Complaints Officer

hybrid
55 Standish Court suite 460, Mississauga, Ontario, Canada, L5R 4B2
full-time . September 10, 2025

Description

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 Complaints Officer responds to inquiries and consumer complaints against TICO registrants and communicates and mediates with stakeholders in a professional manner with the goal of reaching an equitable resolution. The Complaints Officer is responsible for processing consumer complaints and ensuring that all supporting documentation and information is received from all parties involved to allow a thorough examination and assessment of the circumstances to determine whether there are any issues or conduct of non-compliance by a TICO registrant.

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

Respond to inquiries and communicate by telephone, in writing or in person with consumers seeking assistance in relation to miscellaneous customer service and/or complaint issues including refunds and pre-travel assistance (all non-TICO matters) by providing guidance and when applicable, third-party resources or referrals to third parties more appropriate to assist the consumer.
Distribute complaint forms to consumers who have experienced circumstances that may involve possible compliance related issues against TICO registrants.
Prepare and distribute acknowledgement letters to complainants who have submitted a complaint form to TICO, including the assigned complaint file number.
Review and examine complaint files received to determine whether sufficient information and/or supporting documentation is present to process the file.
Identify and document provisions under the Travel Industry Act, 2002 and/or the Regulation that may pertain to the circumstances.
Prepare correspondence to registrants and complainants in a professional and timely manner to address the issues raised in each complaint including any provisions of the Act and Regulation that may be applicable.
Maintain complaint files in chronological order with all relevant supporting documentation, ensuring all communications, correspondence, notes, and telephone reports are documented and maintained 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.
Refer complaint files with possible breaches of the Travel Industry Act, 2002and/or Regulation to the Compliance Department for further review.
Maintain statistical information in relation to the number and types of complaint calls received at TICO for monthly operational report.
Bring to the attention of Management any compliance issues, incidents or developing trends of concern that require consideration for further action or internal review of established policies.
Maintain and keep current TICO’s database of all complaint files with all corresponding actions, activities, decisions, and outcomes.
Maintain and keep current TICO’s Document Management System (DMS) with all complaint files with all corresponding supporting documentation and communications.
Assist the Claims Dept by providing information and supporting documentation as needed.
Assist the Investigations Dept by providing information and supporting documentation and reports as needed.
Provide testimony at LAT/POA hearing as required.
Assist with miscellaneous special projects or initiatives, as needed.
Other duties as required.

Qualifications

Minimum of 5 years experience in either a call center environment, or equivalent customer service role, addressing consumer complaints and/or similar customer service response.
Demonstrates effective organizational skills and the ability to multitask and handle a case load of files.
Excellent command of the English language, both verbal and written.
Excellent customer service skills and the ability to deal with the public and difficult/challenging situations in a professional manner.
Mediation/negotiation skills are an asset.
Demonstrate strong analytical/judgement and problem-solving abilities.
Self-starter who demonstrates attention to detail including documenting files.
Demonstrates flexibility and the ability to work independently or work effectively as part of a team environment.
Knowledge and experience of the travel industry is an asset.
Knowledge of the Travel Industry Act, 2002 and Ontario Regulation 26/05 an asset.
Proficient in Microsoft Office products, the internet and use of a computer.

Working conditions

The environment and physical demands are not uncommon to the typical office setting. Depending on the tasks at hand, an average day may include extended periods of sitting and/or standing. From time to time some light lifting may be necessary.

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 Tuesday September 23, 2025 to:

Travel Industry Council of Ontario

Attention: Ms. Cheryl Slocombe, Manager, Compliance and Complaints

Email: tico@tico.ca

We thank all applicants, however only those candidates selected for an interview will be contacted.

Know someone who would be a perfect fit? Let them know!