Guide for lodging tourist service, facility or product complaints

Welcome to sunny and friendly South Africa. We take immense pride in our award-winning, vibrant destination and warmly welcome the world to immerse themselves in our rich culture and natural beauty with the assurance that your wellbeing is our number one priority. Our commitment is to facilitate memorable, enriching journeys that highlight the diversity of our nation. Should the service offered not meet the expected standard, here is how to lodge your complaint with the Department of Tourism’s Complaints Office.

Our office handles a wide range of complaints, including issues with booking agencies, tour operators, tourist establishments and unsatisfactory tourism service.


  • Email us at
  • Call us on +27 (0) 12 444 6627 - Monday to Friday from 08:00 to 16:00.
  • Clearly identify yourself (name, contact number and e-mail address)
  • Provide detailed information in relation to your complaint and the expected outcome where possible
  • Attach supporting document relevant to the complaint
  • Include the name and contact details (e-mail address and telephone) of the tourism service provider (supplier) against whom you are lodging the complaint
  • Within 24-hours upon receipt of your complaint, you will receive an acknowledgement letter with a reference number
  • The Tourism’s Complaints Office will share progress on your complaint until an amicable resolution is reached or the complaint is referred to the relevant authority for resolution.