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Code of Conduct
Code of Conduct
Rules and Responsibilities of Proper Practice for CATO Members
- Each member is committed to providing tourists with the best possible services.
- Services shall be rendered in a manner that enhances the goodwill and reputation of CATO.
- Every member is, in essence, an ambassador of CATO and is expected to conduct business with integrity taking precedence over all other interests.
- A CATO member shall always adhere to this Code of Conduct and set standards for quality, responsibility, and professionalism.
- Complaints shall be submitted in writing and addressed by the CATO Executive Committee.
- Treat others as they would wish to be treated.
- Remain courteous to fellow members, clients, employees, employers, and the general public, serving them honestly and respectfully.
- Respect the rights and interests of clients.
- Recognize profitability not only as a right but also as an obligation to improve service quality and ensure business continuity in the travel trade.
- Continuously strive to provide value-for-money services.
- Ensure fair wages, steady employment, education, training in ethics, and career opportunities for employees.
- Understand that business policies and social responsibilities must go hand in hand and that mutual satisfaction should be the goal of every business relationship.
- Report any violation of this Code of Conduct to the CATO Executive Committee.
Qualities a CATO Member Should Uphold
Accuracy: Information provided regarding services shall always be factual and accurate.
Transparency: All details regarding services, including costs, restrictions, terms, cancellations, service fees, duration, and conditions, shall be provided in writing upon request before accepting payment.
Responsiveness: Complaints and grievances shall be addressed promptly and professionally.
Promptness in Refunding: Refunds due shall be settled within the prescribed time limits, with proper explanations provided for any delays.
Cooperation: Members shall cooperate with the organization, particularly in dispute resolution involving clients.
Confidentiality: Client information and transactions shall remain confidential unless disclosure is authorized by the client or required by law.
Compliance: Members shall comply with all central, state, and local laws and regulations governing their activities.
Relationship Among Members
No member shall misuse confidential information, proposals, or business plans obtained from fellow members for personal advantage or in a manner detrimental to another member’s business.
Complimentary visits to destinations or suppliers shall be utilized solely for inspection and genuine business purposes.
Intellectual property or confidential information obtained from current or former employees, employers, or competitors shall not be used without proper authorization.
Confidential business information shall never be disclosed to competitors or third parties without permission.
Members shall refrain from making misleading, defamatory, or demeaning statements about competitors or fellow members.
Clients shall always receive accurate information regarding services and the service provider’s ability to deliver them.
Sensitive business agreements shall remain confidential.
Signed contracts and verbal or written commitments shall be honored in both letter and spirit.
Employment
- Applicants shall be properly screened to verify their qualifications, experience, and references.
- A Letter of Intent and Clearance Certificate shall be obtained during the recruitment process.
- Employees completing their notice periods shall receive appropriate clearance documentation.
- New employees shall be allowed adequate time to complete handover procedures with previous employers.
- Employees shall not be pressured to disclose confidential information regarding former employers.
- Employees leaving an organization shall not exploit clients, closed deals, or intellectual property belonging to their current employer.
- Misconduct, malpractice, or misleading behavior shall be reported to the CATO Executive Committee to safeguard members and maintain professional standards.
Pledge of Professional Conduct
- I shall strive to raise professional standards and contribute positively to my organization.
- I shall promote integrity, trust, and ethical values in all dealings with tourism stakeholders.
- I shall uphold credibility through reliable, consistent, and responsible services.
- I shall practice fairness, objectivity, and sound judgment in all decisions.
- I shall encourage growth and development among those for whom I am responsible.
- I shall serve as a role model and promote best practices within the tourism industry.
- I shall exercise authority selflessly, respect privacy, and avoid conflicts of interest in all dealings.
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About CATO
Confederation of Accredited Tour Operators is an umbrella body of Govt. of Kerala-approved tour operators. CATO was founded in 2012 by the Government of Kerala and a group of quality-conscious tour operators.