GSTC-ACCREDITED
Administered by GSTCMANUAL

Version 1.2
10 May 2018

GSTC-Accredited Manual© The Global Sustainable Tourism Council, 2018, All Rights Reserved

The Global Sustainable Tourism Council
www.gstcouncil.org
To make comments on this document, please email td@gstcouncil.org
Document Control

This is version 1.2 of the GSTC-Accredited/GSTC-administered Manual. This is separate and distinct from the
GSTC-Accredited/ASI-administered Manual.

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Version Notes

This document will be updated from time to time, and users should periodically check for later versions on
the GSTC.

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Table of Contents
SECTION A: OVERVIEW AND INTRODUCTION

6

1

6

Introduction
1.1 GSTC Accreditation of CBs and Recognition of Standards Programs
1.2 GSTC Accreditation of CBs and Recognition of Standards Programs - Summary and Benefits
1.3 The Need for Sustainability of Tourism
1.4 The Global Sustainable Tourism Council (GSTC)
1.5 A Common Agenda for Sustainable Tourism
1.6 GSTC Criteria
1.7 GSTC Accreditation Panel
1.8 Principles for the implementation of the GSTC Accreditation of CBs and Recognition ofStandards Program
1.9 Overview of GSTC-Accredited process for Certification Bodies

2

Normative References

6
8
9
10
10
11
11
12
13

14

SECTION B: REQUIREMENTS FOR GSTC-ACCREDITED PROGRAMS

15

3Structure and Responsibility

15

4

Scope and Accessibility

16

5

Impartiality and Conflict of Interest

16

6

Financial Stability and Liability

17

7Professional Capacity

17

8

Information and Confidentiality

18

9

Certification Process

19

10

Renewal, Monitoring and Termination of Certification

23

11

Appeals and Complaints

24

12

Management System

25

13

Languages

26

SECTION C: PROCESS FOR ASSESSING APPLICATIONS FOR GSTC-ACCREDITED

27

14

27

GSTC-Accredited Application

Application Form
Documentation Requirements
Properly Made GSTC-Accredited Application

15

GSTC-Accredited Process

Process for Evaluation
GSTC-Recognized Standard
Adopting GSTC Criteria
Omission of Requirements
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27
28

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Reliance on Legislation
GSTC-Accredited Application
GSTC Assessment of Applications
GSTC Accreditation Panel Decision

16

Expiry and Renewal Process

Expiry of GSTC-Accredited Status
Renewal of GSTC-Accredited Status
Amendment of GSTC-Accredited Requirements
Amendment of a GSTC-Recognized Standard
Ongoing Suitability of a Certification Program

17

Appeals Procedure

Complaints
Appeal by a Certification Program
Review of Appeals
Appeals Panel Terms of Reference
Functions of the Appeals Panel
Procedure
Costs 35

18

Fees

GSTC-Accredited Application
Pre-Lodgement Advice

29
29
30
31

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32
32
32
32
32

33
33
33
34
34
34
34

36
36
36

SECTION D: LOGOS AND PROMOTION

37

19

37

Publicity and Promotion

GSTC Promotion of GSTC-Accredited Certification Programs
Promotion by GSTC-Accredited Certification Program
GSTC Promotion and Market Access Benefits

20

Use of GSTC Marks

37
37
37

38

Introduction
License Agreement
Logo Terms of Use

38
38
38

SECTION E: GLOSSARY

39

21

39

Terms and Definitions

Appendix A - GSTC-Accredited Application

41

Appendix A1: GSTC Industry & GSTC-D Accredited Application
41
A Current versions of the GSTC-Accredited Application (Matrix) is available to download from the GSTC website,
or available from the GSTC on request.
41
GSTC-Accredited Application Version
41

Appendix A GSTC Accredited Application

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SECTION A: OVERVIEW AND INTRODUCTION
1Introduction

1.1 GSTC Accreditation of CBs and Recognition of Standards Programs
The GSTC Accreditation of CBs and Recognition of Standards Programs are designed to be applicable to all
schemes certifying tourism enterprises for their sustainability management and performance. Relevant
certification schemes and the bodies that run them vary from sizeable international operations or national
schemes, some with support from government agencies, to small schemes covering local areas or particular
types of tourism product.
The GSTC intends to build a long-term relationship with all certification schemes. An aim of the GSTC is tocontinually increase the percentage of schemes that are GSTC-Accredited.
The GSTC considers it desirable for all sustainable certification standards to be GSTC-Recognized to encourage
the application of the four pillars of sustainability found in the GSTC Criteria – environment, social, culture,and management – and to ensure that an overall global baseline is set for sustainable tourism standards.
Further, if a CB chooses to gain GSTC Accreditation using their own set of standards for certification, thatstandard must be GSTC-Recognized as a pre-requisite for Accreditation. These are three reasons for the
existence of the GSTC-Recognition Program. See the GSTC Recognition Manual for detailed requirements andinformation.
To summarize the three elements of these two sets of programs:•

GSTC-Recognized: GSTC recognizes equivalence of a certification body’s standard (criteria) against
GSTC Criteria (Hotels, Tour Operators or Destinations). See the GSTC-Recognized Manual.

•

GSTC-Accredited / ASI-administered: Third party accreditation (by ASI) of certification body thateither uses a GSTC- Recognized Standard OR certifies directly against GSTC Criteria and Indicators(GSTC-Industry, formerly Hotels, Tour Operators, and/or Destinations). See the GSTC-Accredited
Manual.

•

GSTC-Accredited / GSTC-administered: GSTC accredits the policies and procedures of a certificationbody that uses a GSTC-Recognized standard or certifies directly against GSTC Criteria and Indicators(GSTC-Industry, formerly Hotels, Tour Operators, and/or Destinations). Eligibility is limited tocertification bodies that operate in a single-country; those certification bodies operatinginternationally must gain their GSTC Accreditation through ASI. This document, the GSTC-Accredited
Manual, applies.

Not all certification schemes 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 GSTC-Recognized if they first transformed themselves into
sustainable tourism certification programs and included all aspects of sustainability. The GSTC encourages
certification schemes, where appropriate, to consider this transition.
The diagram below provides a simplified graphical depiction of the pathways of the GSTC Accreditation of CBs
and Recognition of Standards
Program and the table on the following pages summarize the processes, key aspects and benefits.
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1.2 GSTC Accreditation of CBs and Recognition of Standards
Programs - Summary and Benefits

Summary
GSTC recognizes equivalency of certification body’s standard (criteria)
against GSTC Criteria (Hotel, Tour Operator or Destinations).
GSTC accredit the policies and procedures of certification body that uses
either a GSTC-Recognized standard OR certifies directly against GSTC
Criteria and Indicators to certify Destinations, or for certain certification
bodies operating within a single country to certify Hotels/Accommodations orTour Operators.
Third party accreditation (by ASI) of certification body that uses either a
GSTC Recognized Standard OR certifies directly against GSTC Criteria andIndicators to certify Hotels/Accommodations or Tour Operators.
GSTC Logo UsageGSTCRecognized

GSTCAccredited
GSTCadministered

GSTCAccredited
ASIadministered

✓

✓1

✓

✓

✓

GSTC-Accredited Certification Program or GSTC-Accredited Certification Body may use logo.
(subject to license agreement).

Certified Hotel/Tour Operator/Destination may use logo (subject to license agreement andannual fee – administered by certification body).

Promotion by GSTC
Certification Body promoted on GSTC website.

✓✓

Announcement of achievement in GSTC newsletter, GSTC website and GSTC social media
outlets.
Inclusion of Certification Body’s logo on all GSTC official presentations, including Annual
General Meeting, as well as all other speaking engagements and publications.
Certified hotels, tour operators and destinations will be listed on the GSTC website directory.

✓

✓

✓

✓

✓

✓

Certified hotels, tour operators and destinations will be prominently displayed (with a hyperlink
to the individual hotel) on the GSTC website.
Certified hotels, tour operators and destinations have priority search on the GSTC website
directory.
Development and publication on GSTC website of case studies (i.e. written blog post, videoblog) of individual certified businesses.

✓

✓

✓

✓

✓

✓

✓

✓

✓

✓

Market AccessCertified hotels (and soon tour operators) included in GSTC database available to online travel
agencies (OTAs)
Priority search results when OTA’s use GSTC database.

To be GSTC Accredited the certification body’s standard must first be GSTC Recognised or it certifies with the GSTC
Criteria.
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1.3 The Need for Sustainability of 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 grow from 1.1 billion in 2014 to around 1.8 billion in 20302
The Sustainable Development Goals adopted by the UN General Assembly in 2015 are aimed at, interalia, ending extreme poverty, fighting inequality and justice and tackling climate change. The significant
relevance of tourism to 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.
The impact of travel and tourism on global and local environments and on host communities can be both
positive and negative, providing both opportunities and responsibilities.
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;• Poor labour conditions and exploitation in parts of the sector.
Travel and tourism can also deliver many positive benefits, including:•A growing opportunity for enterprise development and employment creation, with low
barriers for entry;• 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;• Health, wellbeing and educational benefits for tourists and hosts, which should be accessible
to all.
Sustainable tourism requires an approach to tourism development and management that recognises andresponds to these responsibilities and opportunities.
Actions that encourage, identify and promote a positive response from enterprises are crucial for the futureof the tourism sector and the contribution it can make to sustainable development. The tourism sector ishighly fragmented. While there are some important multinational players, many of the providers of tourism
services are independent businesses and the majority are small and micro enterprises. Tourism enterprises ofall sizes are responding in different ways and to different degrees to the need for sustainable tourism.

2 UN World Tourism Organisation, Tourism Highlights 2015 Edition

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1.4 The Global Sustainable Tourism Council (GSTC)
GSTC is a multi-stakeholder initiative legally formed in 2010 after its predecessor was formed in 2007, withguidance from the United Nations, including amongst its founding partners UNEP, UNWTO, UN Foundation,
Sabre Holdings and Rainforest Alliance, amongst others. It was formed in response to the challenges andopportunities of sustainable tourism, by merging two previous initiatives.3 In 2015, GSTC merged with theTour Operators’ Initiative (TOI).
Over 150 organizations from the public, private and voluntary sectors and from the world of tourism,
environmental management and sustainable development have been contributing to the work of the GSTC
and its two predecessor bodies.
The GSTC is a Membership Council with a Board of Directors. The Board provides the governance of theorganization. However, the Council, which elects the Board, has responsibility for the by-laws of the GSTC, for
its principles, criteria and operational guidelines, for admittance of members and for resolving disputes.
The mission of the GSTC is:“To improve tourism’s potential to be a driver of positive conservation and economic development forcommunities 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 and businessengagement in the field of sustainable tourism and to achieve improved market access for sustainable tourism
products.

1.5 A Common Agenda for Sustainable Tourism
The challenges of sustainable tourism articulated earlier encompass economic, social and environmental
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 aims4 and showed
how there are economic, social and environmental dimensions to each of them. The dimensions are seen as
interrelated.
In the private sector, in tourism as well as in other economic spheres, enterprises and investment projects areencouraged 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, theworld’s most widely used sustainability reporting framework (www.globalreporting.org).
The GSTC program is in line with this broad approach to sustainable tourism and encourages certification
schemes to move 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
and any negative impacts on them should be minimised

3 The Partnership for Global Sustainable Tourism Criteria and the Sustainable Tourism Stewardship Council
4 UNEP, UNWTO Making Tourism More Sustainable, A Guide for Policy Makers, 2005

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Local cultural heritage must be respected and opportunities should be taken to strengthen
its Accreditation of CBs and Recognition of Standards and richness.
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 and biodiversity.

These principles of sustainable tourism are seen as relevant in all parts of the world and can be reflected inmany different kinds of tourism enterprise. 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 hoped andexpected that sustainable tourism standards will be adapted to local and industry sector conditions and thatthey will far exceed the minimum requirements set out in the GSTC Criteria.

1.6 GSTC Criteria
The Global Sustainable Tourism Council has developed two sets of criteria and associated indicators:•

GSTC-Industry: the Global Sustainable Tourism Industry Criteria (version 3, December 2016). At thisstage, GSTC-Industry is available in two versions, GSTC-Hotel and GSTC-Tour Operator, each with theirown set of performance indicators;•

GSTC- Destinations: The Global Sustainable Tourism Criteria for Destinations

The development of GSTC-Industry allows the GSTC to develop sub-sector specific Indicators for this broader
set of criteria, for example MICE, cruise, attractions.

1.7 GSTC Accreditation Panel
The GSTC Accreditation Panel is established by the GSTC by-laws:
The GSTC Accreditation Panel (“the Panel”) will operate the recognition, approval and accreditation
program under the umbrella of GSTC. The Panel will:
1. Establish the requirements for recognizing standards, approving certification programs, andvalidating the accreditation of conformity assessment bodies, through Manuals for
Recognition, Approval, and Accreditation; guidance documents, and other documentation ofprocedures;
2. Determine whether a contractor is qualified to review a standard’s conformity with the
GSTC Criteria; review certification program procedures and processes; or award accreditation;
3. Declare standards to be “GSTC-Recognized”;
4. Declare certification programs to be “GSTC-Accredited”;
5. Validate and provide surveillance of accreditation body declarations of “GSTC-Accredited
certification bodies”;
The Panel shall operate independently of the GSTC Board and executive staff. While appointed by the
GSTC Board, the members of The Panel shall disregard any instructions from the Board or executive
staff that they feel may jeopardize their independence and impartiality.
The GSTC Board shall have the discretion to accept or reject any of the Panel’s recommendations or
decisions. If GSTC rejects one of the Panel’s recommendations or decisions, it is obligated to provide
an explanation for doing so to the Panel. The Panel may choose to raise the matter at the next annual
Membership Council Meeting.
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1.8 Principles for the implementation of the GSTC Accreditation of
CBs and Recognition of Standards Programs
The following principles apply to all aspects of the GSTC program – including to work performed by certification
scheme owners, CBs and Accreditation Bodies.
1 Integrity

Integrity should be demonstrated in every aspect of the process, requiring honesty, fairness and consistency
throughout.
2 Credibility

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

The process should not be open to any forms of influence which might raise doubts about the objectivity ofthe decisions taken.
4 Accessibility

Recognition of standards and accreditation should be as accessible as possible to all relevant certification
schemes and certification should be as accessible as possible to all tourism enterprises. There should be nodiscrimination on grounds of size and location and financial barriers should be minimized.
5 ComprehensivenessAll recognized sustainable tourism standards covering sustainable tourism should address all aspects ofsustainability, including socio-economic, cultural and environmental impacts.
6 Rigorousness

Accreditation and certification should be robust processes and require high standards and levels ofsustainability 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 programme should strengthen the impact of thecertification schemes.
8 Transparency

The standards required and processes adopted should be transparent and available for scrutiny bystakeholders.
9 Diversity

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

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

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1.9 Overview of GSTC-Accredited process for Certification Bodies
This document sets out requirements for the operation of the Global Sustainable Tourism Council’s (GSTC’s)
program for conferring GSTC-Accredited status on the activities of bodies certifying conformity to GSTCRecognized sustainable tourism standards, which are hereafter referred to as “Certification Bodies”5.
“GSTC-Accredited” signifies that a certification program is using a GSTC-Recognized Standard where all GSTCequivalent criteria are mandatory and is following processes and procedures that have been reviewed andaccredited by the GSTC.
Certifying Bodies that use a GSTC Recognized standard in their certification process are encouraged, though
not required, to apply for Accreditation. Another optional approach is for them to apply for GSTC Accredited
in place of Accredited status, but only if they meet one of the following criteria:
1. The standard has been GSTC Recognized for use in only one country, OR
2. The standard has been GSTC Recognized as applying to multiple countries but the certification oraward program is operating on a small scale on a regional basis and not a global basis (the definitionsof “small” or “regional” to be determined by GSTC Secretariat on a case-by-case analysis andevaluation, with any disputes to be settled by the Accreditation Panel)
In broad terms it means that the GSTC has recognized that the standard used for certification is equivalent to
the Global Sustainable Tourism Criteria (GSTC-Recognized), that all equivalent criteria are mandatory and thatthe certification procedures largely meet international standards for transparency, impartiality, andcompetence. Businesses and activities certified by a GSTC-Accredited certification program or GSTCAccredited certification body (“clients” or “certificate holders”) can also be licensed to use the GSTC language
and logo.
In order to ensure the credibility of a certification program in the absence of full accreditation, the body
responsible for the program is expected to comply with the following, among other, requirements:
1. That it is a legal entity with rights over the use of the certification standard and associated trademarks
and labels, as well as for making final decisions on the granting, maintaining, extending, suspendingor withdrawing of certification.
2. It assesses the conformity of a client’s tourism services with a GSTC-Recognized Standard of clearly
defined scope and where all GSTC-equivalent criteria are mandatory.
3. Its policies and procedures are non-discriminatory and available to all applicants whose activities fallwithin its declared field of operation.
4. It has documented measures to reduce risks to impartiality and potential conflicts of interest,
including those arising from consultancy to existing or potential clients.
5. It has the financial resources required for the operation of a certification system.
6. It ensures the competency of its personnel, internal and external, to perform the functions ascribedto them.
7. It has documented processes and procedures for the granting, renewal, monitoring, and terminationof certification.
8. It conducts site audits of all certified services prior to granting certification.
9. It has procedures to handle complaints and appeals.
The process of assessing a certification program for GSTC-Accredited consists of a remote desk audit of
documents provided by the program. The assessor may recommend to the Accreditation Panel an audit

5 “Certification Body” is defined here as an organization with a “certification scheme/program” that requires conformity with a GSTC-

Recognized Standard to award certification and that conducts certification to its own GSTC-Recognized standard or to the GSTC Criteria.
For the purposes of GSTC, a certification body may evaluate conformity to its own standard or to any other GSTC-Recognized standard. A
certification body does not need to own a standard.
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GSTC-Accredited Manualof a certification audit, hereafter referred to as a witnessed audit. In the case that the Panel requires awitnessed audit, the applicant will be required to pay the travel costs and professional fees of the GSTCdesignated auditor.

2

Normative References

The following documents contain provisions that, through reference in this text, become part of the GSTC
Accredited Manual.
For documents that specify a date or version number later amendments or revisions of that document do
not apply as a normative requirement. Readers are encouraged to review the most recent editions andany guidance documents available to gain further insight about how the document has changed, and to
consider whether or not to implement latest changes.
For documents without dates or version numbers, the latest published edition of the document referred
to applies.
a) ISO/IEC 17065:2012 Conformity assessment — Requirements for bodies certifying products,
processes and servicesb) ISO/IEC 17067:2013 Conformity assessment — Fundamentals of product certification and guidelines
for product certification schemesc) ISO/IEC 17011: 2004 Conformity assessment — General requirements for accreditation bodies
accrediting conformity assessment bodiesd) ISO 19011:2011 Guidelines for auditing management systemse) ISO/IEC 17021-1:2015 Conformity assessment -- Requirements for bodies providing audit andcertification of management systemsf) ISO/IEC 17000:2004 Conformity assessment — Vocabulary and general principlesg) ISO/IEC Guide 2: 2004 Standardization and related activities — General vocabularyh) Accreditation Audit Practice Group (AAPG) Guidance Documents:i.
ISO/IAF AAPG Auditing the CB Impartiality Committee
ii.
ISO/IAF AAPG Key Criteria for assessing the competency of CBs and their ability to delivercredible resultsi) ISEAL Code of Good Practice for Setting Social and Environmental Standards.
See also Section E Glossary for terms and definitions

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SECTION B: REQUIREMENTS FOR GSTC-ACCREDITEDPROGRAMSThis section sets out the basic structural and procedural requirements to be met by a certification program(CB) in order for it to be awarded GSTC-Accredited status.

3

Structure and Responsibility
The CB shall be, or shall be part of, a legal entity.
The CB shall be able to show that it owns, or has the right to use, a GSTC-Recognized certification
standard and any associated trademarks and labels.
The CB shall document its governance and operational structure. Documentation shall identify theboard, committee or personnel responsible for:a)Development of policies and procedures;b) Supervision of implementation of procedures;c)Supervision of finances;d) Performance of evaluation activity;e)

Making decisions on certification;f)Delegation of authority and contractual arrangements;g)Handling of complaints and appeals.

The CB shall be responsible for decisions on the granting, maintaining, extending, suspending orwithdrawing of certification.
3.4.1 Authority to take decisions on these matters may be delegated to individuals or acommittee.
The CB shall have a legally enforceable certification agreement with its clients, which:
3.5.1
Sets out the responsibilities of the CB, including:a)

Carrying out an effective and impartial certification procedureb) Communicating any changes in the standard and requirements to clients
c)

3.5.2
a)

Providing information to clients on its certification procedures.

Sets out the responsibilities of the client, including:Conformity with the recognized standard and relevant certification requirements;b) Correct communication of the meaning of the certification, avoiding misleading claims and withdrawing
reference to certification following any termination;c)

Recording, handling, and informing the CB of complaints and corrective actions taken relating tocompliance with the certification requirements;d) Telling the CB of any changes that may affect compliance with certification requirements within tendays of them occurring;e)Provision of all necessary information and arrangements for the certification audit process;f)

Allowing the CB and the GSTC access to the client’s premises, personnel and records for the purpose ofaudit.

3.5.3

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Is signed by both parties prior to initiating the certification process.
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4

Scope and Accessibility
The CB shall assess the conformity of the client’s tourism services against the requirements of a
GSTC-Recognized Standard.
4.1.1 All criteria in the GSTC-Recognized Standard which are equivalent to the GSTC Criteria
must be mandatory for conformity.
A CB may certify against the GSTC-Recognized Standard that it owns or has the right to use.
The CB shall define the scope of the certification, specifying those services and locations that havebeen assessed against the recognized standard.
Where a client provides multiple tourism services, the certification document will identify theservices that have been certified, and the CB will ensure that the client limits its claims ofcertification and use of logos and marks to the certified services.
The policies and procedures adopted by the CB shall be non-discriminatory.
The CB shall make its services available to all applicants whose activities fall within its declared fieldof operation.
4.6.1 Access to certification shall not be conditional upon the size of the client or membershipof any association or group5

Impartiality and Conflict of Interest
The CB shall have a written policy that expresses its commitment to impartiality, confidentiality,
and the objectivity of its activities.
All personnel and committees, either internal or external to the CB, who could influencecertification activities, shall declare that they will act impartially and not allow any commercial,financial or other pressures to compromise their impartiality.
All personnel, internal or external, shall be required to reveal any situations that may present themor the CB with a conflict of interest
The CB shall document an assessment of risks to impartiality and potential conflicts of interest,
together with measures taken to eliminate or minimise these risks and conflicts.
The organizational structure of the CB shall include a mechanism, to ensure implementation of the
CBs impartiality policy.
Neither certification evaluations nor certification decisions shall be undertaken by anyone whose
impartiality may be compromised by having provided consultancy to the client.
Prior to and during the certification process the CB shall not give prescriptive advice to a client in aform and to a level of detail that could compromise its ability to undertake an impartial certification.
The CB may provide general information to assist tourism service providers strengthen thesustainability of their operations and to understand and comply with the GSTC-RecognizedStandard, through publications, seminars, training courses and other activity, provided this is notseen as part of the certification process and is open to all existing or potential clients.

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6

Financial Stability and Liability
The CB shall be able to demonstrate that it has the cash flows required to remain in business for thelife of certificates issued.
6.1.1 Cash may come from operations and subsidy from government or other sources.
6.1.2 Where financial stability depends on subsidy, this should be covered by documented
agreement.
The CB shall evaluate its liability risks and demonstrate that it has adequate arrangements to coverliabilities arising from its operations.

7

Professional Capacity
The CB shall ensure that personnel, internal and external, used in the certification process arecompetent to perform their functions and shall document how this is achieved.
The CB shall use auditors who have professional qualifications and experience in certification,
auditing and in sustainable tourism. Auditors shall:
7.2.1 Have an undergraduate degree in environmental, sustainability, management and/or
tourism disciplines, or have a minimum of five years’ experience in an environmental
discipline and/or sustainable tourism;7.2.2 Have qualifications in environmental auditing, or have at least 5 years’ experience indeveloping and/or managing a sustainable tourism certification program; and7.2.3 Have at least five years’ experience in sustainable tourism or an awareness of sustainable
tourism (e.g. from training provided by the GSTC, the CB or other suitable training
program).
Auditors must have documented awareness of the GSTC-Recognized standard.
7.3.1 Such documentation may be provided by the CB as a result of training provided by the CB
or through work as an assistant auditor for the CB.
A CB must provide suitable evidence of its auditors’ qualifications and experience:
7.4.1 < 5 auditors: Where a CB has less than five auditors, a resume (curricula vitae) andcertificates/qualifications of existing auditors shall be provided as evidence. The selection
criteria/qualification requirements and any in-house training/awareness program shall be
submitted for engagement of new auditors.
7.4.2 5 or more auditors: Where a CB has 5 or more auditors, the selection criteria/qualification
requirements and any in-house training/awareness program shall be submitted forengagement of new auditors. A table summarizing existing auditors’ qualification against
7.2 is required and resumés (curricula vitae) and qualifications of three auditors are
required.
7.4.3 CBs are encouraged to implement capacity building among auditors, including sharing of
information and developing new auditors.
Auditing personnel may be employed directly by the CB or be independent personnel working undercontract to the CB.
The CB shall only outsource certification activities to an external body that fulfils the samerequirements specified in this section of GSTC-Accredited Manual as the CB itself, or that complies
with the GSTC-Accredited Manual requirements for a certification body. This includes outsourcing
to an external body to provide auditing services. The CB shall:

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7.6.1
7.6.2
7.6.3

Take responsibility for all outsourced activities
Have legally enforceable agreements with all bodies that provide outsourced services
Have procedures for checking that such bodies are adhering to this agreement and fortaking any necessary corrective action.

Personnel involved in the certification process shall sign a document that commits them to abideby the rules of the CB, including matters relating to confidentiality and conflict of interest.
The CB shall identify the training needs of personnel and provide training to ensure that they arecompetent to fulfil their functions. Personnel shall understand the GSTC-Recognized standard used
and other requirements for certification.
The CB shall establish procedures for monitoring personnel performance. This should involve
review of audit reports, feedback from clients and observation of audits. The results of thismonitoring shall be communicated to auditors together with any recommendations to improve
performance.
The CB shall maintain a record of all personnel used, including their relevant qualifications, level ofexperience, training received and, for organizations with 20 or more employees, performanceappraisals.

8

Information and Confidentiality
The CB shall make publicly available and easily accessible, without charge, information on thefollowing:
8.1.1 The CB, its location(s) and contact details
8.1.2 The rules for granting certification and the evaluation procedures and certification
process
8.1.3 A description of the charges made to clients
8.1.4 A description of the rights and duties of certified clients in how they should refer to thecertification and identify themselves with it
8.1.5 Information about how to make complaints and appeals and how these will be handled.
The CB shall identify the GSTC-Recognized Standard(s) to which certification is offered.
8.2.1 The CB may restrict access to documentation which reveals the proprietary systems
used in audits.
The CB shall provide certified clients with a formal, signed certification document which identifies:
8.3.1 The name and address of the CB and of the client
8.3.2 The services covered by the certification
8.3.3 The GSTC-Recognized Standard(s) to which the services comply
8.3.4 A unique record number or code
8.3.5 The dates of granting and of expiry of the certification.
The CB shall provide clients with rules on references to the certification that can be made byclients and the use of any certification mark or logo.
Any mark or logo shall be traceable to the CB.
The CB shall monitor and control the use of any mark or logo and any references made to the
GSTC-Recognized Standard and shall take action to deal with any incorrect or misleading use.
8.6.1 Monitoring and control shall address any use of the certification logo or mark by uncertified parties, and discontinuation of use where certification has been terminated orwithdrawn.

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The CB shall keep up to date a directory with details of all services certified by them and shall makethis publicly available and easily accessible.
The CB shall develop and implement a written policy which expresses its commitment toconfidentiality. This shall include:
8.8.1 Informing its clients of the information it intends to make public
8.8.2 Requiring all personnel to abide by the confidentiality policy
8.8.3 Informing the clients of any information that it may be required to make available by law
8.8.4 Agreeing with the client on the release of any information required for other purposes,
such as handling complaints.

9

Certification Process
The CB shall have a consistent, systematic and documented process for conducting evaluation ofclients and determining whether or not to grant certification.
Upon receipt of an application for certification, the CB shall:
9.2.1 Ensure that the client is fully aware of the process and costs
9.2.2 Clarify the certification required and the scope of activities to be covered
9.2.3 Obtain initial information about these activities, relevant to planning the evaluation
9.2.4 Reach agreement to proceed
9.2.5 Plan the evaluation process.
The CB, or sub-contracted body, shall select personnel to carry out the evaluation.
9.3.1 Personnel shall not be selected by the client, but clients shall be given the opportunity toraise any objections about personnel selected, for example on grounds of conflict ofinterest.
Audit personnel shall obtain documentary evidence from the client on its policies, activities andperformance concerning the different components of the standard.
9.4.1 Audit personnel should draw any significant concerns about the conformity of
documentation to the client, and may request further information.
9.4.2 A period may be allowed for non-conformities to be addressed and reported to the CB.
Audit personnel shall conduct a visit to the premises of the client.
9.5.1 The visit shall involve:a) Interviews with key personnelb) Obtaining objective evidence that demonstrates conformity or non-conformity with
the GSTC-Recognized Standard and other certification requirementsc) Observation of the premises where the tourism service is delivered.
Audit personnel may undertake consultation with stakeholders within or external to the client toclarify aspects of the client’s activity and performance.
9.6.1 Audit personnel should undertake consultation where there is significant doubt about thesufficiency, quality, or veracity of information supplied by a client.
9.6.2 The client shall be informed in writing about any stakeholder consultation undertaken.
At the end of the visit, Audit personnel shall have a closing meeting with the client to present thefindings of the audit process. Audit personnel should:
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9.7.2
9.7.3

Seek clarification and comment from the client, and a commitment as to when any nonconformities identified are to be addressed
Explain to the client that this exchange of information does not pre-determine theoutcome of the certification decision.

Audit personnel shall prepare a written report of audit which:
9.8.1 Sets out the process of the audit, including dates, documents scrutinised and interviewsheld
9.8.2 Identifies areas of non-conformity with the standard
9.8.3 May include comments and recommendations relevant to the decision on whether togrant certification
9.8.4 Provides sufficient detail to enable a certification decision to be taken
9.8.5 Is made available to the client, in full or in summary form.
The CB shall invite the client to correct any non-conformity identified within a specified time period
and inform the CB when this rectification has been completed.
9.9.1 The CB shall then implement a suitable re-evaluation process to verify conformity in theseareas.
The CB shall assign one or more individuals to review all information and results from the evaluationand make a decision on whether or not to grant the certification.
9.10.1 This decision shall be documented.
9.10.2 Individuals involved in making this decision shall not include those involved in undertaking
the audit.
The CB shall communicate to the client the results of the decision.
Audit Frequency and Intensity
9.12.1 Audit Procedure – The CB shall define and document procedures for audits and shall require
these procedures to be followed by assurance providers consistently across the CB’s system. The
procedures shall include at least the following:
1. Frequency and intensity of audits
2. Sampling protocol for audits (unless 100% sample is used)
3. Structure of the audit team (if audit team is used);
4. Minimum set of issues that need to be checked in every audit;
5. Time needed for an audit;
6. Documentation to be reviewed;
7. Timelines for submission of completed reports, following audits;
8. Minimum content of audit reports, including a requirement for auditors to explain theirrationale for their choice of samples in the audit
9.12.2 Audit Plan - The CB shall plan on-site and off-site audit activities and duration taking accountof:
1. The proposed or actual scope;
2. The management system used by the client;
3. The Standard the client will be audited against;
4. The need to allow sufficient time to verify the effectiveness of the client’s management
system for the proposed scope;
5. Opportunities to synchronize and combine audits with other audits where possible andappropriate.
6. The CB shall determine the number and type of sites to be audited as follows:a. For single and multi-site certificates, every site shall be audited.
b. For Group certificates, sites shall be audited according to section “Eligibility for Groupcertification”
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7. The CB shall plan an audit duration of at least 1 day on-site for single and multi-site clientsthat:a. Are in a country with a score below 41 in Transparency International’s latest
Corruption Perception Index (http://CBi.transparency.org);b. and in special circumstances, the planned audit duration for a company may be lessthan 1 day. In these cases, the CB shall document a justification for the reduced audit
time in the audit checklist considering as well the size and scope of the organization
being audited.
9.12.3 Frequency and Intensity – The CB shall set the audit frequency and intensity to be
employed. Where a CB uses a risk based approach to determine audit frequency and intensity,
the CB shall develop a procedure that identifies the risk factors to assess the risk level of clients,
the overall risk categorization, and the resulting audit frequency and intensity associated witheach risk category.
DEFINITIONS
1. Audit Duration: Audit duration for all types of audits is the effective time measured in auditor
days required to carry out auditing activity.
2. Auditor Day: The duration of an auditor day is normally 8 hours and may or may not include
travel time or lunch depending upon local legislation.
3. Risk Category: For sustainability management systems, the provisions specified in thisdocument are based on two primary risk categories relating to the type and sensitivity of theenvironment.
Risk categories to determine audit frequency and intensity
The provisions specified in this document are based on two primary risk categories relating to thelikelihood and consequence of the environmental impacts of an organization that fundamentallyaffect the auditor time, frequency and intensity of the audit.
These are:High Risk – environmental impacts with significant likelihood and consequence (typicallyorganizations with significant environmental impacts);o Minimum Frequency & intensity: Full Onsite audit once every two years, plus a Fulldesk audit each year on between.
▪ Onsite – Desk Audit – Onsite.
Low Risk – environmental aspects with low likelihood and consequence (typically organizationsin an existing urban environment with few or minimum environmental impacts);o Minimum Frequency & intensity: Full Onsite audit every two years.
▪ Onsite – Surveillance - Onsite
9.12.4 Risk Assessment
1. Each CB before performing audits, must define the level of risk of the organization.
2. The organization must identify its level of environmental risk and document an effective
sustainability approach, appropriate to the scope of its operations.
3. If an organization is located in a Sensitive Area, this organization will be categorized as 'high"risk.
4. Sensitive areas include but are not limited to world heritage listed areas, areas set aside forenvironmental and/or cultural protection, marine parks, beaches, rivers, lagoons,wetlands/swamps, alpine/artic areas, tropical islands/coral reefs, national/state parks, areas
set aside for indigenous people or specific national and state or regional environmental, socialand cultural legislation requirements.
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5. If an organization’s environmental risk is categorized as "high" a documented Environmental
Management System (EMS) is required.
6. If an organization's environmental risk is categorized as "low" a documented Risk Assessment
and Environmental Action is required.
7. All levels of risk are subject to ratification by the CB.
Note: The Risk category of the company is determined by the above and not by company size,
financial turnover (revenue), or other financial aspects.
9.12.5 Sampling within the Audit
1. The CB shall define the sampling procedure that auditors shall use during the audit andshall provide this direction to assurance providers. The procedure shall require that theauditor, rather than the client, chooses the sample. The sampling procedure shall include,at minimum:
2. A description of when sampling is to be employed in the audit; and3. Guidelines for the type of sampling and size of the samples to be employed in each
instance.
4. Guidance: Sampling in the audit can include choosing which documents or records toreview, which sites to visit, or what issues to focus on. Sampling procedures on-site cannot
be strictly dictated ahead of time as auditors must be free to use their judgment inchoosing samples. Standards system owners therefore need to provide detailed guidance
that will lead to consistent on-site sampling procedures
Recommendation:• To include audit duration and/or sampling sizes requirements in all certification requirements.
Certification Options• There may be several certification options available to an applicant.
• The CB shall evaluate each applicant to determine which certification option(s) the applicant
is eligible or and which option will be best suited to their needs.
Options for Certification
Certification
options

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Single2

Multi-Site

3

Group

Applies toOrganizations operating out of one site (a single
location with one physical address)
Organizations at more than one location (physicaladdress). All sites are individually audited against
the GSTC Standard, although not all requirements
would necessarily apply to all sites.
Organizations with numerous locations – this could
be a group of individual enterprises or one company
with numerous sites. Under this option, the group
designates a central office function that establishesinternal controls and is responsible for site
compliance. The CB audits the central office and asample of sites against the Group GSTC Standard,
instead of every site receiving an audit as in a multisite certificate.

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9.12.6 Eligibility for Group certification - The CB shall determine that an applicant is eligible forgroup certification against the GSTC Standard if all the following criteria are met:
1 The proposed group’s central office is a legal entity with whom a contract can be made.
2 All sites undertake substantially similar activities
3 The entire group operation is within one geographic region; or if they are not, the group can
be stratified for sampling.
4 The same written language is used at all sites and can be read by all site managers or, if
translations are provided, adequate document control procedures are in place to ensure
version consistency across different languages.
5 The proposed group’s central office is capable of objectivity in audit and decision making.
6 The proposed group’s central office can demonstrate through their application anunderstanding of the GSTC Standard such that it is likely that they will be able to qualify forcertification.
9.12.7 Ineligibility for certification - The CB shall check if applicants for GSTC certification:
1. Have had their certificate withdrawn within the last 2 years.
2. The CB shall not issue a new certificate until at least 2 years from the date that the certificate
was withdrawn.
3. Have had their certificate suspended within the last 6 months:
a. The CB shall not issue a new certificate until at least 6 months from the date ofsuspension.
b. Where the certificate holder has cancelled their certificate during suspension, the CB
shall not issue a new certificate until at least 6 months from the date of suspension.
4. The CB shall require the applicant to declare any association to entities that have beensuccessfully prosecuted for forced labor and environmental violation.
5. If an entity belonging to or currently contracted by an applicant has been successfullyprosecuted for violations of laws on forced labour and environment in the last 2 years, thisentity shall not be allowed to continue in the GSTC certification process.
9.12.8 Certification program with multilevel award system.
If a certification program gives the option to obtain an award based on the performance level orcompliance, the lower award level must comply with all GSTC Criteria and hold a valid and current
Recognized status in GSTC.
Example: Certification programme X award hotels in 3 levels: Bronze, Silver, and Gold. The Bronze
level of this certification program must comply with all GSTC Criteria and hold a valid and current
Recognized status in GSTC.

10 Renewal, Monitoring and Termination of
Certification
The certification’s validity shall be not greater than three years from the date on which it was
granted as shown on the certification document.
10.1.1 Should the certification validity be greater than two years, the CB shall undertake at least
one on-site visit to monitor the performance of the client during this period.
The CB should notify the client of the need for renewal of certification in sufficient time for a recertification process to be carried out prior to the end of the current validity period.
Certification renewal shall follow the requirements for certification set out in this manual.
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If certification has not been renewed by the expiry date, the CB shall terminate the certification.
10.4.1 The CB shall inform the client that it is no longer certified and require that it remove allreferences to its previous certification.
10.4.2 The CB shall monitor the client’s conformity with instructions in 10.4.1 for a period of
twelve months or longer.
10.4.3 The CB shall adjust its records and make publicly available information to reflect thistermination.
The CB shall carry out monitoring of a certified client’s activities to check that conformity with thestandard is being maintained.
10.5.1 Monitoring shall include a requirement that the client undertakes an annual selfassessment and prepares a report and statement of compliance.
Should the CB have any concerns about the client’s conformity with the standard, as may arise
from monitoring, notified changes, complaints (see section 11) or other information received, itshould investigate the situation and if necessary instigate a re-certification process.
The CB shall have the right to suspend or terminate the certification upon finding any nonconformity. The CB shall inform the client of the reasons for suspension or termination and takeaction as specified in 10.4.

11 Appeals and Complaints
The CB shall record all appeals and actions taken to resolve them.
The CB shall have a documented appeals procedure for receiving, evaluating and making decisions
about appeals made by clients against the certification decision. This procedure shall include:
11.2.1 Acknowledging receipt of the appeal
11.2.2 Investigating the appeal in a timely manner
11.2.3 Gathering any necessary information
11.2.4 Making a decision on the appeal, which should be approved by an individual(s) not
involved with the original certification decision
11.2.5 Informing the appellant of the outcome of the appeal
11.2.6 Taking all necessary actions to resolve any issues arising.
The CB shall record all complaints and actions taken to address them.
The CB shall have a documented complaints procedure for receiving, evaluating and making
decisions about complaints against the CB or against a client. This procedure shall include:
11.4.1 Acknowledging receipt of the complaints
11.4.2 Confirming whether the complaint relates to the certification scheme
11.4.3 Investigating the complaint in a timely manner
11.4.4 Drawing the complaint to the attention of any client involved
11.4.5 Gathering any necessary information
11.4.6 Making a decision on the complaint, which should be approved by an individual(s) not
involved with certification activities related to the complaint
11.4.7 Informing the complainant and client of the outcome of the complaint
11.4.8 Taking all necessary action to resolve issues arising.

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12 Management System
The CB shall have a management system that is described in a manual or a set of linked
documentation, which:12.1.1 Is appropriate to the size and complexity of the organization.6
For small organizations, a complex system is not required, but the seven basic areas of
ISO/IEC 170657 should each have policies and procedures.
12.1.2 May be in any form of media.
12.1.3 Should include the CBs objectives and the policies and procedures for managing andoperating it.
The policies and procedures should not impose an excessive burden on the certification
program, but must ensure that records of all actions taken with respect to clients are
documented and that these documents are handled according to established policies andprocedures, as well as the records of training, decisions, appeals, etc.
Shall be accessible to relevant personnel and be understood by them.
The CB shall have procedures for the control of documents. These shall cover the adequacy,
updating, changing, identity, legibility, use, distribution, removal and disposal of documents.
It is essential, even for the smallest organization, that all documents are properly managed.
The CB shall have procedures for the control of records. These should cover the identification,
storage, protection, retrieval, retention and disposal of records.
Records can be digital or on paper.
The CB shall conduct a regular internal audit of its procedures to verify that the management systemis effectively implemented.
12.5.1 Internal auditors shall not audit their own work.
12.5.2 Results of internal audits shall be made known to personnel with the responsibility forthe areas that have been audited.
For very small organizations, this can be conducted as a group effort of all personnel. ISO 19011
provides guidelines for conducting internal audits.
The CB shall review the continuing suitability of its management system at least once every 12
months. The review shall be based on information from a variety of sources, including internal
audit, inputs from personnel, feedback from clients, complaints and appeals.
For very small organizations, this can be conducted as a group effort of all personnel.
The CB shall take action to address actual and potential weaknesses in its operations, including nonconformities with the requirements of this section. The actions taken and the results achieved shallbe recorded.
The CB should gather and record evidence on the impact that the presence of the certification
scheme has had on its clients and their sustainability policies and actions.

6 Guidance on management system requirements for very small organizations is shown in italics. For further guidance, see ISO/IEC

17065.
7 According to ISO/IEC 17065, section 8, a certification body must: EITHER have a management system that addresses: a) generalmanagement system documentation (e.g., manual, policies, definition of responsibilities (8.2); b) control of documents (8.3); c)
control of records (8.4); d) management review (8.5); e) internal audit (8.6); f) corrective actions (8.7); and g) preventive actions (8.8)
OR have established and maintain a management system, in accordance with the requirements of ISO 9001.
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13 Languages
A CB may only certify using languages for which there is a GSTC-Recognized standard.
13.1.1 The auditor must be proficient in that language.
In the event an enterprise or destination being certified has a business language for which there isa GSTC-Recognized standard, however a sizable proportion of the staff of the enterprise/destination
being audited speak mainly another (local) language, the auditor may undertake the Audit
accompanied by a capable translator.
13.2.1 In this event it is expected that the vast majority of documents are in the language of the
GSTC-Recognized standard, and only spoken word translation is required. The
enterprise/destination
may
use
local
language
documentsfortraining/awareness/management purposes with its staff and stakeholders, these may betranslated to the language of the GSTC-Recognized standard by theenterprise/destination for the auditor’s review.
In the event an auditor does not speak the language of the enterprise/destination an audit may becompleted only with certified translation of documents and using a qualified translator during theaudit.

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SECTION C: PROCESS FOR ASSESSINGAPPLICATIONS FOR GSTC-ACCREDITED
14 GSTC-Accredited Application
Application Form
An application for GSTC-Accredited must be made by a CB on the current version of the GSTCAccredited Application, based on this GSTC-Accredited Manual v.1.2.

Documentation Requirements
A formal statement, signed by the CB chief executive officer (CEO) or board/committee chairperson,
ensuring that all the GSTC-Accredited Requirements and other aspects of this Manual are met andthat the Certification Program assumes formal responsibility to remain in conformity with the GSTCAccredited Requirements.
An overall description of the CB.
The rules of the CB (the formal document that establishes the program)
Documentation describing how the CB demonstrates its compliance with the GSTC-Accredited
Requirements of this Manual referring to:
14.5.1 Structure and responsibility (clause 3 of this Manual)
14.5.2 Scope and accessibility (clause 4 of this Manual)
14.5.3 Policies and practices about impartiality and conflict of interest (clause 5 of this Manual)
14.5.4 Financial stability and liability (clause 6 of this Manual)
14.5.5 Professional capacity (clause 7 of this Manual)
14.5.6 Policies and practices for information and confidentiality (clause 8 of this Manual)
14.5.7 Description of the certification process (clause 9 of this Manual)
14.5.8 Procedures for renewal, monitoring and termination (clause 10 of this Manual)
14.5.9 Procedures to deal with appeals and complaints (clause 11 of this Manual)
14.5.10 Description of the management system it has implemented (clause 12 of this Manual)
14.5.11 Procedures for handling certification in a non-standard language (clause 13 of thisManual)14.5.12 Description of policies and procedures to use and protect its certification marks, including
licensing
Curriculum vitae or a description of the competence, qualification, education and experience of the
CEO and relevant personnel involved in the management of the CB
Documentation describing how the CB ensures and demonstrates compliance with the professional
capacity required for a CB as set in clause 7 of this Manual shall include:
14.7.1 Competence criteria for personnel involved in the certification process
14.7.2 A description of the procedures to manage and perform audits
14.7.3 How competence of the personnel is managed and monitored
CV or a description of competence/qualification, education and experience of the personnel
responsible for the technical management of the CB. This documentation can be single specificdocuments, or the information can be in different documents and records. In the latter case, asimple cover document is required, describing the relationship among the other documents
submitted.
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Properly Made GSTC-Accredited Application
A GSTC-Accredited Application will be considered properly made when a completed GSTCAccredited Application, with attached required documents and the appropriate fee has been
received by the GSTC. The Panel will determine whether or not a witnessed audit is required. For
that reason, the costs of conducting a witnessed audit are NOT included in the published price of
the GSTC-Accredited application, and the applicant will be liable to cover the additional expensesof the GSTC auditor’s travel expenses plus professional fees if the Panel requires the audit.

15 GSTC-Accredited Process
Process for Evaluation
This section describes how a Certification Program (CB) will be evaluated to determine whether itmeets the GSTC-Accredited Requirements to achieve GSTC-Accredited status. Criteria to be Applied
A CB may certify against either:
15.2.1 A GSTC-Recognized Standard that it owns.
15.2.2 The GSTC Criteria and their Indicators and Guidance (e.g. GSTC Hotels and Tour
Operators; and/or GSTC Destinations).

GSTC-Recognized Standard
In the case of 15.2.1, the CB shall be able to show that it owns a GSTC-Recognized certification
standard and any associated trademarks and labels.
The CB shall assess the conformity of the client’s tourism services against the requirements of a
GSTC-Recognized Standard.
15.4.1 All criteria in the GSTC-Recognized Standard which are equivalent to the GSTC Criteria
must be mandatory for conformity.
The CB shall define the scope of the certification, specifying those services and locations that havebeen assessed against the recognized standard.

Adopting GSTC Criteria
In the case of 15.2.2, a CB must develop a guideline/application/evaluation tool (evaluation tool)
which fully adopts the relevant GSTC Criteria and Indicators (and any published GSTC guidance) as
in force at the time.
15.6.1 The evaluation tool shall set out guidance for compliance and assessment of each GSTC
criterion and indicator.
15.6.2 The evaluation tool shall be supported by guidance on types of evidence required andmeasures expected to meet criteria and indicators for the sectors to be audited.
15.6.3 If the CB operates within specific jurisdictions/countries/climates specific guidance on
local application of the criteria may be included within the guideline/evaluation tool.
In the case of 15.2.2, the CB must ensure all criteria are applied as mandatory. Any exceptional
circumstances where a criterion is not applied must only be in the circumstances set out in the"criteria application" section of the relevant GSTC criteria.

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Omission of Requirements
GSTC-Accredited Requirements may be omitted without prejudice to GSTC-Accredited status only
where the Requirement is not applicable, given the scope of the certification program.

Reliance on Legislation
In some situations, where a CB is used in only one country or a smaller region (i.e. one legal
jurisdiction), the applicant may choose to demonstrate that a GSTC-Accredited Requirement is fully
covered by legislation. In such a case:a) the specific law(s) must be identified;b) evidence must be provided that the relevant law(s) are enforced; andc) the CB’s manual must require tourism enterprises to demonstrate compliance withapplicable laws.
Acceptable evidence may include:
15.10.1 a requirement for a legally-binding sworn statement by the organization to be certified
with respect to compliance with specific, named laws and regulations;15.10.2 text from the CB's manual or standard indicating that compliance with specific, named
laws and regulations will be verified during the assessment.
In this case the GSTC-Accredited status will only apply for the standard in that area of legal
jurisdiction.

GSTC-Accredited Application
CBs wishing to have their certification program GSTC-Accredited, if the CB complies with therequirements established in point 1.9, shall download, or otherwise obtain copies of, the GSTCAccredited Manual v1.2 and associated GSTC-Accredited Application documents which provide
details of the process.
The CB shall complete all sections of the form “GSTC-Accredited Application”.
The CB shall indicate the degree of correspondence between its own program and the GSTCAccredited Requirements, through completing a matrix provided in the GSTC-Accredited
Application. This involves mapping the program's policies, practices and procedures against each
GSTC-Accredited Requirement, including a summary of compliance and reference to specific clauses
in attached documents.
The CB:
15.15.1 May be required to justify their belief that any or all of the aspects of its program
correspond to all GSTC-Accredited Requirements.
15.15.2 Shall justify any variations between their program and the relevant GSTC-Accredited
Requirement.
Where a CB believes that there is justification for non-inclusion of a GSTC-Accredited Requirement,
it may indicate this. In all such cases, it shall provide a written, evidence-based justification for thisnon-inclusion.
15.16.1 Evidence shall demonstrate that the element is not an issue for the sustainability of
tourism in any of the countries and types of tourism enterprise certified by the CB.
15.16.2 Justification shall not be based on a difference in the meaning and coverage of sustainable
tourism between the CB and the GSTC.
In the form “GSTC-Accredited Application”, the certification program shall undertake to:15.17.1 Complete the sections of the form “GSTC-Accredited Application” relating to theownership and operations requirements for the scheme.
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15.17.2 Give the GSTC all updated versions of their GSTC-Recognized standard within 10 days of
it being updated or in any way changed.
15.17.3 Give the GSTC all updated versions of any documentation relied on for the GSTCAccredited status within 10 days of it being updated or in any way changed.
15.17.4 Abide by GSTC’s requirements for GSTC-Accredited status.
15.17.5 Follow the GSTC-Accredited Manual processes in the event of a complaint or an appeal.
15.17.6 Inform the GSTC of any substantial changes to the ownership and/or management of theCB.
The GSTC will not reveal the names of certification programs that have applied for GSTC-Accredited,but have not completed the process, have been GSTC-Accredited or which have not achieved GSTCAccredited status. The results of the evaluation of the CB are confidential, with the results available
only to the GSTC Secretariat and Accreditation Panel. Only those CB's that are GSTC-Accredited will
be publicly identified.

GSTC Assessment of Applications
The CB must pay the relevant application fee before a GSTC-Accredited Application will be assessed.
The completed GSTC-Accredited Application form together with all the documentation requested
shall be reviewed for completeness by GSTC technical staff, who may request further informationand documentation.
Once satisfied that the application is complete, GSTC will appoint a reviewer to undertake theassessment. The reviewer may be a GSTC staff member permanently appointed to review all CB's,
except in cases of conflicts of interest or the appearance thereof.
The appointed reviewer(s) shall undertake an assessment of the equivalency of the CB against the
GSTC-Accredited Requirements. The reviewer(s) shall:
15.22.1 Draw the attention of the CB to any GSTC-Accredited Requirement where the program
appears not to address the requirement, and ask for further clarification or evidence if
required.
15.22.2 Write an evaluation report based on the assessment of the compliance of the program to
the GSTC-Accredited Requirements.
15.22.3 Submit the report to the CB owner for comment, with a request to either correct any
areas where compliance has not been established (prior to further consideration); or seek
agreement to addressing potential conditions to correct any areas where compliance has
not been established.
15.22.4 Update the report on receipt of the requested information from the CB.
The reviewer(s) shall make a recommendation on whether or not GSTC-Accredited status should be
granted in a final evaluation report.
15.23.1 A positive recommendation shall be made if the reviewer(s) involved believes that the CB
addresses all GSTC-Accredited Requirements.
15.23.2 A negative recommendation shall be accompanied by a summary of which areas are felt
not to be compliant with the GSTC-Accredited Requirements, and of the views of thecertification program on compliance of those areas.
15.23.3 A recommendation of the requirement for a witnessed audit shall be made if thereviewer(s) believes that further evidence is required prior to reaching a decision.
The reviewer shall forward to the Chair of the GSTC Accreditation Panel a copy of the final
evaluation report, including the recommendation.

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When requested by the Accreditation Panel, GSTC shall arrange and undertake an audit of acertification audit chosen randomly from those scheduled in the relevant time period. The auditor
may or may not be the same person as the desktop reviewer of the application.
The CB will be required to meet to costs of the witnessed audit.
The appointed auditor shall prepare a report of the witnessed audit, covering the following areas:
audit preparation; communication with client; gathering and use of evidence, including observationand document review; identification of non-conformities; knowledge and skills of auditor(s) andability to apply in audit situation; overall assessment of application of CB procedures. A GSTC form
will standardise and document the audit process. The appointed auditor will submit the report to
the Chair of the Accreditation Panel.

GSTC Accreditation Panel Decision
The Chair of the GSTC Accreditation Panel shall appoint a sub-group of three Panel members.
The GSTC Accreditation Panel shall review the evaluation report, together with a report of awitnessed audit if requested, and make a decision on whether or not to grant GSTC-Accredited
status for the CB.
The Panel may decide to grant GSTC-Accredited (Conditional) status if there are a limited numberof GSTC-Accredited Requirements which the Certification Panel consider can be rectified by the CB.
The Chair of the GSTC Accreditation Panel shall inform the certification program of the Panel’sdecision on granting GSTC-Accredited status:
15.31.1 If the decision is not to grant GSTC-Accredited status, the GSTC Accreditation Panel shallspecify what if any steps the certification program must take before GSTC-Accredited canbe granted.
15.31.2 Should the certification program subsequently submit further information or a revised
GSTC-Accredited Application, the process shall recommence.
If the decision is to grant GSTC-Accredited with conditions to be met by a specified date, thecertification program shall:
15.32.1 Commit to meet the conditions by the specified date.
15.32.2 Acknowledge that no publicity or claims may be made about the GSTC-Accredited(Conditional) status.
15.32.3 Acknowledge that GSTC-Accredited (Conditional) status will be withdrawn if theconditions have not been met by the specified date.
15.32.4 Agree to submit evidence to the GSTC that the conditions have been met prior to thespecified date.
A fee may be applicable for re-lodgement and re-assessment of a CB which has received GSTCAccredited (Conditional) status.
If the decision is to grant GSTC-Accredited status with or without conditions, the GTSC shall provide
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16 Expiry and Renewal Process
Expiry of GSTC-Accredited Status
GSTC-Accredited status will apply to a certification program until the earlier of:
16.1.1 The certification program amends their policies, procedures or practices
16.1.2 The majority ownership of the certification program changes
16.1.3 The standard used by the GSTC-Accredited program is no longer GSTC-Recognized
16.1.4 Two years from granting of initial or previous renewal of GSTC-Accredited status.

Renewal of GSTC-Accredited Status
If the GSTC-Accredited status of a CB has expired, the CB may apply for a renewal (preferably threemonths prior to the expiry).
16.2.1 If there have been changes to the ownership, management or any policies and procedures
a new GSTC-Accredited Application may be required to be completed; or
16.2.2 If there have not been changes to the ownership, management or any policies andprocedures a GSTC-Accredited (Renewal) Application may be completed.
16.2.3 GSTC Accreditation Panel can request, at any time, in the renewal process a witness audit
to the CB.

Amendment of GSTC-Accredited Requirements
If the GSTC-Accredited Requirements have been amended by the GSTC, the GSTC Accreditation
Panel will give due notice to GSTC-Accredited CBs of any changes made to the GSTC-Accredited
Requirements and subsequent actions that they may be required to take upon expiry of theircurrent GSTC-Accredited status:
16.3.1 A new GSTC-Accredited Application may be required to be completed; or
16.3.2 A GSTC-Accredited (Renewal) Application may set out the revised or additional
requirements in a short form matrix (including the full individual criteria andcomponents).
16.3.3 If the GSTC-Accredited Manual is changed during the period of a CB's GSTC-Accredited
status (i.e. up to two years), no action is required of the CB until renewal upon the expiryof the GSTC-Accredited status.

Amendment of a GSTC-Recognized Standard
The GSTC-Accredited status of a CB only applies whilst the standard is GSTC-Recognized.
Should a standard be no longer GSTC-Recognized the certification program has a twelve-month
period in which to re-apply or renew the GSTC-Recognized status of the standard in accordancewith the GSTC-Recognized Manual.

Ongoing Suitability of a Certification Program
Should the GSTC Accreditation Panel have reason to be concerned about the ongoing conformity ofan already GSTC-Accredited program with the GSTC-Accredited Requirements, it may require thecertification program to provide further information, and may, as an ultimate sanction, withdraw
the GSTC-Accredited status.
GSTC Accreditation Panel can request, at any time, a witness audit to the CB without previous
announcement.
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17 Appeals Procedure
Complaints
Any complaints made about matters relating to GSTC-Accredited processes shall be submitted to
the GSTC.
The GSTC shall forward complaints to the GSTC Accreditation Panel, who will discuss the complaint
with the complainant and / or certification program and agree appropriate action.
The GSTC shall record all actions taken and communicate the outcome of the complaint to thecomplainant.

Appeal by a Certification Program
An appeal by a certification program against an GSTC-Accredited decision may only be due to:17.4.1 Refusal by the GSTC to accept its application for GSTC-Accredited status
17.4.2 Refusal to proceed with a GSTC-Accredited evaluation
17.4.3 A decision to refuse, suspend or withdraw GSTC-Accredited status and any other actionthat impedes the attainment of GSTC-Accredited status.
The grounds for an appeal are limited to:a) An appeal based on the grounds that the GSTC has not followed its own procedures or met
the GSTC-Accredited Manual; orb) An appeal based on the grounds that the GSTC has incorrectly interpreted the GSTCAccredited Requirements.
Notifications of appeal shall be received within 30 days of the GSTC Accreditation Panel decision
being communicated to the CB, and shall be directed to the GSTC Executive Director (GSTC CEO).
The appeal notice does not have a set format but shall:
17.6.1 Be in writing and signed by the appealing certification program or its legal representative
17.6.2 Specify the grounds on which the appeal is made17.6.3 Be accompanied by relevant documented objective evidence
17.6.4 Indicate what steps were taken to resolve the issue prior to lodging the appeal
17.6.5 Contain an agreement to pay the costs of the appeal process, if and as allocated by the
Appeals Panel
17.6.6 Contain an agreement to adhere to all terms and provisions of this procedure.
The GSTC CEO shall verify that the conditions for appeal set out above have been met, and if not,shall so advise the appellant.
If and once conditions have been met, the GSTC CEO shall formally acknowledge receipt of theappeal.
An Appeals Panel shall be established by the GSTC Board and its membership notified to theappellant.
Appeals Panel Terms of Reference and operating procedures are described below, but may beamended in the sole discretion of the Appeals Panel to suit the nature of the appeal.
Copies of the Appeals Panel decision shall be forwarded to the appellant and GSTC personnel as
appropriate by the Appeals Panel secretary within seven days of the decision being made.
The GSTC shall be responsible to ensure that the appellant undertakes any required actions, and fortaking any actions it is responsible for.
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The GSTC shall verify that effective actions have been taken.
The decision of the Appeals Panel shall be binding on all parties and no further appeal on the same
matter shall be accepted.
The Appeals Panel secretary shall be responsible for keeping records of the appeal. On the
instruction of the Appeals Panel chair, these may be sealed to protect confidentiality.

Review of Appeals
Records of appeals shall be reviewed at GSTC Accreditation Panel meetings.
If the GSTC Accreditation Panel request any action from the GSTC additional to that already taken,
or actions of a more general nature, these actions shall be undertaken by the GSTC.

Appeals Panel Terms of Reference
Up to three members will be appointed to each Appeals Panel, invited by the GTSC Executive
Director on behalf of the GSTC Board.
Persons not from the Accreditation Panel shall be enrolled as Appeals Panel members to ensurethat the Appeals Panel has the expertise, balance of interests and impartiality required to make adecision.
Appeals Panel members shall be independent and impartial (no conflict of interest) to the appeal inquestion.
Appeals Panel members will be requested to sign a confidentiality agreement if they have notalready done so.
The appellant will have opportunity to object to Appeals Panel membership on grounds of themhaving a conflict of interest. The Appeals Panel shall consider such a challenge, but will not be boundto change its membership.
One Appeals Panel member shall act as chair, appointed by the Appeals Panel members.
Members will have knowledge of accreditation and standards and may seek additional advice as
they see fit.

Functions of the Appeals PanelTo decide on the validity of the appeal made by the owner of a certification program (the“Appellant”) against a GSTC decision on granting of GSTC-Accredited status.
To make a binding decision on the appeal.
To advise the parties of their final decision(s).

Procedure
The GSTC Executive Director shall appoint a staff member not directly involved with the appeal toact as secretary to the Appeals Panel.
The GSTC Executive Director shall forward all information related to the appeal to the Appeals Panelmembers.
All parties may be requested by the Appeals Panel to provide additional information, attend inperson meetings (at each party’s cost) or participate in conference calls as required.

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Reasonable efforts shall be made to ensure that all parties have an opportunity to put their case to
the Appeals Panel – generally written form is preferred.
The Appeals Panel shall make its own operating rules and procedures as necessary,
The Appeals Panel shall bear in mind the grounds for appeal:
17.33.1 Should the grounds for appeal be that the GSTC has not followed procedures, the Appeals
Panel shall limit its investigation to whether or not the procedure has been followed.
17.33.2 Where the procedure is unclear or is silent on a matter, the GSTC’s interpretation of a
GSTC-Accredited Requirement shall prevail unless it is felt by the Appeals Panel to beagainst standards and/or certification industry best practice, or against the principles ofnatural justice;17.33.3 Should the grounds for appeal be that GSTC’s has incorrectly interpreted a requirementof its own procedure, GSTC’s Accreditation Panel shall be asked to provide aninterpretation which shall be binding.
The Appeals Panel chair shall determine the most appropriate method to review the appeal. It may
be conducted by conference call, email or by meeting.
Parties may be asked by the Appeals Panel chair to present oral arguments at an in-person review
meeting. Use of lawyers for this purpose is not allowed; the parties involved shall represent
themselves.
No timescales are defined but it is recommended that the appeal review is held within 60 days ofthe formation of the Appeals Panel, and the appeal decision be made within 30 days of the Appeals
Panel’s review.
While a consensus approach to decision making is desirable, if this is not possible the appeal
decision shall be made by simple majority vote. In the event of a tied vote, the Chair of the Appeals
Panel shall have a casting vote.
The Appeals Panel will communicate their decision to all parties, which will be binding and nofurther appeal shall be permitted.
Where required the GSTC CEO will take follow-up action.
On completion of the appeal all records will be forwarded to the Appeals Panel secretary for
retention.

Costs
The cost of hearing an appeal shall be determined by the GSTC.
The Appeals Panel shall determine the apportionment of the costs of the Appeal.
In apportioning costs, the Appeals Panel shall commence with the assumption that cost should beborne equally between the appellant and the GSTC.
Should the Appeals Panel consider that the appeal is frivolous and without merit, it may require theappellant to pay a proportion of up to 100% of the costs.
Should the Appeals Panel consider that the GSTC has acted in a way that does not display all due
diligence, it may require the GSTC to pay a proportion up to 100% of the costs.
In the event that the appellant has been ordered to pay the costs, or part of them, the appellant
will be under obligation to pay the amount due to the GSTC within ten days of the date of thedecision.

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18 Fees
GSTC-Accredited Application
A CB will be required to pay a fee for the process of accrediting its certification program.
Fees must be paid upon application and before the GSTC-Accredited Application is considered.
The fee is set out in the GSTC-Accredited Application.
The Panel will determine whether or not a witnessed audit is required after reviewing theassessment provided to the Panel. For that reason, the costs of conducting a witnessed audit are
NOT included in the published price of the GSTC-Accredited application, and the applicant will be
liable to cover the additional expenses of the GSTC auditor’s travel expenses plus professional fees
if the Panel requires the audit.
Fees are available on request to the GSTC.

Pre-Lodgement Advice
A CB (for an agreed fee) may request pre-lodgement support/advice by GSTC technical staff.
Technical staff may provide comments on a standard, or comment on a draft GSTC-Accredited
Application.
Such advice is offered to support CBs achieving GSTC-Accredited status, however the advice isoffered as officer level advice and is not to be considered as GSTC Accreditation Panel policy nor acommitment or liability for positive consideration.
Provision of such advice by a GSTC staff/reviewer is not a conflict of interest for undertaking thesubsequent assessment of a lodged GSTC-Accredited Application.

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SECTION D: LOGOS AND PROMOTION
19 Publicity and Promotion
GSTC Promotion of GSTC-Accredited Certification Programs
The GSTC will make publicly available a list of the GSTC-Accredited certification programs together
with a brief summary of each CB, approved for publication by the CB.
The GSTC will make publicly available and implement a clear policy on claims of GSTC-Accredited
status of certification programs. This will include surveillance of the use of those claims and taking
action against incorrect use.
GSTC may arrange publicity and promotion of GSTC-Accredited programs and tourism
businesses/products certified by a GSTC-Accredited certification program.

Promotion by GSTC-Accredited Certification Program
A GSTC-Recognized standard is not entitled to use any specific GSTC logo, but may make generalstatements that its standard is GSTC-Recognized. It may not use the term "Accredited" or similar
implication that GSTC has in any way confirmed the efficacy of the standard owner’s certification
policies and procedures.

GSTC Promotion and Market Access Benefits
The GSTC publishes a summary of the promotion and market access benefits on
www.gstcouncil.org. This is updated as required.
In terms of GSTC logo usage:
19.6.1 A GSTC-Accredited CB may use the GSTC Logo
19.6.2 A Hotel/Tour Operator/Destination certified by a GSTC-Accredited CB may use the GSTC
official Logo (subject to a license agreement being in place between the GSTC and the CB
and an annual fee paid by the CB).
GSTC-Accredited CBs may receive the following promotion by the GSTC (subject to available
resources):
19.7.1 Certification program promoted on GSTC website.
19.7.2 Announcement of achievement in GSTC newsletter, GSTC website and GSTC social media
outlets.
19.7.3 Inclusion of Certification Program’s logo on all GSTC official presentations, including
Annual General Meeting, as well as all other speaking engagements and publications.
19.7.4 Development and publication on GSTC website of case studies (i.e. written blog post,
video blog) of individual certified businesses.
The GSTC will endeavour to work with partners to promote GSTC-Accredited CB's and their certified
businesses and destination.

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20 Use of GSTC Marks
Introduction
The GSTC logos, marks and trade names are protected by the GSTC.
20.1.1 Trade names and marks include the names GSTCouncil, Global Sustainable Tourism
Council, Travel Forever, GSTC-Recognized and GSTC-Accredited.

License Agreement
Prior to using any of the GSTC’s logos, marks or trade names users (e.g. clients, standard owners,
CBs and accreditation bodies) must hold a valid license agreement with the GSTC.

Logo Terms of Use
There are three "Terms Of Use Documents" which are Appendices to the license agreement:
20.3.1 GSTC Accreditation of CBs and Recognition of Standards Program - Terms of Use - GSTC
Logo v1.2: Which sets out the rules of a CB's use of GSTC Logo.
20.3.2 GSTC Accreditation of CBs and Recognition of Standards Program - Terms of Issuance –GSTC Logo v1.2: Which sets out the rules for a CB giving the GSTC Logo to their certificate
holders.
20.3.3 GSTC Accreditation of CBs and Recognition of Standards Program - Terms of Use – GSTC
Logo v1.2: Which sets out rules for use of the GSTC Logo by certificate holders.
Having signed a license agreement, a GSTC-Accredited CB may:
20.4.1 Use the GSTC Logo in its promotion and marketing of its program.
20.4.2 Use the GSTC Logo only to promote an example of what certified businesses may display.
20.4.3 Distribute the GSTC Logo to its certified businesses only when it is also accompanied by
the Terms of Use.
20.4.4 For the use of the GSTC logo, it is subject to a "Chain of Custody" control and identified
with a unique number.
There is a royalty fee for use of the GSTC Logo by certified products. The fee is set out in the license
agreement.
To avoid any doubt, once it has signed the licence agreement
20.6.1 A GSTC- Accredited CB may use the GSTC Logo in its promotion and marketing of its
program.
20.6.2 A GSTC- Accredited CB may use a sample of the certificate-holder “chain of custody” GSTC
Logo only to promote an example of what certified businesses may display.
20.6.3 A GSTC-Accredited CB may distribute the GSTC Logo only when it is also accompanied by
the Terms of Use to its certified businesses.
20.6.4 A GSTC- Accredited CB may distribute the GSTC Logo by certificate holders only in
combination with the CB Logo.
20.6.5 A GSTC Logo should be displayed as a supplement to the CB logo and not displayed alone
by a certificate holder.

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SECTION E: GLOSSARY
21 Terms and Definitions
The following have been written to explain the meaning of terms used in this document, althoughaccount has been taken of generic definitions used elsewhere.
For those terms not defined here, the hierarchy of definitions used is
a)
b)
c)
d)
e)
f)

ISEAL Code of Good Practice for Setting Social and Environmental Standards v6
ISO/IEC 17065
ISO/IEC 17067
ISO/IEC 17011
ISO/IEC 17000
ISO Guide 2

Term

DefinitionAB

See “Accreditation Body”

Accreditation

Accreditation is the formal declaration by a neutral third party that thecertification program is administered in a way that meets the relevant
norms or standards of certification program.

Accreditation
body

An independent entity that operates in conformity with the standard
ISO/IEC 17011 and that is technically competent to accredit CBs toperform conformity assessment using a GSTC-Recognized standard.
Abbreviated “AB”.

Audit

A systematic and comprehensive process of investigation throughchecking documents, conducting interviews, observation and other
means

CB

Abbreviation for “Certification Body”

Certificate holder

A tourism enterprise, activity or service that has been certified by a
GSTC-Accredited CB or a GSTC-Accredited CB

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. Abbreviated “CB”. In
current usage, these are often referred to as “conformity assessment
bodies” or CABs, which have a slightly broader mandate. Abbreviated“CB”.

Certification
program

GSTC prefers to use the term “Certification body” in place of“Certification program”

Certification
schemeA specific, named program of certification resulting in the granting of acertificate of conformity to a tourism enterprise by a CB along with theright to display a mark associated with the scheme. It is defined by ISO
as “[the rules, procedures, and management for carrying out
certification] related to specified [services], to which the same specified

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requirements, specific rules and procedures apply.” After ISO/IEC
17067:2013
Certification
scheme owner

A person or other legal entity who owns the intellectual property
associated with a sustainable tourism certification scheme

ClientA tourism enterprise that purchases a certification service from a CB or
CB.

Conflict ofinterest

A situation where the capacity for objectivity of a person or body is at
risk

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 and operation of theirservices

Equivalent
standard

A standard whose requirements have a direct correspondence with the
GSTC Criteria. The standard may differ in presentation, or even in
substance, e.g. in providing guidance on how to meet requirements.
Equivalency for purposes of GSTC- Recognized includes harmonized,
unified, identical, unilaterally-aligned, and comparable standards.
(ISO/IEC Guide 2:2004 6.1, 6.2, 6.3, 6.8, and 6.9).

GSTC

Global Sustainable Tourism Council

GSTC
Accreditation

Accreditation provided by an accreditation body that is endorsed by the
GSTC.

GSTC
Accreditation
Panel

An independent body of the GSTC that is technically competent andimpartial, that will make decisions on recognizing sustainable tourism
standards and approving certification programs, and may endorse
accreditation body recommendations to accredit CBs.

GSTC-Accredited

A certification program that has been assessed by the GSTC and foundto be in conformity with all requirements of the GSTC-Accredited
Manual

GSTC-Accredited
Application

A correctly completed application made by a CB, requesting GSTCAccredited status using the GSTC-Accredited Application Form.

GSTC-Accredited
Requirements

The set of requirements for a CB to obtain GSTC-Accredited status, see
Section B.

GSTC Criteria
Components

The elements of each individual GSTC Criterion which are used to assess
equivalence of a tourism standard with the principles of sustainable
tourism as identified by the GSTC through the GSTC Criteria.

GSTC Criteria

GSTC Criteria are a common understanding of sustainable tourism, andare the minimum that any tourism business should aspire to reach.
GSTC produces various sets of Criteria. Current versions are available atwww.gstcouncil.org

GSTC-RecognizedStandard

A sustainable tourism standard that has been evaluated by the GSTC as
being equivalent to the relevant GSTC Criteria and has current, notexpired, GSTC-Recognized status.

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Impartiality

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

Non-conformity

The absence of, or failure to meet, an element of a standard or
performance criteria

Standard owner

A person or other legal entity who owns the intellectual property
associated with a sustainable tourism standard

Sustainable
tourism standard

A set of rules and guidelines that define the requirements of tourism
enterprises in delivering sustainable tourism. For GSTC-Recognizedstatus, the standard shall be equivalent to the relevant GSTC Criteria.

Third-party

Carried out by an individual or body that is independent of the entity
being certified or accredited

Tourismenterprise

An entity providing one or more services to tourists.

Unilaterallyaligned standard

A standard that is equivalent or comparable to the relevant GSTC
Criteria but contains further requirements not contained in the GSTC
Criteria.

Witnessed audit

An on-site assessment by a GSTC-appointed reviewer of the conduct ofa sample certification audit as part of the evaluation of a CB’sapplication for GSTC-Accredited.

Levels of requirement‘will’The body commits to undertake the specified action‘shall’The body must take the specified action to be in compliance‘should’

The body is expected to take the specified action‘may’

The body is allowed to take the specified action

Appendix A - GSTC-Accredited Application
Appendix A1: GSTC Industry & GSTC-D Accredited Application
A current version of the GSTC-Accredited Application (Matrix) is available from the GSTC on request.

GSTC-Accredited Application Version
This version is version 1.2 and has been approved by the GSTC Accreditation Panel on 10 May 2018.

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