Complaints Against TICO
TICO is committed to providing quality customer service to its registrants, however, should a registrant have a complaint about the service received by TICO, there is a mechanism to address such complaints. Registrants are invited to contact the Complaints Committee of the Board of Directors.
TICO Complaints Committee
The Complaints Committee’s mandate is to review and resolve, as appropriate, complaints against TICO, which are based on dissatisfaction with the quality and fairness of its services to registrants and consumers. The Committee may make recommendations with respect to TICO’s complaint handling procedures based on reviews of particular complaints.
Terms of Reference – TICO Complaints Committee
TICO’s Complaints Committee is made up of members of TICO's Board of Directors. The Committee’s mandate is as follows:
- Review and resolve, as appropriate, complaints against TICO.
- Provide fair, transparent and accountable procedures for handling registrant and consumer complaints against TICO.
- Develop standards for handling complaints.
- Make recommendations with respect to TICO's complaint handling procedures.
- Review trends of complaints to determine if recommendations can be made to address the cause of complaints.
How to Contact TICO’s Complaints Committee
If you wish the Complaints Committee to review your complaint issue with TICO, please submit your complaint in writing to the attention of TICO’s Complaints Committee by:
Travel Industry Council of Ontario
2700 Matheson Blvd East
Suite 402, West Tower
Mississauga, ON L4W 4V9
Attn: TICO Complaints Committe
Written complaints received at TICO to the attention of TICO’s Complaints Committee will be acknowledged in writing. A copy of the complaint will be provided to TICO’s Complaints Committee for its review. A meeting of the Complaints Committee will be convened to review the circumstances surrounding the complaint. After the Committee has had an opportunity to review the matter, a written response will be provided to the complainant.