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Policies, Procedures and Documents

Here you will find documents relating to the Institute of Tourist Guiding policies and procedures. Click on a link to download the relevant documents.

COMPLAINTS POLICY AND PROCEDURE

The Institute of Tourist Guiding is committed to providing a good service to our members and working in an open and accountable way that builds trust and respect to all of our stakeholders.  One of the ways in which we can continue to improve is by listening and responding to the views of our members, the public and partners and by responding positively to complaints and by putting mistakes right. For further information about our policy and procedure please click here.

 

REVALIDATION POLICY

This policy explains the actions required for those wishing to re-join the Institute after having had their membership lapse or stopped guiding for a certain period of time.

More information on how to rejoin the Institute and the Revalidation Policy can be found here.

 

CANCELLATION AND REFUND POLICY

For further details on the Institute’s Cancellation and Refund Policy, relating to: Membership subscriptions; Course Accreditation and Re-Validation Fees; Examination Fees; Examination Appeal Fee and Event please click here.

 

DATA PROTECTION

What is the General Data Protection Regulation?

General Data Protection Regulation (GDPR) is the new legal framework in the EU which will come into force on 25 May 2018.  There will also be a new Data Protection Act, which is currently going through Parliament. This new Act will add to the GDPR and provide new rights to individuals concerning their personal data.

What will this new law mean for me?

The rights that individuals have about how their personal data is handled and stored are being changed and enhanced.  You can find out about the GDPR rights on the ICO website https://ico.org.uk/.  You will have the right to know how the data has been processed and make requests, in certain circumstances.  These are outlined below.

To request information, we hold about you - subject access requests

Under the new law, like now, everyone can make a written request to the Institute for the information it holds about them.   Please only ask for the information you need, to save time and allow us to be more efficient.  When the new law comes into force, there will be no fee.  You will need to provide proof of your identity and address. Once we have a valid request we will have a month to provide the information requested which we can extend in some circumstances.  We will be allowed (as we are now) to remove (redact) information, for example, legal advice or information about other people. Your request should be made on our subject access request form and a copy cab be found here.

Consent

If we are relying on consent to process your data, you can request to withdraw consent or restrict/object to some elements of the processing. A copy of our data subject withdrawal form can be found here.

Legal basis

We will need to consider appropriate lawful grounds for processing your data if you have consented to the processing and decide later to withdraw your consent.

Transparency

To comply with the new law, we must provide detailed information on why and how we are processing the data.  Further details can be found on our Privacy Notice here.

Erased

Where we rely on your consent as your legal basis to process your personal data, you have the right to withdraw your consent and ask for your data to be deleted.  A copy of our data subject erasure form can be found here.

Correction

After 25 May 2018, you will have the right to make changes to inaccurate data.

Complaints

If for any reason you unhappy with the way in which we have handled your personal data you may raise a complaint with us.  You can find our data complaints procedure here and complaints form here.

Completed forms should be sent to:

The Data Protection Officer, Institute of Tourist Guiding, Coppergate House, 16 Brune Street, London E1 7NJ

Or email dataprotection@itg.org.uk

Alternatively, you may contact wish to contact the Information Commissioner’s Office:

Information Commissioner's Office

Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.