Ajax MPP, Rob Cerjanec, is calling on Ontario Minister of Transportation, Prabmeet Singh Sarkaria, to review Metrolinx’s communication protocols following recent service disruptions, including the GO Train derailment near Union Station.
Cerjanec, who previously led the communications department of a large public school board, noted that any changes to services people rely on every day must be clearly and proactively communicated to prevent significant disruptions to their daily lives.
“Over the past several days, I have heard directly from transit riders in Durham Region who did not receive clear or consistent information. Riders were left unsure about what was happening, how severe the issue was, or when service could reasonably be expected to resume,” Cerjanec wrote in a letter to the minister.
“I am now hearing from residents about the uncertainty over when more regular service will resume and the timeliness of when they can expect it. Unfortunately, this is not an isolated incident, and I have heard similar concerns after more minor disruptions in the past,” he pointed out.
The MPP said it is also troubling that elected representatives are left without timely, accurate information. “I typically rely on the media to understand Metrolinx’s response on an issue impacting my constituents. Members of Provincial Parliament, regardless of party, should be made aware of major incidents and provided with clear information at the same time the information is being shared with the public. When communication is vague or delayed, it leaves both commuters and their representatives unable to plan, respond, or assist.”
Undermines Public Trust
Cerjanec said this pattern of understated or incomplete messaging undermines public trust, not only in Metrolinx, but in the provincial government’s ability to oversee and manage the transit system effectively. “Riders understand that incidents can occur. What they find unacceptable is being left in the dark, receiving optimistic but unrealistic updates, or learning the true scope of a disruption only after hours of delay.”
The MPP pointed out that reliable transit depends not just on infrastructure, but on transparency and accountability. Clear, honest, and timely communication must be treated as an essential part of service delivery, especially during incidents that affect thousands of people and disrupt the economic lifeblood of the region.
“I urge you to review Metrolinx’s communication protocols for major disruptions. This should include how and when information is shared with the public and with MPPs. Rebuilding trust will require more than apologies after the fact, it will require meaningful changes in how information is conveyed when things go wrong.
“I would appreciate hearing from you to understand what steps are being taken to ensure this pattern does not continue,” the MPP added.