Legislation & Requirements

In South Africa, the Tourism Act No. 3 of 2014 provides the primary legal framework governing tourism, including how complaints about tourism services, facilities or products are handled. Under this Act, a Tourism Complaints Officer is designated within the national Department of Tourism to receive and manage complaints lodged by tourists or other affected persons. The Act requires that complaints be dealt with in a prescribed manner — this includes recording the complaint, acknowledging receipt, and referring it to the appropriate resolution body such as an accredited tourism grievance scheme, the National Consumer Commission, or another regulatory authority depending on the nature of the issue (e.g., potential offences or unfair discrimination). The Tourism Act also specifically sets out that any person can report contraventions or lodge complaints with relevant authorities, such as regarding a tourist guide’s misconduct, and mandates reporting and action within specified timeframes. In addition to the Act itself, regulations under the Tourism Act and official departmental guidelines outline the practical requirements for lodging a complaint. Complaints must generally be submitted in writing and include detailed information about the issue, the parties involved, and any supporting documentation. The Department of Tourism’s complaints office will then issue an acknowledgement with a reference number (usually within 24 hours), and keep the complainant informed as the matter is followed up or referred to the relevant authority for resolution. This procedural guidance ensures transparency and accountability in how tourism complaints are managed, and underscores the expectation that complainants make reasonable efforts to resolve disputes directly with the service provider before escalating them