GSTC ACCREDITATION MANUAL FOR
CERTIFICATION OF
HOTEL/ACCOMMODATION & TOUROPERATOR
Version 3.1
1 October 2023

© The Global Sustainable Tourism Council, 2023, All Rights Reserved
The Global Sustainable Tourism Council
www.gstcouncil.org
To make comments on this document, please email the GSTC at: accreditation@gstcouncil.org
Document Control
This is version 3.1 of the GSTC Accreditation Manual and replaces any and all previous versions.
Date of approval
Version 3.1 - 1 October 2023
Version Notes
The version 3.1 of the GSTC Accreditation Manual incorporates the same Section numbering as v.3.0,
ranging from Section 1 to 18. In this version, As GSTC ends the Accreditation services through third-party
organizations and provides directly Accreditation services, we modified related expressions.

2

Table of Contents
PART I: SCHEME OVERVIEW .................................................................................................................................... 5
INTRODUCTION ........................................................................................................................................................ 5
THE GSTC MARKS – SUMMARY AND BENEFITS ............................................................................................................. 6
Background ................................................................................................................................................... 6
THE GLOBAL SUSTAINABLE TOURISM COUNCIL (GSTC) ................................................................................................. 7
A COMMON AGENDA FOR SUSTAINABLE TOURISM ....................................................................................................... 8
GSTC ASSURANCE PANEL ........................................................................................................................................ 9
PRINCIPLES FOR THE IMPLEMENTATION OF THE GSTC ACCREDITATION ............................................................................ 10
STAKEHOLDER ENGAGEMENT IN CONTINUOUS REVIEW AND IMPROVEMENT OF THE GSTC ACCREDITATION ......................... 11
PART II: ADMINISTRATION OF ACCREDITATION .................................................................................................. 12
1.

MANUAL STRUCTURE ...................................................................................................................................... 12

2.

NORMATIVE REFERENCE ................................................................................................................................. 123.

GSTC ACCREDITATION MANAGEMENT ............................................................................................................ 13

PART III: ACCREDITATION - REQUIREMENTS FOR CERTIFICATION BODIES ......................................................... 14
4.

INTRODUCTION ............................................................................................................................................. 145.

SCOPE OF ACCREDITATION ............................................................................................................................ 14

6.

LANGUAGES ................................................................................................................................................. 167.

ACCREDITATION EXPIRATION AND RENEWAL ..................................................................................................... 17
Amendment of Accreditation Requirements ........................................................................................... 17
Amendment of the GSTC Criteria............................................................................................................... 17
Amendment of the GSTC-Recognized ...................................................................................................... 18
Ongoing Suitability of a Certification Program ......................................................................................... 18
Suspension, Cancelation, Extension, Withdrawal or Scope Reduction ................................................. 18

8.

CONFORMITY WITH GSTC REQUIREMENTS......................................................................................................... 19

9.

PERSONNEL COMPETENCE CRITERIA ................................................................................................................. 32

10.

AUDITOR QUALIFICATIONS, KNOWLEDGE AND SKILLS ..................................................................................... 33

Personal Attributes ....................................................................................................................................... 33
Knowledge and Skills .................................................................................................................................. 34
Education and Work Experience ............................................................................................................... 35
Maintenance and Improvement of Competence ................................................................................... 37
11.

REVIEWERS AND CERTIFICATION DECISION MAKERS: QUALIFICATION, KNOWLEDGE AND SKILLS ........................... 38

12.

INELIGIBILITY FOR CERTIFICATION ................................................................................................................. 393

13.

CERTIFICATION PROGRAM WITH MULTILEVEL AWARD SYSTEM........................................................................... 40

14.

MULTI-SITE ORGANIZATION’S CERTIFICATION ................................................................................................ 40

Introduction .................................................................................................................................................. 40
Eligibility of a multi-site organization for certification .............................................................................. 41
Specific requirements applicable to multi-site organization’s certification .......................................... 42
15.

GROUP CERTIFICATION .............................................................................................................................. 44

Introduction .................................................................................................................................................. 44
Requirements Applicable to Group Certification .................................................................................... 44
Communication Between the CB and the Group .................................................................................... 45
Evaluation of the Sustainability Management System (SMS) .................................................................. 46
Sanctions ...................................................................................................................................................... 47
Certificates ................................................................................................................................................... 47
16.

REQUIREMENTS FOR TOUR OPERATOR ........................................................................................................... 47

Introduction .................................................................................................................................................. 47
The Scope/eligibility of Tour Operator for certification ............................................................................ 48
Requirements for preparing an audit plan for Tour Operator based on risk assessment..................... 50
Communication between the CB and the client ..................................................................................... 51
Evaluating the Tour Operator Management System................................................................................ 51
17.

TOUR PRODUCT CERTIFICATION ................................................................................................................... 53

Introduction .................................................................................................................................................. 53
Eligibility for Tour Product Certification ...................................................................................................... 54
Certification of Excursion ............................................................................................................................ 55
18.

BRANDING & MARKET ACCESS ................................................................................................................... 56

PART IV: GLOSSARY AND TERMS .......................................................................................................................... 58
19.

DEFINITIONS ............................................................................................................................................. 58

20.

LEVEL OF REQUIREMENT .............................................................................................................................. 66

ANNEX A - GSTC CHECKLIST: CERTIFICATION SCHEME – CERTIFICATION BODY FRAMEWORK (NORMATIVE)............................................................................................................................................................................... 67
ANNEX B - OUTLINE OF THE CONTENT OF GSTC’S TRAINING FOR AUDITORS (NORMATIVE) ........................... 69
ANNEX C- REQUIREMENT APPLICABLE TO A GROUP OF TOURISM ENTERPRISES THAT COOPERATIVELYIMPLEMENT A REFERENCE STANDARD AND SEEK CERTIFICATION. .................................................................... 72

4

PART I: SCHEME OVERVIEWIntroduction
Accreditation to certify to the GSTC Criteria is designed to be applicable to all schemes certifying tourism
enterprises for their sustainability management and performance. Relevant certification schemes and thebodies 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 a tourism product.
The GSTC intends to build a long-term relationship with all Certification Bodies and certification schemes.
An aim of the GSTC is to continually increase the percentage of schemes that are accredited to certify
to the GSTC Criteria.
Certification Bodies (CBs) may become accredited to certify either with the GSTC Criteria or utilize astandard they own IF that standard gains and maintains the “GSTC-Recognized” status for its complianceto the GSTC Criteria.
The GSTCThe GSTC recognizes the equivalence of a Certification Body’s standard against

Recognition Program

the GSTC Criteria (Hotel/Accommodation, Tour Operator or Destination). See the
GSTC-Recognized Manual. Please refer to the GSTC Recognized-Manual forfurther details. “GSTC-Recognized Manual”

The GSTC

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

Accreditation

Standards OR certifies directly against the GSTC Criteria.

Program
Not all certification schemes cover all aspects of sustainability: economic, social, cultural andenvironmental. For example, a number are solely covering environmental matters and may grant the useof an eco-label. These schemes would only be eligible to become accredited after they revise theirstandard to comply with the GSTC Criteria and gain “GSTC-Recognized” status for their standard.
The diagram below provides a graphical depiction of the option for gaining accreditation to either certify
directly to the GSTC Criteria or to the GSTC-Recognized Standard which is to say a standard that isequivalent to the GSTC Criteria. The Certification Body may request the scope of their accreditation to
include certification to both the GSTC Criteria plus one or more GSTC-Recognized Standards.

5

Certification Body
Applicant

Adopt GSTC
Industry Criteria
GSTC
Accreditation

Certification Body
Applicant

Apply a National
Standard or otherStandard

Gain “GSTC
Recognition of that
Standard”

Additionally, “certification schemes” that commit to subcontracting the certification/audit process to the
GSTC-Accredited CBs shall enter into the GSTC Licensing Agreement to formally engage in the GSTC
market access activities.

The GSTC Marks – Summary and Benefits
Background
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 continue to grow.
The Sustainable Development Goals (SDGs) adopted by the UN General Assembly in 2015 are aimed at,inter alia, ending extreme poverty, fighting inequality and justice and tackling climate change. The
significant relevance of tourism to most of the 17 SDGs has been recognized. The UNWTO is working withgovernments, public and private partners, development banks, international and regional financial
institutions, UN agencies and international organizations to achieve the SDGs, with a special focus on
Goal 8 (economic growth), Goal 12 (sustainable consumption and production patterns) and Goal 14(marine resources) where tourism has been specifically featured.
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.
Travel and tourism can deliver many positive benefits, including:●A growing opportunity for enterprise development and employment creation, with low barriers forentry;

6

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

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

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

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

Creation of pollution of all kinds;●

Social changes and dislocation of traditional societies;●

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

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

The Global Sustainable Tourism Council (GSTC)The GSTC is a multi-stakeholder initiative formed in 2007, including amongst its founding partners UNEP,UNWTO, UN Foundation, Sabre Holdings and Rainforest Alliance, amongst others. It was formed in
response to the challenges and opportunities of sustainable tourism, by merging two previous initiatives.1
In 2014, The GSTC merged with the Tour Operator Initiative (TOI) with TOI's operations and members joining
the GSTC organization.
Over 250 organizations from the public, private and 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.

1

The Partnership for Global Sustainable Tourism Criteria and the Sustainable Tourism Stewardship Council
7

The GSTC is a Membership Council governed by a Board of Directors, of whom 2/3 are elected by thegeneral membership and 1/3 are appointed by the Board.
The mission of the GSTC is:“To improve tourism’s potential to be a driver of positive conservation and economic
development for communities and businesses around the world and a tool for poverty alleviation”.
The GSTC fulfils its mission by fostering increased knowledge and understanding of sustainable tourism
practices and the adoption of universal sustainable tourism principles.
It also works in many other ways to strengthen education, communication, knowledge-sharing andbusiness engagement in the field of sustainable tourism and to achieve improved market access forsustainable tourism products.

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 aims
2 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 are encouraged to consider a triple bottom line. Many companies
report on corporate social responsibility policies and actions, which address a broad range of economic,
social and environmental impacts and initiatives beyond straight financial reporting. Some companies
use the guidelines of the Global Reporting Initiative (GRI), the world’s 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 forsustainable tourism behind the GSTC program are that:●

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

2

UNEP, UNWTO Making Tourism More Sustainable, A Guide for Policy Makers, 20058

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

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

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

The GSTC-Industry: The Global Sustainable Tourism Industry Criteria (version 3, December 2016). At
this stage, the GSTC-Industry is available in two versions, the GSTC-Hotel and the GSTC-Tour Operator,each with their own set of performance indicators; and●The GSTC-Destinations: The Global Sustainable Tourism Criteria for Destinations (version 2, December2019).

The development of the GSTC-Industry Criteria allows the GSTC to develop sub-sector specific Indicators
for this broader set of criteria, for example, MICE (meeting, incentive, convention and exhibition), cruise,and attractions.

GSTC Assurance Panel
The GSTC Assurance Panel is established by the GSTC, bylaws:
The GSTC Assurance Panel (“The Panel”) performs these functions:a. Declare standards to be “GSTC-Recognized Standard”, according to the terms of the GSTCRecognized Manual as approved by the CEO and the Board;b. Validate and provide surveillance for the GSTC Accredited Certification Bodies;c. Function as an Accreditation Body for tourism sub sectors where GSTC does not otherwise have an
external partner Accreditation Body in place.

9Principles for the implementation of the GSTC Accreditation
The following principles apply to all aspects of the GSTC program – including work performed by
Certification Scheme Owners (CSO) and Certification Bodies (CBs):
1

Integrity

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

2

Credibility

The process should spread confidence in certification as a meaningful wayof identifying and stimulating good sustainability 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 of the decisions taken.

4

Accessibility

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

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

6

Rigorousness

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

7

EffectivenessThe process should be impacts-driven and shaped to help as many tourism
enterprises as possible achieve maximum change towards sustainability.
The accreditation programme should strengthen the impact of certification
schemes.

8

Transparency

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

109

Diversity

The process should recognize and encourage the diversity of local, regionaland 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 timeand not place burdens on certification schemes that they could not meet.

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

11PART II: ADMINISTRATION OF ACCREDITATION
1.

Manual Structure

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

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

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

2.

Normative Reference

The following documents contain provisions that, through reference in this text, become part of the GSTC
Accreditation Manual. For documents that specify a date or version number, later amendments orrevisions of that document do not apply as a normative requirement. Readers are encouraged to review
the most recent editions and any guidance documents available to gain further insight into how the
document has changed and to consider whether or not to implement the latest changes. For documents
without dates or version numbers, the latest published edition of the document referred to applies.
ISO / IEC 17065:2012

Conformity Assessment Requirements for bodies certifying products, processes,
and services.

ISO 19011:2018

Guidelines for quality and/or environmental management system auditing.

IAF MD 1:2018

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

12

IAF MD 5: 2019

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

IAF MD 4:2022

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

ISEAL

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

GSTC Checklist

Certification Scheme - Certification Body Framework.

3. GSTC Accreditation Management
3.1.

The GSTC shall administer the accreditation for Hotel/Accommodation and for Tour Operator.

3.2.

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

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

4.

Introduction

4.1.

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

Gain accreditation from GSTC or by which conforms to Part II; and4.1.2.

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

4.2.

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

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

5.

Scope of Accreditation

5.1.

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

The Tourism activity to which certification is granted:
5.1.1.1.

Hotel/Accommodation.

5.1.1.2.

Tour Operator.
5.1.1.2.1.

Tour Product.

NOTE: Only certified Tour Operator may apply for Tour Product Certification.
5.1.2.

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

The GSTC Criteria (alternative A). In this case, all the GSTC Criteria are14

requirements and therefore mandatory for compliance.
5.1.2.2.

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

5.1.2.3.

A CB can be accredited for Alternative A, Alternative B or both alternatives. In
the case of Alternative B, a CB can be accredited for more than one GSTCRecognized Standard.
5.1.2.3.1.

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

5.1.2.3.2.

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

5.1.2.3.3.

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

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

The geographic area to which the accreditation will apply:
5.1.3.1

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

5.1.3.2

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

5.2

In its communication to the public and to tourism organizations, the CB shall make clear what is its
accreditation scope.

5.3

Reliance on Legislation:
5.3.1

Reliance on Legislation is applicable to a CB that certifies against the the GSTC-RecognizedStandard;

5.3.2

Where a CB operates only in one country, or a region that can be considered as one legal
jurisdiction, it may demonstrate that:15

5.3.35.3.2.1

Accreditation Requirements are covered by legislation;

5.3.2.2

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

The laws are enforced.

Acceptable evidence may include:
5.3.3.1

A requirement for a legally binding sworn statement by the organization to becertified with respect to compliance with specific named laws and regulations;and5.3.3.2

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

5.3.4

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

6.
6.1

Languages
A CB shall certify using languages for which there is the GSTC Criteria or the GSTC-RecognizedStandard formally translated in that language.
6.1.1

6.2

The audit team shall be proficient in that language.

In the event, an enterprise being certified has a business language for which there is a ReferenceStandard, but a sizable proportion of the staff of the tourism organization being audited speak
mainly another (local) language, the audit team may undertake the Audit accompanied by acapable translator (who shall not be a staff member of the enterprise being audited). The sizable
proportion of the staff shall be defined by the CB.

6.3

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

6.4

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

6.5

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

16

6.6

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

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

7.
7.1.

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

The majority ownership of the CB changes.

7.1.2.

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

7.1.3.

The CB is in breach of the GSTC License Agreement.

7.1.4.

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

7.1.5.

Five years from the initial GSTC-Accredited status.

Amendment of Accreditation Requirements
7.2.

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

7.3.

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

Amendment of the GSTC Criteria
7.4.

The GSTC shall inform all applicants and the GSTC-Accredited CBs of any changes in therequirements of the GSTC Industry Criteria for Hotel/Accommodation and Tour Operator:
7.4.1.

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

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

7.4.1.2.

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

7.4.1.3.

Prescriptions on how and when to conduct assessments for accreditation and17certification purposes; and7.4.1.4.
7.4.2

How to deal with eventual non-conformities.

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

Amendment of the GSTC-Recognized
7.5

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

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

7.5.2

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

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

7.5.2.2.

Prescriptions on how and when to conduct assessments for accreditation andcertification purposes; and7.5.2.3.
7.5.3

How to deal with eventual non-conformities.

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

7.6

Should a standard no longer be a GSTC-Recognized Standard the certification program has a
twelve-month period in which to re-apply or renew the GSTC-Recognized status of a standard
following the GSTC-Recognized Manual.

Ongoing Suitability of a Certification Program
7.7

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

Suspension, Cancelation, Extension, Withdrawal or Scope Reduction
7.8

The suspension, cancellation, extension, withdrawal or scope reduction of accreditation shall be
18

administered by the GSTC, according to GSTC Accreditation Procedures v.1.0.
7.9

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

7.10

A CB can request an extension or reduction of its accreditation scope. In this case, the CB shallmake a formal request to the GSTC. The request shall indicate the reasons for the extension or
reduction requested. The request shall be processed as an accreditation application. The
assessment of the CB may be simplified and processed in conjunction with the surveillance
activities of the accreditation process:7.10.1The GSTC-Accredited CB shall apply for an extension of its scope to provide auditing andcertification services to the GSTC-Recognized Standard owned by a certification scheme.

7.11

A CB can voluntarily request the withdrawal of its accreditation.

8.

Conformity with GSTC Requirements

8.1.

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

The body granting the accreditation may further limit the accreditation scope having
regard to the geographical areas of operation, or types of tourism activity to be certified.

8.2.

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

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

8.2.2.

Where no text appears after a Clause of ISO 17065:2012 is referenced, CB shall take this tomean that no additional requirements are provided.

8.3.

The CB shall comply with all normative references in this Accreditation Manual.

8.4.

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

NOTE: Licensing agreement requirements are set out in Clause 18.1.
ISO 17065.
8.5.

Requirements for the application of ISO 17065:
ISO 17065:2012 – 4 General requirements:
198.5.1.

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

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

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

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

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

8.5.2.1.2.

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

8.5.2.1.3.

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

8.5.2.1.4.

Does not imply that the certification applies to activities andsites that are outside the scope of certification; and8.5.2.1.5.

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

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

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

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

The GSTC Logo; and8.5.3.1.2.

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

8.5.3.2.

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

ISO 17065:2012 4.2 Management of impartiality:
8.5.4.

The GSTC Requirements to ISO 17065:2012 Clause 4.2.10:

20

8.5.4.1.

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

8.5.4.2.

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

ISO 17065:2012 4.5 Confidentiality:
8.5.5.

The GSTC Requirements to ISO 17065:2012 Clause 4.5:
8.5.5.1.

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

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

Requirements to ISO 17065:2012 Clause 4.6:
8.5.6.1.

The CB shall also maintain public information about:
8.5.6.1.1.

Geographical areas in which it operates; and8.5.6.1.2.

Dispute mechanisms including complaints and appeals
procedures available in the languages the CB operates.

ISO 17065:2012 5.0 Structural requirements;
ISO 17065:2012 6.0 Resource requirements;
ISO 17065:2012 7.0 Process Requirements;
ISO 17065:2012 7.1 General:
8.5.7.

The GSTC Requirements to ISO 17065:2012 Clause 7.1.2:
8.5.7.1.

The CB shall define the scope of the certification, specifying the services andlocations that have been assessed against the Reference Standard:
8.5.7.1.1.

In cases where the Hotel or Tour Operator owns majority equity
in a supplier or is under common ownership with that business,and that supplier’s products and services are promoted or21

used frequently by the Hotel or the Tour Operator, the Hotel orTour Operator shall be required to arrange for that business tobe either(i) included within the scope of certification; or(ii) certified under a separate and distinct certification.
A five-year timeline for inclusion or completion of certification shallbe set by the CB (16.8).
8.5.7.1.2.

During this five-year period, the scope described in thecertification documentation shall adequately describe theexclusion of such services that are not within the scope of the
GSTC certification. Further, if the Hotel or Tour Operator jointly
advertises its GSTC certification along with such out-of-scope
services, the advertising material shall clearly differentiate
between those services that are included within the scope of the
GSTC certification and those services that are not included.

8.5.7.2.

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

8.5.7.3.

When a certification scheme is owned by a third party, the CB shall have legal
authorization to use the Reference Standard, marks and logos and any otherintellectual property rights as well as other rules of the scheme.

8.5.7.4.

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

NOTE: To be awarded GSTC-Recognized Standard not all the the GSTC Criteria are mandatory. However,for a CB to become awarded GSTC-Accredited status, conformity with at least one of the criteria matchingeach of the GSTC Criteria shall be mandatory in order to demonstrate that all certified businesses andactivities comply with all the GSTC Criteria.
ISO 17065:2012 7.2 Application:
8.5.8.

The GSTC Requirements to ISO 17065:2012 Clause 7.2:

22

8.5.8.1.

The CB shall obtain all the necessary client information to allow proper
planning of audits, in accordance with the relevant certification scheme. This
information shall include at a minimum:
8.5.8.1.1.

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

8.5.8.1.2.

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

8.5.8.1.3.

The general information of the client, including its name andthe address(es) of its physical location(s), description of its
process and operations and other information, and any
relevant legal obligations;8.5.8.1.4.

General information concerning the client, relevant to thecertification for which the audit is conducted, such as theclient's activities, its human and technical resources and its
functions and relationship in a larger corporation, if any;

8.5.8.1.5.

Information concerning all outsourced processes used by theclient that will affect conformity to requirements; and8.5.8.1.6.

All other information needed in accordance with the relevant
certification scheme, such as information for initial evaluationand surveillance activities, e.g. the locations where the tourism
services are provided and contact personnel at theselocations.

NOTE: A variety of media and mechanisms can be used to collect this information at various times, including
an application form. Such information gathering can be in conjunction with or separate from, thecompletion of the legally binding agreement (the certification agreement) specified in Clause 4.1.2 of
ISO/IEC 17065.
ISO 17065:2012 7.3 Application review:
8.5.9.

The GSTC Requirements to ISO 17065:2012 Clause 7.3.1:
8.5.9.1.

CB shall use the following tourism activities to describe the scope of the auditof the client:23

8.5.9.1.1.

Hotel/Accommodation.

8.5.9.1.2.

Tour Operator.
8.5.9.1.2.1.

Tour Product.

ISO 17065:2012 7.4 Evaluation
8.5.10

The GSTC Requirements to ISO 17065:2012 Clause 7.4.1:
8.5.10.1.

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

8.5.10.2.

An audit plan shall be developed to clearly identify the audit activity/activities
required to demonstrate that the client's sustainability management
processes fulfill the requirements for certification to the Reference Standard.

8.5.10.3.

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

8.5.10.4.

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

8.5.10.5

The determination of the audit plan and any subsequent adjustments shallconsider the size of the client organization, the scope and complexity of its
sustainability management processes and products as well as demonstrated
level of effectiveness and the results of any previous audits.

8.5.10.6.

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

8.5.11The GSTC Requirements to ISO 17065:2012 Clause 7.4.2:
8.5.11.1

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

8.5.11.2

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

8.5.12The GSTC Requirements to ISO 17065:2012 Clause 7.4.3:

24

8.5.12.1.

At each audit, the CB shall use an audit checklist/evaluation tool which
includes all criteria and indicators of the Reference Standard and requires thecompletion, for each criterion, of the auditor’s conclusion (conform, notconform or not assessed), based on evidence obtained from the audit
process.

NOTE: The CB shall use the audit checklist/evaluation tool template provided by the GSTC once thistemplate is published.
8.5.12.2.

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

8.5.12.3.

Where applicable, the evaluation tool shall include the additional
certification and audit evaluation requirements for use of the GSTC name,marks as they relate to certification (Sections 14 to 17).

8.5.12.4.

Each CB before performing audits shall define the level of risk of the client
through carrying out a risk assessment. Risk assessments are applicable to alltypes of clients. The outcome of the risk assessment shall determine theduration and the focus of the audit and is additional to the elements
described in Clause 8.5.12.6.

8.5.12.5.

CBs shall develop documented procedures for determining the audit time inconformity with the two primary risk categories provided in 8.5.12.6.

8.5.12.6.

CBs shall rely on the following two primary risk categories when conducting
the risk assessment:
8.5.12.6.1.

If any of the two aspects listed in this clause apply, the client
shall be considered as high risk:a.

When negative environmental, social, economic andcultural

impactshavesignificant

likelihood

andconsequences.
b.

When a client’s country of operation score on
Transparency

International’s

latestcorruption

perception index is below 50 points.
8.5.12.6.2.

If the two aspects listed in this clause apply, the client may beconsidered low risk:

25

a.

When negative environmental, social, economic andcultural

impactshaveminimalcountryoflikelihood

andconsequences.
b.

When

a

client’s

operation

score

on

Transparency International’s latest corruption perception
index is above 50 points.
8.5.12.7.

CBs shall develop documented procedures for determining the audit time inconformity with the audit frequency and duration upon the scope of
certification described in 8.5.12.8 to 8.5.12.11.

8.5.12.8.

When the scope of certification is Hotel/Accommodation:
8.5.12.8.1.

Surveillance audit shall occur annually.

8.5.12.8.2.

On-site audits shall occur minimally at the time of initialcertification and recertification and at least once each twoyears. High risk situations shall be audited on-site more
frequently.

8.5.12.8.3.

Audits shall normally be 1-day duration for low risk properties
and more than 1 day for higher risk situations.

8.5.12.8.4.

When the CB determines based on the risk analysis that less ormore than 1 full day is required for the on-site audit, that
determination shall be justified.

8.5.12.9.

Exceptions are allowed for extremely low risk cases:
8.5.12.9.1.

Extremely low risk Hotel/Accommodation shall comply with thefollowing:a. Accommodation with fewer than 20 guest rooms and lessthan 15 staff.
b. With no meeting/wedding/function space and activities.
c. Local ownership - not belonging to a Multi-site organization.
d. Not located in sensitive areas.

26

e. With access to the internet and/or broadband to use
information

andcommunication

technology

forparticipating in remote audits when appropriate.
8.5.12.9.2.

For extremely low risk Hotel/Accommodation the following
exceptions shall apply:
a. On-site audits shall occur minimally at the time of initialcertification and recertification and at least once each
three years.
b. Audit duration shall be at minimum ½-day (4 hours).
c. Remote audits shall occur in the case of surveillance audits.

8.5.12.10

When the scope of certification is Tour Operator:
8.5.12.10.1.

Surveillance audit shall occur annually.

8.5.12.10.2.

On-site audits shall occur minimally at the time of initialcertification and recertification and at least once each twoyears. High risk situations shall be audited on-site more
frequently.

8.5.12.10.3.

Audits shall normally be 2-day duration and at minimum ½-day(4 hours), but more than 2 days for higher risk situations.

8.5.12.10.4.

When the CB determines based on the risk analysis that less ormore than 2 full days is required for the on-site audit, that
determination shall be justified.

8.5.12.11

When the scope of certification is Tour Product:
8.5.12.11.1.

Surveillance audits shall occur annually.

8.5.12.11.2.

On-siteaudits

shall

occur

at

initialcertification

andrecertification and at least once during the term of thecertification a year according to the sampling matrix of theTour Product schedule. In this section, “on-site” refers to one ormore sites visited by the tour (not the sites where the tour is soldor of the office of the Tour Operator).
8.5.12.11.3.

On-site audits shall normally be one-day duration and at
minimum ½-day (4 hours).
27

8.5.12.11.4.

When the CB determines based on the risk analysis that less ormore than one full day is required for the on-site audit, that
determination shall be justified and recorded.

8.5.12.12.

The CB shall ensure the client’s location and/or operation in Sensitive Area isconsidered in defining the level of risk:
8.5.12.12.1.

Sensitive areas include but are not limited to world heritage
listed areas, areas set aside for environmental and/or culturalprotection,

marineparks,

beaches,rivers,lagoons,

wetlands/swamps, alpine/arctic areas, tropical islands/coral
reef, national/state parks, areas set aside for indigenous
peopleorspecificnational

and

state

or

regional

environmental, social and cultural legislation requirements, or
any other factor that is considered high risk by the CB as per
the location and the activity of the client.
8.5.12.12.2.

If a client is located in a sensitive area, this client will be
categorized as “high” risk.

8.5.12.12.3.

If a client is not located in a sensitive area, this client will be
categorized as “low” risk.

8.5.12.12.4.

If a client operates tours in a sensitive area, the Tour Productwill be categorized as “high” risk.

8.5.12.13.

The CB should use the following lists and categories to determine a sensitivearea:

8.5.12.14.

8.5.12.13.1.

UNESCO World Heritage List

8.5.12.13.2.

IUCN Protected Areas Categories System

8.5.12.13.3.

List of Wetlands of International Importance (Ramsar List)

When the lists in 8.5.12.13 are not available, the CB should rely on national
legislation where the client operates to determine the sensitive area.

8.5.12.15.

All levels of risk are subject to ratification by the CB. The two primary risk
categories described in Clause 8.5.12.6 may be used to define the level of riskof the client.

28

8.5.12.16.

Travel time to and from audited sites shall not be included in determining theaudit time.

8.5.12.17.

Remote audits shall only be applied for surveillance audits. If the CB uses tosome extent remote auditing techniques, IAF MD 4:2022 shall be used.

8.5.12.18.

If the CB operates within specific jurisdictions, countries or areas, specificguidance on local application of the criteria may be included within theevaluation tool.

8.5.13.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.4:
8.5.13.1.

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

8.5.13.2.

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

8.5.13.3.

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

8.5.14.

The GSTC Requirements to ISO 17065:2012 Clause 7.4.6:
8.5.14.1.

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

8.5.14.2.

When major non-conformities have arisen, the CB shall provide a 1-year term
to be corrected.

8.5.14.3.

When minor non-conformities, the CB shall provide a 90 days term to becorrected.

ISO 17065:2012 7.5. Review:
8.5.15.

The GSTC Requirements to ISO 17065:2012 Clause 7.5:
8.5.15.1.

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

ISO 17065:2012 7.6. Certification decision:
8.5.16.

The GSTC Requirements to ISO 17065:2012 Clause 7.6:
8.5.16.1.

The CB shall confirm, prior to making a certification decision, that:29

8.5.16.1.1.

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

8.5.16.1.2.

It has reviewed, accepted and verified the effectiveness ofcorrection and/or corrective actions, for all non-conformities
that represent:
a. Failure to fulfill one or more requirements of the ReferenceStandard; orb. A situation that raises significant doubt about the ability of
the client’s sustainability management processes toachieve its intended outputs.

8.5.16.1.3.

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

8.5.17.

The GSTC Requirements to ISO 17065:2012 Clause 7.7.1:
8.5.17.1.

Additionally, to items in the list of 7.7.1, the following:
8.5.17.1.1.

The name and geographical location of each certified client(or the geographical location of the headquarters and any
sites within the scope of a multi-site organization. See Section
15);

8.5.17.1.2.

The Reference Standard, including an indication of issue status(e.g., revision date or number) used for the assessment of thecertified client;8.5.17.1.3.

The scope of certification with respect to the type of activities,
products and services as applicable at each site without being
misleading or ambiguous;

8.5.17.1.4.

In the case of Tour Product Certification, the name of the Tour,its destination country, principal regions, cities, and its main
destinations or attractions;8.5.17.1.5.

The name, address and certification mark of the CB and the
GSTC logo; other marks (e.g., accreditation symbol, client’s

30

logo) may be used provided they are not misleading or
ambiguous; and8.5.17.1.6.
8.5.17.2.

Any other information required by the Reference Standard.

The CB shall have rules for certified clients that jointly advertise other tourism
services that have not been certified by the Reference Standard. The
advertisement of those other tourism services shall not imply that the product,
process or service is certified by the Reference Standard.

ISO 17065:2012 7.8. Directory of certified products:
8.5.18.

The GSTC Requirements to ISO 17065:2012 Clause 7.8:
8.5.18.1.

CBs shall maintain an up-to-date publicly available database of certificationof clients including:
8.5.18.1.1.

Full name and address of the client;8.5.18.1.2.

Name of Tour, its destination country, principal regions, cities,
and its main destinations or attractions, along with the nameof Tour Operator for the scope of Tour Product;

8.5.18.1.3.

Scope of certification; including the Reference Standard if
applicable; and8.5.18.1.4.

Validity and duration of the certificate.

ISO 17065:2012 7.9. Surveillance:
8.5.19.

The GSTC Requirements to ISO 17065:2012 Clause 7.9:
8.5.19.1.

Surveillance activities shall be established in the audit program and shall
include periodic on-site audits to assure ongoing validity of the demonstrationof fulfilment of the Reference Standard requirements.

8.5.19.2.

Surveillance audits shall follow the requirements set out in Clause 8.5.12.

8.5.19.3.

Surveillance audits shall be conducted once every year.

8.5.19.4.

Surveillance audits shall be conducted on-site at least once each two years:
8.5.19.4.1.

8.5.19.5.

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

Surveillance audits can be performed on-site, remotely or a combination of
both. The CB shall provide clear justification of the chosen methods for remoteand on-site audit:
31

8.5.19.5.1.

For remote audits, the CB shall only cover Section A, D1 and D3
in the GSTC Industry Criteria.

8.5.19.5.2.

For on-site audits, the CB shall ensure that social, cultural andenvironmental sensitive Criteria in Section B, C and D3 of the
GSTC Industry Criteria are covered.

8.5.19.6.

For extremely low risk Hotel/Accommodation, surveillance audits can be
performed remotely. The CB shall cover all the GSTC Criteria and provide clear
justification of the chosen methods for remote audit.

8.5.19.7.

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

8.5.19.8.

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

8.5.19.9.

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

8.5.19.10.

The CB may undertake random unannounced monitoring visits; and8.5.19.11.

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

ISO 17065:2012 Clause 8.0 Management System Requirements.

9.

Personnel Competence Criteria

9.1.

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

9.2.

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

All personnel involved in audit or certification decision making activities shall meet thecriteria set out for the relevant role undertaken.

9.2.2.

Personnel shall possess the knowledge and skills necessary to achieve the intended
results of the roles they are expected to perform. Personnel shall possess genericknowledge and skills and shall also be expected to possess discipline and sectorspecific knowledge and skills described in this section.
32

9.2.3.

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

10. Auditor Qualifications, Knowledge and Skills
10.1.

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

Personal Attributes
10.2.

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

EthicalFair, truthful, sincere, honest, and discreet;

10.2.2.

Open-

Willing to consider alternative ideas or points of view;

Minded
10.2.3.

Diplomatic

Tactful in dealing with people;

10.2.4.

Observant

Actively aware of physical surroundings and activities;

10.2.5.

Perceptive

Aware of and able to understand situations;10.2.6.

Versatile

Adjusts readily to different situations;10.2.7.

Tenacious

Persistent and focused on achieving objectives;

10.2.8.

Decisive

Reach timely conclusions based on logical reasoning and analysis;

10.2.9.

Self-reliant

Acts and functions independently while interacting effectively withothers;10.2.10.

Firm

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

10.2.11.

Open toWilling to learn from situations;Improvement
10.2.12.

Culturally

Observes and respectful to the culture of the auditee; andSensitive
33

10.2.13.

Collaborative

Interacts effectively with others, including members of the audit
team and auditee’s staff.

Knowledge and Skills
10.3.

Generic knowledge for auditing:10.3.1.

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

10.3.2.

Knowledge of the Certification Body’s process. Auditors shall have knowledge of a
Certification Body’s process sufficient to perform in accordance with theCertification Body’s certification process.

10.3.3.

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

10.3.4.

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

10.3.5.

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

10.3.6.

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

10.3.7.

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

10.4.

Specific knowledge of sustainability:
10.4.1.

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

Sustainability terminology;

10.4.1.2.

Aspect and impacts of sustainability;34

10.4.1.3.

Ability to interpret laws and regulations;10.4.1.4.

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

10.4.1.5.

Needs, expectations and concerns of the local community, workforce
and other relevant stakeholders, including heritage, cultural customs
and religious sensitivities; and10.4.1.6.

Social, environmental, economic and political context in which theclient operates.

Education and Work Experience
10.5.

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

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

Experience involving the exercise of judgement, decision making, problem solving
and communication with managers, professionals, peers, customers and otherinterested parties.

10.6.

Education:
10.6.1.

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

10.7.

Work and Audit experience:
10.7.1.

Experience requirements to audit Hotel/Accommodation/Tour Operator:
10.7.1.1.

Audit experience: at least 5 audits in any sector. Audits should becompleted within the previous 3 consecutive years.

10.8.

Training on Auditing:10.8.1.

Training on auditing by training organizations relevant to non-tourism standards. The
auditor shall have successfully completed a 4-5 days training on audit techniques
and practices. The GSTC accepts one of the formal training such as ISO 9001 quality
management system standards, or ISO 14001 environmental management systems
or other ISO standards or other relevant standards, provided by internationally andnationally recognized training organizations to fulfill this requirement; or35

10.8.2.

Training on auditing by organizations relevant to tourism standards. The auditor shallhave successfully completed a 3-days training with minimum of the following areas
via online or offline:
10.8.2.1.

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

10.8.2.2.

Audit techniques and practices based on ISO 19011;

10.8.2.3.

Stakeholder consultation: ability to consult with tourism business,regulatory agencies, industry groups, local community members andany indigenous stakeholders; and10.8.2.4.

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

10.9.

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

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

Auditors of the Hotel shall attend Module A, Module B, and Module E. Completionof these are sufficient for auditing the Hotel.

10.9.2.

Auditors of Tour Operator" shall satisfy Module A, Module C, and Module E.
Completion of these are sufficient for auditing Tour Operator and Tour Product.

10.9.3.

Auditors satisfying the following requirements shall only attend Module A via online
or offline as a mandatory training course:
10.9.3.1.

Having over 3 years of work experience in tourism certification; and10.9.3.2.

Having at least 10 audits of Hotel/Accommodation/Tour Operator
against a GSTC-Recognized Standard or the GSTC Criteria completed
within the previous 3 consecutive years.

NOTE: The outline of the content of GSTC’s Training for Auditors course is presented in Annex B. Questions
on GSTC’s Training for Auditors should be directed to the GSTC.
10.9.4.

Evaluation of the GSTC Training for Auditors. Auditors shall successfully pass theapproved GSTC’s Training for Auditors evaluation, which is divided into online andfield evaluations:36

10.9.4.1.

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

10.9.4.2.

Field evaluation. Passing mark for field performance test on the ability
to apply the GSTC Criteria and Indicators to the field and the audit skills
is above 75% achievement. In the case of failure to pass the field
performance test, the auditor shall observe at least 5 field audits as a
trainee and be evaluated internally by qualified staff within the CB.

10.9.4.3.

The auditors satisfying 10.9.3 shall take the online exam but shall be
exempted from the field evaluation. The passing mark for the online
evaluation shall be 85%+.
10.9.4.3.1.

Auditors are allowed to retake the exam one time, withthe same requirement of 85%+ passing mark. If failed a 2ndtime, the training course shall be repeated prior toadditional testing.

10.10.

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

10.11.

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

Maintenance and Improvement of Competence
10.12.

The GSTC qualified auditors and audit team leaders shall continually improve theircompetence. Auditors shall maintain their auditing competence through regular participationin sustainability audits and continual professional development. Continual professional
development involves the maintenance and improvement of competence. This may beachieved through means such as additional work experience, training, private study, coaching,attendance at meetings, seminars and conferences or other relevant activities.

10.13.

Auditors shall demonstrate their continuing professional development.
37

10.14.

Following up the GSTC Training for Auditors. Auditors shall take follow-up the GSTC Training for
Auditors organized by the GSTC when there is any change of the GSTC Criteria.

10.15.

Records of auditors’ competence. Records shall be maintained up to date at all times todemonstrate auditors’ competence. The record of auditors newly qualified for sustainable
tourism auditing shall be submitted to the GSTC Accreditation Secretariat for reviewing andmanaging the GSTC’s list of qualified auditors.

10.16.

Verification mechanisms:
10.16.1.

Periodical Evaluation. Auditors’ competence shall be evaluated at least every
three years through a combination of an observed on-site audit, shadow audits andfeedback from different sources such as review of audit reports or client feedback.

10.16.2.

Revised GSTC Criteria Examination. Auditors shall pass an appropriate examination
within six months of issue of revised GSTC Criteria or certification requirements. The
type of examination (e.g., online, field performance, or both) shall be managed
and communicated by the GSTC.

11. Reviewers and Certification Decision Makers: Qualification, Knowledge
and Skills
11.1.

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

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

11.1.2.

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

11.1.3.

CB processes: knowledge of the CBs processes sufficient to determine if
expectations of the CB have been fulfilled based on the information submitted forreview;38

11.1.4.

Tourism organization business sector: knowledge of the terminology, practices andprocesses common to a client’s business sector sufficient to understand an audit
report in the context of the Reference Standard;

11.1.5.

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

11.1.6.

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

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

This section only applies to audits and certification not undertaken in
English. See Section 6 of the GSTC-Accreditation Manual regarding
languages for audits and auditors.

11.1.7.

Knowledge of group and multi-site certification (if applicable): understanding andapplying requirements and guidance for group and multi-site certification.

12. Ineligibility for Certification
12.1.

12.2.

An organization is ineligible for certification if:
12.1.1.

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

12.1.2.

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

The CB shall require the client (both during the periods of application and actively certified) todeclare any association with entities that have been successfully prosecuted for forced labour
and/or environmental violation.

12.3.

If an entity belonging to, or currently contracted by, a client has been successfully prosecutedfor violations of laws on forced labour and/or environment in the last 2 years, this organization
applying for certification shall not be allowed to continue with the GSTC certification process.

12.4.

A CB may transfer a GSTC Certification to another GSTC-Accredited CB upon request from aclient. Where a transfer has been requested, the CB accepting the transfer shall:

39

12.4.1.

Record the reason(s) for the transfer and its legitimacy;

12.4.2.

Verify and close any open minor NCs;

12.4.3

Determine whether an on-site or off-site audit is required to complete the transfer;and12.4.4.
12.5

Inform the GSTC within five days from the client’s request to transfer.

The certification shall not be transferred when the client has any outstanding major nonconformities or is suspended, or the client is subject to an ongoing complaint that is underprocess by the current CB.

13. Certification Program with Multilevel Award System
13.1.

Certification schemes that allow more than one level of compliance shall ensure that theminimum level meets the GSTC Criteria. The certification process for any level shall comply withthe requirements of this Manual.
Example: a certification scheme award hotel in 3 levels: Bronze, Silver, and Gold. The Bronze
level of this certification scheme shall comply with all GSTC Criteria and hold a valid andcurrently Recognized status in the GSTC.

14. Multi-site Organization’s Certification
Introduction
14.1.

CBs should note that Section 14 uses IAF MD 1:2018 as a basis with additional or specific the
GSTC requirements.

14.2.

As in the general market, there are large enterprises in the tourism sectors that operate anddeliver tourism services at several different sites. When this happens in such a way that the
tourism activities and their management are carried out in a similar manner at different sites, allunder a single management system, the multi-site certification can apply.

14.3.

A multi-site organization is an organization with a central office in which certain activities are
performed or managed within a network of sites, and at which such activities are fully or partially
carried out. All sites have a direct legal or contractual link with the central office of the40

organization and are subject to a common sustainability management system. A multi-siteorganization is defined as an organization having:
14.3.1.

An identified central office at which certain activities are planned, controlled, ormanaged; and14.3.2.

A network of local offices or branches (sites) at which such activities are fully or
partially carried out.

14.4.

Such an organization need not be a unique legal entity, but all sites shall have a legal orcontractual link with the central office of the organization and be subject to a common quality
system which is laid down, established and subject to continuous surveillance by the central
office. This means that the central office has the rights to implement corrections or corrective
actions when needed at any site. This shall be laid down in the contract between the central
office and the sites.
Examples of possible multi-site organizations are:a. Organizations operating with franchises with common SMS, (for example, hotelmanagement groups);b. Tourism service companies with multiple sites offering a similar service; andc. Tourism companies with multiple branches.
Eligibility of a multi-site organization for certification
14.5.

The requirements of Clause 5 of IAF MD 1:2018 shall apply.

14.6.

All the relevant sites (including the central office) shall be under the multi-site organization’s
internal audit program and all shall have been assessed in line with that program before theorganization applies to the certification.

14.7.

The tourism services provided by the multi-site organization shall be managed by the sameorganization.

14.8.

The multi-site organization shall demonstrate that its central office has established asustainability management system in line with the Reference Standard under assessment andthat the whole organization meets the requirements of the standard. This shall include
consideration of relevant regulations.

14.9

Factors affecting the eligibility of a “multi-site organization” to be eligible for sampling:41

14.9.1.

The multi-site certification process shall not be applied where site sampling is not
appropriate to gain sufficient confidence in the effectiveness of the management
system under assessment. Such considerations shall include:
14.9.1.1.

The scope of the sustainability management system and if
applicable sub-scopes for each site; and14.9.1.2.

Size of sites eligible for multi-site assessment: the larger the size ofindividual sites, the greater the inherent tendency for system
implementation to vary from site to site; consequently, the greater
the need to have a higher sampling frequency. Similarly, extreme
differences in the size or complexity of individual sites within the
population increase the tendency for variations in the way in which
the system is implemented. If significant variation exists in operational
equipment or site size, such that it would be reasonable to expect
some variations in consistency of operations, visits undertaken shallensure sufficient sampling of each sub-category of site type.

Specific requirements applicable to multi-site organization’s certification
14.10.

Information required:14.10.1.

To properly evaluate if the organization complies with the requirements of a multisite organization, besides the information usually required for the application, it shallalso include the evaluation of:
14.10.1.1.

Results of internal site audits and management reviews or previous
certification audits;

14.10.1.2.

Records of complaints and other relevant aspects of corrective andpreventive action;

14.10.1.3.

Significant variations in the size of the sites/services;

14.10.1.4.

Variations in shift patterns and work procedures;

14.10.1.5.

Complexity of the management system and processes conductedat the sites;

14.10.1.6.

Modifications since the last certification audit;

14.10.1.7.

Maturity of the management system and knowledge of theorganization;42

14.10.1.8.

Environmental and social issues and extent of aspects andassociated impacts for sustainability management systems;

14.10.1.9.

Differences in culture, language and regulatory requirements;
geographical dispersion; and14.10.1.10.
14.10.2.

Whether the sites are permanent, temporary or virtual.

The CB shall have procedures to conduct the certification of a multi-siteorganization. These procedures shall be made available to the clients.

14.11.

Sampling:
14.11.1.

The CB shall have a written procedure to establish and manage the site sampling
process for the audit of a client's sustainability management system covering thesame activity in various locations. The rationale for the sampling plan shall be
documented for each client.

14.11.2.

The sampling frequency shall be at least once every year.

14.11.3.

The CB shall follow mandatory requirements set out in IAF MD1:2018 for determining
the sampling.

14.12.

Management of non-conformities:
14.12.1.

The requirements in Clause 7.7 of IAF MD 1:2018 shall be met.

14.12.2.

The CB shall monitor the multi-site organization’s review and corrective action
process and may need to increase the sampling frequency until it is clear that
control is re-established.

14.12.3.

When carrying out the audit process, if any site has a major non-conformity, the CB
shall not:14.12.3.1.

Issue a certificate to any of the network until satisfactory corrective
action is completed (for initial and re-certification only); and14.12.3.2.

Exclude a particular site because of a Major non-conformity at thatsite (in the case of surveillance).

14.13.

Certificates:
14.13.1.

The CB shall issue a single certificate identifying the name and address of the central
office of the multi-site organization and with a list of the sites to which the certificate

43relates. If the certification scope of any site(s) is only part of the general scope, thiswill be clearly shown in the schedule.
14.13.2.

The list of sites shall be kept updated. The CB shall require the multi-site organization
to inform any changes in the sites, including the closure of any of the sites.

14.13.3.

Additional sites can be added to an existing certificate as part of surveillance orrecertification audits. When adding a new group of sites to join an already certified
multi-site organization, the new sites shall be considered as an independent set forthe determination of the sample size. After adding the new group to the certificate,
the CB shall add the new sites to the previous total to work out the sample size for
future surveillance or certificate renewal audits.

14.13.4.

The certificate shall be suspended in its entirety if the central office or any of thesite(s) does not / do not fulfill the necessary criteria for maintaining the certificate.

15. Group Certification
Introduction
15.1.

Several individual tourism enterprises may form a group to implement a Reference Standard
and seek certification together. The purpose is to share the cost of implementation andcertification. Group certification is a well-established good practice within sustainability
standards and is particularly practiced by small and medium businesses.

15.2.

Group certification is a practice of organizing individual enterprises into structured groups to
implement a Reference Standard in a common manner and under a common leadership andcommitment and achieve effective sustainable performance according to the ReferenceStandard. Group certification shall not be confused with multi-site certification which can beapplied to a single enterprise.

Requirements Applicable to Group Certification
15.3.

When a certification scheme accepts the practice of group certification, the following shallbe required:
15.3.1.

Group members shall be individual organizations that offer similar tourism
services;4415.3.2.

Group members shall operate in the same country and with the samelanguage;

15.3.3.

The group shall have a mechanism to manage the implementation andmaintenance of the same Reference Standard;

15.3.4.

The group shall establish and maintain a sustainability management system;

15.3.5.

The sustainability management system shall have a mechanism to ensure andassess systematically the conformity and performance of each individual
enterprise of the group, including internal audits;

15.3.6.

A group manager shall be appointed who shall be responsible for the operationof the sustainability management system. The group manager may be acooperative of group members, an association, a consultant or an external
auditing body;

15.3.7.

All the members of the group are formally committed to comply with the rules
and management of the group and the requirements of the ReferenceStandard and the certification obligations; and15.3.8.

Group members are legally established entities, with their own name or brand.

15.4.

The CB shall ensure that the GSTC’s requirements for groups are followed.

15.5.

Annex C presents the requirements applicable to the operation of a group certification.

Communication Between the CB and the Group
15.6.

The CB shall clearly communicate the certification requirements for group certification,
including these requirements and any additional scheme specific requirements (regardless ifthese are set by the CB or the standard owner) to the group manager.

15.7.

There shall be a contract between the group and the CB, including a commitment by the groupmanager to meet the Reference Standard and certification requirements for group
certification.

15.8.

The group manager shall report annually to the CB, including on relevant changes in thegroup’s production and management practices, and provide comments and actions
regarding any shortcomings in the system.

NOTE: The annual report can be a narrative or in the form of a template provided by the scheme or CB.

45

Evaluation of the Sustainability Management System (SMS)15.9

The CB shall audit the group’s SMS in order to evaluate its functioning and effectiveness and toascertain whether the SMS results in conformity with the Reference Standard and certification
requirements for group certification.

15.10.

The CB shall audit the SMS to the same Reference Standard at least once every year.

15.11.

The CBs audit of the SMS shall include an assessment of the conformity with the requirements
outlined in this document and, in particular, that:
15.11.1.

All internal procedures are in place;

15.11.2.

The group members know and access the Reference Standard and certification
requirements for group certification;

15.11.3.

A risk assessment, appropriate to the nature, scale and complexity of the tourism
activity, is carried out by the group;

15.11.4.

Each member of the group shall be internally inspected annually;

15.11.5.

New group members are only accepted as certified after the record-keeping
requirements are fulfilled, the internal inspection is completed and there are no
major non-conformities outstanding;

15.12.

15.11.6.

Instances of non-conformity are dealt with by the group manager; and15.11.7.

Adequate records of internal inspections are maintained.

The CB shall carry out a risk assessment of all aspects of the group and its members, as well asof the SMS, to identify risks to the integrity of the certification. The risk assessment shall function
as a basis for the audit and certification activities.

15.13.

The auditor shall assess the competence of the group’s internal auditors, according to ISO
19011:2018.

15.14.

The CB shall audit a sample of group members to evaluate the effectiveness of the sustainability
management system. The sample size shall be based on the results of the risk assessment. The
minimum number of group members to be audited annually by the CB shall be the square rootof the total number of members in the group. The members to be audited shall be selected ina way that represents the whole group, based on a combination of a risk-based and random
selection of the sample.

46

15.15.

The outcome of the external audit of group members shall be compared with the outcome of
the group’s internal audit.

Sanctions15.16.

Non-conformities regarding group compliance shall be based solely on the ReferenceStandard and certification requirements for group certification.

15.17.

The CB shall have a documented sanctions policy for non-conformities regarding thecertification of groups. The sanctions shall be applied to the group as a whole.

15.18.

Failure of a group manager and internal auditors to detect non-conformities shall lead tosanctions. Failure of group management to act on non-conformities and apply appropriate
sanctions to group members shall also lead to sanctions.

15.19.

Major non-conformities, when the SMS is not functioning or when there is a direct risk that
services are not meeting the standards or that non-certified services are sold as certified, shalllead to suspension of the entire group's certification.

15.20.

The CB shall follow up sanctions in a timely manner to determine if conditions have been fulfilled
and shall render further sanctions where necessary.

Certificates
15.21.

The CB shall issue a single certificate identifying the name and address of all the members of
the group to which the certificate relates.

15.22.

The list of group members shall be kept updated. The CB shall require the group manager toinform of any changes in the membership, including the closure of any of the group members.

15.23.

The certificate shall be withdrawn in its entirety if the group manager or any of the groupmembers does not / do not fulfill the necessary criteria for maintaining the certificate.

16. Requirements for Tour Operator
Introduction
16.1.

The term “Tour Operator” is the business/organization that plans, operates and delivers acomplete package tour to a traveller. The term Tour Operator involves a large diversity of typesof packages, transport operators and sellers of travel that can be combined amongst them47

and vary according to the set of product/service offering, ownership structure and/or
geographical location of their operations. For the purpose of certification, Tour Operatorscomprise outbound Tour Operator, inbound Tour Operator and Land Transport Suppliers andany combination amongst the 3 categories.
16.2.

The main Tour Operator sustainability impacts occur outside their premises and arise by their
third-party suppliers such as accommodation, transportation, guiding, food services, attractionsof many types, catering, entertainment and other services. Effective Tour Operator
management systems are essential for these varied and complex businesses and shall include
sustainability and monitoring of performance on sensitive sustainability issues within the supply
chain.

The Scope/eligibility of Tour Operator for certification
16.3.

The Tour Operator shall register legally as a Tour Operator providing inbound, outbound or
domestic tour services to be eligible for Tour Operator Certification.

16.4.

The CB shall define the scope of certification with the client by identifying the type and businessscope of the Tour Operator as per the following categories and corresponding definitions:16.4.1.

Type of Tour Operator:
16.4.1.1.

Outbound Tour Operator: Businesses that operate outbound tourism
comprising activities of a visitor that resides outside the country ofreference, either as part of an outbound tourism trip or as part of adomestic tourism trip.

16.4.1.2.

Inbound Tour Operator: Businesses that operate inbound tourism
comprising activities of a non-resident visitor within the country ofreference on an inbound tourism trip.

16.4.1.3.

Domestic Tour Operator: Businesses that operate domestic tourism
comprising the activities of a resident visitor within the country ofreference, either as part of a domestic tourism trip or as part of anoutbound tourism trip.

16.4.1.4.

Destination Management Companies (DMCs): They may also becalled Ground Handlers and other similar descriptions. Businesses
arrange and operate tours for incoming tourists on behalf of overseas
Tour Operators.

48

16.4.2.

Business Scope of the Tour Operator:
16.4.2.1.

A wholesale tour operator is a travel professional that creates travel
packages to be sold to travellers directly or through travel agencies
at a discount.

16.4.2.2.

As a seller of their services on a retail basis.

16.4.2.3.

As an owner of their own transport vehicles, or lease from others, ora combination of the two.

16.5.

The CB shall be aware that the Tour Operator may operate diverse sets of products/services
offerings across the different categories of Tour Operators defined in 16.4.

16.6.

In cases where a Tour Operator manages more than one of the categories described in 16.4,
the CB shall determine whether the scope of certification should include all the categories orwhether each Tour Operator category should apply for separate certifications.
16.6.1.

If all Tour Operator categories are subject to a common sustainability management
system, then all the categories shall be considered in the scope of certification.

16.7.

The Tour Operator shall conduct due diligence on its suppliers and subcontractors regarding
their compliance with the GSTC Industry Criteria. The minimum activities for the Tour Operator
to fulfil this requirement shall be recorded and shall include:
16.7.1.

Communicating the GSTC Industry Criteria to the suppliers and subcontractors;

16.7.2

Performing assessments of the suppliers and subcontractors' compliance by achecklist for ensuring their sustainability performance. The checklist used by the Tour
Operator shall ensure it measures sustainability performance of the suppliers andsubcontractors; and16.7.3.

Monitoring the activities and tracking the performance of suppliers andsubcontractors according to requirement 16.22 to ensurethat these risks are

effectively addressed.
16.8.

In cases where the Tour Operator owns majority equity in a supplier or is under common
ownership with that business, and supplier’s products and services are promoted or usedfrequently by the Tour Operator, the Tour Operator shall be required to arrange for that businessto be either (i) included within the scope of certification, or (ii) certified under a separate anddistinct certification. A five-year timeline for inclusion or completion of certification shall be set
by the CB (8.5.7.1.1).

49

Requirements for preparing an audit plan for Tour Operator based on risk assessment
16.9.

The CB shall be aware of the scope, the characteristics, ownership structure, degree ofownership of suppliers and the type of Tour Operator product to ensure that the audit plan isadapted to each client’s context.

16.10.

The CB shall understand that the Tour Operator may operate with a diverse set of
product/service offerings, but the focus of the audit process should be based on considering
which of those categories serve as the primary business unit by volume.

16.11.

The CB shall specify the type of Tour Operator Product to be included in the audit:
16.11.1.

Multi-day packages that include accommodation.

16.11.2.

Excursions; Single-day tour packages without any overnight accommodation.
These include city tours, local tours, regional tours, or shore excursions from cruises
while in port.

16.12.

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

16.13.

16.12.1.

Number of sites where the Tour Operator operates;

16.12.2.

Size of business based on number of passengers; and16.12.3.

Size of business based on number of suppliers.

The CB shall provide sampling procedures of the Tour Operator. In case the Tour Operator has
more than one unit, the sampling process needs to include them inside the scope of
certification. The procedure shall meet IAF MD1:2018 Requirements.

16.14.

The CB shall include in the audit process the review of the Tour Operator management systemfrom the headquarters and relevant field offices, of performance records relating to therequirements of the management system and suppliers contracts.

16.15.

The CB shall include in the audit plan an evaluation of the Tour Operator’s sampled suppliers
that includes all significant components of the TO’s activities and shall complete the evaluation
during its audit. The sampling plan shall be developed in advance of each audit, before theon-site assessment, and shall include the identification of the highest volume tours and higher
risk categories of tours.

16.16.

The CB shall ensure that the sampling process includes and prioritizes the suppliers based on thefactors below, in decreasing order of importance:50

16.16.1.

Supplier is most frequently used by the Tour Operator;

16.16.2.

Supplier is part of any kind of internal or external investigation, including complaintinvestigations;16.16.3.

Suppliers that have been certified by another GSTC-Accredited CB. However, insuch cases, the CB may limit its evaluation to determining the scope, validity andabsence of recent events relating to such certification, and may determine that
this is sufficient evidence of conformity to the GSTC Criteria; and16.16.4.
16.17.

Suppliers other than those in Sections 16.16.1, 16.16.2, 16.16.3 and 16.16.4.

Where the CB certifies both the Tour Operator as well as certain eligible Tour Product (seeSection 17) that are arranged by the Tour Operator, the CB shall ensure that sampling
specifically includes non-eligible and non-certified Tour Product, i.e., the CB cannot rely solely
on evidence from certified eligible when certifying the Tour Operator overall activities, andshall obtain evidence from sampling outside of certified eligible.

16.18.

The sampling of contracted services does not constitute certification of the suppliers nor of its
products. The Tour Operator external communications shall not state or imply that suppliers or
products are certified (unless the products are awarded Stand alone certification as per Section
17).

16.19.

Suppliers that are being sampled for the purpose of auditing may be audited remotely if these
are considered low risk by the CB.

Communication between the CB and the client
16.20.

The CB shall clearly communicate the certification requirements for Tour Operator, includingthese requirements and any additional scheme specific requirements (regardless if these are
set by the CB or the standard owner) to the client.

Evaluating the Tour Operator Management System
16.21.

The CB shall audit the Tour Operator Management System in order to evaluate its functioning
and effectiveness and to ascertain whether the SMS results in conformity with the ReferenceStandard and certification requirements.

16.22.

The CBs audit of the SMS shall include an assessment of the conformity with the requirements
outlined in this document and, in particular:
16.22.1.

Policy for contracting and contract implementation relating to sustainability;51

16.23.

16.22.2.

Sustainability measurement and monitoring mechanism of suppliers performance;

16.22.3.

Degree of control of suppliers involved in the supply chain; and16.22.4.

Mechanism of control, internal procedures and reports of the supply chain.

The CB shall ensure that the Tour Operator encourages suppliers to gain individual sustainable
certification if there are relevant certification programs, and evidence of an increase in thenumber of certified suppliers shall be provided in the management system records. For all
categories of Tour Operator, the CB shall verify the following:
16.23.1.

The Tour Operator implements a policy of preferential contracting with certified
sustainable suppliers if there are relevant certification programs.

16.23.2.

Special attention shall be given to contracting certified sustainable hotels due tothe importance of hotels to most Tour Operator product offerings and due to thegeneral availability of certified hotels properties. Among certified hotels, additional
preference shall be given to those certified to the GSTC Industry Criteria by the
GSTC-Accredited CB.
16.23.2.1.

Evidence of an increase in the number of certified hotels by the
GSTC-Accredited CB shall be provided in the management system
records of the Tour Operator.

16.23.3.

In cases where the Tour Operator subcontracts for land transport, special attention
shall be given to contracting land transport suppliers using clean energy vehicles.

16.23.4.

The Tour Operator contracting policy indicates that in the contract bidding process,when two or more bids are similar in price and quality, a certified supplier shall bechosen in preference to a non-certified supplier.

16.23.5.

All supplier contracts include clauses requiring sustainable practices to be
implemented and reported to the Tour Operator.

16.24.

The CB shall ensure that the following main supplier components are monitored in the Tour
Operator management system:
16.24.1.

Assessment of the overall quality of sustainable supply of key product and service
categories, such as:
16.24.1.1.

Hotel/Accommodation

16.24.1.2.

Transport Supplier5216.24.1.3.
16.24.2.

Attraction

Quality of the reporting capacity and data compilation capacity of the Tour
Operator sustainability management system per Criterion A1 shall include supply
chain performance information.

16.25.

Aviation components of Tour Operator contracting and operations are outside the scope of
the GSTC Accreditation for Tour Operator certification. However, the CB shall assess the Tour
Operator conformity with the GSTC Criterion D2.1 Greenhouse Gas Emissions (GHG) from thefollowing perspectives:
16.25.1.

Whether specific aviation components are necessary in place of lower-GHGemitting transport options such as trains or other land-transport vehicles; and16.25.2

Whether the aviation booking is directly managed by the TO.

17. Tour Product Certification
Introduction
17.1.

A product applying for the GSTC Product Certification shall be operated by the GSTC-Certified
Tour Operator.

17.2.

When certifying a Tour Product, the CB shall evaluate conformity with all GSTC Industry Criteria.

17.3.

The CB may rely on its previous evaluations of certain GSTC Industry Criteria, provided that the
CB obtains evidence that (i) the management system that was previously evaluated also
applies to the Tour Product to be separately certified, and (ii) the management system
continues to operate effectively in conformity with the GSTC Industry Criteria. However, forcriteria where Product-Specific Evidence is required (see Clause 17.4 below), the CB cannot
rely solely on evidence from previous evaluations.

17.4.

When certifying a Tour Product the CB shall specifically evaluate the following GSTC Industry
Criteria at each audit, and shall obtain evidence of conformity with each criterion that is
directly attributable to the Tour Product to be certified (“Product-Specific Evidence”). The CB
shall evaluate and record Product-Specific Evidence for each of the following GSC Industry
Criteria:
a. A5 Customer experience;53

b. A6 Accurate promotion;c. A7.4 Access for all;d. A9 Information and interpretation;e. B2 Local employment;
f. B3 Local purchasing;g. B4 Local entrepreneurs;h. B5 Exploitation and harassment;
i. B7 Decent work;
j. B8 Community services;k. B9 Local livelihoods;
l. C1 Cultural interactions;m. C3 Presenting culture and heritage;n. C4 Artefacts;o. D1.1 Environmentally preferable purchasing;p. D2.2 Transport;
q. D2.4 Solid waste;r. D3.3 Visits to natural sites;s. D3.4 Wildlife interactions;t. D3.5 Animal welfare; andu. D3.6 Wildlife harvesting and trade.
17.5.

For the GSTC Criteria where Product-Specific Evidence is not required, the CB shall evaluate thecriteria, but may choose to do so either at an aggregated level or at a product-specific level.

17.6.

Certificates shall be cancelled immediately in the case where the Tour Operator certification
expires or is revoked.

17.7.

The Tour Operator is not eligible to conduct a certification process while its certificate issuspended.

Eligibility for Tour Product Certification
17.8.

Eligibility for Product Certification:
54

17.8.1.

The GSTC Tour Product Certification is only applied to excursions.

Certification of Excursion
17.9.

Definition of Excursion:
17.9.1.

“Excursion” is defined as a day-trip of any number of hours, without overnightaccommodation, and consisting of one or more of the following: attractions, guideservices, transport vehicles, food and beverage.

17.10.

Eligibility for Certification of Excursions:17.10.1.

An excursion shall be certified only if it is operated by a Tour Operator that is certified
by an Accredited Certification Body, as set out in this Accreditation Manual;

17.10.2.

The Tour Operator is currently certified by GSTC-Accredited Certification Body per
the terms of this Accreditation Manual;

17.10.3.

Excursions shall be operated by a certified Tour Operator that is categorized per theterms of 16.4.1;

17.10.4.

Excursions shall be certified only if in the case that the product operates in largely
the same manner for a full calendar year, with minimal changes to land transport
suppliers and vehicles, attractions, and the itinerary. When alternate key suppliers
are provided to replace the regularly used suppliers, the Tour Operator selects themas a matter of standard operating procedure from their approved list within their
management system; and17.10.5.
17.11.

Customized Excursion packages shall not be certified.

Requirements for Certification of Excursions:17.11.1

Specific Excursions shall be clearly defined and documented for auditing by the
Certification Body, indicating its marketed name plus key features including places
visited and types of land transport vehicles used;

17.11.2

Changes to the standard itinerary of the Excursion shall conform to the requirementsof the management system and all other elements of Section 16 and 17;

17.11.3

The Excursion suppliers shall be controlled by the Tour Operator management
system, including but not limited to:17.11.3.1

Attractions are selected and monitored with a focus on avoidanceof visits that are harmful to the environment as follows:55

17.11.3.1.1.

High risk attractions located in the areas having highnatural and/or cultural conservation value or high risk
activities with wildlife or sensitive cultural site visits likemarinemammalparks/showsandindigenous

communities shall have documentation to explicitly
demonstrate compliance with each aspect of
criterion and each aspect of the indicators applicableto that criterion (See the Clause of 8.5.12.6 and8.5.12.12); and17.11.3.1.2.

The documentation shall be updated annually withhistoricalevidence

todemonstratecontinued

conformity over the previous year.
17.11.3.2

Clean energy vehicles shall be required in the contracting process
over higher-GHG emitting vehicles except where reasonableprocurement of such vehicles is not possible; and17.11.3.3

Sustainably procured food service shall be provided as much asreasonably possible.

17.12.

Cancellation of Certificate:17.12.1.

Certifications of Excursions shall be cancelled immediately in the case the Tour
Operator certification expires or is revoked.

18. Branding & Market Access
18.1.

Licensing Agreement:
18.1.1.

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

18.1.2.

A certification scheme subcontracting auditing and certification services with
one or more GSTC-Accredited CB shall operate in accordance with a
Certification Scheme Licensing Agreement (CSLA) with the GSTC:
18.1.2.1.

Certification schemes shall not state or imply in its marketing or
operational material or instructions that is a GSTC-Accredited CB.
Further guidance in this regard is provided within the CSLA.
56

18.2.

Market Access for Certified Organizations:18.2.1.

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

18.2.2.

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

18.2.3.

The GSTC-Accredited CBs certification schemes and their certificate holders may
receive various market access opportunities and promotions directly by the GSTC
(subject to available resources). Engagement in those programs and activities shalladhere to the terms of the Certification Body Licensing Agreement (CBLA) andCertification Scheme Licensing Agreement (CSLA) with the GSTC, or any separate
Trademark Licensing Agreement as required by the GSTC.

18.2.4.

The GSTC Logo Usage relating to the GSTC Tour Product Certification shall comply
with the terms of the Certification Body Licensing Agreement (CBLA) with the GSTC.
The GSTC logo shall not be presented with or alongside any tour product unless
those tour product are currently GSTC-Certified according to the requirements in
Section 17.

57

PART IV: GLOSSARY AND TERMS
19. Definitions
19.1.

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

Accreditation

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

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 the GSTC Reference Standard.

Accreditation Cycle

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

Accommodation: service facilities that regularly provide overnight
lodging for travellers in a form of a room or other type of unit andmay provide limited or full services such as food and beverage,
housekeeping, recreational and/or fitness activities, amongst others.
The categories of accommodation involve a large diversity of types
and forms that are recurrently evolving and vary according to thecultural and socio-economic context.
For the purpose of certification, accommodation comprises a wide
range of categories including but not limited to hotel, hostels,
motels, roadside inns, beach hotel, apartment hotel, tourist
residence, bed and breakfast establishments, tourist residences,
farmhouses,

holiday58

dwellings,

glampingsites,

andsimilaraccommodation appropriately equipped to offer at least an
overnight stays and/or additional services.
Attraction

A physical or cultural feature of a particular place that individual
travellers or tourists perceive as capable of meeting one or more of
their specific leisure-related needs. Such features may be ambientin nature (e.g. climate, culture, vegetation or scenery) or they may
be specific to a location, such as a theatre performance, a museum
or a waterfall. (Source: Robert Harris & Joy Howard. 1996. Dictionaryof Travel & Tourism Hospitality Terms. Hospitality Press, Melbourne.)

Audit Conclusion

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

Audit Criteria

Set of requirements used as a reference against which objective
evidence is compared.
1.

Note 1: If the audit criteria are legal (including statutory or
regulatory) requirements, the words “compliance” or “noncompliance” are often used in an audit finding; and2.

Note 2: Requirements may include policies, procedures, work
instructions, legal requirements, contractual obligations, etc.

[SOURCE: ISO 19011:2018]
Audit Evidence

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

Audit Findings

Resultsoftheevaluation

of

the

collected audit

evidence against audit criteria.
1. Note 1 to entry: Audit findings indicate conformity andnonconformity;
2. Note 2 to entry: Audit findings can lead to the identification ofrisks, opportunities for improvement or recording goodpractices; and59

3. Note 3 to entry: In English, if the audit criteria are selected fromstatutory requirements or regulatory requirements, the audit
finding is termed compliance or non-compliance.
[SOURCE: ISO 19011:2018]
Audit Plan

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

Audit Program

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

Audit Scope

Extent and boundaries of an audit.
1.

Note 1: The audit scope generally includes a description of thephysical and virtual locations, functions, organizational units,
activities, and processes, as well as the period covered; and2.

Note 2: A virtual location is where an organization performs
work or provides a service using an online environment
allowing individuals irrespective of physical locations to
execute processes.

[SOURCE: ISO 19011:2018]
Audit TeamOne or more persons conducting an audit, supported if neededby technical experts:
1. Note 1: One auditor of the audit team is appointed as the audit
team leader; and2. Note 2: The audit team can include auditors in training.
[SOURCE: ISO 19011:2018]

CB

See Certification Body.

Central Office

The office that is responsible for and centrally controls the
management system.
[SOURCE: IAF MD 1:2018, modified]60

Certification

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

Certification Body

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

Certification Scheme

Certification system related to specified products, to which thesame specified requirements, specific rules and procedures apply.
Note 1: The rules, procedures and management for implementing
product, process and service certification are stipulated by thecertification scheme; and[SOURCE: ISO/IEC 17065:2012, 3.9, modified]
NOTE 2: the GSTC System is a Certification system.

Certification System

Rules, procedures and management for carrying out certification.
[SOURCE: ISO/IEC 17000:2004, 2.7, modified]ClientA tourism enterprise that purchases a certification service from a
CB.

Compliance Audit

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

Conflict of Interest

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

Conformity

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

Conformity Assessment

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

Consultancy

The provision, for a fee (directly or indirectly), of expertise to a
tourism enterprise or CB on the design, management andoperation of their services.
61

Destination

A physical space with or without administrative and/or analyticalboundaries in which a visitor can spend an overnight. It is the cluster(co-location) of products and services, and of activities andexperiences along the tourism value chain and a basic unit ofanalysis of tourism. A destination incorporates various stakeholders
and can network to form larger destinations.
[SOURCE: World Tourism Organization (2019), UNWTO Tourism
Definitions,

UNWTO,

Madrid,https://doi.org/10.18111/9789284420858)

DOI:
and

(https://www.gstcouncil.org/wp-content/uploads/GSTCDestination-Criteria-v2.0.pdf)

A destination is a geographical area consisting of all the services
and infrastructure necessary for the stay of a specific tourist or
tourism segment. Destinations are the competitive units of incoming
tourism.

[SOURCE:https://www.gstcouncil.org/gstc-

criteria/glossary/].
Equivalent Standard

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

GSTC

Global Sustainable Tourism Council.

GSTC Accreditation

Accreditation provided by the GSTC.

GSTC Assurance Panel

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

62

GSTC Criteria

GSTC Criteria are a common understanding of sustainable tourism
and are the minimum that any tourism business should aspire toreach. They are organized around four main themes: effective
sustainability planning; maximizing social and economic benefits
for the local community; enhancing cultural heritage and reducing
negative impacts to the environment. Although the criteria are
initially intended for use by the accommodation and tour
operation sectors, they have applicability to the entire tourism
industry.

GSTC Requirements for CBs

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

GSTC Recognized Standard

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

GSTC Standard

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

Hotel

Term treated in a generic way to refer to accommodation.

Impartiality

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

Initial Certification Audit

Audit carried out by an auditing organization independent of theclient and the parties that rely on certification, for the purpose ofcertifying the client's sustainability management processes andsustainability performance.
1.

Note 1: Certification audits include initial, surveillance, recertification audits, and can also include special audits.

2.

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

Major Non-conformity

Non-conformity that affects the capability of the management
system to achieve the intended results.

63

Non-conformities could be classified as major in the following
circumstances:●

if there is a significant doubt that effective process control is inplace, or that products or services will meet specified
requirements;●

a number of minor non-conformities associated with the samerequirement or issue could demonstrate a systemic failure andthus constitute a major non-conformity.

Minor Non-conformity

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

Multi-site Organization

An organization covered by a single management systemcomprising an identified central office (not necessarily theheadquarters

of

the

organization)

at

which

certainprocesses/activities are planned and controlled, and a number ofsites(permanent,

temporaryorvirtual)

at

which

such

processes/activities are fully or partially carried out.
[SOURCE: IAF MD 1:2018]
Non-Conformity

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

Objective Evidence

Data supporting the existence or verity of something.
1.

Note 1: Objective evidence can be obtained throughobservation, measurement, test or by other means; and

2.

Note

2:

Objective

evidenceforthepurposeofthe audit generally consists of records, statements of fact, orother information which are relevant to the audit criteria andverifiable.
[SOURCE: ISO 19011:2018]
Performance

Measurable result.
1.

Note 1: Performance can relate either to quantitative or
qualitative findings; and

64

2.

Note 2: Performance can relate to the management ofactivities, processes,

products,

services,

systemsororganizations.
[SOURCE: ISO 19011:2018]
Process

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

Reference Standard

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

Requirement

Need or expectation that is stated in the Reference Standard.

Scheme Owner

Person or organization responsible for developing and maintaining
a specific certification scheme.
Note: The scheme owner can be the Certification Body itself, agovernmental

authority,

a

trade

association,

a

group

of

Certification Bodies or others.
[SOURCE: ISO/IEC 17065:2012, 3.11]
Sustainable Tourism Standard

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

Surveillance Audit

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

Tour Operator

Businesses/organizations

that

plan,

operateanddeliveracomplete package tour to a traveller. The term Tour Operator
involves a large diversity of types of packagers, transport operatorsand sellers of travel that can be combined amongst them and vary
according to the set of products/services offering, ownership
structure and/or geographical location of their operations.
65For the purpose of certification, Tour Operator comprise outboundTour Operator, inbound Tour Operator and land transport suppliers
and any combination amongst the 3 categories.
Tour ProductProducts of traveling around from place to place that areorganized and offered by Tour Operator with a broad range ofservices in the tourism industry, marked by a high degree of
packaging product and service components of transport, places,
activities, or accommodation.

20. Level of Requirement
Term

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

“shall”

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

“should”

The body is expected to take the specified action.

“may:

The body is allowed to take the specified action.

66

Annex A - GSTC Checklist: Certification Scheme –Certification Body Framework (Normative)
This document outlines the steps for implementing the Certification Scheme (CS) – Certification Body
Framework/approach for accreditation described in Clause 5.1.2.3.3. The Certification Body and theCertification Scheme shall comply with this GSTC Checklist when the Certification Body applies for thescope extension of accreditation to provide auditing and certification services against the

GSTC-

Recognized Standard owned by a Certification Scheme.
A.1. Checklist and steps
A.1.1. The CS signs a service agreement with an Accredited Certification Body (CB):-CS agrees to no longer manage/provide auditing and certification services.

-

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

-

The CS and CB agree on the role of CS auditors in the accredited process. If CS auditors continue
to audit under the CB-CS arrangement, these auditors will have to qualify as the GSTC auditor
following the respective GSTC-Accreditation Manual requirements,-

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

A.1.2. Licensing Agreement GSTC-CS / GSTC-CB:-Enter into a Certification Scheme Licensing Agreement (CSLA) with the GSTC which provides rulesof engagements for the GSTC logo and trademark usage.

-

Enter into a Certification Body Licensing Agreement (CBLA) with the GSTC which provides rulesof engagement for the GSTC logo and trademark usage for its own clients and for clients of any
and all certification schemes that contract with the CB to conduct certification/auditing
functions on their behalf.

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

67

-

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

-

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

A.1.4. GSTC reviews the application:-

To determine the duration and type of assessment needed.

-

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

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

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

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

Major non-conformities resulting from the witness assessment shall be satisfactorily closed.

A.1.7. Upon a positive GSTC decision to extend the scope of accreditation, the CB will now be entitledto carry out audit and certification services on behalf of the CS.
A.1.8. CB carries out the certification audit and makes the certification decision against the GSTCRecognized Standard owned by the CS.
A.2. Associated documentation
A.2.1. The GSTC Accreditation Manual for Certification of Hotel/Accommodation & Tour Operator v3.1.
A.2.2. GSTC Accreditation Procedure v1.0-date September, 2023.

68

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

Hotel

Tour Operator

Hotel + Tour
Operator

Online or in

OnlineorinOnlineorinUnderstanding of sustainable

personpersontraining

persontraining

tourism

training

attendance

attendance

attendance

Module A

Overview of the the GSTC

Online or in

OnlineorinOnlineorinpersonpersontraining

persontraining

training

attendance

attendance

In person training

In person training

attendance

attendance

In person training

In person training

attendance

attendance

attendance

Module B

Module C

Module D

Module E

Industry Criteria and indicatorsfor Hotel

attendance-

for Tour Operator
Destinations Criteria and-Indicators

Field exercise

Criteria and Indicators

persontrainingIndustry Criteria and indicators

Written exam on the contents of
Evaluation

In

-

-

Mock-Audit

Mock-Audit

Mock-Audit

training

training

training

exercise with

withhotel(s)Operator(s)

Above

85%

exerciseAboveachievement

achievement

Field performance test on the

Above

Above

ability to apply Criteria andachievement

69

75%

achievement

Tour

exercisewith hotel(s) andTour Operator(s)

85%

Above

85%

achievement
75%

Above
achievement75%Indicators to the field and theaudit skills
Note: All training sessions are arranged and managed by the GSTC.

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

Module A

tourism1(offline)

Overview of the GSTC (mission &programs)

Module B

Industry Criteria and Indicators(offline)for Hotel2

Module C

Industry Criteria and Indicators(offline)

for Tour Operator3

Module D

Destinations(offline)

Indicators4

Criteria

Hotel + Tour

Hotel

Tour Operator

2 hours

2 hours

2 hours

1 hour

1 hour

1 hour

6 hours

1 hour3 hours-

5 hours

3 hours---

8 hours or

8 hours or

16 hours or

1 day

1 day

2 dayslecture and9 hours lecture

9 hours lecture

1-day field

and 1-day fieldand 2 days fieldpractice &practice & test

practice & ‘test

andOperator

Module E(offline)
Evaluation

Field exercise and Performance
test5

6

(offline)
9 hours
Total training time required

test
1 The length of the lecture may be subject to change according to the understanding/experience level ofthe trainee. Questions on the GSTC Auditor Training should be directed directly to the GSTC.
2, 3, 4 are based on the condition of no group discussion(s) and guest speech(es) time70

5 The length of field exercise and performance test does not include the travel time to/from the field

exercise site and the length of field performance test subject to change according to the number oftrainees.
6 Online exam time is not mentioned here as it is taken by an individual trainee.

Note 1: Total training time required is subject to change by the GSTC.
Note 2: The GSTC may provide online training on Modules A-D in exceptional circumstances such as Covid19 or other high risk situations.

71Annex C- Requirement applicable to a Group of Tourism
enterprises that cooperatively implement a Reference
standard and seek certification.
The CB shall provide information about the specific requirements applicable to Group Certification. At
least, these requirements shall include:
C.1.

Sustainability Management System:
C.1.1.

The group shall establish, implement, maintain and continuously improve asustainability management system that complies with the Reference Standard
requirements.

C.1.2.

The SMS shall be documented.
The SMS shall include written rules on:-

Responsibilities

andauthorities

for

relevant

roles

for

the

successful

implementation and maintenance for the sustainability management system
and its performance, including the group manager, staff, contractors, elected
persons and committees;-

Approval and rejection of new members;-

Record-keeping requirements for both group members and the group’s
manager;

C.2.

-

Internal audits;-

Qualification criteria for internal inspectors;-

Processes for applying sanctions and appeals;-

Operation and control of the sustainability management processes; and-Creating, updating and control of documented information.

Resources:
C.2.1.

The Group SMS shall determine and provide the resources needed, including
staffing, competency, training, infrastructure, technology and finance for theestablishment, implementation, maintenance and continual improvement of thesustainability management system and ensure conformity of individual memberswith the Reference Standard and specific certification requirements applicable togroup certification in an objective and transparent manner.
72

C.3.

Group Manager:
C.3.1.

The group manager shall be responsible for the implementation of the SMS,
including verifying group member conformity with the requirements of theReference Standard and specific certification requirements applicable to group
certification;

C.3.2.

The group manager shall appoint one person or group (e.g. committee) in chargeof the SMS;

C.3.3.

The group manager shall manage potential and actual conflicts of interest in amanner appropriate to its scale and conditions. Individuals shall disclose potential
conflicts of interest and shall not take part in work or decisions related to theirpotential conflict;

C.3.4.

All persons in the group including management, committees, internal auditors andothers shall be competent for their tasks. The group manager shall determine thenecessary competencies for various positions and provide training or take otheractions to satisfy these needs. This shall include appropriate training for new staff
and elected people were needed for them to fulfill their tasks; andC.3.5.
C.4.

Records of education and training shall be maintained.

Group Members:
C.4.1.

Group members shall each sign (or commit by a practical alternative) to acontract/agreement with the group manager. The group manager shall make surethat group members understand the implications of the contract. The contract shallcontain at least:-

A commitment by the group member to fulfill the requirement of theReference Standard and specific certification requirements applicable togroup certification;-

A commitment by the group member to provide the group manager withrequired information;-

A commitment by the group member to comply with group manager
instructions;-

Acceptance by the group member of internal and third-party inspection;-

An obligation for the group member to report non-conformities;-

The right of members to terminate membership; and73

-

A description of the processes to be followed if membership of the group is
to be suspended or terminated.

C.4.2.

All group members shall have access to the requirements of the ReferenceStandard and specific certification requirements applicable to group certification:-

The Reference Standard requirements may be in any form or media; and-Documents can be an internal standard based upon an external standard
developed by the group or an external standard.

C.4.3.

Documents such as contracts and internal standards which the group members
need to understand shall be written in a way that is appropriate to their local
language, culture and knowledge;

C.4.4.

Group members shall have adequate knowledge about standards, requirements
and production methods, based on appropriate education, training, skills andexperience; andC.4.5.

The group shall determine the necessary competence for group members andprovide training or take other actions to satisfy these needs. Records of member
training shall be maintained by the group.

C.5.

Continues improvement:
C.5.1.

The group manager shall determine and implement plans for improving the SMS
and group members’ performance against the Reference Standard and specificcertification requirements applicable to group certification. Among the informationthat can inform these plans are:C.5.2.

-

Internal audits findings;-

External audit findings; and-Complaints and appeals.

When setting up the SMS, the group manager shall carry out a risk assessment inrelation to compliance with the Reference Standard and specific certification
requirements applicable to group certification. The risk assessment shall include atleast identification of risks at the level of group member operations andperformance of the SMS; andC.5.3.

Group manager shall take relevant measures to prevent or minimize to an
acceptable level the identified risks and address non-conformities. The groupmanager shall focus its resources on these areas.

C.6.

Service Integrity:74C.6.1.

Group members shall only provide services within the scope of the certification in
conformity with the requirements of the Reference Standard and specificcertification requirements applicable to group certification.

C.6.2.

Safeguards shall be in place to ensure that services outside the scope of thecertification are not provided by group members in a way that may imply that they
are certified.

C.7.

Internal Audit:
C.7.1.

Internal audit shall take place to allow group managers to determine whether or
not an individual group member is meeting the requirements of the ReferenceStandard and specific certification requirements applicable to group certification;

C.7.2.

Each member of the group shall be audited annually except in circumstances thatare defined by an individual certification scheme.
Justifications for less frequent inspection can be based on different factors including
the results of risk assessments.
Inspections should take place at different times of the year and not be so regular
as to become predictable;

C.7.3.

New group members shall always be inspected and found to be in conformity
before their services can be certified;

C.7.4.

Internal inspectors can provide advice to group members but shall not inspect
those members to whom they have provided advice, they should be independentof management and shall not audit/inspect their own work;

C.7.5.

A decision by the group manager on the status in the group of individual members
shall be taken annually:-

This decision shall be based on internal inspections and other relevant
information; and-Safeguards shall be in place to ensure that internal inspectors are not unduly
influenced in their findings by group managers or group members.

C.7.6.

Group members should have the right to dispute any finding that leads to theirsuspension or removal from the group;

C.7.7

The SMS shall include the application and enforcement of sanctions to individual
group members who do not comply with the standards or other requirements;75C.7.8.

The consequences of non-conformity and sanctions shall be made clear to groupmembers;

C.7.9.

Sanctions shall include but are not limited to, exclusion from sales of certified
services; andC.7.10.

Records of sanctions shall allow for the easy identification of sanctioned groupmembers.

C.8.

Records:
C.8.1.

Records covering the relationship between the group manager and groupmembers shall be maintained and kept up to date, including at least the following:-

Contracts between the group and individual group members;-Group member list;-

Records for selling certified services;-

Internal audit reports;-

non-conformities, sanctions and follow-up action arising from both internal
audits and external audits; andC.8.2.

Complaints and appeals.

When a group member is not able to create and maintain records, the groupmanager shall assume responsibility for maintaining these records; andC.8.3.

All group members shall be recorded in a list. This list shall be updated as necessary
and shall include at least the following information for each member:-

Name of the member or code assigned to the member;-

Address(es) and activities that are provided at each address;-

Certification status;-

Dates of internal audits; and-Any scheme-specific data needed.

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