Mississauga, ONT. – The Office of the Auditor General of Ontario (OAGO) has released its value-for-money audit of the Travel Industry Council of Ontario (TICO). The report identifies opportunities for TICO to enhance its operations in administrating the Travel Industry Act, 2002, while also considering the significant changes that have occurred in Ontario’s travel marketplace.

“TICO values the objective third-party perspective that this review has provided and the opportunities to enhance the way we deliver on our consumer protection mandate,” said TICO’s CEO Richard Smart. “Our team is dedicated to addressing the recommendations presented in the report, a number of which are already in progress. We are committed to being transparent and accountable as we share our action plan in the months ahead.”

The OAGO’s report contains a total of 16 recommendations, with nine of those directed at TICO, six directed at both TICO and the Ministry of Public and Business Service Delivery (MPBSD) and one directed at MPBSD. TICO will enhance its policies and procedures, risk-based decision-making processes and its collection and analysis of data to improve business intelligence of the travel marketplace and the businesses it regulates.

The report also underpins the transformational changes that have occurred in the travel marketplace since TICO was created 26 years ago, including the way consumers purchase travel and the evolution of how travel businesses operate. TICO is committed to working collaboratively with MPBSD as it considers potential regulatory changes and what the future of consumer protection should look like in the years ahead.

TICO will provide its implementation plan to the Minister of Public and Business Service Delivery in early 2024. TICO will also report on its progress to address the recommendations through a Public Action Plan, which will be posted on TICO’s website.

About TICO
Formed in 1997, the Travel Industry Council of Ontario (TICO) regulates Ontario’s approximately 2,000 travel agencies, booking websites and tour operators. TICO administers the Travel Industry Act, 2002 on behalf of the Ontario government. As a consumer protection organization, TICO facilitates a consumer complaints process and administers the Ontario Travel Industry Compensation Fund. By booking travel with a TICO-registered business, consumers have access to added protection. To verify if a company is registered with TICO, and for helpful information and resources, visit www.tico.ca.


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Kristina Wilson
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