Formed in 1997, the Travel Industry Council of Ontario (TICO) regulates Ontario’s 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 company, consumers have access to added protection.
At TICO, we are an organization that embraces inclusion and fairness. We are committed to fostering a culture of inclusivity, equity, and accessibility for all. As a team, we celebrate diversity in all its forms, while encouraging individual growth and innovation, because we feel it makes for an inspiring workplace where people are empowered and engaged.
This is a full-time position. TICO offers a hybrid working environment. The current expectation would be for the successful candidate to work onsite at TICO’s office in Mississauga 1 or 2 days per week and offsite from home for the remainder of the week. TICO’s typical working hours are 8:30 a.m. to 4:30 p.m., though this role is flexible.
Job Purpose
A Compliance Officer provides information, guidance and advice to stakeholders including TICO registrants and unregistered travel sellers pertaining to various compliance matters as they relate to the Ontario Travel Industry Act, 2002 and Ontario Regulation 26/05. Compliance Officers are also appointed by the Registrar as Inspectors under the Travel Industry Act, 2002 and conduct risk assessments, compliance reviews, and on-site inspections across Ontario to document and address cases where registrants or unregistered travel sellers are in breach of the Act or its regulations.
Key Competencies
The individual must be a self-motivated individual with great interpersonal skills and will also possess:
Communications – Excellent communication skills, both written and verbal. The ability to convey information clearly, effectively and in a professional manner.
Teamwork – Ability to work collaboratively in a respectful and considerate manner that supports a cohesive and positive work environment consistent with the values of the organization.
Service Excellence - Ability to identify and understand stakeholder issues and be responsive in a timely and professional manner by providing information and/or solutions to stakeholders’ issues or concerns.
Accountability: Ability to work efficiently and effectively by achieving deliverables within established time frames by adhering to procedures and by being responsible for one’s actions.
Innovation – Demonstrates a proactive approach to recommend and/or embrace new ideas, methods or solutions for progress and advancement of the organization.
Functional Expertise – Embodies the required knowledge and experience to successfully perform and achieve objectives in an efficient and professional manner.
Duties and Responsibilities
Key Compliance Responsibilities:
- Examine all information and applicable supporting documentation against the requirements of the Travel Industry Act, 2002 and the Regulation 26/05 to identify any contraventions.
- Successfully communicate and provide information in a professional and timely manner in writing, over the telephone or in person to achieve the goal of establishing an understanding of the issues of compliance including any provisions of the Act and Regulation that may be applicable.
- Complete Risk Assessments evaluating all established financial and non-financial criteria to determine the registrant's risk rating and compliance with the Travel Industry Act, 2002 and the Regulation 26/05.
- Conduct virtual and on-site risk assessment inspections of registrants based on TICO’s Risk Assessment Frequency Policy and risk score matrix.
- Prepare Inspection Findings Reports summarizing all compliance issues including contraventions of the Act and Regulation revealed during inspections and review all findings with registrants and answer any questions they may have.
- Conduct compliance visits, as required, for the purpose of identifying unregistered travel sellers and/or verifying former registrants have ceased operating at the registered place of business after termination or after voluntarily terminating or having their registration revoked.
- Conduct compliance reviews of registrant marketing including websites, social media and miscellaneous advertisements for compliance with representation, invoicing and disclosure requirements.
- Review and address referrals from the Complaints Department with registrants in a timely manner to achieve compliance and ensure future travellers are not similarly affected.
- Perform timely follow up of all non-compliance issues, including preparation of written correspondence to registrants and non-registrants to ensure that all issues identified during all risk assessments or compliance reviews are corrected.
- Maintain an effective escalation process for the timely correction of non-compliance with a priority on high-risk registrants to minimize risk to the travelling public.
- Maintain a compliance file record of each case in TICO’s database to ensure that all relevant supporting documentation including all communications are documented in a professional manner to support further administrative or legal action such as a Notice of Proposal to Revoke or an Investigation Order, if required.
- Maintain and keep current TICO’s Document Management System (DMS) with all compliance records, e.g., supporting documentation and communications.
- Bring to the attention of Management any compliance issues, incidents or developing trends of concern that require consideration for further escalated enforcement action.
- Attend at Licence Appeal Tribunal / Provincial Offences hearing(s) to give evidence in support of enforcement action, when required.
- Participate in and present educational webinars to stakeholders on regulatory requirements and compliance standards, as required.
- Collaborate with other internal departments as required.
- Assist with special projects, initiatives and other duties, as needed.
Qualifications
- Experience in conducting on-site inspections and/or audits involving financial or operational compliance; preference given to previous experience working with a regulatory body or in a government-regulated environment.
- Knowledge of financial accounting principles, internal controls and operational compliance.
- Degree or diploma in Accounting, Finance, Business Administration, Regulatory Compliance, or related field or minimum 3–5 years’ experience.
- Accreditation desirable through CPA, CIA, CFE or equivalent
- Demonstrates strong organizational skills, attention to detail and excels at multitasking to proficiently handle multiple files.
- Demonstrates investigative skills with strong analytical judgement and proficient problem-solving abilities.
- Demonstrates flexibility and the ability to work independently or work effectively as part of a team environment.
- Excellent command of the English language, both verbally and in writing.
- Excellent customer service skills, interpersonal skills and the ability to deal with stakeholders regarding difficult or challenging situations in a professional manner.
- Mediation/negotiation skills are an asset.
- Willing to travel for on-site inspections in the Province of Ontario.
- Knowledge and experience of the travel industry is an asset.
- Knowledge of the Travel Industry Act, 2002 and Ontario Regulation 26/05 is an asset.
- Strong knowledge of Microsoft Office suite of applications, CRM systems, and a practical understanding of emerging technologies and digital mindset.
- Must hold a valid class ‘G’ license in good standing
- Bilingualism (English, French or other language) is an asset.
Working Conditions
The working conditions and physical demands blend a typical office setting with the flexibility of a hybrid work-from-home arrangement and may include extended periods of sitting and/or standing. Travelling in the Province of Ontario to places of business both commercial and residential is required.
Direct Reports / Key Relationships
The position will report to the Manager, Compliance and Complaints. There are no direct reports.
Please submit your resume with a cover letter including salary expectations in confidence by August 15, 2025, to:
Travel Industry Council of Ontario
Attention: Cheryl Slocombe, Manager, Compliance and Complaints
We thank all applicants, however only those candidates selected for an interview will be contacted