STM launches text message reporting service to increase safety
Since November 4, the STM has strengthened its security presence at 13 key metro stations with patrol teams of four, consisting of special constables and safety ambassadors.
The Société de Transport de Montréal (STM) has introduced a new text messaging service to enhance safety in the Montreal metro system.
This initiative follows suggestions from metro users seeking an easier way to report non-urgent safety concerns. Commuters can now text +1 (888) 786-1119 to alert the STM of issues, which will then be addressed by the transit network's security team.
Éric Alan Caldwell, a member of the STM board, highlighted that the social environment within the metro has evolved significantly. “The metro reflects the complexities of public spaces, and similar social challenges can be seen here,” he explained.
Last winter proved especially challenging for both passengers and staff, prompting the STM to increase security personnel in April to manage the situation. The STM aims to prevent a recurrence of such issues this winter.
The text reports are sent to the STM’s surveillance center, where they are evaluated and directed to the appropriate response teams.
These may include safety ambassadors, special constables, the City of Montréal’s EMMIS social mediation team, the Montreal police (SPVM), or maintenance personnel.
Marie-Claude Léonard, CEO of the STM, emphasized the importance of providing customers with more tools to ensure their safety. “The STM is joining other major transit agencies, like the TTC in Toronto, in offering this service,” she noted.
Since November 4, the STM has strengthened its security presence at 13 key metro stations with patrol teams of four, consisting of special constables and safety ambassadors.
This increase includes 15 additional constables, bringing the total to 180, with 20 more currently in training for deployment in December. Additionally, 14 new safety ambassadors are also being trained to expand their ranks to 30.
To enhance visibility and accessibility, metro managers wearing bright yellow STM-branded jackets are present during peak hours to assist passengers.
Caldwell reiterated the need for reinforced security measures, stating, “The metro is not a shelter; it’s not meant for sleeping or addressing basic needs. We are seeing more people using the metro for these purposes, which poses challenges. We need to reinvest in both security and coexistence.”
Beyond the text messaging service, passengers can also report concerns through red phones at the ends of platforms or intercoms in metro cars to reach train operators directly.
