sharing the road with other vehicles.

Reliable and on time

·       MiWay is focused on providing a dependable transit service by being on time, minimizing delays and acting quickly when service disruptions or delays occur.​

Excellent customer service

·       MiWay is focused on making every experience a positive one.

·       The team is committed to providing excellent customer service, treating everyone with courtesy and respect.

Keeping customers informed

·       Whether it’s communicating delays or information to help plan a destination, keeping customers informed is key.

·       MiWay is focused on accurate, up-to-date service information available online and with customer service representatives.

 As our city adapts to new realities brought on by the COVID-19 pandemic, we’re focused on building back better. Our Customer Charter not only supports our Ridership Recovery Strategy but also helps us advance the City’s Strategic Plan.

To learn more about MiWay’s Customer Charter or MiWay’s Ridership Recovery Strategy, visit miway.ca/commitment.