Members of the Amalgamated Transit Union working for the Toronto Transit Commission start a work to rule campaign today against a public backlash. Recently, photos and videos of transit workers sleeping on the job, stopping mid-route to buy a coffee at the gas station, and other “work misdemeanours” have surfaced and become viral on the internet causing the TTC to send a “shape-up” memo to all 12,000 employees. To combat this, transit workers have started their own campaign on Facebook about abusive customers and are working to rule as of today:
TTC employees poised to work to rule after being told to shape up
Toronto Transit Commission workers, stung by rising public ire and a weekend rebuke from their boss over recent customer-service gaffes, appear poised to push back with a work-to-rule campaign starting Monday.
Talk of the job action circulated on a new Facebook page titled “Toronto Transit Operators agains public harassment,” where workers have begun posting photos of rider misdeeds in clear response to recent internet images of TTC workers sleeping on the job and stopping mid-route to get coffee. The workers’ photos include shots of transit vehicles littered with papers, trash and beer bottles and riders with their feet up on the seats.
The Facebook group has since been limited to members only, which means people have to be approved to view its content.
“Reminder to work to rule on Monday. Check out ATU site,” someone named Ruth posted on Facebook around 8 p.m. last night. The Amalgamated Transit Union’s Toronto website carried no public word of the job action, but parts of the site are accessible only to TTC workers.
A union spokesman had no comment, and a call to union president Bob Kinnear went to a voice-mail message in which the labour leader said he would be unavailable “for a number of days.”
The union action follows a blunt shape-up memo, sent Saturday from TTC chief general manager Gary Webster to all 12,000 employees.
In his missive, written after he consulted with TTC chairman and mayoral candidate Adam Giambrone, Mr. Webster told workers he is “becoming increasingly tired of defending the reputation of the TTC; tired of explaining what is acceptable and what is not; and tired of stating the obvious: that much of the behaviour being reported is, indeed, unacceptable.”
Mr. Webster wrote that “employees need to be held accountable for their poor performance” and reminded them that “this public transit agency belongs to the very people we serve.”
In nine days, frustrated transit users will find out how the TTC intends to put the brakes on what appears to be a runaway train of customer-service problems. Commission staff will report “on the start of a plan to address the customer service issues” on Feb. 17, Mr. Giambrone told The Globe and Mail last night.
“What is needed at TTC is a change in how it thinks about customer service and I believe there needs to be fundamental changes,” Mr. Giambrone wrote in an e-mail. “At a retreat in the last week, the TTC commissioners gave feedback to the TTC staff and a direction to report to the next commission meeting.”
The report will come well before the June 30 deadline Mr. Giambrone announced late last month for a new blue ribbon panel to make suggestions on service improvements, which reflects the growing urgency of the problem. The panel was set up after a photo of a subway fare collector asleep in his booth went viral on the internet.
Asked if Mr. Webster’s memo could backfire by alienating TTC workers, Mr. Giambrone answered indirectly: “The great majority of TTC workers are hard working and want to do a good job. I believe they want to see the TTC succeed as I do. As the Chair, I expect the TTC to work with its employees to improve customer service.”


Apparently, half of employers in the Vancouver area have not formulated a plan for their employees to get to or stay at work during the games: