TICO - Industry Info

Industry Info

Complaints Against TICO

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TICO is committed to providing quality customer service to all stakeholders (consumers and registrants), however, should you have a complaint about the service received by TICO, there is a mechanism to address such complaints. Consumers and registrants are invited to contact the Governance and Human Resources Committee of the Board of Directors.

Complaints Against TICO

A Committee of  the Board (Governance and Human Resources Committee) has as one of its mandates 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.

The Committee is made up of members of TICO's Board of Directors. The Committee’s mandate as it relates to reviewing complaints received against TICO 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.

During the 2015/2016 fiscal period, there were no complaints received against TICO for the Committee’s review.

How to Contact TICO’s Governance and Human Resources Committee

If you wish the Committee to review your complaint issue with TICO, please submit your complaint in writing to the attention of TICO’s Governance and Human Resources Committee by:

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Fax: 905-624-8631
Mail: Travel Industry Council of Ontario
2700 Matheson Blvd East
Suite 402, West Tower
Mississauga, ON L4W 4V9
Attn: TICO Governance and Human Resource Committee


Complaints Process

Written complaints received at TICO to the attention of TICO’s Committee will be acknowledged in writing. A copy of the complaint will be provided to TICO’s Committee for its review. A meeting of the Governance and Human Resource 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.