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Quality Commitment

At the STL, we place great importance on the quality of our services. It’s a commitment shared by our entire team. 

Discover the 5 key elements of our Quality Commitment Program and see how you can help with simple actions during your bus trips in Laval. 

The Quality Commitment applies to both the regular network and paratransit. Scroll down to learn how it applies to each service. 

Was one of our commitments not met? 

Let us know about your experience. You may be eligible for compensation. 

The STL Quality Commitment does not apply in cases of severe weather, major traffic congestion, or other force majeure situations. 

Any compensation provided under the Quality Commitment does not constitute an admission of liability by the STL. Accepting or using such compensation constitutes full and final settlement of the claim. 

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Regular network 

The 5 key elements of our Quality Commitment 

Learn more about the five elements that apply to the regular network. 

Punctuality 

We are committed to staying on schedule: 

  • Never more than 2 minutes early 
  • No more than 5 minutes late 

How can you help? 

  • Make sure you are at the stop 5 minutes before the scheduled time 
  • Have your fare ready to use 
  • Signal the driver with a hand gesture to indicate that you want to board 

 

On time for you. If not, let us know! 

Courtesy 

We are committed to treating you with professionalism and courtesy at all times: 

  • On board our buses and shared taxis 
  • At our terminals 
  • On the phone 

How can you help? 

  • Offer your seat to those in need 
  • Use the rear exit, especially during peak hours, to make boarding easier at the front of the bus 
  • Be polite in your interactions with the driver and other passengers 
  • Remove your backpack while on board to improve circulation 
  • Keep your personal belongings with you and avoid blocking seats 
  • Limit noise from phone use 

Courteous service for you. If not, let us know! 

Accurate and relevant information 

We are committed to providing real-time access to: 

  • Service status information 
  • Bus arrival times 

How can you help? 

  • Create an account and subscribe to network alerts to stay informed about detours and service updates 
  • Check our Service Status section for current detours and monitor network messages for any exceptional situations 
     

Clear, real-time information for you. If not, let us know! 

Safety and comfort 

We are committed to ensuring your comfort while travelling in Laval by adopting a driving style that is: 

  • Careful 
  • Preventive 
  • Safe 

How can you help? 

  • On board the bus, signal your stop request to the driver in advance 

 

Safe and comfortable for you. If not, let us know! 

Cleanliness and reliability 

We are committed to maintaining our equipment so that it is: 

  • Clean 
  • Reliable 

How can you help? 

  • Avoid leaving litter in vehicles, terminals and shelters 

 

Clean buses for you. If not, let us know! 

Paratransit 

The 5 key elements of our Quality Commitment 

Learn more about the five elements that apply to paratransit. 

Punctuality

We are committed to being on time within the scheduled time window: 

  • Never early 
  • No more than 5 minutes late 

 

How can you help? 

  • Be ready to board at the start of your time window 
  • Wait in the lobby if you are at a public place or a multi-unit residence 
  • Plan to arrive early if you need extra time to get from the building entrance to your destination 

 

On time for you. If not, let us know! 

Courtesy 

We are committed to treating you with professionalism and courtesy at all times: 

  • On board our paratransit vehicles 
  • On the phone 

 

How can you help? 

  • Have your valid fare ready to use 

 

Courteous service for you. If not, let us know! 

Accurate and relevant information 

We are committed to providing clear information about your trip: 

  • By offering accurate and reliable information when you speak with a reservation agent or a Customer Contact Centre representative 

 

How can you help? 

  • Report any issues promptly to help us improve service for other customers 

 

Clear information for you. If not, let us know! 

Safety and comfort 

We are committed to ensuring your trips are safe.  
 

How can you help? 

  • Provide the exact address when making your reservation 
  • Make sure someone is present to meet you at your destination 
  • Follow safety instructions when boarding and getting off 

Safe and comfortable for you. If not, let us know! 

Cleanliness and reliability 

We are committed to maintaining our equipment so that it is: 

  • Clean 
  • Reliable 

How can you help? 

  • Avoid leaving litter in vehicles 
  • For the comfort of others, take appropriate health precautions before boarding 

 

Clean vehicles for you. If not, let us know! 

Need help?

For questions or comments about your trips, feel free to contact our Customer Contact Centre at 450‑688‑6520.

Regular hours:

  • Monday to Friday: 7 a.m. to 7 p.m.
  • Saturday, Sunday and statutory holidays: 8 a.m. to 5 p.m.

You can also fill out our online contact form at any time. Your request will be handled during the hours listed above.

Fill out the request form
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