Introduction to TICO’s E-Commerce Standards
The Travel Industry Council of Ontario (TICO) has established a Code of Practice for Consumer Protection in Electronic Commerce. This code sets standards for good business practices for registrants conducting commercial activities with consumers online. It includes sections based on existing consumer protection laws and regulations, as well as voluntary codes of conduct. This Code is designed for all registrants operating in an online environment, including informational websites and those with online booking capabilities. For the complete guidelines and more detailed information, visit TICO’s E-Commerce Code of Practice.
Key Aspects of the E-Commerce Code
Purpose and Scope
- The Code applies to all registrants with online presence, whether for advertising, providing information, or enabling online transactions.
- It is recommended as a best practice to comply with the Travel Industry Act, 2002, and TICO’s Code of Ethics.
- Although voluntary, many sections of the Code are based on legislative requirements.
Definitions
- Consumer: A person purchasing travel services from a registrant.
- Electronic Commerce: Commercial activities conducted online, including the sale of goods or services.
- Travel Service: Includes transportation, sleeping accommodation, and other services for travelers.
- Registrant: A travel retailer or wholesaler registered under the Ontario Travel Industry Act, 2002.
Contents of the Code
Section 1: Information Provision
- Clarity and Accuracy: Information on registrant websites must be clear, accurate, and accessible. This includes detailed descriptions of travel services offered, ensuring consumers can make well-informed decisions.
- Transparent Pricing: All pricing information must be upfront and include all costs associated with a service, avoiding any hidden fees.
- Service Descriptions and Conditions: Detailed descriptions of services and any related terms and conditions, such as cancellation policies, must be prominently displayed.
Section 2: Language
- Consistency in Communication: The language used on websites and in customer service interactions should be consistent and clear, ensuring that consumers fully understand the services offered and the terms of transactions.
- Multilingual Support: Where services are offered in multiple languages, all relevant information, including terms and customer support, should be available in those languages.
Section 3: Contract Information and Fulfillment
- Informed Consent: Ensuring that consumers clearly understand and agree to the terms before finalizing transactions is crucial. This includes clear presentation of contract terms before a purchase is made.
- Notification of Changes: If there are any changes to the terms or conditions of a service, registrants must promptly inform consumers, allowing them to reconsider their decisions.
Section 4: Online Privacy
- Privacy Policy: A comprehensive privacy policy outlining the collection, use, and disclosure of personal information must be in place and easily accessible to consumers.
- Consumer Data Handling: The policy should clearly state how consumer data is managed, ensuring privacy and compliance with relevant data protection laws.
Section 5: Security of Payment and Personal Information
- Data Security: Robust security measures must be implemented to protect consumer information, especially regarding payment details. This includes adhering to industry-standard practices for data protection and cybersecurity.
- Third-Party Compliance: If third parties are involved in processing consumer data, they must also adhere to these security standards.
Section 6: Communications with Children
- Child Protection: Extra caution is required when dealing with children, including verifying the age of consumers and obtaining parental consent where necessary.
- Responsible Marketing: Marketing communications should be appropriate for children and not exploit their vulnerability.
Section 7: Complaint Handling and Dispute Resolution
- Accessible Complaint Processes: Registrants must have a clear and fair process for handling consumer complaints, with TICO’s involvement as a fallback option for unresolved disputes.
- Transparency in Resolution: The process for complaint resolution should be transparent, providing consumers with a clear understanding of how their complaints will be addressed.
Section 8: Unsolicited E-Mail
- Compliance with Anti-Spam Laws: Registrants must adhere to Canada’s Anti-Spam Legislation, ensuring that marketing emails are only sent to consumers who have given explicit consent.
- Opt-Out Options: Consumers should have the option to easily unsubscribe from marketing communications.
Conclusion
TICO’s E-Commerce Code of Practice offers comprehensive guidelines for registrants conducting online travel service transactions. It emphasizes the importance of transparency, consumer privacy, and ethical business practices in the digital domain. For the complete guidelines and more detailed information, visit TICO’s E-Commerce Code of Practice.
