GSTC ACCREDITATION MANUAL FOR
DESTINATION CERTIFICATION BODIESVersion 2.0 (Draft)2024

Document Control
This is version 2.0 of the GSTC Accreditation Manual for Destination Certification Bodies and replaces
any and all previous versions.
Date of approval
To be Updated
Version Notes
To be Updated© The Global Sustainable Tourism Council, 2024, All Rights Reserved
The Global Sustainable Tourism Council
www.gstcouncil.org
To make comments on this document, please email the GSTC at: accreditation@gstcouncil.org

2

TABLE OF CONTENTSPART I: SCHEME OVERVIEW

4Introduction

4

The GSTC Marks – Summary and Benefits

6

Background:The Need for Sustainability in Tourism

6

A Common Agenda for Sustainable Tourism

9

GSTC Assurance Panel

10

Principles for the implementation of the GSTC Accreditation

10

Stakeholder Engagement in Continuous Review and Improvement of the GSTC Accreditation

12

PART II: ADMINISTRATION OF ACCREDITATION

12

1. Manual Structure

12

2. Normative Reference

13

3. GSTC Accreditation Management

14PART III: ACCREDITATION - REQUIREMENTS FOR CERTIFICATION BODIES

15

4. Introduction

15

5. Scope of Accreditation

16

6. Languages

19

7. Accreditation Expiration and Renewal

20

Amendment of Accreditation Requirements

20

Amendment of the GSTC Criteria

21

Amendment of the GSTC-Recognized21

Ongoing Suitability of a Certification Program

22

Suspension, Cancelation, Extension, Withdrawal or Scope Reduction

22

8. Conformity with GSTC Requirements

23

9. Personnel Competence Criteria

36

10. Auditor Qualifications, Knowledge and Skills

37

Personal Attributes

37

Knowledge and Skills

38

Education and Work Experience40

Maintenance and Improvement of Competence43

11. Reviewers and Certification Decision Makers: Qualification, Knowledge, and Skills

44

12. Eligibility for Destination Certification and Steps45

13. Ineligibility for Destination Certification

49

14. Requirements for Sustainable Destination Management Verification

49

3

15. Requirements for Destination Certification

50

Time limits for Destination Candidacy and GSTC SMS Veritied Status

50

Requirements for Certified tourism businesses, Renewable energy, and Green transport

50

Sampling Requirements

52

16. Certification Program with Multilevel Award System52

17. Branding & Market Access

53

PART IV: GLOSSARY OF ACCREDITATION TERMS

55

18. Definitions

55

19. Level of Requirement

66

Annex A - GSTC Checklist: Certification Scheme – Certification Body Framework (Normative)

66

Annex B - Outline of the content of GSTC’s Training for Auditors (Normative)

69

Table B.1. The GSTC Training for Auditors modules and evaluation

69

Table B.2. Example of training time required for each Module

69

4PART I: SCHEME OVERVIEWIntroduction
Accreditation to certify to the GSTC Criteria is designed to be applicable to all schemes certifying
tourism enterprises or destinations for their sustainability management and performance. Relevant
certification schemes and the bodies that run these schemes vary from sizable international operations
or national schemes, some with support from government agencies to small schemes covering local
areas or specific types of tourism products.
The Global Sustainable Tourism Council (GSTC) intends to build a long-term relationship with all
Certification Bodies (CBs) and certification schemes (CSs). An aim of the GSTC is to continually increase
the percentage of schemes that are accredited to certify to the GSTC Criteria.
Certification Bodies may become accredited to certify either with the GSTC Criteria or utilize a standard
they own if that standard maintains the “GSTC-Recognized” status for its compliance to the GSTC
Criteria.
GSTC Recognition

The GSTC recognizes the equivalence of a Certification Body’s standard

Programagainstthe

GSTC

Criteria(Hotel/Accommodation,Tour

Operatoror

Destination). See the GSTC-Recognized Manual. Please refer to the GSTC
Recognized-Manual for further details. “GSTC-Recognized Manual”

GSTC Accreditation

Accreditation of a Certification Body that either uses the GSTC-Recognized

ProgramStandard OR certifies directly against the GSTC Criteria.

Not all

CSs cover all aspects of sustainability: economic, social, cultural and environmental. For

example, a number are solely covering environmental matters and may grant the use of an eco-label.
These schemes would only be eligible to become accredited after they revise their standard to comply
with the GSTC Criteria and gain “GSTC-Recognized” status for their standard.

5

The diagram below provides a graphical depiction of the option for gaining accreditation to either
certify directly to the GSTC Criteria or to the GSTC-Recognized Standard which is to say a standard thatis equivalent to the GSTC Criteria. The Certification Body may request the scope of their accreditation to
include certification to both the GSTC Criteria plus one or more GSTC-Recognized Standards.

Additionally,

“CSs”

that

committosubcontracting

thecertification/audit

process

tothe

GSTC-Accredited CBs shall enter the GSTC Licensing Agreement to formally engage in the GSTC market
access activities.

The GSTC Marks – Summary and Benefits
Background: The Need for Sustainability in Tourism
Travel and tourism account for around 10% of the world’s economic activity. It is a rapidly growing
sector, with international tourist arrivals forecast to continue to grow.
The Sustainable Development Goals (SDGs) adopted by the UN General Assembly in 2015 are aimed at,inter alia ending extreme poverty, fighting inequality and justice, and tackling climate change. The
significant relevance of tourism to most of the 17 SDGs has been recognized. The UNWTO is working withgovernments, public and private partners, development banks, international and regional financial
institutions, UN agencies and international organizations to achieve the SDGs, with a special focus on
Goal 8 (economic growth), Goal 12 (sustainable consumption and production patterns) and Goal 14(marine resources) where tourism has been specifically featured.

6

The impact of travel and tourism on global and local environments and on host communities canpresent significant challenges and opportunities, and as such, bear responsibility to those impacted by
tourism.
Travel and tourism can deliver many positive benefits, including:●A growing opportunity for enterprise development and employment creation, with low barriers forentry;●

Direct and indirect support for local communities, through the provision of jobs, income, services
and infrastructure;●

Awareness of natural and cultural heritage and support for their conservation; and●Health, wellbeing and educational benefits for tourists and hosts, which should be accessible toall.

However, alongside these positive impacts, tourism also has negative consequences for development.
Negative impacts and concerns associated with travel and tourism include:●

Its contribution to climate change, being responsible for an estimated 5% of global CO2 emissions
which is growing rapidly;●Depletion of natural and precious resources, such as the use of land and water;●

Creation of pollution of all kinds;●

Social changes and dislocation of traditional societies;●

Pressure on cultural heritage sites, natural environments, and biodiversity; and●Poor labour conditions and exploitation in parts of the sector.

Sustainable tourism requires an approach to tourism development and management that recognizes
and responds to these responsibilities and opportunities.
Actions that encourage, identify, and promote a positive response from enterprises are crucial for the
future of the tourism sector and the contribution it can make to sustainable development. The tourism
sector is highly fragmented. While there are some important multinational players, many of the suppliersof tourism services are independent businesses and the majority are small and micro-enterprises. Tourism
enterprises of all sizes are responding in different ways and to different degrees to the need forsustainable tourism.

7

A Sustainable Tourism Destination consists of sustainable tourism businesses, responsible communities,
and responsible visitors. Good policies, enforcement of laws and regulations, and implementation of theplan and strategies support and enable sustainable destination development and management.

The Global Sustainable Tourism Council (GSTC)The GSTC is a multi-stakeholder initiative formed in 2007, including amongst its founding partners UNEP,UNWTO, UN Foundation, Sabre Holdings and Rainforest Alliance, amongst others. It was formed in
response to the challenges and opportunities of sustainable tourism, by merging two previous initiatives.1
In 2014, The GSTC merged with the Tour Operator Initiative (TOI) with TOI's operations and members
joining the GSTC organization.
Over 250 organizations from the public, private and non-profit sectors as well as environmental
management and sustainable development groups around the world have been contributing to thework of the GSTC and its two predecessor bodies.
The GSTC is a Membership Council governed by a Board, of whom 2/3 are elected by the general
membership and 1/3 are appointed by the Board.
The mission of the GSTC is:“To improve tourism’s potential to be a driver of positive conservation and economic
development for communities and businesses around the world and a tool for poverty
alleviation”.
The GSTC fulfils its mission by fostering increased knowledge and understanding of sustainable tourism
practices and the adoption of universal sustainable tourism principles.
It also works in many other ways to strengthen education, communication, knowledge-sharing, andbusiness engagement in the field of sustainable tourism and to achieve improved market access forsustainable tourism products.

1

The Partnership for Global Sustainable Tourism Criteria and the Sustainable Tourism Stewardship Council

8

A Common Agenda for Sustainable Tourism
The challenges of sustainable tourism articulated earlier encompass economic, social, andenvironmental impacts. This broad spectrum of concern is increasingly recognized by bodies promoting
sustainable tourism. UNEP and UNWTO identified an agenda for sustainable tourism based on twelve
functional aims 2 and showed how there are economic, social, and environmental dimensions to eachof them. The dimensions are seen as interrelated. In the private sector, in tourism as well as in othereconomic spheres, enterprises and investment projects are encouraged to consider a triple bottom line.
Many companies report on corporate social responsibility policies and actions, which address a broad
range of economic, social, and environmental impacts and initiatives beyond straight financial
reporting. Some companies use the guidelines of the Global Reporting Initiative (GRI), the world’s mostwidely used sustainability reporting framework (www.globalreporting.org).
The GSTC program is in line with this broad approach to sustainable tourism and encourages CSs tomove beyond a more mono-dimensional, often environmental focus. The principles for sustainable
tourism behind the GSTC program are that:●

Sustainability objectives should be defined, and actions coordinated by an effective management
system;●Tourism should bring the greatest possible social and economic benefits to local communities andany negative impacts on them should be minimize;●

Local cultural heritage must be respected, and opportunities should be taken to strengthen its
integrity and richness; and●Impacts on the global and local environment, through pollution and depletion of natural resources,
should be minimised and support should be given to the conservation of local landscapes andbiodiversity.

2

UNEP, UNWTO Making Tourism More Sustainable, A Guide for Policy Makers, 2005

9

These principles of sustainable tourism are seen as relevant in all parts of the world and can be reflected
in many kinds of tourism enterprises. The overall agenda remains the same. However, key concerns
about tourism impact and priorities for improving sustainability will vary from place to place. It is hopedand expected that sustainable tourism standards will be adapted to local and industry sector conditions
and that they will far exceed the minimum requirements outlined in this manual.

GSTC Criteria
The GSTC has developed three sets of Criteria and associated indicators:●

The GSTC Industry Criteria (GSTC-I): The GSTC-I is available in two versions, the GSTC Hotel Criteria
and the GSTC Tour Operator Criteria, each with their own set of performance indicators. The latest
GSTC-I is Version 3 released in 21 December 2016;●

The GSTC Destination Criteria: The latest GSTC-D is version 2 released in 6 December 2019; and●The GSTC MICE Criteria: The GSTC-MICE has three sub-sectors of venues, event organizers, andevent/exhibitions. The latest GSTC-MICE is version 1 released in 29 February 2024.

GSTC Assurance Panel
The GSTC Assurance Panel (AP) is established by the GSTC, bylaws:
The GSTC AP) performs these functions:a. Declarestandards

as“GSTC-RecognizedStandard”,

according

to

the

terms

of

the

GSTC-Recognized Manual as approved by the CEO and the Board ;b. Function as an accreditation decision-making body under GSTC where GSTC does not otherwise
have an external partner Accreditation Body in place.

Principles for the implementation of the GSTC Accreditation
The following principles apply to all aspects of the GSTC program – including work performed by
Certification Scheme Owners (CSO) and Certification Bodies (CBs):10

1Integrity

Integrity should be demonstrated in every aspect of the process, requiringhonesty, fairness and consistency throughout.

2

Credibility

The process should spread confidence in certification as a meaningful
way of identifying and stimulating good sustainability practice in the
tourism sector.

3

Impartiality

The process should not be open to any forms of influence which mightraise doubts about the objectivity of the decisions taken.

4

Accessibility

Recognition of standards and accreditation should be as accessible aspossible to all relevant certification schemes and certification should be asaccessible as possible to all tourism enterprises. There should be nodiscrimination on grounds of size and location and financial barriers should
be minimized.

5ComprehensivenessAll recognized sustainable tourism standards covering sustainable tourism
should address all aspects of sustainability, including socio-economic,
cultural, and environmental impacts.

6

Rigorousness

Accreditation and certification should be robust processes and require
high standards and levels of sustainability to be met.

7

EffectivenessThe process should be impacts-driven and shaped to help as many tourism
enterprises as possible achieve maximum change towards sustainability.
The

accreditation

programmeshouldstrengthentheimpactofcertification schemes.
8

Transparency

The standards required and processes adopted should be transparent andavailable for scrutiny by stakeholders.

119

Diversity

The process should recognize and encourage the diversity of local,
regional, and sectoral certification schemes, including their criteria andstandards, provided there is no loss of sustainability outcomes.

10

Achievability

The accreditation process must be practicable and sustainable over timeand not place burdens on certification schemes that they could not meet.

Stakeholder Engagement in Continuous Review and Improvement of the
GSTC Accreditation
Certification Bodies that are accredited or are interested in accreditation, and other stakeholders
interested in the GSTC Accreditation Program, are invited to submit comments on any aspect of the
program and this Manual and to submit any requests for clarification of requirements addressed in thisManual or email to accreditation@gstcouncil.org for further information and questions.

12PART II: ADMINISTRATION OF ACCREDITATION
1.

Manual Structure

The Manual covers both the requirements of and accreditation processes to be implemented by GSTC,
and for Certification Bodies, the certification processes they shall implement and the requirements andprocess for their accreditation.
This Manual is arranged in four parts:●

Part I introduces an overview of the GSTC, the GSTC Criteria and Accreditation;●

Part II sets out the manual structure, normative reference and requirements for GSTC in theaccreditation of Certification Bodies;●Part III set out the requirements for CBs to become accredited and the market access benefits;and●Part IV covers the glossary and annexes.

2.

Normative Reference

The following documents contain provisions that, through reference in this text, become part of the
GSTC Accreditation Manual. For documents that specify a date or version number, later amendmentsor revisions of that document do not apply as a normative requirement. Readers are encouraged toreview the most recent editions and any guidance documents available to gain further insight into how
the document has changed and to consider whether or not to implement the latest changes. For
documents without dates or version numbers, the latest published edition of the document referred toapplies.

13

ISO / IEC 17065:2012

Conformity

Assessment

Requirementsforbodiescertifying

products,

processes, and services.
ISO 19011:2018

Guidelines for quality and/or environmental management system auditing.

IAF MD 1:2018

IAF Mandatory Document for the Audit and Certification of a Management
System Operated by a Multi-Site Organization.

IAF MD 4:2022

IAF Mandatory Document for the Use of Information and Communication
Technology (ICT) for Auditing/Assessment Purposes.

IAF MD 5: 2019

Determination of Audit Time of Quality, Environmental and Occupational
Health & Safety Management System

ISEAL

Code of Good Practice Assuring Compliance with Social and Environmental
Standards.

GSTC Checklist

Certification Scheme - Certification Body Framework.

3.

GSTC Accreditation Management

3.1.

The GSTC shall administer the accreditation for certification bodies for Destination certification.
3.1.1.

The GSTC-endorsed National Accreditation Body (NAB) shall administer accreditationin the mutually agreed-upon countries, including EU countries.

3.2.

The GSTC shall administer the complaints, appeals, and disputes related to the accreditation or
the certification process.
3.2.1.

The GSTC-endorsed NAB shall administer complaints, appeals, and disputes related tothe accreditation or certification process in the mutually agreed-upon countries,
including EU countries.

143.2.1.1.

A copy of the formal notice of the outcome of any complaints and appeals
shall be sent to the GSTC, to accreditation@gstcouncil.org within 5 days ofthe complaint or appeal being officially closed.

15

PART III: ACCREDITATION - REQUIREMENTS FOR
CERTIFICATION BODIESThis section sets out requirements for CBs certifying that clients conform to the GSTC-RecognizedStandard and/or the GSTC Criteria. In addition to the GSTC specific requirements for certification ofsustainable tourism, this section uses ISO 17065:2012 as a basis with additional or specific the GSTC
requirements set out against specific clauses of ISO 17065.

4.

Introduction

4.1.

To become accredited to certify to the GSTC Criteria and/or GSTC-Recognized Standard, a CB
shall:
4.1.1.

Gain accreditation from GSTC or by the GSTC-endorsed NAB in mutually agreed-uponcountries, including EU countries.I; and4.1.2.

Enter into a license agreement as set out in Part III for the use of the GSTC name, marks
and/or logo.

4.2.

All CBs are required to meet the minimum requirements that are set out in Part III of this Manual:
4.2.1.

All CBs will be subject to an assessment of their conformity to these requirements by
the GSTC.

4.3.

4.3 The CB for initial GSTC accreditation shall have experience in the operation of its conformity
assessment system, including at least one internal audit and management review conducted
and at least one conformity assessment activity completed (including simulated conformity
assessment).

NOTE: Simulated conformity assessment means that a conformity assessment activity has been
completed following the CB’s service procedures from the start (e.g. submission of certification

16

application) to the end (e.g. issuance of certificate), based on a virtual scenario for conformity
assessment.

5.

Scope of Accreditation

5.1.

The applicant CB shall specify the scope of accreditation based on the following aspects:
5.1.1.

The GSTC accreditation service is limited to the certification granted to:
5.1.1.1.

Tourism Destination.

5.1.1.2.

GSTC-endorsed

NAB

provides

the

GSTC

Accreditation

servicefor

Destination Certification in mutually agreed countries, including EU
countries.
5.1.2.

The Reference Standard against which the certification will be granted:
5.1.2.1.

The GSTC Criteria (alternative A). In this case, all the GSTC Criteria are
requirements and, therefore, mandatory for compliance.

5.1.2.2.

The GSTC-Recognized Standard (alternative B). In this case, all therequirements in the standard that allow for its recognition by the GSTC are
requirements and, therefore, mandatory for compliance.

5.1.2.3.

A CB can be accredited for alternative A, alternative B, or both alternatives.
In the case of alternative B, a CB can be accredited for more than one
GSTC-Recognized Standard.
5.1.2.3.1.

The GSTC-Recognized status shall be granted following the
GSTC-Recognized Manual.

5.1.2.3.2.

A CB can be accredited for one or more than one
GSTC-Recognized Standard upon scope extension request to
the GSTC, according to its rules.

175.1.2.3.3.

The

GSTC

equivalent

criteria

andindicators

in

the

GSTC-Recognized Standard shall be edited in the same orderas the GSTC Criteria for efficient accreditation assessments.
a. For the GSTC Accreditation Assessment, it is required to prepare
an audit report using the GSTC-Recognized Standard in the orderof GSTC Criteria. This applies to all types of assessments, including
initial,surveillance,

re-certification,

and

scope

expansionassessments.
5.1.2.3.4.

The CB shall follow the GSTC Checklist: Certification Scheme Certification Body Framework when applying for the scope
extension to provide auditing and certification services against
the GSTC-Recognized Standard owned by a Certification
Scheme.

NOTE: The GSTC Checklist: Certification Scheme -Certification Body Framework is presented in Annex A.
5.1.3.

The geographic area to which the accreditation will apply:
5.1.3.1.

A CB can be accredited to grant certification worldwide or to a reduced
geographical scope. In this case, the geographical coverage to which theaccreditation is valid shall be clearly defined.

5.1.3.2.

The geographic area of a CB accredited to certify against the
GSTC-Recognized Standard shall be aligned with the geographic coverageof the GSTC-Recognized Standard.

5.2.

In its communication to the public and with tourism destinations, the CB shall make its
accreditation scope clear.

5.3.

Reliance on Legislation:
5.3.1.

Relianceon

Legislationisapplicable

GSTC-Recognized Standard;

18

to

a

CB

that

certifies

againstthe5.3.2.

Where a CB operates only in one country or a region that can be considered as one
legal jurisdiction, it may demonstrate that:

5.3.3.

5.3.2.1.

Accreditation Requirements are covered by legislation;

5.3.2.2.

The specific law(s) shall be identified; and5.3.2.3.

The laws are enforced.

Acceptable evidence may include:
5.3.3.1.

A requirement for a legally binding sworn statement by the organization tobe certified with respect to compliance with specific named laws andregulations; and5.3.3.2.

Text from the CBs manual or standard indicating that compliance withspecific, named laws and regulations will be verified during the assessment.

5.3.4.

When a CB operates only in one country, or a region considered as one legal
jurisdiction, the GSTC-Accredited status will only apply to the CBs area of operation.

6.

Languages

6.1.

Language for Accreditation
6.1.1.

The language used for the GSTC accreditation service is English. All information
requested by the GSTC shall be submitted in English.

6.1.2.

If a CB wishes to receive accreditation services in a language other than English, theCB shall provide interpretation and translation services, and the CB shall ensure thatthe services are fair and impartial. It is the responsibility of the CB to cover the
expenses of translation and interpretation services.

6.2.

Language for Certification

196.2.1.

A CB shall certify using languages for which there is the GSTC Criteria or the
GSTC-Recognized Standard formally translated in that language.
6.2.1.1.

6.2.2.

The audit team shall be proficient in that language.

If a destination being audited speaks mainly another (local) language, the audit team
may undertake the Audit accompanied by a capable translator (who shall not be astaff member of the destination management organization being audited).

6.2.3.

If the destination uses local language documents, these may be translated to thelanguage of the GSTC Criteria and/or the GSTC-Recognized Standard by thedestination for the auditors’ review.

6.2.4.

When the audit team does not speak the language of the destination, an audit may
be completed only with a certified translation of documents and using a capabletranslator during the audit (who shall not be a staff member of the destination
management organization being audited).

6.2.5.

Where a CB works in a language other than English, it will provide translated
documents in English as required for initial accreditation and ongoing requirements by
the GSTC.

6.2.6.

Any required reporting and correspondence with the GSTC shall be in English.

NOTE: Certified translation of documents is a translation of documents by an authorized legal translator
who states that translated documents are an accurate representation of the original text.

7.

Accreditation Expiration and Renewal

7.1.

Accreditation status will apply to a CB until the earlier of:
7.1.1.

The majority ownership of the CB changes.

7.1.2.

The CB becomes insolvent, bankrupt, or enters receivership, dissolution, or liquidation.

7.1.3.

The CB is in breach of the GSTC License Agreement.
20

7.1.4.

If 5.1.2.2. applies, the standard used by the GSTC-Accredited CB is no longer
GSTC-Recognized.

7.1.5.

Five years from the initial GSTC-Accredited status.

Amendment of Accreditation Requirements
7.2.

The GSTC shall give due notice, at least 90 days, of any changes to its requirements foraccreditation. The GSTC takes into account the views expressed by interested parties before
deciding on the precise form and effective date of the changes.

7.3.

Following a decision on and publication of the changed requirements, the GSTC shall verify thateach GSTC-Accredited CB conforms to the changed requirements within the transition time
determined by the GSTC.

Amendment of the GSTC Criteria
7.4.

The GSTC shall inform all applicants and the GSTC-Accredited CBs of any changes in therequirements of the GSTC Destination Criteria:
7.4.1.

The GSTC shall establish a transition implementation plan for GSTC-Accredited CBs.
The transition implementation plan shall include
7.4.1.1.

The dates when the revised GSTC Criteria will enter into force;

7.4.1.2.

The measures adopted to inform society, the GSTC-Accredited CBs, andcurrent applicants for accreditation;

7.4.1.3.

Prescriptions on how and when to conduct assessments for accreditationand certification purposes; and7.4.1.4.
7.4.2.

How to deal with eventual non-conformities.

The transition implementation plan shall be established in consultation with the
GSTC-Accredited CBs and other relevant interested parties.

21

Amendment of the GSTC-Recognized
7.5.

When the GSTC-Recognized Standard is amended by the standard owner, the GSTC shall be
informed following the GSTC-Recognized Manual:
7.5.1.

Once the GSTC confirms the maintenance of the recognition status of the revised
standard, the GSTC shall inform the GSTC-Accredited CBs that have in theiraccreditation scope that standard, in order to establish the process to set up atransition period;

7.5.2.

The GSTC shall establish a transition implementation plan for accredited certifications
according to the GSTC-Recognized Standard. The transition implementation plan shall
include:7.5.2.1.

The dates in which the revised version will enter into force for accredited
certification purposes;

7.5.2.2.

Prescriptions on how and when to conduct assessments for accreditationand certification purposes; and7.5.2.3.
7.5.3.

How to deal with eventual non-conformities.

The transition implementation plan shall be established in consultation with thestandard owner, the GSTC-Accredited CBs and other relevant interested parties.

7.6.

If a standard is no longer Recognized by the GSTC, the standard owner must communicate
clearly with any affected stakeholders .

Ongoing Suitability of a Certification Program
7.7.

If at any time, should the GSTC have reason to be concerned about the ongoing conformity ofan already GSTC-Accredited CB against the GSTC Accreditation Requirements, it may require
the CB to provide further information, and may, as an ultimate sanction, withdraw the
GSTC-Accredited status.

22

Suspension, Cancelation, Extension, Withdrawal or Scope Reduction
7.8.

The suspension, cancellation, extension, withdrawal or scope reduction of accreditation shall beadministered by the GSTC, according to GSTC Accreditation Procedure v.2.0.

7.9.

In the event of non-compliance with the obligations assumed by the applicant or the
GSTC-Accredited CB and depending on the severity in terms of compromising the system in termsof quality and credibility of accreditation-related activities, sanctions can be applied by the
GSTC.

7.10.

A CB can request an extension or reduction of its accreditation scope. In this case, the CB shallmake a formal request to the GSTC. The request shall indicate the reasons for the extension or
reduction requested. The request shall be processed as an accreditation application. The
assessment of the CB may be simplified and processed in conjunction with the surveillance
activities of the accreditation process:7.10.1.

The GSTC-Accredited CB shall apply for an extension of its scope to provide auditing
and certification services to any additional GSTC-Recognized Standard owned by acertification scheme.

7.11.

A CB can voluntarily request the withdrawal of its accreditation.

8.

Conformity with GSTC Requirements

8.1.

The CB shall be accredited with a defined scope as in Section 5:
8.1.1.

The GSTC and the GSTC-endorsed NAB may further limit the technical or geographicalscope of certification based on the justification provided or upon request by the CB.

8.2.

CB shall comply with the requirements in ISO 17065:
8.2.1.

CBs shall conform to the additional requirements for ISO 17065 set out in Clause 8.5.

8.2.2.

Where no text appears after a Clause of ISO 17065:2012 is referenced, CB shall takethis to mean that no additional requirements are provided.

23

8.3.

The CB shall comply with all normative references in this Manual, where applicable.

8.4.

The CB shall have entered into a licensing agreement with the GSTC prior to being granted
accreditation.

NOTE: Licensing agreement requirements are set out in Clause 17.1.
ISO 17065:2012
8.5.

Requirements for the application of ISO 17065:

ISO 17065:2012 – 4 General requirements:
8.5.1.

CBs should note that Accreditation Bodies have been instructed to follow theaccreditation auditing guidance contained within the Accreditation Audit PracticeGroup’s document ISO / IAF AAPG Key Criteria for assessing the competency of CBs
and their ability to deliver credible results.

ISO 17065:2012 – 4.1.2. Certification agreement:
8.5.2.

The GSTC Requirements to ISO 17065:2012 Clause 4.1.2:
8.5.2.1.

The CB shall through legally enforceable arrangements require that thecertified client:8.5.2.1.1.

Does not make or permit any misleading statement regarding
its certification;

8.5.2.1.2.

Does not use or permit the use of a certification document or
any part thereof in a misleading manner;

8.5.2.1.3.

Amends all advertising matter when the scope of certification
has been reduced;

8.5.2.1.4.

Does not imply that the certification applies to activities andsites that are outside the scope of certification; and24

8.5.2.1.5.

Does not use its certification in such a manner that would bring
the CB, the GSTC and/or certification system into disreputeand lose public trust.

ISO 17065:2012 4.1.3 Use of license, certificates and marks of conformity:
8.5.3.

The GSTC Requirements to ISO 17065:2012 Clause 4.1.3:
8.5.3.1.

Upon certification, the CB shall issue their client with the:8.5.3.1.1.

The GSTC Logo; and8.5.3.1.2.

The GSTC Logo Terms of Use; in accordance with the GSTC
Logo Terms of Issuance.

8.5.3.2.

The CB shall require their client to use the GSTC Logo in accordance with
the GSTC Logo terms and conditions.

ISO 17065:2012 4.2 Management of impartiality:
8.5.4.

The GSTC Requirements to ISO 17065:2012 Clause 4.2.10:
8.5.4.1.

Personnel who have provided consultancy services for a client shall not be
used for auditing or decision-making for that client for a period of aminimum of two years.

8.5.4.2.

If within a period of two years following an initial audit the CBs personnel
involved in the audit or certification decision-making become involved withthe client as staff, contractors or consultants, the CB shall review the audit
and all decisions arising from it to ensure that there was no conflict ofinterest at the time of the audit and/or certification decision.

ISO 17065:2012 4.5 Confidentiality:
8.5.5.

The GSTC Requirements to ISO 17065:2012 Clause 4.5:25

8.5.5.1.

Personnel, including any committee members, contractors, personnel ofexternal bodies or individuals acting on the CBs behalf, shall keep
confidential all information obtained or created during the performance of
the CBs activities except as required by law.

ISO 17065:2012 4.6 ISO 17065:2012 Publicly available information:
8.5.6.

Requirements to ISO 17065:2012 Clause 4.6:
8.5.6.1.

The CB shall also maintain public information about:
8.5.6.1.1.

Geographical areas in which it operates; and8.5.6.1.2.

Disputemechanisms

includingcomplaints

andappeals

procedures available in the languages the CB operates.
ISO 17065:2012 5.0 Structural requirements;
8.5.7.

The CB shall comply with the requirements of ISO 17065:2012 Clause 5.0.

ISO 17065:2012 6.0 Resource requirements;
8.5.8.

The CB shall comply with the requirements of ISO 17065:2012 Clause 6.0.

ISO 17065:2012 7.0 Process Requirements;
8.5.9.

The CB shall comply with the requirements of ISO 17065:2012 Clause 7.0.

ISO 17065:2012 7.1 General:
8.5.10.

The GSTC Requirements to ISO 17065:2012 Clause 7.1.2:
8.5.10.1.

The CB shall define the scope of the certification, specifying the boundaryof destination that has been assessed against the Reference Standard:
8.5.10.1.1.

During the five-year period, it is required that the scope
outlined

in

26

the

certification

documentation

accurately

identifies any exclusions that fall outside the scope of the GSTC
certification, if there are any.
8.5.10.2.

When the Reference Standard is the GSTC Recognized Standard, the CB
shall have legal authorization to provide auditing and certification services
to the GSTC-Recognized Standard.

8.5.10.3.

When a third party owns a certification scheme, the CB shall have legal
authorization to use the Reference Standard, marks and logos, and anyother intellectual property rights and rules of the scheme.

8.5.10.4.

All the requirements in the GSTC-Recognized Standard are mandatory andshall be assessed for conformity.

NOTE: To be awarded GSTC-Recognized Standard not all the GSTC Criteria are mandatory. However,for a CB to become awarded GSTC-Accredited status, conformity with at least one of the criteria
matching each of the GSTC Criteria shall be mandatory in order to demonstrate that all certified
destinations and activities comply with all the GSTC Criteria.
ISO 17065:2012 7.2 Application:
8.5.11.

The GSTC Requirements to ISO 17065:2012 Clause 7.2:
8.5.11.1.

The CB shall obtain all the necessary client information to allow proper
planning of audits in accordance with the relevant certification scheme.
This information shall include at a minimum:
8.5.11.1.1.

Information about the client’s sustainability management
system and performance;

8.5.11.1.2.

The Reference Standard (standards and/or other normative
documents established by the certification scheme) for which
the client is seeking certification;

27

8.5.11.1.3.

The general information of the client, including its name,geographical boundary, population, industry, visitor statistics,
description

of

its

process

andoperations

and

other

information, and any relevant legal authority and obligations;8.5.11.1.4.

General information concerning the client, relevant to thecertification for which the audit is conducted, such as theclient's activities, its human and technical resources, and its
functions and relationship to other regulatory authorities andindustries;

8.5.11.1.5.

Information concerning all outsourced processes used by theclient that will affect conformity to requirements.

NOTE: A variety of media and mechanisms can be used to collect this information at various times,
including an application form. Such information gathering can be in conjunction with or separate from,the completion of the legally binding agreement (the certification agreement) specified in Clause 4.1.2
of ISO/IEC 17065:2012.
ISO 17065:2012 7.3 Application review:
8.5.12.

The GSTC Requirements to ISO 17065:2012 Clause 7.3.1:
8.5.12.1.

The CB shall define the scope of certification with the client by identifying
the scope of the destination as per the following definition:

ISO 17065:2012 7.4 Evaluation
8.5.13.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.1:
8.5.13.1.

The CB shall ensure that an audit plan is based on documented
requirements of the CB as well as requirements described in this Manual.

8.5.13.2.

An

audit

plan

shall

be

developed

toclearly

identify the audit

activity/activities required to demonstrate that the client's sustainability

28management processes fulfil the requirements for certification to theReference Standard.
8.5.13.3.

The audit plan shall include the type of audit, such as initial audit,
surveillance audits, and a recertification audit in the third year prior to the
expiration of certification. The three-year certification cycle begins with thecertification or recertification decision.

8.5.13.4.

The certification cycle shall be 3 years, the audit program shall establish as aminimum, a surveillance audit every year and a recertification audit shallbegin over the year prior to the expiration of certification.

8.5.13.5.

The determination of the audit plan and any subsequent adjustments shallconsider the size of the destination including volume of population, thescope and complexity of its tourism stakeholders, tourism businesses,
economic contribution of tourism to the local economy, as well as thedemonstrated level of destination management system’s effectiveness andthe results of any previous audits.
Note. The relevant stakeholders to the destination's tourism development
and management include tourism businesses, communities, civil societies,
academia, and other organizations and individuals. During an audit, CBs
shall identify full range of stakeholders involved and ensure their inclusionin the process.

8.5.13.6.

The audit plan shall include the roles and responsibilities of the auditor andaudit team when appropriate.

8.5.14.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.2:
8.5.14.1.

The CB shall assign an auditor and or audit team, when appropriate, inconformity with the requirements set out in the GSTC Auditor Qualification,
Knowledge and Skills in Section 10.

29

8.5.14.2.

The CB and audit team assigned shall communicate and approve theaudit plan with the client.

8.5.15.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.3:
8.5.15.1.

At each full audit, the CB shall use an audit checklist/evaluation tool which
includes all criteria and indicators of the Reference Standard and requires
the completion, for each criterion, of the auditor’s findings (conformity,
non-conformity, or not assessed or not applicable), based on evidence
obtained from the audit process.

NOTE: The audit checklist/evaluation tool created by the CB shall be used .
8.5.15.2.

The evaluation tool shall include guidance for conducting the audit andconformity and indications for the required evidence types.

8.5.15.3.

Where applicable, the evaluation tool shall include the additional
certification and audit evaluation requirements for use of the GSTC name,and marks related to certification (Sections 14 to 16).

8.5.15.4.

Each CB before performing audits shall define the level of risk of the client
through carrying out a risk assessment. Risk assessments are applicable to alltypes of clients. The outcome of the risk assessment shall determine theduration and the focus of the audit and is additional to the elements
described in Clause 8.5.15.6.

8.5.15.5.

CBs shall develop documented procedures for determining the audit time inconformity with the three primary risk categories provided in 8.5.15.6.

8.5.15.6.

CBs shall rely on the following three primary risk categories when
conducting the risk assessment:
8.5.15.6.1.

The likelihood and consequences of environmental, social,economic, and cultural impacts. CBs shall include the following

30

conditions

for

their

analysisof

impactlikelihood

andconsequences.
a. Climate Change Performance Index (CCPI) Ratingb. Internal and national protected area: UNESCO World Heritage
List, IUCN Protected Areas Category I to IV, List of Wetlands ofInternational Importance (Ramsar List)
8.5.15.6.2.

The Rule of Law and Control of Corruption scores of thecountry.

8.5.15.6.3.
8.5.15.7.

The volume of visitors compared to the population.

CBs may consider other secondary data and define risk level based on thefollowing:
8.5.15.7.1.

Media monitoring checks of the destination (news classified as‘negative’ will be prioritized when reviewing many overall
results)

8.5.15.7.2.

Any other information gathered through online searches, social
media, or networks

8.5.15.7.3.

Any other relevant information already within the knowledgeof the CB personnel.

8.5.15.8.

CBs shall consider the client as high or low risk based on the following
conditions:8.5.15.8.1.

If any of the aspects listed in this clause apply, the client shallbe considered as high risk:a. When negative environmental, social, economic, andcultural

impacts

consequences.

31

have

significant

likelihoodandb. When the CCPI Rating is marked as ‘Low’ or ‘Very low’.
c. When it has a protected area listed as a UNESCO World
Heritage, IUCN Protected Areas Category I to IV, or
Wetlands of International Importance (Ramsar).
d. When the Rule of Law and Control of Corruption scores of
the country in which the client is located are below 60
points according to BSCI Countries’ Risk Classification, theclient shall be considered as high risk.
e. When the number of visitors in the previous fiscal year ismore than three times the local population
8.5.15.8.2.

If the client falls under the above cases but is not classified ashigh risk, the CB shall provide a rationale.

8.5.15.8.3.

If the three aspects listed in this clause apply, the client may beconsidered low risk:a. When negative environmental, social, economic, andcultural

impactshaveminimallikelihood

andconsequences.
b. When the CCPI Rating is marked as ‘Very High’.
c. When there is no national or international protected area.
d. When the Rule of Law and Control of Corruption scores of
the country in which the client operates are above 60
points according to BSCI Countries’ Risk Classification.
e. When the client population is less than or equal to 100,000
and the number of visitors for the previous fiscal year is thesame or less than the population.

32

8.5.15.9.

CBs shall develop documented procedures for determining the audit time inconformity with the audit frequency and duration.

8.5.15.10.

Audit duration:
8.5.15.10.1.

Audit duration shall be determined based on the risk analysis.

8.5.15.10.2.

When the CB determines audit duration, that determination
shall be justified as the duration covers audit activities for the
consultation with both the public and private stakeholder
groups representing the destination and site visits in addition to
the audit of the destination management body.

8.5.15.10.3.

For high-risk destinations, more audit activities and time shall beallocated to address the risk factors.

8.5.16.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.4:
8.5.16.1.

CB audit personnel shall follow the guidance on auditing provided in ISO
19011. In this case, the recommendations in that standard (ISO 19011) shallbe understood as obligations.

8.5.16.2.

The auditor may undertake interviews with stakeholders within or external tothe destination to clarify aspects of the client’s activity and performance.
The auditor shall undertake such interviews where there is significant doubt
about the sufficiency, quality, or veracity of information supplied by a client.

8.5.16.3.

The client shall be informed in writing about any stakeholder interview
undertaken but shall not be informed of any information that stakeholders
request to remain confidential.

8.5.17.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.6:
8.5.17.1.

The CB shall inform the client of all non-conformities in writing.

33

8.5.17.2.

When major non-conformities have arisen, the CB shall provide a 90-day
term to be corrected.

8.5.17.3.

When minor non-conformities, the CB shall provide a 30-day term to becorrected.

8.5.17.4.

If the CB provides different terms for correcting non-conformities, theprovision shall be justified.

ISO 17065:2012 7.5. Review:
8.5.18.

The GSTC Requirements to ISO 17065:2012 Clause 7.5:
8.5.18.1.

The results of all evaluation activities shall be documented prior to thereview.

ISO 17065:2012 7.6. Certification decision:
8.5.19.

The GSTC Requirements to ISO 17065:2012 Clause 7.6:
8.5.19.1.

The CB shall confirm, prior to making a certification decision, that:
8.5.19.1.1.

The information provided by the audit team is sufficient withrespect to the certification requirements and the scope forcertification.

8.5.19.1.2.

It has reviewed, accepted, and verified the effectiveness ofcorrection and/or corrective actions for all non-conformities
that represent:
a. Failure to fulfil one or more requirements of the ReferenceStandard; orb. A situation that raises significant doubt about the ability oftheclient’ssustainability

achieve its intended outputs.

34

management

processes

to8.5.19.1.3.

It has reviewed and accepted the client’s planned correction
and/or corrective action for any other non-conformities.

8.5.20.

The GSTC Requirements to ISO 17065:2012 Clause 7.7.1:
8.5.20.1.

CBs shall provide the client with formal certification documentation that

includes the following in addition to the items in the list of ISO 17065:2012
Clause 7.7.1:
8.5.20.1.1.

The Reference Standard, including an indication of issue status(e.g., revision date or number) used for the assessment of thecertified client;8.5.20.1.2.

The certification mark of the CB and the GSTC logo; othermarks (e.g., accreditation symbol, client’s logo) may be usedprovided they are not misleading or ambiguous; and8.5.20.1.3.

Any other information required by the Reference Standard.

ISO 17065:2012 7.8. Directory of certified products:
8.5.21.

The GSTC Requirements to ISO 17065:2012 Clause 7.8:
8.5.21.1.

CBs

shall

maintainan

up-to-datepublicly

available

database ofcertification of clients including:
8.5.21.1.1.

Full name and address of the client;8.5.21.1.2.

Scope of certification, including the Reference Standard if
applicable; and8.5.21.1.3.

Validity and duration of the certificate.

ISO 17065:2012 7.9. Surveillance:
8.5.22.

The GSTC Requirements to ISO 17065:2012 Clause 7.9:

35

8.5.22.1.

Surveillance activities shall be established in the audit program and shall
includeperiodic

on-siteauditstoassureongoing

validity of thedemonstration of fulfilment of the Reference Standard requirements.
8.5.22.2.

Surveillance audits shall be conducted once every year.

8.5.22.3.

Surveillance audits shall be conducted on-site at least once every two
years:
8.5.22.3.1.

8.5.22.4.

For high-risk situations, on-site audits shall occur annually.

Surveillance audits can be performed on-site, remotely, or in combination.
The CB shall provide a clear justification of the chosen methods for remoteand on-site audit:

8.5.22.5.

The date of the first surveillance audit following initial certification shall not
be more than 24 months from the last day of the audit.

8.5.22.6.

Surveillance audits are not necessarily full sustainability management
processes audits. Surveillance audits may focus on key processes, a portionof the client’s organization and/or sensitive issues. In the 3-year certification
cycle, all requirements shall be covered.

8.5.22.7.

Surveillance audits can use remote auditing techniques to some extent. In
this case, IAF MD 4:2022 shall be used.

8.5.22.8.

The CB may undertake random unannounced monitoring visits; and8.5.22.9.

The CB shall maintain certification based on the demonstration that theclient continues to comply with the Reference Standard.

ISO 17065:2012 Clause 8.0 Management System Requirements.
8.5.23.

The CB shall comply with the requirements of ISO 17065:2012 Clause 8.0.

36

9.

Personnel Competence Criteria

9.1.

CBs shall comply with the requirements in ISO 17065:2012 6.1 Certification Body personnel.

9.2.

The GSTC Requirements to ISO 17065:2012 Clause 6.1:
9.2.1.

All personnel involved in the audit or certification decision-making activities shall meetthe criteria set out for the relevant role undertaken.

9.2.2.

Personnel shall possess the knowledge and skills necessary to achieve the intended
results of the roles they are expected to perform. Personnel shall possess genericknowledge and skills and shall also be expected to possess the discipline andsector-specific knowledge and skills described in this section.

9.2.3.

Specific requirements for the GSTC auditors, reviewers, and decision-makers are set
out in Sections 10 and 11, respectively.

10.

Auditor Qualifications, Knowledge and Skills

10.1.

Individuals engaged to undertake audits (which may have one or more members) shall meet thefollowing criteria.

Personal Attributes
10.2.

Auditors shall possess personal attributes to enable them to act following the principles ofauditing stated in ISO 19011. Auditors shall exhibit professional behavior during audit activities,
including being:
10.2.1.

EthicalFair, truthful, sincere, honest, and discreet;

10.2.2.

Open-Minded

Willing to consider alternative ideas or points of view

10.2.3.

Diplomatic

Tactful in dealing with people;

10.2.4.

Observant

Actively aware of physical surroundings and activitie

3710.2.5.

Perceptive

Aware of and able to understand situations;10.2.6.

Versatile

Adjusts readily to different situations;10.2.7.

Tenacious

Persistent and focused on achieving objectives;

10.2.8.

Decisive

Reach timely conclusions based on logical reaso
analysis;10.2.9.

Self-reliant

Acts

and

functions

independently

while

in

effectively with others;
10.2.10.

Firm

Able to act with fortitude; acts responsibly and ethic
though these actions may not always be popular
sometimes result in disagreement or confrontation;

10.2.11.

Open to Improvemen Willing to learn from situations;10.2.12.

Culturally Sensitive

Observes and respectful to the culture of the audite

10.2.13.

Collaborative

Interacts effectively with others, including membe
audit team and auditee’s staff.

Knowledge and Skills
10.3.

Generic knowledge for auditing:10.3.1.

Knowledge of audit principles, practices, and techniques. Auditors shall haveknowledge of generic audit principles, practices, and techniques, as specified in thismanual sufficient to conduct certification audits and to evaluate internal audit
processes

10.3.2.

Knowledge of the CB’s process. Auditors shall have knowledge of a CB’s process
sufficient to perform audits in accordance with the CB’s certification process.

38

10.3.3.

Communication skills appropriate to all levels within the client organization. Auditors
shall be capable of communicating effectively with persons at any level of anorganization using appropriate terminology and expressions.

10.3.4.

Note-taking and report-writing skills. Auditors shall be capable of reading and writing
with sufficient speed, accuracy, and comprehension to record, take notes, andeffectively communicate audit findings and conclusions.

10.3.5.

Presentation skills. Auditors shall be capable of clearly presenting audit findings andconclusions.

10.3.6.

Interviewing skills. Auditors shall be capable of interviewing to obtain relevant
information by asking open-ended, well-formulated questions and listening tounderstand and evaluate the answers.

10.3.7.

Audit-management skills. Auditors shall be capable of conducting and managing anaudit to achieve the audit objectives within the agreed timeframe.

10.4.

Specific knowledge of sustainability:
10.4.1.

Auditors shall have knowledge of the terminology, practices, and processes common
to sustainability sufficient to understand the context of the client’s operations,
including:
10.4.1.1.

Sustainability terminology;

10.4.1.2.

Aspect and impacts of sustainability;

10.4.1.3.

Ability to interpret laws and regulations;10.4.1.4.

Techniques for identification and evaluation of sustainability aspects andimpacts and their sustainability significance;

10.4.1.5.

Needs, expectations, and concerns of the local community, workforce, andother relevant stakeholders, including heritage, cultural customs, andreligious sensitivities; and39

10.4.1.6.

Social, environmental, economic, and political context in destination
development and management.

Education and Work Experience
10.5.

Auditor competence can be acquired using a combination of the following:
10.5.1.

Education or training that covers generic auditor knowledge and skills under thesupervision of an experienced auditor; and10.5.2.

Experience involving the exercise of judgment, decision-making, problem-solving, andcommunication with managers, professionals, peers, customers, and other interested
parties.

10.6.

Education:
10.6.1.

Auditors shall have formal education sufficient to acquire the knowledge and skills
described in Clause 10.3. A secondary education certificate is the minimum level
required for auditors engaged to undertake audits for destinations.

10.7.

Work and Audit experience:
10.7.1.

Lead auditor qualification in ISO9001, ISO14001, SA8000, or other internationallyrecognized certification programs focusing on sustainability.

10.7.2.

At least 3 years experience in the hospitality, tourism industry, environmental
management, or social sector.

10.7.3.

Audit experience: at least 20 audits in the hospitality, tourism industry, environmental
management, or social sector. Audits should be completed within the previous 3
consecutive years.

10.7.4.

GSTC Audit experience: at least 10 audits against GSTC Industry Criteria or a
GSTC-Recognized Standard within the previous 3 consecutive years.

4010.7.5.

An auditor shall undergo a supervised training period that involves at least 5 audits as
a trainee auditor to gain practical experience in audit against GSTC Destination
Criteria.
10.7.5.1.

If there is no traineeship opportunity, the auditor shall conduct 10 mock
audits and the mock audit reports shall be evaluated by the CB.

10.7.5.2.
10.8.

Evidence for no traineeship opportunity shall be documented.

Training on Auditing:10.8.1.

Training on auditing by training organizations relevant to non-tourism standards. The
auditor shall have successfully completed training on audit techniques and practices.
The GSTC accepts one of the formal training such as ISO 9001 quality management
system standards, ISO 14001 environmental management systems, or other ISO
standards or other relevant standards, provided by internationally and nationallyrecognized training organizations to fulfil this requirement; or

10.8.2.

Training on auditing by organizations relevant to tourism standards. The auditor shallhave successfully completed training with a minimum of the following areas via online
or offline:
10.8.2.1.

Quality and Environmental Management System relevant to ISO 9001 and
14001;

10.8.2.2.

Audit techniques and practices based on ISO 19011;

10.8.2.3.

Stakeholder

consultation:abilitytoconsult with tourism businesses,

regulatory agencies, industry groups, local community members, and any
indigenous stakeholders; and10.8.2.4.

Management of environmental, economic, and socio-cultural issues
applied to the tourism sector.

41

10.9.

The GSTC Training for Auditors. The auditor shall successfully complete the GSTC’s Training for
Auditors requirements.

NOTE: This shall be “GSTC Auditor Training” distinct from other GSTC sustainable tourism training
programs for other tourism stakeholders:
10.9.1.

Auditors shall attend Modules A, B, C, and D. Completion of these are sufficient forauditing the Destination.

10.9.2.

Auditors satisfying the following requirements shall only attend Module A via online oroffline as a mandatory training course:
10.9.2.1.

Tourism work experience
10.9.2.1.1.

Having at least 3 years of work experience in tourism
certification; or

10.9.2.1.2.

10

years

of

work

experiencein

tourism

destination

management as a staff member, consultant, or professional in
tourism-relatedorganizations

such

as

publicauthorities,

academic tourism departments, community groups, and soon.
10.9.2.2.

Tourism audit experience
10.9.2.2.1.

Completed at least 5 audits of Destination against GSTC
Criteria or a GSTC-Recognized Standard completed within theprevious 3 consecutive years; or

10.9.2.2.2.

Completed at least 30 audits against GSTC Industry Criteria oraGSTC-RecognizedStandard

withintheprevious

3

consecutive years and completed 10 destination mock audits
and evaluated by a GSTC Accredited CB.

42

NOTE: The outline of the content of GSTC’s Training for Auditors course is presented in Annex B. The
evaluation of the 10 destination mock audits will be reviewed by the GSTC during the accreditationassessment.
10.9.3.

Evaluation of the GSTC Training for Auditors. Auditors shall successfully pass theapproved GSTC’s Training for Auditors evaluation, which is divided into online and field
evaluations:10.9.3.1.

Online evaluation. The passing mark for the written exam on the contents
and application of the GSTC Criteria shall be 85%+. The exam may be
re-taken once, with the same requirement of 85%+ passing mark. If failed a
2nd time, the entire training course shall be repeated prior to additional
testing.

10.9.3.2.

Field evaluation. Passing marks for the field performance test on the ability
to apply the GSTC Criteria and Indicators to the field and the audit skills is
above 75% achievement. In the case of failure to pass the field
performance test, the auditor shall satisfy the GSTC requirements for thecompletion of training.

NOTE: The GSTC will share the requirements for the auditors who failed the field evaluation in a separate
document.
10.9.3.3.

The auditors satisfying 10.9.2 shall take the online exam but shall be
exempted from the field evaluation. The passing mark for the online
evaluation shall be 85%+.
10.9.3.3.1.

Auditors are allowed to retake the exam one time, with thesame requirement of 85%+ passing mark. If failed a 2nd time,
the training course shall be repeated prior to additional testing.

10.9.4.

GSTC Training Sanctions:43

10.9.4.1.

The GSTC may sanction those who cheat during the test. For auditors, GSTC
may issue a 2-year sanction prohibiting them from participating in GSTC
Auditor Training.

10.9.4.2.

If the auditor is again caught cheating on the second chance, he or she
shall be prohibited from attending GSTC Auditor Training.

10.10.

The CB shall determine whether or not personnel are competent to undertake audits, review
audit reports, and make certification decisions in each country covered by its accreditation
scope, considering that there may be significantly different regulatory, cultural, and language
issues.

10.11.

Auditors whose accreditation scope includes the certification with a GSTC-Recognized Standard
shall be trained on that full standard. This is not included in the GSTC Auditor Training and shall be
provided by the Standard Owner or the CB.

Maintenance and Improvement of Competence
10.12.

The GSTC-qualified auditors shall continually improve their competence. Auditors shall maintaintheir auditing competence through regular participation in sustainability audits and continual
professional development. Continual professional development involves the maintenance andimprovement of competence. This may be achieved through means such as additional work
experience, training, private study, coaching, attendance at meetings, seminars andconferences, or other relevant activities.

10.13.

Auditors shall demonstrate their continuing professional development.

10.14.

Auditors shall attend follow-up training organized by the GSTC whenever changes are made to
the GSTC Criteria.

10.15.

Up-to-date records of auditor competency shall be maintained. The record of auditors newly
qualified for the GSTC destination auditing shall be submitted to the GSTC for reviewing andmanaging the GSTC’s list of qualified auditors.

10.16.

Verification mechanisms:
44

10.16.1.

Periodical Evaluation. The CB shall evaluate auditors' competence at least every three
years through a combination of an observed on-site audit, shadow audits, andfeedback from different sources, such as a review of audit reports or client feedback.
The evaluation of auditors shall be recorded.

10.16.2.

Revised GSTC Criteria Examination. Approved Auditors shall pass an examination
within six months of the issue of revised GSTC Criteria or certification requirements tosustain competence. The GSTC shall manage and communicate the type of
examination (e.g., online, field performance, or both).

11.

Reviewers

andCertification

Decision

Makers:

Qualification,

Knowledge, and Skills
11.1.

The personnel appointed by the CB as reviewers and certification decision-makers shallcollectively possess the following knowledge and skills:
11.1.1.

Auditing principles, practices, and techniques: knowledge of generic management
systems audit principles, practices, and techniques, sufficient to understand acertification audit report;

11.1.2.

The GSTC Criteria and Indicators and the GSTC-Recognized Standard used as
Reference Standards: knowledge of the Reference Standards being specified for
certification sufficient to make a decision based on a certification audit report,
including the understanding of local, social, cultural, and business context;

11.1.3.

CB processes: knowledge of the CBs processes sufficient to determine if expectationsof the CB have been fulfilled based on the information submitted for review;

11.1.4.

Tourism sector: knowledge of the terminology, practices, and processes common to aclient’s work sufficient to understand an audit report in the context of the ReferenceStandard;45

11.1.5.

Terms, definitions, and processes in sustainable tourism: knowledge of the terms,
definitions, and processes related to sustainable tourism sufficient to understand acertification audit report;

11.1.6.

Language understanding to allow them to use the relevant language version of the
GSTC Criteria and, if applicable, the GSTC-Recognized Standard:
11.1.6.1.

Should comfortably read and speak the language used by most personnel
in the tourism destination and in which the reports are written; and11.1.6.2.

This section only applies to audits and certifications not undertaken in
English. For information on languages for accreditation and certification,see Section 6 of this Manual.

12.

Eligibility for Destination Certification and Steps

12.1.

GSTC Destination Certification shall be made through the following steps.
12.1.1.

The options for the destinations take a step-by-step approach.
12.1.1.1.

Option 1 with three steps.
12.1.1.1.1.

Step 1. Approved Destination Certification Candidacy status
by the CB.

12.1.1.1.2.

Step

2.

Verifiedasadestination

with

a

Sustainable

Management System (SMS) by the CB (hereafter, GSTC SMS
Verified Destination).
12.1.1.1.3.

Step 3. Certified as a sustainable destination (hereafter, GSTC
Certified Destination).

12.1.1.2.

Option 2 with two steps.

46

12.1.1.2.1.

Step 1. Approved Destination Certification Candidacy status
by the CB.

12.1.1.2.2.
12.1.2.

Step 2. Certified as a sustainable destination.

Option 3 for destinations ready for certification.
12.1.2.1.

CBs may proceed with certification if destinations are ready for audit
without any intermediate steps described in Clause 12.1.1.

12.1.3.

A Destination shall not hold a GSTC Destination Certification Candidacy status formore than two years. The destination shall obtain either a GSTC SMS Verified
Destination or a GSTC Certified Destination status.

12.1.4.

If a destination selects Option 1, the CB shall initiate Step 3 within three years of issuing
the GSTC SMS Verified Destination Certificate.

12.2.

Eligibility. For Options 1 and 2, the CB shall accept a destination’s application for the GSTC
Certification when the following conditions are met. For Option 3, the CB shall proceed with the
GSTC Certification process when the destination meets the requirements in Clause 12.2.2.
12.2.1.

Completion of a Destination Certification Candidacy Workshop.
12.2.1.1.

To be eligible as a Candidate for Destination Certification, a representativefrom the applicant organization shall complete the online Candidacy
Workshop, which the GSTC provides.

This is an online asynchronous

workshop, which the proposed Candidate can take at any time prior toapplying for Candidacy.
12.2.2.

Submission of the documents demonstrating a sustainable tourism management
system is in place by a Destination Management Organization(DMO). The documents
include the following:
12.2.2.1.

Introduction of Destination Management Organizationa.

The name of the organization applying for candidacy

47

b. Demonstrate the organization has been in place for a minimum of
5 consecutive years.
c. Link to the organization’s website.
d. Name and geographic description of the destination.
e. Inventory of destination tourism businesses, including
hotels/accommodations, tour operators, and tourism attractions.
f.

The organization’s chart or structure, which identifies all paid andcontracted employees with the lead person responsible forcertification, is clearly identified.

g. The organization’s most recent strategic plan, including mission
statement, goals, objectives, etc.
h. The organization’s financial plan shows current and future funding
sources for operating the destination organization.
12.2.2.2.

Governance and regulatory responsibilities. Information on governing
bodies or organizations who are responsible for the following areas:a. Policy Making Body, with respect to the destinations ordinances,permitting systems, and development
b. Workforce Development and Managementc. Safety and Security Managementd. Risk and Crisis Management
e. Destination Planningf.

Land Development and Property Management

g. Cultural Resources Management48

h. Climate Change Managementi.

Energy and Power Productionj.

Natural Resources Managementk.

Water Quality and Stewardship Managementl.

Waste management

m. Pollution Control
n. Transportation Management
12.2.2.3.

Stakeholder Engagement. List the organization’s annual activities that
demonstrate engagement with the following destination stakeholders:a. Private tourism sector
b. Public sector
c. Civil society
d. Residents

12.2.3.

CBs shall verify the submitted information through a desk review to accept thedestinations as GSTC Destination Certification Candidates.
12.2.3.1.

CBs shall submit the list of destinations with the GSTC Destination
Certification Candidacy status to the GSTC Secretariat within 10 days ofofficially granting the destination the candidacy status.

12.2.3.2.

The GSTC Accreditation Secretariat shall review the CB’s verification reportduring surveillance assessments.

49

13.

Ineligibility for Destination Certification

13.1.

A destination is ineligible for the GSTC Certification if:

13.2.

13.1.1.

It does not comply with the requirements described in Section 12.

13.1.2.

It has had its certificate withdrawn within the last 2 years.

13.1.3.

It has had its certificate suspended within the last 6 months.

The CB shall require the destination to declare any cases convicted of forced labor orenvironmental violations in the destination during the application and certification periods.

13.3.

If there is a case for violating laws on forced labor and/or environment in the last 2 years, thisorganization shall not be allowed to continue with the GSTC certification process.

14.

Requirements for Sustainable Destination Management Verification

14.1.

Destinations can apply for the GSTC SMS Verified Destination status before seeking GSTC
Destination Certification.

14.2.

CBs shall initiate the verification process within two years of destination certification candidacy
approval by the GSTC.

14.3.

CBs shall verify if the destination meets Pillar A requirements of the GSTC Destination Criteria
through desk review and onsite verification.

14.4.

CBs shall initiate the GSTC Destination Certification process within three years of issuing the GSTCSMS Verified Destination Certificate.

50

15.

Requirements for Destination Certification

Time limits for Destination Candidacy and GSTC SMS Verified Status
15.1.

Destinations shall apply for the GSTC Destination Certification after obtaining the GSTC SMS
Verified Destination status or the GSTC Destination Certification Candidacy status.
15.1.1.

The GSTC Destination Certification application shall be submitted within 2 years ofobtaining candidacy status or 3 years of being a GSTC SMS Verified Destination.

Requirements for Certified tourism businesses, Renewable energy, and Greentransport
15.2.

The CBs shall verify the following requirements before proceeding with the certification process.
15.2.1.

The destination shall have a clear plan for sustainable tourism businesses with specifictargets for certification, renewable energy, and green transport.

15.3.

Certified Tourism Businesses. At least 15% of the following tourism businesses have been certified
to international or national sustainability standards, which include the GSTC Criteria.
15.3.1.

The international or national sustainability standards shall cover social, cultural, or
environmental aspects of sustainability.

15.3.2.

The certification in clause 15.3 shall be one of the accredited schemes by the IAF
members.

15.3.3.

The tourism businesses counted in this Manual are limited to the following:
15.3.3.1.

Hotels/Accommodations

15.3.3.2.

Tour operators

15.3.3.3.

MICE(Meetings,

Incentives,

Events/Exhibitions)15.3.3.4.

Attractions
51

Conventions/Conferences,and15.3.4.

The percentage of the certified tourism businesses includes:
15.3.4.1.

The percentage of GSTC-Certified hotels/accommodations;15.3.4.2.

The percentage of GSTC-Certified tour operators;

15.3.4.3.

The percentage of GSTC-Certified MICE businesses;

15.3.4.4.

The percentage of GSTC-Certified attractions;15.3.4.5.

The percentage of tourism businesses to the GSTC-Recognized standards
that are used by GSTC-Accredited CBs; and15.3.4.6.

The percentage of tourism businesses certified to other international or
national standards that are described in clauses 15.3.1 and 15.3.2.

15.3.5.

CBs shall justify if they certify destinations having less than 15% tourism businesses.

Note. The percentage of GSTC-Certified MICE businesses and attractions will be evaluated, respectively,
following the launch of the GSTC MICE and the GSTC Attraction Certification. But other certifications
meeting clauses 15.3.1 and 15.3.2 can be counted.
15.4.

Renewable energy. Destinations set targets for renewable energy production and supply with adefined timeframe that aligned with the national climate change strategy and renewableenergy production.

15.5.

15.4.1.

Renewable energy supply accounts for at least 10% of the total.

15.4.2.

The achievement of each target year shall be verified.

Green transport. Destinations set targets for green transport and cleaner mobility aligned withnational climate change strategy and target and provide evidence that confirms theimplementation of the target.
15.5.1.

At least 10% of rental cars and tour buses use green transport.

Note: See the definition of Green transport in the Glossary.

52

Sampling Requirements
15.6.

The CBs shall have documented procedures for determining the sampling process and audit
duration based on the risk assessment considering the following factors:
15.6.1.

The size of the DMO;

15.6.2.

Tourism contribution to the destination economy;

15.6.3.

The ratio of the volume of visitors compared to the number of residents;

15.6.4.

The percentage of residents involved in tourism-related businesses;

15.6.5.

The complexity of tourism businesses in terms of numbers, types, and size;

15.6.6.

Culturally significant and/or sensitive tangible intangible heritage, such as UNESCOWorld Heritage sites, archaeological sites, national or local heritage, and/orIndigenous communities; and15.6.7.

Environmentally important and/or vulnerable sites include locally, nationally, orinternationally protected areas, sites vulnerable to climate change, high biodiversity
ecosystems, etc.

15.7.

The CBs shall ensure the samples represent a diverse range of stakeholders, including businesses,
communities, civil societies, academia, and public bodies, as well as places most visited andconflicts raised due to tourism. The procedure shall meet IAF MD1:2018 Requirements.

16.

Certification Program with Multilevel Award System

16.1.

The GSTC-Accredited CS that allows multiple levels of compliance shall ensure that the minimum
level meets the GSTC Destination Criteria, and the certification process for any level shall comply
with the requirements stated in this Manual, as long as the level is referred to as certification.

53

Example: a certification scheme awards destinations in 3 levels: Bronze, Silver, and Gold. The Bronze
level of this certification scheme shall comply with all the criteria of the GSTC Destination Criteria andhold a valid and currently Recognized status in the GSTC.

17.

Branding & Market Access

17.1.

Licensing Agreement:
17.1.1.

A GSTC-Accredited CB shall operate in accordance with a Certification Body
Licensing Agreement (CBLA) with the GSTC;

17.1.2.

The CBLA establishes the terms of licensing for the GSTC-Accredited CB to use the
GSTC trademarks specific to the agreement (including the GSTC-Certified Logo forbusinesses and the GSTC-Accredited Logo). The agreement delineates terms andconditions of use, ownership, and application of the trademarks, duties, and usage
guidelines. It outlines the duration, termination conditions, and licensing logo fees.

17.1.3.

A certification scheme subcontracting auditing and certification services with one ormore GSTC-Accredited CB shall operate in accordance with a Certification Scheme
Licensing Agreement (CSLA) with the GSTC.
17.1.3.1.

The CSLA establishes the terms of licensing for the Certification Scheme (CS)owner to use the GSTC trademarks specific to the agreement (including the
GSTC-Certified Logo for businesses). The agreement delineates terms andconditions of use, ownership, and application of the trademarks, duties, andusage guidelines. It outlines the duration, termination conditions, andlicensing logo fees. The use of the GSTC-Accredited Logo by the CS owner is
not permitted.

17.1.3.2.

CS shall not state or imply in its marketing or operational material or
instructions that it is a GSTC-Accredited CB. Further guidance in this regard isprovided within the CSLA.
54

17.2.

Market Access for Certified Organizations:17.2.1.

The GSTC shall make publicly available a list of the GSTC-Accredited CBs together
with a summary of each CB authorized for publication by the CB.

17.2.2.

The GSTC may arrange publicity and promotion of the GSTC-Accredited CB andtourism businesses certified by the GSTC-Accredited CB.

17.2.3.

The GSTC-Accredited CBs shall provide a list of certified tourism businesses to the GSTC
upon request.

17.2.4.

The certificate holders of GSTC-Accredited CBs and CSs (those with a GSTC CSLA in
effect) may receive various market access opportunities and promotions directly by
the GSTC (subject to available resources). Engagement in those programs andactivities shall adhere to the terms of the CBLA and CSLA with the GSTC or any
separate Trademark Licensing Agreement and Non-disclosure Agreements as
required by the GSTC.

17.2.5.

The GSTC Logo Usage relating to the GSTC Tour Product Certification shall comply withthe terms of the CBLA with the GSTC. The GSTC logo shall not be presented with oralongside any tour product unless those tour products are currently GSTC-Certified
according to the requirements in Section 17.

55

PART IV: GLOSSARY OF ACCREDITATION TERMS
18.

Definitions

18.1.

The following have been written to explain the meaning of terms used in this document, althoughaccount has been taken of generic definitions used elsewhere.

Accreditation

The process of approval by the GSTC of a Certification Body’s
competence to certify organizations to the GSTC ReferenceStandard.

Accreditation Body

An independent entity that operates in conformity with thestandard ISO/IEC 17011 and is technically competent to accredit
CBs to perform conformity assessment using the GSTC ReferenceStandard.

Accreditation Cycle

Begins at or after the initial Accreditation Decision date or decision
after a Re-accreditation Assessment and shall not be longer than
five years. Before the end of a cycle, a re-accreditation Assessment
shall be conducted prior to cycle expiration.
NOTE: usually, the accreditation cycle has a duration of 5 years.
[SOURCE: adapted from ISO/IEC 17011:2017(E)]Accommodation

Accommodation: service facilities that regularly provide overnight
lodging for travelers in the form of a room or other type of unit andmay provide limited or full services such as food and beverage,
housekeeping, and recreational and/or fitness activities, amongst
others. The accommodation categories involve a large diversity oftypes and forms that are recurrently evolving and vary according
to the cultural and socio-economic context.

56

For the purpose of certification, accommodation comprises a wide
range of categories, including, but not limited to, hotels, hostels,
motels, roadside inns, beach hotels, apartment hotels, tourist
residences, bed and breakfast establishments, tourist residences,
farmhouses, holiday dwellings, glamping sites, and similar
accommodation appropriately equipped to offer at least
overnight stays and/or additional services.
Attraction

A Tourist Attraction is a place of interest that is owned and/or
managed by an identifiable entity for the purposes of attracting
visitors, operating and delivering services and/or experiences
including but not limited to recreation, leisure, natural, historical,
cultural, educational or religious experiences.

Audit Conclusion

The outcome of an audit, after consideration of the audit
objectives and all audit findings.
[SOURCE: ISO 19011:2018]

Audit Criteria

Set of requirements used as a reference against which objective
evidence is compared.
-

Note 1: If the audit criteria are legal (including statutory or
regulatory) requirements, the words “compliance” or“non-compliance” are often used in an audit finding; and-Note 2: Requirements may include policies, procedures,
work instructions, legal requirements, contractual
obligations, etc.

[SOURCE: ISO 19011:2018]
Audit Evidence

Records, statements of fact or other information, which are
relevant to the audit criteria and verifiable.
[SOURCE: ISO 19011:2018]57

Audit Findings

Results of the evaluation of the collected audit
evidence against audit criteria.
-

Note 1 to entry: Audit findings indicate conformity andnonconformity;-

Note 2 to entry: Audit findings can lead to theidentification of risks, opportunities for improvement orrecording good practices; and-Note 3 to entry: In English, if the audit criteria are selectedfrom statutory requirements or regulatory requirements, theaudit finding is termed compliance or non-compliance.

[SOURCE: ISO 19011:2018]
Audit Plan

Description of the activities and arrangements for an audit.
[SOURCE: ISO 19011:2018]

Audit Program

Description of the arrangements for a set of one or more audits
planned for a specific time frame and directed towards a specificpurpose.
[SOURCE: ISO 19011:2018]

Audit Scope

Extent and boundaries of an audit.
-

Note 1: The audit scope generally includes a description of
the physical and virtual locations, functions, organizational
units, activities, and processes, as well as the period
covered; and-Note 2: A virtual location is where an organization performs
work or provides a service using an online environment
allowing individuals irrespective of physical locations to
execute processes.

[SOURCE: ISO 19011:2018]

58

Audit TeamOne or more persons conducting an audit, supported if neededby technical experts:-

Note 1: One auditor of the audit team is appointed as theaudit team leader; and-Note 2: The audit team can include auditors in training.

[SOURCE: ISO 19011:2018]
CB

See Certification Body.

Central Office

The office that is responsible for and centrally controls the
management system.
[SOURCE: IAF MD 1:2018, modified]Certification

Voluntary, third-party assessment, through an audit, of a tourism
enterprise for conformity to a standard.

Certification Body

A body that verifies that specified requirements relating to a
product, process, system, person or body are fulfilled.

Certification Scheme

Certification system related to specified products, to which thesame specified requirements, specific rules and procedures apply.
-

Note 1: The rules, procedures and management for
implementing product, process and service certification
are stipulated by the certification scheme; and[SOURCE: ISO/IEC 17065:2012, 3.9, modified]Certification System

NOTE 2: the GSTC System is a Certification system.

Rules, procedures and management for carrying out certification.
[SOURCE: ISO/IEC 17000:2020, 2.7, modified]ClientA tourism enterprise that purchases a certification service from aCB.

59Compliance Audit

An audit conducted on a certificate holder to evaluate thecompliance of a Certification Body’s certification processes andcertificate holder’s sustainability management system against
certification requirements.
[SOURCE: ASI-INF-20-100-ASI Glossary-V4.0, modified]

Conflict of Interest

A situation where the capacity for objectivity of a person or bodyis at risk.

Conformity

Fulfillment of a requirement.
[SOURCE: ISO 19011:2018]

Conformity Assessment

A process of checking and verifying the extent to which a tourism
enterprise or certification scheme meets a specified Standard andCriteria.

Consultancy

The provision, for a fee (directly or indirectly), of expertise to a
tourism enterprise or CB on the design, management andoperation of their services.

Destination

A physical space with or without administrative and/or analyticalboundaries in which a visitor can spend an overnight. It is thecluster (co-location) of products and services, and of activities
and experiences along the tourism value chain and a basic unit ofanalysis of tourism. A destination incorporates various stakeholders
and can network to form larger destinations.
[SOURCE: World Tourism Organization (2019), UNWTO Tourism
Definitions, UNWTO, Madrid, DOI:
https://doi.org/10.18111/9789284420858) and(https://www.gstcouncil.org/wp-content/uploads/GSTC-Destinatio
n-Criteria-v2.0.pdf)

60

A destination is a geographical area consisting of all the services
and infrastructure necessary for the stay of a specific tourist or
tourism segment. Destinations are the competitive units ofincoming tourism. [SOURCE:
https://www.gstcouncil.org/gstc-criteria/glossary/].
Equivalent Standard

A standard whose requirements have a direct correspondencewith the requirements with the GSTC standard. The standard may
have a differing presentation, or even in substance, e.g. inproviding guidance on how to meet requirements. Equivalency for
purposes of GSTC Recognition includes harmonized, unified,
identical, unilaterally aligned, and comparable standards.
[SOURCE: ISO/IEC Guide 2:2004 6.1, 6.2, 6.3, 6.8, and 6.9]

Green transport

Green transport, also known as sustainable transport, is a type oftransportation with minimal negative environmental impact. Unlike
traditional modes of transport that rely on fossil fuels, green
transport modes use renewable energy sources such as wind,solar, hydroelectric, and biomass energy, among others.

GSTC

Global Sustainable Tourism Council.

GSTC Accreditation

Accreditation provided by the GSTC.

GSTC Assurance Panel

An independent body of the GSTC that is technically competentand impartial, that will make decisions on recognizing sustainable
tourism standards and certification scheme owners and may
endorse the GSTC Accreditation Secretariat recommendations toaccredit CBs.

GSTC Criteria

GSTC Criteria are a common understanding of sustainable tourism
and are the minimum that any tourism business should aspire to61

reach. They are organized around four main themes: effective
sustainability planning; maximizing social and economic benefits
for the local community; enhancing cultural heritage andreducing negative impacts to the environment. Although thecriteria are initially intended for use by the accommodation andtour operation sectors, they have applicability to the entire tourism
industry.
GSTC Requirements for CBs

The requirements that a CB shall meet in terms of its structure,
management and operational procedures.

GSTC Recognized Standard

A sustainable tourism standard that has been evaluated by the
GSTC as being equivalent to the GSTC Standard.

GSTC Standard

The minimum requirement of a tourism enterprise that can berecognized as fully complying with principles of sustainable tourism
as identified by the GSTC and the GSTC Criteria.

Hotel

Term treated in a generic way to refer to accommodation.

Impartiality

The ability to make judgements and make decisions that are
objective, based strictly on facts and free from other influences.

Initial Certification Audit

Audit carried out by an auditing organization independent of theclient and the parties that rely on certification, for the purpose ofcertifying the client's sustainability management processes andsustainability performance.
-

Note 1: Certification audits include initial, surveillance,
re-certification audits, and can also include special audits.

-

Note 2: Certification audits are typically conducted byaudit teams of those bodies providing certification ofconformity to the requirements of the Reference Standard.

62

Major Non-conformity

Non-conformity that affects the capability of the management
system to achieve the intended results.
Non-conformities could be classified as major in the following
circumstances:-

if there is a significant doubt that effective process control
is in place, or that products or services will meet specified
requirements;-

a number of minor non-conformities associated with thesame requirement or issue could demonstrate a systemic
failure and thus constitute a major non-conformity.

Minor Non-conformity

Non-conformity that does not affect the capability of the
management system to achieve the intended results.

Multi-site Organization

An organization covered by a single management systemcomprising an identified central office (not necessarily theheadquarters of the organization) at which certain
processes/activities are planned and controlled, and a number ofsites (permanent, temporary or virtual) at which suchprocesses/activities are fully or partially carried out.
[SOURCE: IAF MD 1:2018]

Non-Conformity

Non-fulfillment of a requirement.
[SOURCE: ISO 19011:2018]

Objective Evidence

Data supporting the existence or verity of something.
-Note 1: Objective evidence can be obtained throughobservation, measurement, test or by other means; and-Note 2: Objective evidence for the purpose of
the audit generally consists of records, statements of fact,or other information which are relevant to the audit

63

criteria and verifiable.
[SOURCE: ISO 19011:2018]
Performance

Measurable result.
-

Note 1: Performance can relate either to quantitative or
qualitative findings; and-Note 2: Performance can relate to the management ofactivities, processes, products, services, systems ororganizations.

[SOURCE: ISO 19011:2018]
Process

Set of interrelated or interacting activities that use inputs to deliver
an intended result[SOURCE: ISO 19011:2018]

Reference Standard

A standard used as the reference against which the audit isperformed, according to the accreditation granted.
NOTE: The Reference Standard could be the GSTC Criteria or the
GSTC-Recognized Standard

Requirement

Need or expectation that is stated in the Reference Standard.

Scheme Owner

Person or organization responsible for developing and maintaining
a specific certification scheme.
Note: The scheme owner can be the Certification Body itself, agovernmental authority, a trade association, a group of
Certification Bodies or others.
[SOURCE: ISO/IEC 17065:2012, 3.11]

Sustainable Tourism Standard

A set of rules and guidelines that define the requirements of
tourism enterprises in delivering sustainable tourism. For the
GSTC-Recognition status, the standard shall be equivalent to the64GSTC Standard.
Surveillance Audit

Audit performed as a basis for maintaining the validity of thecertification. Surveillance audits can be performed remotely,
on-site or a combination of both: remote and on-site.

Tour Operator

Businesses/organizations that plan, operate and deliver acomplete package tour to a traveller. The term Tour Operator
involves a large diversity of types of packagers, transport
operators and sellers of travel that can be combined amongst
them and vary according to the set of products/services offering,ownership structure and/or geographical location of theiroperations.
For the purpose of certification, Tour Operator comprise outboundTour Operator, inbound Tour Operator and land transport suppliers
and any combination amongst the 3 categories.

Tour ProductProducts of traveling around from place to place that areorganized and offered by Tour Operator with a broad range ofservices in the tourism industry, marked by a high degree of
packaging product and service components of transport, places,
activities, or accommodation.

19.

Level of Requirement

Term

Definition“will”The body commits to undertake the specified action.

“shall”

The body must take the specified action to be in compliance.

65

“should”

The body is expected to take the specified action.

“may:

The body is allowed to take the specified action.

66

Annex A - GSTC Checklist: Certification Scheme –Certification Body Framework (Normative)
This document outlines the steps for implementing the Certification Scheme - Certification Body
Framework (CS-CB Framework) for accreditation described in Clause 5.1.2.3.3. The CB and the CS shallcomply with this GSTC Checklist when applying for the scope extension of accreditation to provide
auditing and certification services against the GSTC-Recognized Standard owned by a CS.
A.1. Checklist and steps
A.1.1. The CS signs a service agreement with an Accredited CB:-

CS agrees to no longer manage/provide auditing and certification services.

-

The agreement sets out the rules for carrying out auditing and certification services on behalfof the CS.

-

The CS and CB agree on the role of CS auditors in the accredited process. If CS auditors
continue to audit under the CB-CS Framework arrangement, these auditors will have toqualify

as

the

GSTC

auditorfollowingtherespective GSTC-Accreditation Manual

requirements,-

The CS can sign a service agreement with one or more GSTC-Accredited CBs to perform all
the auditing functions and certification decisions for the certification of clients.

A.1.2. Licensing Agreement GSTC-CS / GSTC-CB:-Enter into a CSLA with the GSTC, which provides rules of engagement for the GSTC logo andtrademark usage.

-

Enter into a CBLA with the GSTC, which provides rules of engagement for the GSTC logo andtrademark usage for its own clients and for clients of any and all CSs that contract with the
CB to conduct certification/auditing functions on their behalf.

67

A.1.3. The GSTC-Accredited CB submits an application for extension of technical sub-scope to GSTC:-The CB shall indicate and provide the evidence regarding the GSTC-Recognized Standard
owned by the respective CS.

-

The Standard of the CS shall be the GSTC-Recognized Standard. If the GSTC-Recognizedstatus is expired, the CS shall re-apply or renew the GSTC-Recognized status of the standard inaccordance with the GSTC-Recognized Manual v5.0.

-

Tour Product is a part of the technical scope of the TO and does not require additional
technical scope and separate application process.

A.1.4. GSTC reviews the application:-

To determine the duration and type of assessment needed.

-

For technical scope extensions, a desk review and witness assessment shall always be
required.

A.1.5. GSTC carries out a desk review:-

Major nonconformities resulting from the desk review shall be satisfactorily closed before thewitness assessment can be scheduled.

A.1.6. GSTC carries out the witness assessment (of a CB audit of the GSTC-Recognized Standard:-

Major nonconformities resulting from the witness assessment shall be satisfactorily closed.

A.1.7. Upon a positive GSTC decision to extend the scope of accreditation, the CB will now be entitledto carry out audit and certification services on behalf of the CS.
A.1.8. CB carries out the certification audit and makes the certification decision against the
GSTC-Recognized Standard owned by the CS.
A.2. Associated documentation
A.2.1. The GSTC Accreditation Manual for Certification of Hotel/Accommodation & Tour Operator v4.0

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A.2.2. GSTC Accreditation Procedure v1.2

Annex B - Outline of the content of GSTC’s Training for
Auditors (Normative)
Table B.1. The GSTC Training for Auditors modules and evaluation
Course of the Training for Auditors

Module A

Destination

Understanding of sustainable tourism

Online or in-person training

Overview of the the GSTC

Online or in-person training

Module B

Industry Criteria and indicators for
Hotel

In-person training

Module C

Industry Criteria and indicators forTour Operator

In-person training

Module D

Destinations Criteria and Indicators

In-person training

Module E

Field exercise

In-person training

Evaluation

Written exam on the contents of
Criteria and Indicators

85%+ achievement

Field performance test on the ability
75%+ achievement
to apply Criteria and Indicators to thefield and the audit skills
Note: All training sessions are arranged and managed by the GSTC.

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Table B.2. Example of training time required for each Module
Course of the Training for Auditors

Destination

Understanding of sustainable tourism1

2 hours

Overview of the GSTC (mission & programs)

1 hourModule B (offline)

Industry Criteria and Indicators for Hotel2

1 hourModule C (offline)

Industry Criteria and Indicators for Tour Operator3

1 hourModule D (offline)

Destinations Criteria and Indicators4

6 hours

Module E (offline)

Field exercise and Performance test5

Module A (online or offline)

Evaluation6 (offline)
Total training time required
1

11 hours

The length of the lecture may be subject to change according to the understanding/experience level of the

trainee. Questions on the GSTC Auditor Training should be directed directly to the GSTC.
2, 3, 45

are based on the condition of no group discussion(s) and guest speech(es).

The length of the field exercise is determined by each auditor trainee. The performance test evaluates thesubmitted mock audit report.
6

Online exam time is not mentioned here as it is taken by an individual trainee.

Note 1: The total training time required is subject to change by the GSTC.
Note 2: The GSTC may provide online training on Module A-D in exceptional circumstances such as Covid-19 or otherhigh-risk situations.

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