All Members of SATOVITO
(hereinafter referred to as Members) shall comply with the Association’s Code
of Conduct as hereunder:
ensure that users of our services, product or offering receive these at the
highest quality as possible.
maintain and uphold the dignity of our customers, the industry, our clients and
strive, in the best possible terms, to enhance the reputation, good standing
and good name of the association and its members.
encourage development and growth of the industry without compromising the
quality of the tourism sector nationally and provincially.
2.1.5 To strive to provide services within
internationally accepted good practice.
service, diligently and without fail, to satisfy the needs of the clients,
consumers, customers, associates and stakeholders.
2.2.2 To help
tourist experience the best of what we can offer as a country, attraction,
destination and service.
2.2.3 To help our beloved South Africa to grow and develop.
of the Code of Conduct:
The SATOVITO Code
of Conduct serves as a regulatory document for members in relation to each
other, the association and the users of the services provided.
It is designed to
be the point upon which we grow the confidence of our users to our association
and the industry.
diversity of religion, race, language, culture, creed, sexual orientation and
other aspects that make the human race a diverse being
The Code of
Conduct embodies the spirit and letter of the provisions of the Constitution of
the Republic of South Africa.
recognizes that the association can use the Code of Conduct to enforce
discipline and promote standards and practices of the highest quality.
and Recourse of the member of the user of services:
3.1 The member shall always be friendly and
member shall make every effort to make the user of the services comfortable and
enjoy the services rendered.
member shall take every step possible to assist the user/traveler, even though not in
his/her direct care, not to be in harm’s way.
member shall always, without fail, communicate accurate information to the user
of the services.
4.2 No member shall present, in whichever way
possible, false information to users of the services.
alterations and amendments to quotations shall always be communicated with the
user and agreement shall be reached prior the provision of services.
and comfortability of the offering and mode of transport shall always be of
shows, upon a confirmed booking, constitutes the highest violation of the
association’s Code of Conduct and shall amount to discipline against the member
and request for blacklisting.
shall always be made in the South African rand and when quotations are made in
a foreign currency, the exchange rate at the time of the quote being received
by the user shall apply.
4.7 In case
of major emergencies, such as death of the service provider, illness or any such,
amounting to the services to be rendered impossible, alternative arrangements,
within reason, shall be made to alleviate the inconvenience to the user.
4.8 The member shall not talk ill of the
country without necessarily being untruthful.
4.9 Transactions and details of the user of
the service shall be treated with confidentiality.
4.10 Members shall report any illegal activity.
4.11 Members shall refer all unresolved
complaints to the association for mediation.
shall refrain from using the media to tarnish the image of the association, its
fellow members, the tourism industry and their customers, clients, associates
and stakeholders without undue facts.
4.13 Members shall act as ambassadors of the
Republic of South Africa.
4.14 Members at all times must adhere to the
Tourism protocols for health and safety and customer satisfaction.
recognizing the development state of the small to medium size tour operators,
brokers and agents, undertakes to assist members to fully comply with the
provisions, policies, regulations, legislation and by-laws that affect them.
with other members:
6.1 Negative competition is always
discouraged by SATOVITO.
6.2 SATOVITO views bad mouthing another
member for business as bad business.
6.3 Member shall treat each other with
fairness, collegiality and respect.
6.4 Competition among members is always
encouraged, so is collaboration among members.
shall report any illegal user, defined as a non-member or non-renewed member,
of the association’s insignia, logo, by-line/s, intellectual property or
reputation even though such use is not to the damage of the association and its
SATOVITO wants to ensure that the industry remains open to all those
who are interested in entering. By achieving this, SATOVITO plays an important
role in the transformation of the industry and broadening its operation base.
Tourism is one of the most important economic sectors in South Africa and SATOVITO
is confident that its members can create jobs, alleviate poverty and make a
significant contribution to the economy of South Africa.
8.1 Membership is valid for a period of 12
months from date of processing of application.
8.2 Membership shall be invoiced to member at
expiry of current membership period.
8.3 SATOVITO shall anticipate renewal of
membership unless an indication to the contrary is made in writing.