ISO INTERNATIONAL STANDARD 18065 First edition 2015-03-01 Tourism and related services Tourist services for public use provided by Natural Protected Areas Authorities Requirements Tourisme et services connexes Services touristiques publics delivrés par les autorités des espaces naturels protegés - Exigences Reference number ISO 18065:2015(E) ISO International Organization for Standardization =Zhejiang Institute of Standardization 5956617 @ISO2015 HS unde mitted without license from IHS IS0 18065:2015(E) COPYRIGHT PROTECTED DOCUMENT @ISO2015 All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. ISO copyright office Case postale 56 : CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyright@iso.org Web www.iso.org Published in Switzerland Inteationai br DrganizationforStandardization No reproduction or networking permited without license from IHS Not for Resale, 2015/6/2 06:42:18 IS0 18065:2015(E) Contents Page Foreword ..iv Introduction. ..V 1 Scope. ...1 2 Normative references 3 Terms and definitions 4 Approaches for public use .3 4.1 General .3 4.2 Public use plan .3 4.3 Impacts of public use plan 4 4.4 Staff. ..5 5 Services provision .5 5.1 Access and reception .5 5.2 Information. .5 5.2.1 General. 5 5.2.2 Publication 6 5.2.3 Signposting 6 5.3 Environmental education and interpretation 7 5.4 Reservations 7 5.5 Complaints handling .8 6 Facilities. .8 6.1 General. .8 6.2 Visitor centre .9 6.3 Trail. ..9 6.4 Observation point. .9 6.5 Recreational area ..9 6.6 Camping area .9 6.7 Refuge .10 6.8 Nature workshop centre ..10 7 Outsourcing. ..10 8 Safety ..10 9 Waste management, cleaning, and maintenance. ..11 Annex A (informative) Accessibility ..12 Annex B (informative) Consumers' rights ..13 Bibliography ..14 iii icensee=Zhejiang Institute of Standardization 5956617 vided by IHS under lic se with ISt ed without license from IHS Not for Resale, 2015/6/2 06:42:18