Behind the scenes: understanding TICO's charges and convictions
Protecting travel consumers and maintaining the integrity of Ontario’s travel marketplace is at the heart of TICO’s mandate.
One of the ways we achieve this is by identifying, investigating and prosecuting unregistered travel sellers.
At times, it’s a matter of informing these individuals or businesses that they must be registered and educating them about what needs to be done to come into compliance. In a handful of cases each year, these unregistered operators are out to scam consumers.
Why unregistered operators are a threat to consumers
Recently, TICO investigated a travel business that was selling European religious travel packages primarily to seniors affiliated with a specific church. This company was operating without TICO registration, which meant consumers had no protection under Ontario’s consumer protection laws.
TICO received complaints from consumers who had paid for travel that never materialized and were left without refunds.
When an individual or business operates outside of the regulatory requirements, travellers are left vulnerable to financial loss and travel disruptions.
Investigation and prosecution
TICO employs a Provincial Offences Officer whose role it is to investigate allegations of unregistered travel sales, especially related to fraud.
Following a thorough investigation, TICO laid charges against both the company and the individual who held a leadership role at the organization. The charges included multiple counts of operating as a travel agent without registration and failing to take reasonable steps to prevent the corporation from committing an offense.
When TICO lays charges, these charges are heard in front of a Justice of the Peace at a Provincial Offences Court.
In this instance, the individual pleaded guilty and was fined $12,000. Even more importantly, they were ordered to make restitution payments to the affected consumers, totalling nearly $70,000. The company also pleaded guilty and received a suspended sentence.
Why this matters to the industry
This case, and others like it, underscore TICO’s role in maintaining a fair and trusted travel marketplace in Ontario.
When consumers purchase from a TICO registered business, they know they are buying from a company that follows strong consumer protection principles, and that support is available if needed. Individuals working for TICO registered companies are certified and have the knowledge and skills to provide consumers with the information they need to make an informed purchase.
A call-to-action for industry
TICO’s compliance team proactively monitors the marketplace to identify unregistered sellers. However, we also rely on information from the public and from the industry.
If you become aware of a company selling travel without registration, we encourage you to report it to TICO at tico@tico.ca.
By working together, we can protect consumers and uphold the integrity of Ontario’s travel marketplace.