Code of Practice

Felca member associations warrant that this Code of Practice binds its member agencies to:

1. Comply with all applicable national laws and regulations;

• to hold all licenses, accreditations and registrations with government ministries that are necessary
• to observe any national or international guidelines and standards that have been set
• provide registered company documents to the agency association
• new members should provide three recommendations from current agency association members
• ensure the agency premises are professional and safe

2. Act in the main interest of students and clients and provide objective, ethical advice.

3. Ensure that brochures and websites published by all the Felca members with the purpose of promoting their services, must accurately state:

• the full name, address, email, telephone and fax numbers and of the member agency or the identification data of the tour operator; also, the Felca contact details
• the city where the course takes place and a description of the school;
• the duration of the study tour;
• the number of weekly lessons (and duration in minutes of the lessons);
• the maximum number of students in the class;
• the types of accommodation available;
• the number of meals included according to the type of accommodation chosen;
• the information on the journey and carrier, if the member is also a travel agency;
• the prices, currency and any supplements;
• the list of services included and not included in the main fee;
• the general conditions, including penalties in case of withdrawal and the indications on changes applied the definition of prices. These conditions shall be signed by the participant and a legal guardian if the participant is a minor;
• the insurance policy provided by the member agency to cover the risks connected with the study tour;
• Stress, in the written programs and course conditions, the social-economic and cultural characteristics of the locations where such courses shall take place;
• Administer confidentially the customers personal information, unless their consent has been granted and without prejudice to applicable legal obligations.

4. Give ongoing service and assistance to students throughout their stay abroad;

• ensure the students have the relevant contact telephone numbers, feedback forms and email addresses.

5. Be financially responsible; and have open and transparent terms of business, so that all parties understand what has been promised. When a student or school has a complaint, these should be mediated by the national association. The national association should make a judgment as to whether its member agency has acted in good faith. When a school has a complaint about a debt that is more than 6 months old, the national association should mediate on this. If a member agency is found to be acting in bad faith that would degrade the quality brand of the national association and Felca, it should be asked to leave the association.

6. Agencies should undergo regular audits of brochures and websites, to be carried out by the Felca member associations. They take place when the organisation applies for membership and every 4 years. If there is a fault, the right to use the Felca and the national association's logo is withdrawn until such time as the organisation complies, and if it fails to do so in 3 months, the organisation is struck of the list of members.

These items are intended to be the minimum standard for Felca agencies. But each agent association should also publish on its website the addition quality guarantees it provides.