TICO accepts complaints from consumers against Ontario registered travel retailers and/or travel wholesalers, and its role is to facilitate the flow of information between the consumer and the travel company to assist in resolving a dispute. Pursuant to its mandate of administering and enforcing the Travel Industry Act, 2002, TICO also reviews all information received to determine if regulatory action is required. If such is the case, this will be dealt with separately from assisting with the resolution of the complaint.It is important to note that TICO does not have the authority to settle a dispute, or to impose a settlement, and it does not have the authority or mandate to act as an arbitrator in any complaint matter.TICO recommends that you put your complaint in writing to the travel company involved, explain why you are not satisfied and explain how the matter could be resolved to your satisfaction. If the company's response is not satisfactory to you, then you have the option of filing a written complaint with TICO.
The Complaints Process
Tell Us About Your Complaint:
If you are not sure of the obligations of the travel agent or wholesalers, you can call TICO and speak with one of our Consumer Service Representatives. They can provide you with information about the Travel Industry Act, 2002 that may assist you in determining what your next steps might be.
Initiating A Formal Complaint:
If you have attempted to resolve your complaint by contacting your travel retailer or travel wholesaler, and after speaking with our Consumer Services Representative you would like to submit a formal complaint TICO will send you a Complaint Form. You then need to complete the Complaint Form in full and return it to TICO with all supporting documentation.
Investigating Your Complaint:
Once we know your concerns, we can begin looking into your complaint. In most cases, TICO will contact your travel agent or the wholesaler you dealt with about your complaint and ask him or her to respond to us. We will then tell you what he or she said in reply. As well, TICO will review all information received to determine if regulatory action is needed.
Where possible, TICO will try to assist both you and the company involved in reaching a settlement that is satisfactory to both parties. Should a satisfactory outcome not be reached, you may wish to seek legal counsel and/or pursue your complaint through the legal system.
What Happens Next?
Once a complaint has been resolved or it has been determined that a mutual settlement between the parties is not possible, TICO will close its complaint file. If you are not satisfied with the way in which your complaint was handled by TICO you may proceed to TICO's Consumer Complaint Committee who will examine the manner in which your complaint was handled by TICO staff and determine if further action is necessary.
How to Contact TICO?
Remember, if you would like to talk to someone about your travel experiences or have concerns or questions contact our Complaints Department.
Phone: (905) 624-6241
Toll free: (888) 451-TICO
E-mail:
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