DEAS 1116 : 2022 
ICS 03.200  
 
© EAC 20 22                                                                                                                          First Edition 20 22 
 
DRAFT EAST AFRICAN STANDARD  
Tourism and related services  ― Sites and attractions ―General 
requirements  
EAST AFRICAN COMMUNITY  
 
 
 
 
 
  DEAS 1116 : 2022 
© EAC 20 22 – All rights  reserved  ii 
 Copyright notice  
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© East African Community 20 22 — All rights reserved  
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Reproduction for sales purposes may be subject to royalty payments or a licensing agreement.  Violators 
may be prosecuted.  DEAS 1116 : 2022 
© EAC 20 22 – All rights  reserved  iii 
 Foreword   
Development of the East African Standards has been necessitate d by the need for harmonizing requirements 
governing quality of products and services in the East African Community. It is envisaged that through 
harmonized standardization, trade barriers that are encountered when goods and services are exchanged within 
the Community will be removed.  
The Community has established an East African Standards Committee (EASC)  mandated to develop and issue 
East African Standards (EAS).  The Committee is composed of representatives of the National Standards Bodies 
in Partner Stat es, together with the representatives from the public and private sector organizations in the 
community.  
East African Standards are developed through Technical Committees that are representative of key 
stakeholders including government, academia, consumer groups, private sector and other interested parties. 
Draft East African Standards are circulated to stakeholders through the National Standards Bodies in the Partner 
States. The comments received are discussed and incorporated before finalization of standa rds, in accordance 
with the Principles and procedures for develop ment of East African Standards.  
East African Standards are subject to review, to keep pace with technological advances. Users of the East 
African Standards are therefore expected to ensure th at they always have the latest versions of the standards 
they are implementing . 
The committee responsible for this document is Technical Committee EASC/TC 07 6, Services.  
Attention is drawn to the possibility that some of the elements of this document may be subject of patent rights. 
EAC shall not be held responsible for identifying any or all such patent rights.  DRAFT EAST AFRICAN STANDARD  DEAS 1116 :2022 
   
 
© EAC 20 20 – All rights  reserved  
  
 Tourism and related services ― Sites and attractions ―General 
requirements  
1 Scope  
1.1 This draft East African standard specifies minimum requirements for the operations of tourist site and 
attractions that are  
 
a) Manned and managed: and  
 
b) Promoted by the operator for leisure, adventure, recreational, amusement,  therapeutic or business 
purposes     
 
1.2 It addresses both the facilities and the services provided. Included are requirements for: 
 
a) booking and registration:  
 
b) reception area and restrooms:  
 
c) signage  
 
d) staff requirements and 
 
e) safety and security  
 
1.3 This draft East African standard applies to tourist site and  attractions of any size and types whether 
public or privately operated.  
 
1.4 This draft East African standard does not apply to:  
 
a) tourist  site and  attractions which are not manned or managed:  
 
b) Tourist site and  attractions which are not promoted by the operator for leisure, adventure, recreational, 
amusement or therapeutic purposes: and  
 
c) Sites which are used only for hosting temporary events  
 
NOTE:  The term “The term tourist” applies to local and foreign visit ors 
2 Normative references  
The following documents are referred to in the text in such a way that some or all of their content constitutes 
requirements of this document.  For dated references, only the edition cited applies. For undated references, the 
latest edition of the referenced document (including any amendments) applies.  
ISO 14785, Tourist information offices — Tourist information and reception services — Requirements  
 
3 Terms and definitions  
For the purposes of this document, the following terms and  definitions apply . 
ISO and IEC maintain terminological databases for use in standardization at the following addresses:  
— IEC Electropedia: available at http://www.electropedia.org/  DEAS 1116 : 2022 
© EAC 20 22 – All rights  reserved  2 
 — ISO Online browsing platform: available at http://www.iso.org/obp  
3.1  
competent authority  
ministry, State e ntity administering any legal requirement pertaining to any approval which may be required   
    
3.2  
defect  
characteristic causing the non -fulfilment of specific requirements  
 
3.3   
operator  
individual, partnership, company or authority that manages a tourist site and  attraction  
 
3.4  
reception area  
location area where visitors are received or welcomed upon entry   
 
3.5  
tourist attraction  
place of interest where persons visit, typically for its inherent or exhibited natural or cultural value, historical 
significance, natural or built beauty, and which may offer leisure, adventure, recreational amusement  or 
therapeutic acti vities  
 
NOTE:   The term “tourist sites and attractions’ is sometimes used interchangeably with “tourist attractions’  
 
3.6  
event  
planned gathering with respect to time and a place where an experience is created and/or a message is 
communicated  
 
 
3.7  
temporary events  
single event or celebration that occurs at specified time.  
 
3.8  
visitor  
person who visit a tourist site and attraction  for leisure, adventure, recreational, amusement,  therapeutic or 
business purposes  
  
3.9  
visitor centre  
facility or location where visitors are provid ed with detailed information on the facilities associated with that 
tourist site and attraction   
 
EXAMPLE Information on tourism related activities (e.g., mount climbing, Safari, Chimps and Gorilla tracking ) 
may be accessed at the visit or centre  
 
3.10  
potable water  
water that is safe to drink or use for food preparation.  
4 Legal requirements  
 
4.1 All operators of tourist site and  attractions  
 
a) Shall conduct their businesses, in full compliance with all legal requirements pertinent to their 
operations;  
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 b) shall have liability insurance to cover the property, and the tourism -related services offered, and where 
there is any restriction, modification or exclusion of the operator’s liability, this information shall be 
included in conspicuously placed notices.  Such information shall be clearly communicated to the visitor 
and the boundaries of the site demarcated to illustrate the limitations pertaining to the scope of the 
liability insurance.  
 
EXAMPLE   The site may be located twenty acres of la nd but only one acre is developed for 
visitor use and therefore the liability coverage only applies to that acre:  
 
NOTE: The amount of liability insurance coverage may vary according to the type of operations and size of 
the site:  
 
c) shall ensure that the to urist site and  attraction is approved for operation by the authority responsible 
for fire services;  
 
d) Shall ensure that the tourist site and  attraction is inspected for operation by authority having 
jurisdiction  
  
e) Shall abide with health Standard Operating Procedures  (SOPs)  of the authority having jurisdiction.  
 
4.2 In addition to meeting the initial regulatory requirements in 4.1, operators shall ensure that they comply with 
any further requirement of the relevant competent authority including:  
 
a) Any periodic inspections: and  
 
b) Any certification.  
 
5      General information  
 
5.1 The operator shall provide the information listed in 5.2 to prospective visitors prior to their arrival at the tourist  
sites and attractions :  this information shall be:  
 
a) Update d: if changes are expected to the services provided , the operator shall provide advanced notice to  
guide prospective  visitors . 
 
NOTE: Signage may be used at the entrance of the tourist site and  attraction, to inform visitors if there are 
any intended variat ions in the services provided.  
 
b) provided in a language that is spoken or understood  by the majority of visitors;  
 
c) In a print or electronic format.  
 
NOTE:   This information may be accessed remotely through any suitable means such as via website, 
printed brochure, telephone, recording etc.  
 
5.2 The following information shall be provided:  
 
a) The name of the tourist site and  attraction:  
 
b) Opening and closing dates and times and whether these are flexible or dependent on visitor flow.  
 
c) Indication of whether the site is accessible to people living  with disabilities:  
 
NOTE     Details should be provided on the physical amenities available to accommodate people living  with 
disabilities e.g. the provision of restrooms, access to pathways etc.: 
  
d) Description of the tourist  site and  attraction:  
 
NOTE: This description may include the natural features and topography of the area.  
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 e) A list of the services whether provided by the operator or another service provider, the opening and 
closing dates and times of these services, and the costs to be incurred for use of such services;  
 
f)     Entry requirements and guidelines:  
 
g) Prohibited items:  
 
NOTE:  prohibited items may include weapons, explosives and illegal drugs or any other item which 
causes or may cause annoyance or discomfort to other users of the tourist site and  attraction.  
 
h) Contact information for the tourist site and  attraction:  
 
i)      Point of access to the tourist site and  attraction and the applicable conditions:  
 
j)      Location of different f acilities on the tourist site and  attraction : 
 
k) Maximum or minimum number of visitors admitted for each activity or service on the site:  
 
NOTE: The operator should establish a system for recording relevant information on visitors’ 
profiles which should include the number of visitors:  
 
l)    Any pertinent information on how visitors should  manage their waste:  
 
m) Any special health and safety measures to be adhered to: and  
 
n) Any behaviours prohibited by the operator:  
 
5.3 Where bookings are facilitated at the touris t site and  attraction, the information in 5.2, shall be provided on 
site. 
 
6     Information on commercial activities  
 
6.1 Where an operator offers commercial activities related to the tourist  site and  attraction, the following 
information shall be provided:  
 
a) terms and conditions of the activity including the exact services and facilities that are included for the 
price quoted:  
 
b) service charges, taxes and other surcharges:  
 
c) any additional facilities offered at an additional cost: and  
 
d) rate of exchange for the sale of products and services  
 
NOTE:   some commonly offered commercial activities include the sales of items (e.g  publications, local 
products, handicrafts, souvenirs, food and drink, etc), the booking of guided tours, the rental of equipment, or 
other regularly requested services.  
 
 
6.2 The price for all services offered shall be documented:  
 
6.3 The information required in  6.1 and 6.2 shall also comply with the requirements of 5.1.  
 
7        Bookings and registration  
 
7.1 The operator shall:  
 
a) have facilities and documented procedures to handle bookings and registration:  
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 b) have documented terms and conditions for bookings, for payments if applicable, and a cancellation 
policy which shall be communicated to prospective  visitors  during the booking process:  
 
NOTE1: Prospective  visitors  should be able to make booking prior to t heir arrival at the site  and 
attraction  
  
NOTE 2 : Prospective  visitors  should be given information on currency and payment options prior 
to their arrival at the site  and attraction . 
 
c) confirm the information outlined in 5.2 and any other information which may be pertinent to the visitor 
prior to processing the booking:  
 
d) direct visitors as to where additional information is made available, if applicable: and  
 
NOTE:  Additional information may be made available via the company’s website or social media  
 
e) docu ment contact information from the person making the booking including the group leader of the 
visiting party and the number of members of the visiting party.  
 
NOTE:  it is recommended that the intended period of stay should also be documented for each visiting party.  
 
7.2 Upon arrival of the visiting party to the tourist site and  attraction, registration shall be conducted to 
confirm the information provided and the number of visitors in the group.  
 
NOTE      The operator may make available to visitors a si te map of the tourist site and  attraction  
 
7.3 Safety briefing shall be conducted upon arrival at the tourist site and  attraction.  
 
 
8    Reception area  
 
8.1 The operator shall provide a reception area for the meeting and greeting of visitors.  
 
8.2 All information about the tourist site and  attraction pertinent to the visitor, including emergence 
information shall be made available at the reception area.  
 
8.3 The reception area shall have facilities for conducting registration and other transactions.  
 
8.4 The registration area shall have telephones or other devices for internal as well as external 
communication including the relevant authorities in case of an emergency.  The operator shall establish a 
telephone calls handling procedure.  
 
8.5 If a visitor centre is provided, the centre shall:  
 
a) have documented information for visitors: and  
 
b) provide audio, visual, printed or other aids to disseminate information.  
 
 
9       Utilities and facilities  
 
9.1 The tourist site and attraction shall have the following with respect to basic utilities and facilities.  
 
a) Potable water available for staff and visitors;  
 
NOTE: it is recommended that a system for storing water is available, secured and maintained  
 
b) Adequate natural or artificial lighting to facilitate safe use of the facility:  
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 NOTE:  it is recommended that an energy efficient lighting system or solar powered lighting be used where 
possible.  
 
c) A sewerage system approved by relevant authority ; 
 
d) Garbage disposal mechanism for both staff and visitors:  
 
e) Restrooms: and  
 
NOTE:    See Clause 10 for additional information on restrooms:  
 
f) A covered area with seating for visitors;  
 
NOTE :  Seating made of natural materials is acceptable.  
 
9.2 If a food and beverage service is being provided, appropriate tables and chairs shall be provided for 
the visitors using this service:  
 
10    Restrooms  
 
10.1 The operator shall:  
 
a) Provide a minimum of one male and female toilet stall,  
 
b) Have an accessible restroom to cater for pe ople living with disabilities  
 
c) Provide a minimum of one disposal bin for male restrooms and one disposal bin for female 
restrooms:  
 
NOTE:     Washbasins may be shared amongst males and females.  
 
d) Provide sanitary bins in female toilet stalls:  
 
e) Provide locking devices for each toilets stall:  
 
f) Provide separate shower facilities fo r males and females, if applicable:  
 
g) Ensure that the restroom facilities are clean, regularly maintained and serviced during operating 
periods; and  
 
h) Ensure that the restroom facilities are open for the duration of the opening hours.  
 
NOTE: it is recommended that the operator inform visitors that all children should be accompanied 
by an adult in the toilet and shower facilities (where provided) at all times.  
 
10.2 Restrooms shall be supplied with the following:  
 
a) Water;   
 
b) toilet paper  on an appropriate holder:  
 
c) liquid hand soap and/or hand sanitizer:  
 
d) hand dryer or disposable hand towels; and  
 
e) Clothing hanger or hook;  
 
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 10.3 If the tourist site and attraction is advertised as having facilities for persons with disabilities, then at a 
minimum, at least one restrooms facility, complete with a toilet stall and washbasin, shall be provided for persons 
with disabilities.  
 
11 Paths and trails  
 
11.1 Directional signage and interpretative shall be located along the paths and trails.  
 
 
NOTE  1:    A map outlining the paths and trails should be made available.  
 
11.2 Paths and trails shall be routinely  inspected and maintained to minimize  any dangers that may be 
encountered   
 
NOTE   1:   Trails should be of a minimum width of 1.2 m (4 ft) with a minimum of 0.6 m (2 ft) on either side 
to allow for maintenance of encroaching vegetation.  
 
NOTE    2; In natural environments, paths and trails may be narrower to minimize destruction of plant life  
 
11.3 If the walkways of the path or trail have the potential to become dangerous due to weather  conditions 
or natural occurrences, then adequate and appropriate signage shall be put in place to make visitors aware or 
to prevent the use of the path or trail by visitors.  
 
EXAMPLE Potential dangers include an inconspicuous dip or hole in the walkway, a  fallen tree trunk or 
a slippery  surface due to rain.  
 
11.4 Visitors shall be advised of any potentially dangerous creatures on the tourist  site and  attraction.  
 
11.5 Where applicable Guard rails shall be provided on paths and trails  to ensure the safety of users.  
 
12 Water -based recreational activities  
 
12.1 Safety  
 
12.1.1  The operator shall ensure that a safety briefing is given to visitors before all water -based recreational 
activities are undertaken.  
 
12.1.2  The operator shall make available safety floatation devices for each visitor engaging in water -based 
recreational activities . 
 
EXAMPLE   1:  Water -based recreational activities include swimming, diving and other activities involving the 
use of motorised and non -motorised equipment, such as kayaking, jet skiing and boating  
 
EXAMPLE      2:  A safety flotation device includes a life jacket, life belt or a life ring.  
    
 
12.1.2.1.1  The safety flotation device shall be  
 
a) easily accessible at all times:  
 
b) suitable for the activity:  
 
c) maintained in good working order, and  
 
d) of the appropriate size and buoyancy rating for the user  
 
NOTE:    Buoyancy rating is an indication of how much weight a flotation device (e.g. life jacket) can safely 
keep above water.  
 
12.2 Swimming  DEAS 1116 : 2022 
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12.2.1  The operator shall inform visitors if swimming is permitted.  
 
12.2.2  Where swimming is permitted, the operator shall inform the visitors of the  applicable rules and 
regulations including the following :  
 
a) no child shall be allowed to engage in swimming activities unless accompanied by an adult:  
 
b) opening and closing dates and times of swimming  facilities:  
 
c) nude swimming is not allowed:  
 
d) water conditions, including the depth, and expected turbulence or current  
 
e) any potentially dangerous wildlife in or near the water  : and  
 
f) Availability of life guard during swimming hours  
 
12.2.3  Signage shall be used to inform visitors of:  
 
a) Water depth:  
 
b) The presence of lifeguard(s) and the on -duty periods: and  
 
c) Any other safety measure.  
 
13 Equipment  
 
13.1 The operator shall have a documented in inventory of all equipment provided based on the nature of 
the site . 
 
EXAMPLE   Equipment include, but are not limited to communication devices, first aid kits, fire extinguishers, 
flashlights, life jackets, playground equipment, kayak boats, boats, paddle boats, water sides and bikes.  
 
13.2 The operator shall ensure that the installation of all relevant equipment shall be done by trained and 
competent persons in accordance with the manufacturer’s  instructions.  
 
NOTE: if there is a system for certifying the equipment provided. the operator should obtain certification for 
such equipment.  
 
13.3 The   operator shall ensure that all pieces of equipment are in good working condition, clean, and well -
maintained in accordance with manufacture’s requirements.  
 
NOTE:    The operator should employ trained and competent persons to maintain the equipment  
 
13.4 The operator shall have a schedule for maintenance for all equipment and records of at maintenance 
conducted.  
 
13.5 The operator shall ensure that staff is furnished with the necessary equipment to conduct their tasks.  
 
 
13.6 The operator shall verify that staff members are competent in operating the equipment in use.  
 
13.7 All equipment shall be thoroughly examined by staff prior to use. If defects are found, it shall be reported 
to the operator and the appropriate action (s) taken  to remove the relevant equipment from service.  
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 13.8 The operator and staff shall ensure that all users of equipment have sufficient knowledge to operate the 
equipment safely.  Where applicable, any restriction which prevents users under a certain age from ope rating 
the equipment, shall be communicated to visitors.  
 
13.9 The operator shall provide safety equipment in an easily accessible area which shall include a first aid 
kit and a fire extinguisher.  
 
14 Signage  
 
14.1 Signage shall be provided to highlight the following:  
 
a) the name of the tourist site and  attraction placed at the main entrance to the tourist site and  attraction:  
 
b) opening and closing hours and days of operations:  
 
c) restroom facilities:  
 
d) safety rules and cautionary signs, including those related to swimming:  
 
NOTE   See 12.2.3 for signage pertaining to swimming:  
 
e) the parking areas or nearby parking facilities if available: and  
 
f) Assembling points.  
 
14.2 All signs shall be clearly visible from all angles from which they are intended to be viewed:  
 
14.3 Signage location shall be consistent with regulations from the relevant authority.  
 
15 Fires  
 
15.1 If fires, such as bonfires are permitted on the tourist site and  attraction, the operator shall:  
 
a) Have a designated area for the fire:  
 
b) Not start or permit a fire to be started of any tree or dry vegetation:  
 
c) Not start or permit a fire to be started in circumstances which may present a fire hazard:  and  
 
d) Not start or permit a fire to be started without continuous supervision until the fire is completely 
extinguished.  
 
15.2 If fires, such as cooking fires are allowed on the tourist site and  attraction, the operator shall designate 
an area for such fires and ens ure that they are contained.  
 
NOTE    Cooking fires may be contained in a fire ring or a barbecue pit.  
 
15.3 Smoking of tobacco products  
 
15.3.1  If smoking is allowed at the tourist site and  attraction, the operator shall provide receptacles for the safe 
disposal of a ll cigarette butts or any tobacco residue.  
 
EXAMPLE      A receptacle may be a sand bucket.  
 
NOTE:   It is recommended that operators designate specific outdoor areas for smoking  
 
15.3.2  If smoking is not allowed within the tourist site and  attraction, appropriate signage shall be placed 
throughout the facility.  
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 16 Noise pollution  
 
16.1 If the tourist site and attraction is located in an environmentally sensitive area, the operator shall comply 
with the noise level requirements  as stipulated in applicable laws .   
 
16.2 Visitors shall be informed of these requirements and any restrictions on the use of sound -making 
devices such as radios, televisions and other electronic devices.  
 
17 Maintenance plan  
 
17.1 The operator shall develop and implement a maintenance plan.  This plan shall include but not be limited 
to, repair  and maintenance of:  
 
a) general aesthetic appearance of the surroundings:  
 
b) entry or access point   and fences:  
 
c) paths and trails:  
 
d) steps, rails, and benches or other types of seating:  
 
e) buildings and other structures:  
 
f) drainage, plumbing and other collection systems:  
 
EXAMPLE    These include washrooms,  septic tanks, water catchments, gutters and storm 
water drainage  
 
g) electrical installations:  
 
h) roofs,  
 
i) floors including wooden floors, vinyl and ceramic tiles,  and carpets:  
 
j) interior and exterior walls: and  
 
a) interior and exterior signage  
 
NOTE     The maintenance plan should be documented.  
 
17.2 The operator shall be responsible for the provision of garbage receptacles lined with bags, and the 
collection of garbage from the tourist site and  attraction. Proper storage, collection and disposal of garbage shall 
be done at regular intervals to minimiz e accidents, fire hazards, air pollution and prevent the creation or rodent 
and pest breeding areas.  
 
NOTE      See Annex 1 for waste minimization, reuse and recycling recommendations  
 
18 Safety and security  
 
18.1 The operator shall apply  safety and security measures  for the tourist site and attraction.  
 
NOTE: These measures may incorporate  features such as  gates, fences, patrols, alarm 
surveillance, lig hting, signage , Closed Circuit T elevision (CCTV) and the posting of security guards.  
 
18.2 The operator shall have a plan which includes guidelines, for safety and security.  
 
NOTE:    guidelines are usually illustrated on cautionary signs.  
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 19 Emergency plan  
 
19.1 The operator shall develop an emergency plan which includes but is not limited to  
 
a) Emergency telephone contact numbers:  
 
b) Emergency response procedures: example the use of panic button, and   
 
c) Emergency procedures to assigned assembling point.  
 
NOTE   1   The assembling point should be positioned at least 30 m (approximately 100 ft) away  from the 
potentially  hazardous location.  
 
NOTE   2    Emergency drills for staff and including visitors where possible, should  be held at least one each 
year, results recorded and appropriate follow up actions taken  
 
19.2 The emergency plan shall address potential adverse situatio ns, accidents and emergency which 
includes but are not limited to the following:  
 
a) Lost items:  
 
b) Disruptive or undesirable behaviour from or more visitors:  
 
c) Sickness or injury:  
 
NOTE       If a sick bay is available, the location should be communication to visitors.  
 
d) Missing or lost members of the visiting party:  
 
e) Uncontrolled fire:  
 
f) Declared national emergencies:  
 
NOTE   A declared national emergency can be a ‘state of emergency:  
 
g) Adverse weather conditions or natural disasters: and  
 
h) Any other situation that can be considered hazardous or life threatening.  
 
19.3 The emergency plan shall be documented and all relevant procedures with the plan communicated to 
all staff and visitors.  
 
20 Staff requirements  
 
20.1 The staff shall;  
 
a) Be appropriately dressed and easily identified at all times while on duty .. 
 
 
b) Maintain good personal hygiene and grooming practices while on duty:  
 
c) Be competent in the area of the expertise to perform their duties  
 
d) Be able  to undertake regular refresher  courses: and  
 
 
e) Be trained in basic first aid.  
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 NOTE    if the staff is conducting water -bases recreational activities. It is recommended 
that the advanced first aid certification which includes the Cardiopulmonary 
Resuscitation (CPR) training, is also acquired.  
 
 
20.2 The operator shall develop a staff training manual which shall include the following topics:  
 
a) customer service including requirements and procedures related to:  
 
i. Telephone call (including telephone etiquette) and mail handling (including emails):  
 
ii. Greeting of visitors:  
 
iii. Behaviour and etiquette:  
 
iv. Crowd management:  
 
v. Enhancing visitor satisfaction: and  
 
vi. Handing difficult or unruly visitors.  
 
b) knowledge of the tourist site and  attraction and its products:  
 
c) history and topography of the area:  
 
d) standard operational procedures including but not limited to managing of daily activities, marketing,  
communication and administrative processes.  
 
 
e) first aid and safety measures:  
 
f) safety and security plan:  
 
g) emergency situations: and  
 
h) visitor complaint.  
 
20.3 The training manual shall be communicated to all staff  
 
20.4 The operator shall record  all training activities.  
 
NOTE:     Staff training should be provided in accordance with the training manual.  
 
20.5 The staff shall record any unplanned or unusual incidents whic h occur on the tourist  site and  attraction.  
 
21 Responsible marketing  
 
21.1 The tourist site and  attraction shall be marketed and promoted honestly and accurately by the operator 
so that realistic expectations of the product and service offerings can be formed.  
 
21.2 The operator shall provide information on the following:  
 
a) terms and conditions relating to the product and service offered at the tourist site and  attraction:  
 
b) products and services included for the price quoted including the breakdown of service changes 
taxes and other surcharges:  
 
c) cost of any additional products or services offered:  and  
 
d) the means of contact for the tourist site and  attraction.  DEAS 1116 : 2022 
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21.3 The operator shall ensure that:  
 
a) marketing material representing the products and services do not feature images which are not part 
of the product offering:  
 
b) marketing images represent responsible interaction with natural resources and community. And 
 
c) if a website exists, all information pertaining to be the tourist site and  attraction is available and 
updates  regularly.  
 
NOTE    it is recommended that environmentally friendly marketing be utilized, for example e -mails and 
websites.  
 
22 Customer service  
 
22.1 Visitor feedback  
 
22.1.1  The operator shall use at least one method for obtaining visitor feedback.  These methods may  
include but are not limited to:  
 
a) Visitor book:  
 
b) Feedback form such as comment sheet, evaluation form and questionnaire;  
 
c) Staff meetings:  
 
d) Feedback from booking agents: and  
 
e) Electronic tools.  
 
NOTE   1   it is recommended that the operator use more than one method to obtain visitor 
feedback . 
  
NOTE   2   Other ways in which visitor feedback may be collected are through verbal interaction 
with visitor’s  media coverage and correspondence or phone calls from customers.  
 
22.1.2  Visitor feedback shall be documented a nd addressed by the operator  
 
22.2 Visitor complaints management system  
 
22.2.1  The operator shall have an effective system for handling visitor complaints.  This system shall include 
a method of documenting complaints, monitoring corrective action, introducing preventive action and facilitating 
improvement in the services offered.  Visitor complaint management systems shall include:  
 
a) Taking a detailed description of the complaint and any relevant supporting data:  
 
b) Assessment of complaints:  
 
c) Recording any suggest ed solution from the affected visitor:  
 
d) duration by which a response should be given to the complainant (if necessary):  
 
e) Further investigation of the complaint (if necessary):  
 
f) Resolution of the complaints:  and 
 
g) Information to the visitor indicating the ac tion that will be taken to resolve the complaint  
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 NOTE        where immediate resolution is possible, action may be taken after b) or c) in such cases, d) to g) 
may not be necessary:  
 
22.2.2  Information on the method for lodging complaints shall be made known to  visitors and other interested 
parties . 
 
22.2.3  Where applicable, complaints shall be acknowledged in writing, by the operator or staff when received.  
 
22.2.4  All staff members who interact with visitors shall be trained in established procedures for handling visitor 
complaints:  
 
22.2.5  A thorough investigation of a complaints shall be conducted with all relevant persons.  
 
NOTE    According to the nature of the complaint, the relevant authorities should be contacted to assist with 
the investigation.  Relevant authorities incl ude the police service and the authority responsible for tourism.  
 
22.2.6  Each complaint shall be addressed in an unbiased and confidential manner.  
 
22.2.7  Personal information about the effected visitors shall only be disclosed upon investigation or require, 
by the rel evant authorities.  
 
22.2.8  Responsibility and accountability shall be clearly established, documented and communicated to staff.  
 
22.2.9  The improvement of the quality of products and services and the visitor complaints management system 
shall be a permanent objective o f the operator.  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 DEAS 1116 : 2022 
© EAC 20 22 – All rights  reserved  15 
  
Bibliography  
 
ISO 20121 Event sustainability management systems — Requirements with guidance for use . 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 DEAS 1116 : 2022 
© EAC 20 22 – All rights  reserved  16 
  
 
Annex A  
 
(informative)  
 
Environmental considerations  
 
A 1 Waste minimization, reuse and recycling  
 
The operator should:  
 
a) Select suppliers who agree to minimize the waste produced by their products:  
 
b) Make staff and visitor aware of its policies relating to resource conservation, recycling and waste 
reduction:  
 
c) Minimize the use of disposable cups, glasses, plates, napkins and utensils:  
 
d) Collect for recycling, where possible, glass bottle, cardboard, paper and plastics:  
 
e) Have collection or disposal facilities for staff:  
 
f) Ensure that biodegradable waste is composted and used for soil conditioning:  
 
g) Avoid open burning of solid wastes:  
 
h) Provide adequate waste receptacles for both visitors and staff and maintain a litter free tourist  site and  
attraction: and  
 
i) Ensure that final disposal of solid waste is located  in areas designated for such purposes.  
 
A.2   Energy conservation and management  
 
The operator should;  
 
a) Ensure that staff is trained and supervised in energy conservation:  
 
b) Have notices on display for visitors concerning energy conservation:  
 
c) Attempt to conserve energy and set targets for reducing energy in its operations: and  
 
d) Undertake a detailed assessment of energy usage, decide on the type and amount of energy required 
for all activities, and monitor and review use on a regular basis.  
 
A.3     Manage ment of water resources  
 
A.3.1   The operator should manage its water resources by providing adequate information to visitors and staff 
on water conservation.  
 
A.3.2      The operator should use alternate sources of water (other than the supply mains) in an  effort to 
ensure that potable water is conserved.  
 
NOTE    Grey water and rainwater may be used as alternatives to the main supply for use in 
landscaping and laundering respectively.  
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© EAC 20 22 – All rights  reserved  17 
 A.4    Land use, planning and management  
 
The operator should conduct environmental and social impact assessments for all major developmental and 
expansion activities. The operator should take measures to reduce any environmental impacts.  
 
A. 5 Noise  
 
The operator should train staff in the reduction of noise at the workplace.