Toronto east CRC Celebrates 30 Years of Service, Innovation, and Support
This year marks a major milestone for the Toronto East Collision Reporting Centre (CRC)—30 years of dedicated service to the community. Since opening its doors in April 1995, Toronto East became the second CRC in the City of Toronto, expanding Accident Support Services International’s (ASSI) partnership with the Toronto Police Service and reinforcing its commitment to efficient, customer-focused collision reporting.
Over the past three decades, Toronto East CRC has evolved from a paper-based reporting hub into a state-of-the-art facility that blends technology, empathy, and efficiency—all while keeping the customer experience front and center.
A Legacy of Leadership and Care
Today, the centre is led by Mason Phan, a 17- year veteran who joined ASSI in 2008. Mason has witnessed firsthand the transformation from analog to digital, and he continues to champion innovation while keeping customer needs at the heart of every interaction. From its early days of hand-written forms and Polaroid photos to today’s digital-first approach, Toronto East CRC has always prioritized supporting drivers during stressful moments.
The centre’s 30th anniversary is not just a celebration of longevity—it’s a tribute to the thousands of citizens who have walked through its doors and the dedicated team that has guided them with care.
“This milestone is a reflection of our commitment to the community,” Mason says. “We’ve grown with the city, adapted to new challenges, and always kept the customer at the heart of what we do.”
30 Years of Innovation
ASSI’s investment in technology has been a game-changer. The introduction of CROMS (Collision Reporting & Occurrence Management System), self-assisted kiosks, and the Start From Your Own Device feature has revolutionized the reporting process—making it faster, more accurate, and more accessible.
“Kiosks allow customers to complete reports in just 15–20 minutes,” Mason explains. “And the Start From Your Own Device option has reduced queue times by up to 40%.”
These tools ensure that customers can report collisions in a way that suits their comfort level—whether online, at a kiosk, or with in-person support.
Celebrating the People Behind the Process
At the core of Toronto East CRC’s success is its people—from the front-line counsellors to the behind-the-scenes tech teams. Every interaction is treated with empathy and respect, recognizing that for many, a collision is a stressful and emotional experience.
“It might be our 1,000th report, but it’s the customer’s Mason says. “That mindset has shaped our culture for 30 years.”
Partnerships That Make the Process
Beyond its core reporting services, the Toronto East CRC also offers dedicated space for member insurance companies. These participating insurers, who fund the program, have the opportunity to station adjusters onsite—allowing customers to connect directly with their insurer and begin the claims process immediately after filing a report. This integrated setup helps streamline the experience, reduce delays, and provide added convenience during a stressful time.
A key part of the centre’s success has also been its strong and collaborative relationship with the Toronto Police Service. Built on mutual respect and a shared commitment to public service, this partnership ensures a coordinated and professional approach to collision reporting—one that prioritizes safety, accuracy, and community trust.
Looking Ahead: The Next Chapter
As Toronto East CRC celebrates this milestone, ASSI is already looking to the future. With ongoing enhancements to CROMS and a continued focus on customer-first innovation, the next 30 years promise even greater strides
in service and support.
“We’re proud of our past, but even more excited about what’s ahead,” Mason reflects. “Our adaptability, our partnerships, and our commitment to customers will continue to guide us.”