The Calgary Transit text line is here to help

Do you know five digits that can help make your ride safer?  

Created in the early 2000s, the Transit Watch program helps patrons report non-emergency safety concerns while riding the Transit system. The program offers three reporting services: the text line (74100), the phone line (403-262-1000, option 1), and the ‘Help’ button located at CTrain station platforms.

The text service is the newest addition to the program, introduced in the spring of 2019. Today, the text service is the main source of reporting incidents – approximately 50 texts are received each day.

“When someone uses the text line, they are put in contact with one of the security agents in the Transit Operations Centre. Agents need to know the ‘who, what, where, when, and how,’ so the more details included in the text, the faster an issue can be addressed,” explains Stephen Tauro, Communication and Information Lead, Calgary Transit.

The text line can also receive photos and videos from incidents. Agents are in direct contact with Transit peace officers and have access to more than 1,200 security cameras at CTrain stations. Once they know the caller’s location, agents can identify the nearest CCTV camera and view real-time information.

“The job is stressful but also very rewarding. These highly skilled security agents go through in-depth training and are offered a variety of support resources to ensure they are equipped to handle the day-to-day stresses of the job,” Tauro adds.

Once a case is opened, the caller will be notified that someone is on the way and the security agent will dispatch resources appropriately. When a rider uses the text line, security agents are not able to follow up with people due to privacy laws - this means riders don’t always get to hear how issues are resolved but can trust their report has been responded to and addressed.

 To discreetly report immediate safety or security concerns, text 74100. Standard message rates apply. For emergencies, please call 9-1-1.