On June 19, 2026, Toronto City Ombudsman Kwame Addo released a 65‑page report that formally condemned the Toronto Transit Commission’s decision to discontinue refunds for unused tokens and tickets. The report argues that the TTC’s approach to ending the legacy fare products was marked by inadequate decision‑making, an absence of public consultation, and insufficient documentation of the process.
The TTC had announced a phased removal of its token and paper‑ticket system, stating that riders would no longer be eligible for refunds on any remaining value. The announcement triggered a wave of complaints from commuters who had purchased or retained these fare media, prompting the city’s ombudsman to examine the policy change.
Addo’s report details that the TTC did not provide a clear rationale for the shift, failed to engage the public in meaningful discussion, and did not retain adequate records to justify the decision. By highlighting these shortcomings, the ombudsman concluded that the agency’s handling of the refund issue fell short of the standards expected of a public service provider.
The findings come at a time when the TTC is modernising its fare collection system, moving toward electronic payment methods. While the transition aims to streamline operations, the ombudsman’s assessment underscores the importance of transparent procedures and stakeholder input when altering long‑standing fare options.
The 65‑page document does not introduce new financial figures but emphasizes procedural flaws. It calls attention to the need for the TTC to revisit its approach to refund policies and to ensure that future changes are supported by thorough documentation and public engagement.
The report has been made publicly available, providing a detailed account of the ombudsman’s evaluation and offering a basis for further discussion between the TTC, city officials, and transit users.