customer Communication Policy

At Where It All Began, our commitment to sustainability, respect for local culture, and human rights is paramount, not least because South Africa is complex place to navigate both historically and contemporaneously even for residents let alone visitors. Our tour leaders and guides are trained to provide clients with clear and informative communication on these crucial matters throughout their journey.

Sustainability Matters

• All our guides offer insights on the protection of local flora and fauna, emphasizing the importance of conservation efforts and responsible resource use, with some of our guides, namely Edwin Dwyer and Dominic Chadbon being specialists in flora and David Bristow flora and fauna.  Clients will be informed about local initiatives aimed at preserving natural habitats and biodiversity by all our guides, including our provincial guides.  Additionally, guides are instructed to communicate to clients how carbon fuels are minimized and single-use plastics are eliminated from our tours.

Social Norms and Values

• We encourage our guides to educate clients about local customs and etiquette. This includes guidelines on appropriate dress codes, tipping practices, and respectful photography. Guides are particularly concerned to show clients how and when to photograph (or not photograph) human subjects, especially children.  By fostering an understanding of these norms, we aim to promote positive interactions between travellers and local communities.

Human Rights Awareness

• Our guides are trained to address critical issues surrounding human rights, especially ensuring respectful engagement with local cultures. This is of particular importance when we visit sites where vulnerable people are located, met or interacted with, such as with on tours with UthandoSA, visits to our sponsored school Capricorn Primary in Muizenberg or to !Khwa ttu, the Embassy of the San, near Darling.  Clients are reminded of the ethical responsibilities that come with travel.

Guide Communication

• As a DMC, we will check in with our guides after and before every tour that takes places in a sensitive environment, whether socially or naturally, maintaining open lines of communication. In this way,  we strive to create a respectful and sustainable travel experience for both our clients and the communities we visit. Our guides play a vital role in this mission, ensuring that every journey reflects our values of sustainability, respect, and human rights.