Unpacking the CPA for the hospitality industry

The CPA's regulations aim to protect consumers from negligent service providers, poor quality and unethical or unsafe business practices. For the most part, it applies to marketing and the promotion of goods and services, purchases and the quality and timeliness of goods and services.

Although the law is in effect, many areas of it remain open to interpretation and are likely to remain indefinable until consumer court cases provide precedent. This does leave tourism businesses open to risk.

Says Cape Town Tourism CEO, Mariette du Toit-Helmbold, "The onus is on businesses to ensure they are compliant. There are features of the CPA that are unwavering - particularly those around marketing and communications around bookings and payments." Du Toit-Helmbold advised businesses to, "make sure your staff are trained accordingly, check your indemnities are in place and ensure insurance is up to date. At Cape Town Tourism we are offering our members advice and support to assist them in becoming compliant."

FEDHASA's Peter Cumberledge, stressed that business owners should get a copy of the act and regulations and read it - viewing it as both a consumer and a business owner. Cumberledge pointed out that hoteliers will also need to know their own consumer rights when dealing with their suppliers and in their daily lives so, although the act is lengthy and may take some time to read, it is a worthwhile investment.

Tourism businesses can find out more on:

Consumer Help Line, via the DTI Customer Contact Centre:
0861 843 384
Consumer Protection Bill

Cape Town Tourism (for members):
+27 (0)21 487 6800
CPA explained

FEDHASA Cape (for members):
+27 (0)21 552 9870
CPA for hospitality