TICO shares update on Auditor General recommendations; 34% of action items completed

The Travel Industry Council of Ontario (TICO) on Wednesday (Dec. 18) posted its third quarterly update on its progress in addressing recommendations from the Office of the Auditor General of Ontario (OAGO).

This latest update highlights progress that was made through November 30, 2024. 

In a press release, TICO said it has completed 34 per cent of the action items that were directed at TICO.

“Over the past year, our team has been committed to making meaningful progress in addressing the OAGO’s recommendations,” said TICO's CEO Richard Smart in a statement. “I am proud of the achievements to-date, which are already contributing to greater efficiency, business intelligence, and our ability to better serve all stakeholders.”

TICO shared its progress over the past three months. It includes:

• Developing and implementing a process for reviewing and returning registrant security deposits within the established target timeframe. According to the update, $1,737,288 in deposits held for more than two years were returned to registrants. 
• Conducting an internal review and process mapping, including external research of best practices, for a fully online registration process.
• Updating systems and processes for enhanced complaint outcome tracking.
• Using the Board competency matrix and assessments to better inform nominations to TICO’s Board, closing the gap on required skills and competencies.
• Developing a reporting tool and dashboard using relevant market data and statistics.

TICO said it will continue to provide quarterly updates on the plan’s progress.

OAGO recommendations

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 and Procurement (Ministry) and one directed at the Ministry.

READ MORE: TICO releases Public Action Plan to address audit

The OAGO found that while the travel industry has changed significantly since 1997, TICO’s structure and responsibilities “have remained largely unchanged.”

It addressed cost things like the Compensation Fund, finding that the cost to administer the Fund” may outweigh the benefits it provides to consumers.”

The report also noted “significant concerns” around compliance issues with TICO registrants, security deposits, the public’s general awareness of TICO, among other items.

“TICO remains committed to enhancing 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," Smart said in a statement earlier this year.

To view TICO's quarterly update,  click here.

To read the Auditor General of Ontario's full report, click here. To view the report at a glance, click here.  

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