TICO Complaints and Dispute Resolution

Question 1

Which of the following parties is eligible to file a complaint with TICO against a registered travel agent?

Accepted Answer

Any consumer who purchased travel services from a registrant

Answer

Any consumer who purchased travel services from a TICO-registered travel agent may file a complaint with TICO. There is no minimum purchase value, no requirement to have first contacted the registrant, and no membership requirement.

Question 2

When TICO receives a consumer complaint against a registrant, what is TICO's first typical step?

Accepted Answer

Attempt to mediate a resolution between the consumer and the registrant

Answer

TICO typically attempts mediation as a first step, encouraging the registrant and consumer to reach a resolution. Licence revocation and legal proceedings are reserved for serious violations and only after a full investigation.

Question 3

What power does TICO have when investigating a consumer complaint against a registered travel agent?

Accepted Answer

TICO can require the registrant to produce business records related to the complaint

Answer

During an investigation, TICO has authority to require registrants to produce relevant business records and documents. TICO cannot directly award damages or suspend a licence without following the proper due-process procedures under the Travel Industry Act.

Question 4

If TICO finds that a registrant has violated the Travel Industry Act following a complaint investigation, which outcome is NOT within TICO's authority?

Accepted Answer

Sentencing the registrant to imprisonment

Answer

TICO is a regulatory body, not a criminal court. It cannot impose imprisonment. TICO's enforcement tools include warnings, conditions on registration, suspension, and revocation. Criminal sentences require prosecution through the courts.

Question 5

A consumer purchased a vacation package that was significantly different from what was advertised. The travel agent refuses to offer any refund. What is the most appropriate next step for the consumer?

Accepted Answer

File a complaint with TICO for investigation

Answer

When a registrant refuses to resolve a legitimate complaint, consumers should file a complaint with TICO. TICO is the regulator empowered to investigate such disputes and, where appropriate, compel corrective action from the registrant.

TICO - Travel Industry Council of Ontario Practice Test

TICO - Travel Industry Council of Ontario Practice Test

TICO Complaints and Dispute Resolution