The revised rules took effect on March 15, 2026, covering complaint scope, jurisdiction, required details, acceptance and mediation. Preserve safety, contracts and records from the moment a dispute arises.
What may be complained about
The Ministry of Culture and Tourism rules cover breach of travel contract, personal or property damage attributable to an operator, performance disputes caused by force majeure, and other harm to lawful traveler rights. Jurisdiction may involve the operator's domicile, contract location or dispute location.
Retail returns, transport, accommodation, payment or criminal allegations may belong to other authorities. State the facts rather than guessing one agency; call police or seek medical care for immediate danger.
Evidence and time matter
A complaint generally needs the complainant's contact details, an identifiable respondent, a specific request, and the time, place, events and reasons. A complaint filed more than 90 days after the travel contract's performance period ends may not be accepted.
Keep contracts, itineraries, agency name, guide or vehicle information, invoices, payments, chats, photographs and medical records. Record only dispute-relevant public information and do not expose passports or unrelated privacy.
Acceptance is not automatic compensation
The body should decide acceptance within two working days. Mediation is the main process after acceptance, and complex matters may require a written operator response. The rules generally provide for a mediation outcome or termination within 60 days of acceptance.
Negotiation, consumer mediation, arbitration and litigation remain different routes. A multilingual guide may translate facts but cannot replace legal advice or sign a settlement for the traveler; seek qualified legal help when needed.