ISO 13009:2015

Tourism and related services - Requirements and recommendations for beach operation

ISO 13009:2015 establishes general requirements and recommendations for beach operators that offer tourist and visitor services. It provides guidance for both beach operators and users regarding the delivery of sustainable management and planning, beach ownership, sustainable infrastructure and service provision needs, including beach safety, information and communication, cleaning and waste removal. ISO 13009:2015 is applicable to beaches during the bathing season.

Tourisme et services connexes — Exigences et recommandations pour les opérations de plage

L'ISO 13009:2015 établit les exigences et recommandations générales pour les exploitants de plages qui offrent des services aux touristes et aux visiteurs. Elle fournit des recommandations à la fois pour les exploitants de plages et les utilisateurs concernant la mise en ?uvre d'un management et d'une planification durables, la propriété des plages, les infrastructures durables et les besoins en matière de prestation de services, y compris la sécurité des plages, l'information et la communication, le nettoyage et l'enlèvement des déchets. L'ISO 13009:2015 est applicable aux plages pendant la saison de baignade.

General Information

• Status: Published
• Publication Date: 12-Jan-2015
• ICS: 03.080.30 - Services for consumers
• ICS: 03.200 - Leisure. Tourism
• ICS: 03.200.01 - Leisure and tourism in general
• Technical Committee: ISO/TC 228 - Tourism and related services
• Drafting Committee: ISO/TC 228 - Tourism and related services
• Current Stage: 9060 - Close of review
• Completion Date: 02-Dec-2030

Overview - ISO 13009:2015 (Beach operation)

ISO 13009:2015 provides international requirements and recommendations for beach operation aimed at beach operators who offer tourist and visitor services. The standard gives guidance on sustainable management and planning, ownership responsibilities, infrastructure and service provision, and beach safety and communication. It is intended for application during the bathing season and supports consistent, risk‑based decision making for both low‑activity and high‑activity beaches.

Key topics and technical requirements

ISO 13009 structures practical controls and guidance across the full range of beach operations. Major topics include:

• General requirements and planning
  • Risk assessment and hazard management
  • Emergency planning and organization
  • Stakeholder communication and performance measurement
• Beach ownership and governance
  • Roles and responsibilities for operators and authorities
• Infrastructure
  • Permanent and temporary facilities (sanitary services, drinking water, lockers/changing facilities, shade and access)
  • Accessibility, car parks and vehicle restrictions
• Service provision
  • Visitor information, tourist services and codes of conduct
  • Beach safety services: signage, zoning, flags, lifeguards, first aid, public rescue equipment and emergency communications
  • Water quality monitoring and bathing water considerations (see Annex B)
  • Cleaning, waste removal, collection and recycling
  • Commercial services (food, sunbeds, sports/leisure)
• Tools and aids
  • Carrying capacity concept (Annex A)
  • Minimum requirements checklist (Annex C)
  • Practical guidance (Annexes for shade materials, lost persons, etc.)

All recommendations are intended to be applied proportionally according to beach type and seasonal activity, using a robust risk management approach.

Practical applications - who uses it and why

ISO 13009 is designed for:

• Beach operators and managers (municipalities, resort operators, concessionaires)
• Local and national tourism authorities
• Coastal planners and emergency services
• Consultants and auditors responsible for safety, environmental management and accessibility

Practical benefits:

• Establishes international benchmarks for beach safety, service quality and sustainability
• Helps reduce health, safety and environmental risks through structured risk assessment
• Improves visitor experience with consistent information, signage and service provision
• Supports compliance, performance monitoring and stakeholder engagement

Related guidance

• Developed by ISO/TC 228 (Tourism and related services) and complements national bathing water and coastal management frameworks. Use alongside local regulatory requirements and bathing water quality programs to create an integrated beach management approach.

Keywords: ISO 13009, beach operation, beach management, beach safety, bathing season, sustainable management, lifeguards, water quality, beach infrastructure, beach cleaning, risk assessment.

Standards Content (Sample)

INTERNATIONAL ISO
STANDARD 13009
First edition
2015-01-15
Tourism and related services —
Requirements and recommendations
for beach operation
Tourisme et services connexes — Exigences et recommandations pour
les opérations de plage
Reference number
©
ISO 2015
© ISO 2015
All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form
or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior
written permission. Permission can be requested from either ISO at the address below or ISO’s member body in the country of
the requester.
ISO copyright office
Case postale 56 • CH-1211 Geneva 20
Tel. + 41 22 749 01 11
Fax + 41 22 749 09 47
E-mail [e-mail]
Web www.iso.org
Published in Switzerland
ii © ISO 2015 – All rights reserved

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 General requirements and guidance for managing beaches . 3
4.1 General . 3
4.2 Benefits of standard compliance . 4
4.3 Linking beach operation with hazard management . 5
4.4 Beach ownership . 5
4.5 Planning . 6
4.6 Stakeholder communication . 8
4.7 Promoting the beach . 8
4.8 Performance measurement. 9
4.9 Customer satisfaction and feedback compilation . 9
5 Infrastructure . 9
5.1 General . 9
5.2 Permanent infrastructure .10
5.3 Temporary infrastructure .12
5.4 Access to the beach .12
6 Service provision .13
6.1 Information services .13
6.2 Beach safety services .16
6.3 Beach cleaning and waste removal .22
6.4 Commercial services .24
Annex A (informative) Carrying capacity concept .26
Annex B (informative) Bathing water quality .27
Annex C (normative) Check list of minimum requirements for services and infrastructure .28
Annex D (informative) Examples of beach shade materials .31
Annex E (informative) Lost and found persons .33
Bibliography .35
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any
patent rights identified during the development of the document will be in the Introduction and/or on
the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers
to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is Technical Committee ISO/TC 228, Tourism and related
services.
iv © ISO 2015 – All rights reserved

Introduction
At present, there are no specific standards for beaches and very little guidance for beach management
to help operators determine and plan for beach management. As a result, many beaches have not been
developed or managed in a sustainable way, resulting in some loss of the natural beauty of the site and,
consequently, a negative beach user experience. This International Standard seeks to provide guidance
in helping to establish international benchmarks for beach management and safety.
The aim of this International Standard is to help beach operators make better-informed decisions about
managing the beaches for which they are responsible, using a consistent approach based on best practice.
In addition to general beach organization, this International Standard includes other important aspects,
such as providing education and information on beach safety, signage, access and zoning, supervision
and rescue, water quality and beach facilities.
Every beach is unique and has its own characteristics. A particular beach could be defined as a low
activity beach for the majority of the year, but classified as high activity beach for two weeks of the year
(e.g. during a high season or a carnival period), thus requiring a different management approach to be
adopted and temporary features to be added. This International Standard covers both high activity
beaches and low activity beaches, without a clear segregation of beach type.
The beach operator can apply specific features of this International Standard to a particular beach, as
stipulated in the results of a beach risk assessment exercise. The beach risk assessment exercise is a
simple way to help review the management and safety issues for each beach.
In order to determine how to implement this International Standard, it is intended that a robust risk
management process is used which highlights the risks and hazards present at each beach and which
identifies the appropriate control measures required to reduce the likelihood of frequency or impact
(see Clause 6). The risk assessment also identifies the beach type (i.e. high activity beach or low activity
beach).
INTERNATIONAL STANDARD ISO 13009:2015(E)
Tourism and related services — Requirements and
recommendations for beach operation
1 Scope
This International Standard establishes general requirements and recommendations for beach operators
that offer tourist and visitor services. It provides guidance for both beach operators and users regarding
the delivery of sustainable management and planning, beach ownership, sustainable infrastructure and
service provision needs, including beach safety, information and communication, cleaning and waste
removal.
This International Standard is applicable to beaches during the bathing season.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document and are
indispensable for its application. For dated references, only the edition cited applies. For undated
references, the latest edition of the referenced document (including any amendments) applies.
ISO 7001, Graphical symbols — Public information symbols
ISO 20712-1, Water safety signs and beach safety flags — Part 1: Specifications for water safety signs used
in workplaces and public areas
ISO 20712-2, Water safety signs and beach safety flags — Part 2: Specifications for beach safety flags —
Colour, shape, meaning and performance
ISO 20712-3, Water safety signs and beach safety flags — Part 3: Guidance for use
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
3.1
accessible beach
beach (3.3) that fulfils a number of requirements which make it safe to use by people with specific needs
3.2
bathing season
period of the year in which beach services (3.13) are available and a significant presence of bathers is
foreseen, taking into account local factors and risk assessment
Note 1 to entry: See 6.2 for information on risk assessment.
3.3
beach
natural or artificial area, formed by sand, gravel, pebble, rock or another material, that facilitates access
to the water and the bathing area where leisure activities are carried out and where services (3.13) are
provided by the beach operator (3.4)
Note 1 to entry: This does not include promenades, pedestrian paths or similar that are joined to, or adjacent to,
the beach.
3.4
beach operator
organization (3.11) assigned to manage and inspect aspects related to a beach (3.3), including its public
management, as well as its scope of influence
Note 1 to entry: The beach operator can be the local authority, or any organization that has been legally assigned
to the management of the beach.
3.5
carrying capacity
maximum number of users (3.16) who can access and be accommodated on a beach (3.3) or in the water,
within a given period of time
Note 1 to entry: See Annex A for additional information.
3.6
emergency services controller
appropriate and competent person who coordinates coastal emergencies or plans and liaises with
external agencies
Note 1 to entry: External agencies include the police, fire service, ambulance, coastguard, military, civil protection
or lifeguards.
Note 2 to entry: An agency or service normally has legal status for coordinating coastal-based emergencies.
3.7
environment
conditions in which an organization (3.11) operates, including air, water, land, natural resources, flora,
fauna, human beings and their inter-relationships
3.8
first aid
emergency procedures aimed at maintaining vital functions whilst ensuring that the condition of a
person who is wounded, unconscious or whose life is in danger is not aggravated, until he or she receives
more qualified assistance
[SOURCE: ISO/TR 21102:2013, 2.9]
3.9
high activity beach
beach (3.3) where recreation and commercial activities occur frequently
Note 1 to entry: High activity is due to ease of access, availability of facilities, traditional use or where the beach
is well advertised/supervised for enjoyment by users (3.16).
3.10
low activity beach
beach (3.3) where recreation and commercial activities occur rarely
Note 1 to entry: Low activity is mostly due to either poor beach access issues or proximity to settlements.
3.11
organization
group of people and facilities with an arrangement of responsibilities, authorities and relationships
EXAMPLE Company, corporation, firm, enterprise, institution, charity, sole trader, association, or parts or
combination thereof.
Note 1 to entry: Note1 to entry: The arrangement is generally orderly.
Note 2 to entry: An organization can be public or private.
2 © ISO 2015 – All rights reserved

Note 3 to entry: This definition is valid for the purposes of quality management system standards. The term
“organization” is defined differently in ISO/IEC Guide 2.
[SOURCE: ISO 9000:2005, 3.3.1]
3.12
rescue service
agency or organization (3.11) with trained and equipped personnel that can respond immediately to
coastal-based emergencies
Note 1 to entry: Rescue services include the police, fire service, ambulance, coastguard, military, civil protection
or lifeguards.
3.13
service
provision specifically to individuals or groups of individuals in order to facilitate activities of public use
Note 1 to entry: A service usually requires the support of specific installations, even though in some cases it can
function without them.
3.14
supplier
organization (3.11) or person providing a product or service (3.13)
Note 1 to entry: Products and services include concessions and contracts.
3.15
surveillance tower
surveillance point
facility on or near the beach (3.3) at locations that allow trained personnel to have good observation of,
and quick access to, the beach and water in order to perform a rescue or to inform the users (3.16) of
hazards
Note 1 to entry: Lifeguards and wardens are trained personnel.
3.16
user
person who visits the beach (3.3) for leisure or for work
Note 1 to entry: Users can be visitors, tourists, workers and local residents.
4 General requirements and guidance for managing beaches
4.1 General
Coasts around the world face increasing demands to cater for a wide range of recreational activities,
with millions of tourists visiting coastal areas each year. Tourism is the world’s third largest industry
and the primary economic sector in many regions. As a result, there is increasing competition for the
use of resources in coastal waters and beach areas.
Beach activities are becoming more varied, ranging from para-karting to power boating; swimming to
sailing and from horse riding to beach barbequing. Many activities, particularly those involving more
active participation, require some form of management to reduce potential conflict between different
user groups, and trying to cater for such a diverse range of activities can cause difficulties. Not only do
conflicts need to be resolved between different users, but differences between locals and tourists also
need to be considered. The requirements of local residents differ from those of tourists, and balancing
their respective needs is a major contributory factor in successful beach use and management.
Beaches can have several uses, including:
— recreation and leisure;
— coast protection;
— sporting activities;
— educational events, socio-cultural, religious or sporting;
— nature conservation;
— fishing and collecting shellfish;
— military activities.
Safety and security are increasingly important issues on beaches, and beach operators and local
authorities now pay closer attention to the physical safety of individuals and the protection of the
natural environment
It is not possible to have easy access to each beach, but all beaches should be made as accessible as
possible. Wherever feasible, all beach equipment and facilities provided should be made accessible to all
users, including to people with specific needs (e.g. by providing parking with designated places, sanitary
services, first aid services, bars and restaurants, and practical information at the beach entrance).
4.2 Benefits of standard compliance
4.2.1 Benefits
There are sustainable benefits associated with this International Standard. Its value to tourist
destinations is not only to help beach operators improve the beach experience for users, but also to help
improve the economic and social fabric of beach resorts and local coastal communities as a whole. This
International Standard seeks to:
a) provide consistency and credibility to beach management issues;
b) improve the visibility of beach issues within policy setting on coastal-related legislation and
regulation;
c) harmonize national practices into global systems;
d) improve understanding and information of beach risks and issues;
e) increase recreation and access to beaches and near-shore waters;
f) encourage monitoring and evaluation;
g) provide information on the general environmental management on the beach;
h) contribute to the growing public awareness of, and commitment to sustainable development;
i) contribute to beach environmental protection;
j) improve the tourist experience and the satisfaction of the users by providing a quality service, in
order to build customer loyalty and increase the tourism demand of the destination and therefore
the economic growth for the region.
4.2.2 Risks
There are many potential risks in maintaining the status quo and not undertaking a standards-based
approach to managing beaches, such as the following examples.
a) Economic impact:
— lose out to neighbouring competition;
4 © ISO 2015 – All rights reserved

— poor beach tourism development planning: insensitive landscaping, views to the sea and badly-
designed coastal engineering structures;
— investment in the tourism product reduced;
— negative portrayal in the media;
— poorly managed facilities and equipment.
b) Social implications:
— not meeting users expectations;
— health and safety: accidents and illness;
— residents staying away from the beach: perceptions challenged;
— reputation for criminal and nuisance activity;
— poor planning management;
— pollution.
4.3 Linking beach operation with hazard management
This International Standard considers how best to instil appropriate beach designs into climate change
adaptation and disaster risk reduction strategies. For example, coastal flooding and erosion will continue
to occur as the frequency of severe flooding events is likely to increase with the onset of climate change
and increased storminess. Beach infrastructure damage, however, often only occurs when one exposes
items of value to coastal processes (e.g. building too close to high tide mark). The lack of formal building
regulation and development control is a significant issue, especially with regard to the appropriate
construction of beach facilities.
In addition to building regulation, codes of practice in general are a recommended way forward to help
developers design and manage beaches for specific beach recreational and water based activities. Any
code of practice produced should be scientifically justifiable, and so where additional evidence-based
and/or fact finding studies are needed (i.e. beach hazard risk assessment work, see 4.5), this should be
clearly outlined as a requirement prior to production of the code of practice.
The beach operator should develop a code of practice which can include recommendations on:
a) beach access design manual;
b) beach facilities (comfort services) building and design manual;
c) development control on beach (setback) area;
d) beach conservation;
e) establishing and regulating zones on beaches;
f) placement, maintenance and management of public rescue equipment and facilities;
g) beach safety information;
h) effective beach management and maintenance.
4.4 Beach ownership
Clarity is needed on beach ownership, responsibility and other regulatory measures. If beaches are
deemed as public, this shall be clearly communicated by the beach operator, even if a beach lies in front
of a hotel, which means that users can (in theory) frequent every beach. As a general approach, it is the
beach operator’s responsibility to gain clarity on whether any part of the beach could be purchased or
leased by third-party (private) operators.
4.5 Planning
4.5.1 Identification of health risks
The beach operator shall establish, update, review annually and maintain a documented procedure to
identify direct or indirect health risks related to beach activities, services, installations and resources
that could have an impact on the health and well-being of users. The identification of possible health
risks to beach users shall include groups of risks associated with the following:
— drinkable water supply points;
— the cleanliness of the beach surface;
— the quality of bathing water (measured, recorded and presented in accordance with
national/international best practices (see Annex B));
— tidal conditions regarding sanitary risks;
— heavy rains causing flooding, flow of discharged water and material onto the beach, temporary
poor water quality;
— the physical characteristics of the beach (e.g. surfaces, man-made structures, rocks);
— coastal erosion and flooding;
— flora and fauna including marine life;
— installations and equipment associated with services provided at the beach;
— basic safety information and warnings.
The result of applying each criterion set out in the above list shall be based on objective evidence that
allows verification of the results of any evaluation carried out.
The bathing water quality should comply with the quality guidelines defined by the World Health
Organization (WHO) (see Reference [7]).
4.5.2 Emergency planning
The beach operator shall:
a) establish and document specific plans for emergency situations in order to prevent and reduce the
impact and risks that are associated with them; these plans shall include:
— identification of resources to address emergency situations;
— identification and definition of responsibilities and authorities related to the responses in these
situations;
b) have the emergency response plan from stakeholders and establish systems to coordinate with
them;
c) have the necessary resources to address emergency plans;
d) check and record the effectiveness of the emergency plans in a practice exercise each year and every
time that an accident or emergency situation arises, and revise them accordingly;
e) communicate the updated emergency plan to the emergency services controller.
6 © ISO 2015 – All rights reserved

4.5.3 Beach operation, organization plan and maintenance
In accordance with the defined scope, a beach operation and organization plan shall be established. It
shall include the following, as a minimum:
a) definition of the different bathing and non-bathing seasons;
b) uses and organization of the beach in different seasons, emphasizing the bathing season;
c) uses and organization of the bathing area (e.g. buoys, motorboats and floating platforms);
d) identification, use and organization of access points;
e) national/local regulations that define the possible uses and conditions in which any activity (bars,
open-air eating places, bans, different signs) shall be carried out;
f) zoning studies for tourist use and the carrying capacity of the beach (see Annex A).
Regarding maintenance, the beach operator shall:
— designate a person who (in addition to any other functions) shall have the task of ensuring that the
infrastructure that exists at the beach is maintained in a good state;
— designate a supplier to carry out the maintenance of any installations at the beach, ensuring that
the instructions established to attain the levels of quality and service indicated in this International
Standard are respected;
— maintain beach cleanliness;
— maintain the beach installations and equipment in good condition for use and establish necessary
activities that permanently ensure their correct operation and conservation;
— periodically revise and record the maintenance activities to ensure the correct operating status of
the installations and equipment (whenever possible, these should be checked during cleaning and
special attention should be paid to preventative maintenance activities).
Any anomalies detected by beach users shall lead to an evaluation, repair, removal or replacement of the
required element, ensuring the good safety and hygiene conditions of the services provided.
All personnel that carry out maintenance work on the beach shall be adequately qualified and the beach
operator shall ensure that they have sufficient material resources to perform the activities correctly.
Maintenance personnel in contact with beach users shall be uniformed and easily identified, and
informed of the rules of courtesy for customer attention.
Together with the person responsible for maintenance, the beach operator shall define the necessary
indicators to be used to monitor the level of the service provided and the level of satisfaction perceived
by the user.
The beach operator shall have a maintenance and monitoring plan that:
— includes all installations and equipment at the beach, whether mobile or fixed;
— ensures they are in good condition for their intended use;
— provides for adapting them to the expectations of the users;
— includes maintenance routines and frequencies (daily, weekly, monthly, annual activities);
— incorporates the verification process of the operations carried out;
— includes the conditions that could arise from the characteristic environmental situations at each
beach.
Preventative maintenance tasks shall be carried out preferably during periods of low activity at the
beach. Activities that have to be carried out for imperative reasons (corrective maintenance) during
times of high activity shall be announced and indicated, offering users alternative uses.
A corrective maintenance system shall be established that, through the use of adequate human and
material resources, makes it possible to put the affected installations back into use as soon as possible.
The beach operator shall define the response time in accordance with the type and seriousness of the
problem.
The beach operator shall establish an efficient communications system so that any person involved
in providing the services can contact the maintenance services to inform them about incidents in the
operation or maintenance of the installations. At the same time, it shall also have adequate mechanisms
for users of the installations to communicate any anomalies.
The supervision tasks should also be recorded.
4.6 Stakeholder communication
The beach operator shall define who is responsible for communication and establish the necessary
communication channels, in order to:
a) provide information about the services offered to the users, and when they are not available;
b) inform both the competent authorities and the users about possible emergency situations;
c) respond to complaints, suggestions and consultation from the users and other groups of interest;
d) provide information about restrictions related to legislation and regulation which can affect the
user;
e) provide information about water quality and provide environmental information.
4.7 Promoting the beach
The beach operator shall make a list of services available to users. It shall include information for beach
users relating to:
a) services that are offered;
b) how to make suggestions and complaints;
c) established service indicators and commitments made by the beach operator;
d) the results of indicators from relevant health and safety risks;
e) the results of indicators from relevant environmental aspects;
f) objectives established for the current period and the results of their attainment in the previous
period;
g) prices and opening times.
A summary of the most important services shall be made available to the public indicating where its
complete contents can be found.
The beach operator shall establish the appropriate mechanisms to ensure that the promotional
information about the beach that reaches the user is complete and accurate and shall avoid introducing
errors of interpretation.
The information shall be provided in the official local languages. In addition, the information shall be
provided in at least one foreign language determined by the beach operator (preferably in English,
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except for countries where English is the native language). The information should be available in
formats accessible to users with specific needs.
The person responsible for the selection of promotional information shall be determined, as well as
which channels of distribution are used, and how the information is periodically updated and withdrawn
when it becomes obsolete.
4.8 Performance measurement
The beach operator shall:
— establish a system of indicators that provides relevant information relating to beach evolution,
environmental impacts, health and comfort of users and the quality level of the services provided;
— ensure that the plans established at the beginning of the bathing season are implemented, and that
when there are deviations in compliance with the safety and rescue provisions or if there is an
increase in the number of incidents, the necessary corrective actions shall be taken to ensure the
safety of the beach users;
— provide means for measuring customer satisfaction.
4.9 Customer satisfaction and feedback compilation
The beach operator shall have a system to respond to the complaints and suggestions submitted by the
users, as well as the instructions for their resolution and the person in charge. Customer satisfaction
surveys should be undertaken on an annual basis. The findings of these surveys should be collated
and presented in an easily accessible format for future reference (i.e. clear annual incident reporting
documents).
5 Infrastructure
5.1 General
The beach operator needs to be aware of applicable national building and coastal regulations, and shall
comply with the minimum requirements for services and infrastructure listed in Annex C.
Some coastal activities are regulated:
— building regulations are extremely important on vulnerable coastlines prone to change;
— safety regulations ensure appropriate safety measures are put in place which are relevant to
individual locations.
Individuals/companies/organizations should take responsibility for activities such as:
— maintenance of comfort services and sanitary provisions;
— general management (needs to be audited and regulated on a regular basis);
— training of staff.
5.2 Permanent infrastructure
5.2.1 Sanitary services
5.2.1.1 General
The following sanitary services shall be available:
— toilets;
— showers and foot washes.
The beach operator shall designate a person who (in addition to any other functions) shall ensure that
these sanitary services are in a good operating condition, clean and well kept. If any deficiencies are
detected, the necessary corrective actions shall be taken to ensure they function adequately.
A record of the supervision of the sanitary services shall be made and kept.
Following customer satisfaction surveys and/or suggestions for improvement that arise from user
complaints, the beach operator shall inform the supplier about possible claims regarding the service.
Any waste water from toilet facilities shall be treated separately and shall not be discharged into the
bathing area or any streams feeding that water.
All sanitary services existing at the beach shall be available to the users during the operating hours of
the beach. The times available shall be defined by the beach operator and communicated to the users (as
operating times can vary throughout the year).
If the beach is accessible, it shall have sanitary services adapted to people with specific needs.
The sanitary services shall be indicated at the main accesses to the beach, as determined by the beach
operator and on the map (see 6.1.5).
The design of the sanitary services shall fit in with the natural or urban environment in which they are
located.
All the installations and equipment provided in the sanitary services shall be included in the cleaning
and maintenance plan for the beach.
All personnel that provide sanitary services shall be uniformed and easily identified, and shall
understand the rules of courtesy for taking care of customers.
Together with the person responsible for the sanitary services, the beach operator shall define the
necessary indicators to be used to monitor the level of service offered and the level of satisfaction
perceived by the user.
5.2.1.2 Toilets
In accordance with the carrying capacity of the beach (defined in the organization plan), the beach
operator shall define a sufficient number of toilets to cover the demand of the users.
The toilets shall have the following equipment and fittings:
a) toilet;
b) durable non-slip floor;
c) waste bin with a lid;
d) toilet paper;
e) coat hanger or hook;
10 © ISO 2015 – All rights reserved

f) natural or artificial ventilation;
g) wash basins with hygiene wash and if not possible, with disinfectant liquid.
If the beach is accessible, it shall have at least one toilet adapted for people with specific needs.
5.2.1.3 Showers and foot washes
There shall be freshwater showers at the beach unless:
— there are legal stipulations to the contrary;
— water resources are scarce in the town or region that the beach belongs to.
In the two cases described above, there shall be foot washes.
The water flow in the showers and foot washes shall be adequate.
In accordance with the carrying capacity of the beach, there shall be a sufficient number of showers and
foot washes that meet the demand for this service.
The showers and foot washes should have appropriate devices (where possible) for saving water and for
waste water provision.
All prohibitions and recommendations for use of the showers and foot washes shall be displayed:
a) the use of soap;
b) wasteful use of water;
c) consuming water that is not drinkable.
If the showers and foot washes are located on platforms, this surface shall be above the sand to allow
for the drainage of water. The surface shall be clean and kept free from the presence of fungi. If they
are installed directly on the sand, the growth of vegetation in the sand around the showers shall be
controlled.
In both cases, the accumulation of water in the surrounding area shall be avoided.
If the beach is accessible, it shall have showers or foot washes adapted for people with specific needs.
5.2.2 Drinking water
If there is a drinking water supply point, this shall be protected to avoid the hygiene-sanitary risks
caused by pets.
If the beach is accessible, it shall have at least one drinking water supply point adapted for people with
specific needs.
The drinking water supply points should have appropriate devices for saving water and the code of
conduct for the users (see 6.1.4) should establish water conservation measures.
5.2.3 Lockers and changing facilities
If changing facilities are available, they shall include:
— non-slip floor;
— coat hooks;
— natural or artificial ventilation;
— stools or benches.
The changing facilities should be located near to the access points.
If there is a locker service, it shall allow users to leave their personal belongings. The design of the
installations providing a locker service shall fit in with the natural or urban surroundings in which it is
located.
5.3 Temporary infrastructure
5.3.1 Beach shade
The beach shall provide some form of shade to protect users of the beach from the sun. Where possible,
the natural approach is preferred by both tourists and locals alike. See Annex D for further guidance.
5.3.2 Beach infrastructure
The beach infrastructure can include sunbeds, toilets, showers and surveillance towers. These shall be
well integrated within the natural and built environment and shall satisfy appropriate environmental
and aesthetic criteria.
Beach infrastructure shall be regularly maintained and checked in order to ensure that it is safe to use.
The beach operator shall check the following, as a minimum:
— the cleanliness of equipment;
— the serviceable condition of equipment;
— the environmental effects of paint and other materials used for maintaining the equipment and
infrastructure;
— any potential risk associated with the deterioration and malfunction of equipment.
Wherever possible, environmentally friendly products should be used.
5.4 Access to the beach
5.4.1 General
The beach operator shall plan the access of any vehicle to the beach and develop a method to ensure that
the accesses are maintained in an adequate condition for use. The results shall be recorded and analysed
so as to be able to take actions for improvement.
a) All beaches shall be made accessible as far as possible.
b) If a beach is categorized as public, this shall be communicated by the beach operator.
c) Access to public beaches shall be free, although at some beaches, public access may be provided
through charging a small and reasonable fee.
d) Access paths to the beach shall be safe, clean and maintained at all times.
e) The majority of the beach shall be designated entirely vehicle-free. Vehicles (except for those used
for the purpose of cleaning and safety, such as emergency vehicles) should not be allowed. The beach
operator shall plan the access of any vehicles to the beach parking area(s).
5.4.2 Responsibilities
The beach operator shall designate a person who (in addition to any other functions) shall have the
task of ensuring that the access points and areas are maintained to the level of quality defined in this
International Standard.
12 © ISO 2015 – All rights reserved

The beach operator shall carry out the necessary supervision tasks to ensure that these are maintained
in good condition for use, and shall record the status of the installations.
5.4.3 General requirements concerning accessibility
Access to the beach should be facilitated by access ramps, adapted to users with specific needs. If
possible, access to the water should also be facilitated.
If the beach is accessible, it shall provide access to the dry surface, to the bathing area and all the
existing installations and equipment, adapted for people with specific needs. Where locally permissible,
entrances at accessible beaches shall be clearly marked and shall display the ISO 7001 graphical symbol
for accessibility.
5.4.4 Car park
At those beaches where there is a car park, this shall be maintained in adequate operating conditions and
shall be well kept. If any deficiencies appear, these shall be reported to those responsible for managing
the car park.
Car parks shall have designated spaces for people with disabilities.
If it is necessary to pay to park, the price shall be indicated at the entrance to the car park.
5.4.5 Prohibitive vehicle access
Unauthorized camping, driving and dumping shall be prohibited on the beach. There shall be information
about these restrictions displayed at the beach. Vehicles, except for those used for the purpose of
cleaning and safety (e.g. for moving lifeguard equipment or emergency vehicles) should not be allowed
on the beach. For cases where vehicles cannot be entirely prohibited, these shall be adequately justified
and properly managed. Areas for driving and parking, as well as car-free zones, shall be designated
and, whenever the situation requires it, police or traffic guards shall control the beach. If vehicles are
allowed, these should be prohibited from entering the high water zone at any time. The majority of the
beach should be designated entirely vehicle-free.
Where there are no physical barriers preventing access to the beach by vehicles, and where there are
problems with unauthorized vehicles, camping or dumping, by-laws should be put in place to prohibit
these activities. Information about these by-laws should be displayed. The beach and its nearby areas
shall not be used for the dumping of litter and other waste.
In the case of special events that involve the use of vehicles on the beach, a special management plan
shall be drawn up and applied to prevent damage to the ecosystem, as well as risks to beach users.
Parking for emergency vehicles shall be provided in close proximity to the beach. If necessary, additional
resources (e.g. clea
...

ISO 13009
Tourism
and related
services
Requirements
and recommendations
for beach operation
First edition
2015-01-15
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Cover photo credit: ISO/CS, 2015
ii
Executive summary
• Tourism is one of the fastest growing economic sectors in the world and a key
driver for socio-economic progress. According to the World Tourism Organization
(UNWTO), in 2014 international tourism arrivals grew by 4,7% over the previous
year to 1,138 billion tourists, while the tourism industry accounted for 9% GDP
(direct, indirect and induced), one out of every 11 jobs and 6% of the world’s exports.
• Considering the important impact tourism has on their economies, countries have
much to gain from ensuring that visitors have a pleasant experience.
• ISO 13009 is the first specific standard for beaches. Before its publication, there
was very little guidance to help beach operators determine and plan for beach
management. As a result, many beaches have not been developed or managed in a
sustainable way, often creating a negative experience for beach users.
• ISO 13009 seeks to provide guidance in helping to establish international
benchmarks for beach management and safety. By using it, beach operators will be
able to make better-informed decisions about managing the beaches for which they
are responsible, using a consistent approach based on best practice.
• Beach operators can apply specific features of ISO 13009, depending on the type of
beach concerned, or whether it is a high or low activity beach (which might change
at different times of the year).
• In addition to general beach organization, it includes other important aspects, such
as providing education and information on beach safety, signage, access and zoning,
supervision and rescue, water quality and beach facilities.
iii
Contents Page
Foreword . vi
Introduction .vii
1 Scope .1
2 Normative references .1
3 Terms and definitions .1
4 General requirements and guidance for managing beaches .4
4.1 General . 4
4.2 Benefits of standard compliance .5
4.2.1 Benefits .5
4.2.2 Risks .5
4.3 Linking beach operation with hazard management .6
4.4 Beach ownership .6
4.5 Planning .7
4.5.1 Identification of health risks .7
4.5.2 Emergency planning .7
4.5.3 Beach operation, organization plan and maintenance.8
4.6 Stakeholder communication .10
4.7 Promoting the beach .10
4.8 Performance measurement.11
4.9 Customer satisfaction and feedback compilation .11
5 Infrastructure . 11
5.1 General .11
5.2 Permanent infrastructure .12
5.2.1 Sanitary services .12
5.2.2 Drinking water .14
5.2.3 Lockers and changing facilities .14
5.3 Temporary infrastructure .14
5.3.1 Beach shade.14
5.3.2 Beach infrastructure .14
5.4 Access to the beach .15
5.4.1 General.15
5.4.2 Responsibilities .15
5.4.3 General requirements concerning accessibility .15
5.4.4 Car park .16
5.4.5 Prohibitive vehicle access .16
iv © ISO 2015 – All rights reserved

6 Service provision . 16
6.1 Information services .16
6.1.1 Information about the services provided at the beach .16
6.1.2 Tourist information .18
6.1.3 Tariffs and levies .18
6.1.4 Information about codes of conduct .18
6.1.5 Information about safety .18
6.1.6 Sanitary/environmental information .19
6.2 Beach safety services .19
6.2.1 General.19
6.2.2 Responsibilities .20
6.2.3 General requirements .21
6.2.4 Planning and monitoring risk .21
6.2.5 Control measures .22
6.2.6 Signage, flags and zoning .22
6.2.7 Lifeguards and first aid services .24
6.2.8 Public rescue equipment and emergency communications .26
6.2.9 Beach evacuations and closure .27
6.3 Beach cleaning and waste removal .27
6.3.1 General.27
6.3.2 Planning requirements .27
6.3.3 Cleaning installations and equipment .28
6.3.4 Waste disposal, collection and recycling .29
6.4 Commercial services .30
6.4.1 General.30
6.4.2 Food and drink.31
6.4.3 Sunbeds and sunshades .31
6.4.4 Sports and leisure activities .31
Annex A (informative) Carrying capacity concept . 32
Annex B (informative) Bathing water quality . 34
Annex C (normative) Check list of minimum requirements for services
and infrastructure . 35
Annex D (informative) Examples of beach shade materials . 38
Annex E (informative) Lost and found persons . 41
Bibliography . 44
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of
national standards bodies (ISO member bodies). The work of preparing International
Standards is normally carried out through ISO technical committees. Each member body
interested in a subject for which a technical committee has been established has the
right to be represented on that committee. International organizations, governmental
and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates
closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further
maintenance are described in the ISO/IEC Directives, Part 1. In particular the different
approval criteria needed for the different types of ISO documents should be noted. This
document was drafted in accordance with the editorial rules of the ISO/IEC Directives,
Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may
be the subject of patent rights. ISO shall not be held responsible for identifying any or
all such patent rights. Details of any patent rights identified during the development of
the document will be in the Introduction and/or on the ISO list of patent declarations
received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users
and does not constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related
to conformity assessment, as well as information about ISO’s adherence to the WTO
principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword -
Supplementary information
The committee responsible for this document is Technical Committee ISO/TC 228,
Tourism and related services.
vi © ISO 2015 – All rights reserved

Introduction
At present, there are no specific standards for beaches and very little guidance for beach
management to help operators determine and plan for beach management. As a result,
many beaches have not been developed or managed in a sustainable way, resulting in
some loss of the natural beauty of the site and, consequently, a negative beach user
experience. This International Standard seeks to provide guidance in helping to establish
international benchmarks for beach management and safety.
The aim of this International Standard is to help beach operators make better-informed
decisions about managing the beaches for which they are responsible, using a consistent
approach based on best practice. In addition to general beach organization, this
International Standard includes other important aspects, such as providing education
and information on beach safety, signage, access and zoning, supervision and rescue,
water quality and beach facilities.
Every beach is unique and has its own characteristics. A particular beach could be
defined as a low activity beach for the majority of the year, but classified as high activity
beach for two weeks of the year (e.g. during a high season or a carnival period), thus
requiring a different management approach to be adopted and temporary features to be
added. This International Standard covers both high activity beaches and low activity
beaches, without a clear segregation of beach type.
The beach operator can apply specific features of this International Standard to a
particular beach, as stipulated in the results of a beach risk assessment exercise. The
beach risk assessment exercise is a simple way to help review the management and
safety issues for each beach.
In order to determine how to implement this International Standard, it is intended that a
robust risk management process is used which highlights the risks and hazards present
at each beach and which identifies the appropriate control measures required to reduce
the likelihood of frequency or impact (see Clause 6). The risk assessment also identifies
the beach type (i.e. high activity beach or low activity beach).
1 Scope
This International Standard establishes general requirements and recommendations
for beach operators that offer tourist and visitor services. It provides guidance for
both beach operators and users regarding the delivery of sustainable management and
planning, beach ownership, sustainable infrastructure and service provision needs,
including beach safety, information and communication, cleaning and waste removal.
This International Standard is applicable to beaches during the bathing season.
2 Normative references
The following documents, in whole or in part, are normatively referenced in this document
and are indispensable for its application. For dated references, only the edition cited
applies. For undated references, the latest edition of the referenced document (including
any amendments) applies.
ISO 7001, Graphical symbols — Public information symbols
ISO 20712-1, Water safety signs and beach safety flags — Part 1: Specifications for water
safety signs used in workplaces and public areas
ISO 20712-2, Water safety signs and beach safety flags — Part 2: Specifications for beach
safety flags — Colour, shape, meaning and performance
ISO 20712-3, Water safety signs and beach safety flags — Part 3: Guidance for use
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
3.1
accessible beach
beach (3.3) that fulfils a number of requirements which make it safe to use by people
with specific needs
3.2
bathing season
period of the year in which beach services (3.13) are available and a significant presence
of bathers is foreseen, taking into account local factors and risk assessment
Note 1 to entry: See 6.2 for information on risk assessment.
3.3
beach
natural or artificial area, formed by sand, gravel, pebble, rock or another material, that
facilitates access to the water and the bathing area where leisure activities are carried
out and where services (3.13) are provided by the beach operator (3.4)
Note 1 to entry: This does not include promenades, pedestrian paths or similar that are joined
to, or adjacent to, the beach.
3.4
beach operator
organization (3.11) assigned to manage and inspect aspects related to a beach (3.3),
including its public management, as well as its scope of influence
Note 1 to entry: The beach operator can be the local authority, or any organization that has
been legally assigned to the management of the beach.
3.5
carrying capacity
maximum number of users (3.16) who can access and be accommodated on a beach (3.3)
or in the water, within a given period of time
Note 1 to entry: See Annex A for additional information.
3.6
emergency services controller
appropriate and competent person who coordinates coastal emergencies or plans and
liaises with external agencies
Note 1 to entry: External agencies include the police, fire service, ambulance, coastguard,
military, civil protection or lifeguards.
Note 2 to entry: An agency or service normally has legal status for coordinating coastal-based
emergencies.
3.7
environment
conditions in which an organization (3.11) operates, including air, water, land, natural
resources, flora, fauna, human beings and their inter-relationships
3.8
first aid
emergency procedures aimed at maintaining vital functions whilst ensuring that the
condition of a person who is wounded, unconscious or whose life is in danger is not
aggravated, until he or she receives more qualified assistance
[SOURCE: ISO/TR 21102:2013, 2.9]
3.9
high activity beach
beach (3.3) where recreation and commercial activities occur frequently
Note 1 to entry: High activity is due to ease of access, availability of facilities, traditional use or
where the beach is well advertised/supervised for enjoyment by users (3.16).
3.10
low activity beach
beach (3.3) where recreation and commercial activities occur rarely
Note 1 to entry: Low activity is mostly due to either poor beach access issues or proximity to
settlements.
2 © ISO 2015 – All rights reserved

3.11
organization
group of people and facilities with an arrangement of responsibilities, authorities and
relationships
EXAMPLE Company, corporation, firm, enterprise, institution, charity, sole trader,
association, or parts or combination thereof.
Note 1 to entry: The arrangement is generally orderly.
Note 2 to entry: An organization can be public or private.
Note 3 to entry: This definition is valid for the purposes of quality management system
standards. The term “organization” is defined differently in ISO/IEC Guide 2.
[SOURCE: ISO 9000:2005, 3.3.1]
3.12
rescue service
agency or organization (3.11) with trained and equipped personnel that can respond
immediately to coastal-based emergencies
Note 1 to entry: Rescue services include the police, fire service, ambulance, coastguard, military,
civil protection or lifeguards.
3.13
service
provision specifically to individuals or groups of individuals in order to facilitate
activities of public use
Note 1 to entry: A service usually requires the support of specific installations, even though in
some cases it can function without them.
3.14
supplier
organization (3.11) or person providing a product or service (3.13)
Note 1 to entry: Products and services include concessions and contracts.
3.15
surveillance tower
surveillance point
facility on or near the beach (3.3) at locations that allow trained personnel to have good
observation of, and quick access to, the beach and water in order to perform a rescue or
to inform the users (3.16) of hazards
Note 1 to entry: Lifeguards and wardens are trained personnel.
3.16
user
person who visits the beach (3.3) for leisure or for work
Note 1 to entry: Users can be visitors, tourists, workers and local residents.
4 General requirements and guidance for managing
beaches
4.1 General
Coasts around the world face increasing demands to cater for a wide range of recreational
activities, with millions of tourists visiting coastal areas each year. Tourism is the
world’s third largest industry and the primary economic sector in many regions. As a
result, there is increasing competition for the use of resources in coastal waters and
beach areas.
Beach activities are becoming more varied, ranging from para-karting to power
boating; swimming to sailing and from horse riding to beach barbequing. Many
activities, particularly those involving more active participation, require some form of
management to reduce potential conflict between different user groups, and trying to
cater for such a diverse range of activities can cause difficulties. Not only do conflicts
need to be resolved between different users, but differences between locals and tourists
also need to be considered. The requirements of local residents differ from those of
tourists, and balancing their respective needs is a major contributory factor in successful
beach use and management.
Beaches can have several uses, including:
— recreation and leisure;
— coast protection;
— sporting activities;
— educational events, socio-cultural, religious or sporting;
— nature conservation;
— fishing and collecting shellfish;
— military activities.
Safety and security are increasingly important issues on beaches, and beach operators
and local authorities now pay closer attention to the physical safety of individuals and
the protection of the natural environment
It is not possible to have easy access to each beach, but all beaches should be made as
accessible as possible. Wherever feasible, all beach equipment and facilities provided
should be made accessible to all users, including to people with specific needs (e.g. by
providing parking with designated places, sanitary services, first aid services, bars and
restaurants, and practical information at the beach entrance).
4 © ISO 2015 – All rights reserved

4.2 Benefits of standard compliance
4.2.1 Benefits
There are sustainable benefits associated with this International Standard. Its value to
tourist destinations is not only to help beach operators improve the beach experience
for users, but also to help improve the economic and social fabric of beach resorts and
local coastal communities as a whole. This International Standard seeks to:
a) provide consistency and credibility to beach management issues;
b) improve the visibility of beach issues within policy setting on coastal-related
legislation and regulation;
c) harmonize national practices into global systems;
d) improve understanding and information of beach risks and issues;
e) increase recreation and access to beaches and near-shore waters;
f) encourage monitoring and evaluation;
g) provide information on the general environmental management on the beach;
h) contribute to the growing public awareness of, and commitment to sustainable
development;
i) contribute to beach environmental protection;
j) improve the tourist experience and the satisfaction of the users by providing a
quality service, in order to build customer loyalty and increase the tourism demand
of the destination and therefore the economic growth for the region.
4.2.2 Risks
There are many potential risks in maintaining the status quo and not undertaking a
standards-based approach to managing beaches, such as the following examples.
a) Economic impact:
— lose out to neighbouring competition;
— poor beach tourism development planning: insensitive landscaping, views to
the sea and badly-designed coastal engineering structures;
— investment in the tourism product reduced;
— negative portrayal in the media;
— poorly managed facilities and equipment.
b) Social implications:
— not meeting users expectations;
— health and safety: accidents and illness;
— residents staying away from the beach: perceptions challenged;
— reputation for criminal and nuisance activity;
— poor planning management;
— pollution.
4.3 Linking beach operation with hazard management
This International Standard considers how best to instil appropriate beach designs into
climate change adaptation and disaster risk reduction strategies. For example, coastal
flooding and erosion will continue to occur as the frequency of severe flooding events
is likely to increase with the onset of climate change and increased storminess. Beach
infrastructure damage, however, often only occurs when one exposes items of value to
coastal processes (e.g. building too close to high tide mark). The lack of formal building
regulation and development control is a significant issue, especially with regard to the
appropriate construction of beach facilities.
In addition to building regulation, codes of practice in general are a recommended way
forward to help developers design and manage beaches for specific beach recreational
and water based activities. Any code of practice produced should be scientifically
justifiable, and so where additional evidence-based and/or fact finding studies are
needed (i.e. beach hazard risk assessment work, see 4.5), this should be clearly outlined
as a requirement prior to production of the code of practice.
The beach operator should develop a code of practice which can include recommendations
on:
a) beach access design manual;
b) beach facilities (comfort services) building and design manual;
c) development control on beach (setback) area;
d) beach conservation;
e) establishing and regulating zones on beaches;
f) placement, maintenance and management of public rescue equipment and facilities;
g) beach safety information;
h) effective beach management and maintenance.
4.4 Beach ownership
Clarity is needed on beach ownership, responsibility and other regulatory measures. If
beaches are deemed as public, this shall be clearly communicated by the beach operator,
even if a beach lies in front of a hotel, which means that users can (in theory) frequent
every beach. As a general approach, it is the beach operator’s responsibility to gain
6 © ISO 2015 – All rights reserved

clarity on whether any part of the beach could be purchased or leased by third-party
(private) operators.
4.5 Planning
4.5.1 Identification of health risks
The beach operator shall establish, update, review annually and maintain a documented
procedure to identify direct or indirect health risks related to beach activities, services,
installations and resources that could have an impact on the health and well-being of
users. The identification of possible health risks to beach users shall include groups of
risks associated with the following:
— drinkable water supply points;
— the cleanliness of the beach surface;
— the quality of bathing water [measured, recorded and presented in accordance with
national/international best practices (see Annex B)];
— tidal conditions regarding sanitary risks;
— heavy rains causing flooding, flow of discharged water and material onto the beach,
temporary poor water quality;
— the physical characteristics of the beach (e.g. surfaces, man-made structures, rocks);
— coastal erosion and flooding;
— flora and fauna including marine life;
— installations and equipment associated with services provided at the beach;
— basic safety information and warnings.
The result of applying each criterion set out in the above list shall be based on objective
evidence that allows verification of the results of any evaluation carried out.
The bathing water quality should comply with the quality guidelines defined by the
World Health Organization (WHO) (see Reference [7]).
4.5.2 Emergency planning
The beach operator shall:
a) establish and document specific plans for emergency situations in order to prevent
and reduce the impact and risks that are associated with them; these plans shall
include:
— identification of resources to address emergency situations;
— identification and definition of responsibilities and authorities related to the
responses in these situations;
b) have the emergency response plan from stakeholders and establish systems to
coordinate with them;
c) have the necessary resources to address emergency plans;
d) check and record the effectiveness of the emergency plans in a practice exercise
each year and every time that an accident or emergency situation arises, and revise
them accordingly;
e) communicate the updated emergency plan to the emergency services controller.
4.5.3 Beach operation, organization plan and maintenance
In accordance with the defined scope, a beach operation and organization plan shall be
established. It shall include the following, as a minimum:
a) definition of the different bathing and non-bathing seasons;
b) uses and organization of the beach in different seasons, emphasizing the bathing
season;
c) uses and organization of the bathing area (e.g. buoys, motorboats and floating
platforms);
d) identification, use and organization of access points;
e) national/local regulations that define the possible uses and conditions in which any
activity (bars, open-air eating places, bans, different signs) shall be carried out;
f) zoning studies for tourist use and the carrying capacity of the beach (see Annex A).
Regarding maintenance, the beach operator shall:
— designate a person who (in addition to any other functions) shall have the task of
ensuring that the infrastructure that exists at the beach is maintained in a good
state;
— designate a supplier to carry out the maintenance of any installations at the beach,
ensuring that the instructions established to attain the levels of quality and service
indicated in this International Standard are respected;
— maintain beach cleanliness;
— maintain the beach installations and equipment in good condition for use and
establish necessary activities that permanently ensure their correct operation and
conservation;
— periodically revise and record the maintenance activities to ensure the correct
operating status of the installations and equipment (whenever possible, these should
be checked during cleaning and special attention should be paid to preventative
maintenance activities).
8 © ISO 2015 – All rights reserved

Any anomalies detected by beach users shall lead to an evaluation, repair, removal or
replacement of the required element, ensuring the good safety and hygiene conditions
of the services provided.
All personnel that carry out maintenance work on the beach shall be adequately qualified
and the beach operator shall ensure that they have sufficient material resources to
perform the activities correctly. Maintenance personnel in contact with beach users
shall be uniformed and easily identified, and informed of the rules of courtesy for
customer attention.
Together with the person responsible for maintenance, the beach operator shall define
the necessary indicators to be used to monitor the level of the service provided and the
level of satisfaction perceived by the user.
The beach operator shall have a maintenance and monitoring plan that:
— includes all installations and equipment at the beach, whether mobile or fixed;
— ensures they are in good condition for their intended use;
— provides for adapting them to the expectations of the users;
— includes maintenance routines and frequencies (daily, weekly, monthly, annual
activities);
— incorporates the verification process of the operations carried out;
— includes the conditions that could arise from the characteristic environmental
situations at each beach.
Preventative maintenance tasks shall be carried out preferably during periods of low
activity at the beach. Activities that have to be carried out for imperative reasons
(corrective maintenance) during times of high activity shall be announced and indicated,
offering users alternative uses.
A corrective maintenance system shall be established that, through the use of adequate
human and material resources, makes it possible to put the affected installations back
into use as soon as possible. The beach operator shall define the response time in
accordance with the type and seriousness of the problem.
The beach operator shall establish an efficient communications system so that any
person involved in providing the services can contact the maintenance services to
inform them about incidents in the operation or maintenance of the installations. At
the same time, it shall also have adequate mechanisms for users of the installations to
communicate any anomalies.
The supervision tasks should also be recorded.
4.6 Stakeholder communication
The beach operator shall define who is responsible for communication and establish the
necessary communication channels, in order to:
a) provide information about the services offered to the users, and when they are not
available;
b) inform both the competent authorities and the users about possible emergency
situations;
c) respond to complaints, suggestions and consultation from the users and other
groups of interest;
d) provide information about restrictions related to legislation and regulation which
can affect the user;
e) provide information about water quality and provide environmental information.
4.7 Promoting the beach
The beach operator shall make a list of services available to users. It shall include
information for beach users relating to:
a) services that are offered;
b) how to make suggestions and complaints;
c) established service indicators and commitments made by the beach operator;
d) the results of indicators from relevant health and safety risks;
e) the results of indicators from relevant environmental aspects;
f) objectives established for the current period and the results of their attainment in
the previous period;
g) prices and opening times.
A summary of the most important services shall be made available to the public
indicating where its complete contents can be found.
The beach operator shall establish the appropriate mechanisms to ensure that the
promotional information about the beach that reaches the user is complete and accurate
and shall avoid introducing errors of interpretation.
The information shall be provided in the official local languages. In addition, the
information shall be provided in at least one foreign language determined by the
beach operator (preferably in English, except for countries where English is the native
language). The information should be available in formats accessible to users with
specific needs.
10 © ISO 2015 – All rights reserved

The person responsible for the selection of promotional information shall be determined,
as well as which channels of distribution are used, and how the information is periodically
updated and withdrawn when it becomes obsolete.
4.8 Performance measurement
The beach operator shall:
— establish a system of indicators that provides relevant information relating to beach
evolution, environmental impacts, health and comfort of users and the quality level
of the services provided;
— ensure that the plans established at the beginning of the bathing season are
implemented, and that when there are deviations in compliance with the safety and
rescue provisions or if there is an increase in the number of incidents, the necessary
corrective actions shall be taken to ensure the safety of the beach users;
— provide means for measuring customer satisfaction.
4.9 Customer satisfaction and feedback compilation
The beach operator shall have a system to respond to the complaints and suggestions
submitted by the users, as well as the instructions for their resolution and the person
in charge. Customer satisfaction surveys should be undertaken on an annual basis. The
findings of these surveys should be collated and presented in an easily accessible format
for future reference (i.e. clear annual incident reporting documents).
5 Infrastructure
5.1 General
The beach operator needs to be aware of applicable national building and coastal
regulations, and shall comply with the minimum requirements for services and
infrastructure listed in Annex C.
Some coastal activities are regulated:
— building regulations are extremely important on vulnerable coastlines prone to
change;
— safety regulations ensure appropriate safety measures are put in place which are
relevant to individual locations.
Individuals/companies/organizations should take responsibility for activities such as:
— maintenance of comfort services and sanitary provisions;
— general management (needs to be audited and regulated on a regular basis);
— training of staff.
5.2 Permanent infrastructure
5.2.1 Sanitary services
5.2.1.1 General
The following sanitary services shall be available:
— toilets;
— showers and foot washes.
The beach operator shall designate a person who (in addition to any other functions)
shall ensure that these sanitary services are in a good operating condition, clean and
well kept. If any deficiencies are detected, the necessary corrective actions shall be
taken to ensure they function adequately.
A record of the supervision of the sanitary services shall be made and kept.
Following customer satisfaction surveys and/or suggestions for improvement that arise
from user complaints, the beach operator shall inform the supplier about possible claims
regarding the service.
Any waste water from toilet facilities shall be treated separately and shall not be
discharged into the bathing area or any streams feeding that water.
All sanitary services existing at the beach shall be available to the users during the
operating hours of the beach. The times available shall be defined by the beach operator
and communicated to the users (as operating times can vary throughout the year).
If the beach is accessible, it shall have sanitary services adapted to people with specific
needs.
The sanitary services shall be indicated at the main accesses to the beach, as determined
by the beach operator and on the map (see 6.1.5).
The design of the sanitary services shall fit in with the natural or urban environment in
which they are located.
All the installations and equipment provided in the sanitary services shall be included
in the cleaning and maintenance plan for the beach.
All personnel that provide sanitary services shall be uniformed and easily identified,
and shall understand the rules of courtesy for taking care of customers.
Togethe
...

NORME ISO
INTERNATIONALE 13009
Première édition
2015-01-15
Tourisme et services connexes —
Exigences et recommandations pour
les opérations de plage
Tourism and related services — Requirements and recommendations
for beach operation
Numéro de référence
©
ISO 2015
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2015
Droits de reproduction réservés. Sauf indication contraire, aucune partie de cette publication ne peut être reproduite ni utilisée
sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique, y compris la photocopie, l’affichage sur
l’internet ou sur un Intranet, sans autorisation écrite préalable. Les demandes d’autorisation peuvent être adressées à l’ISO à
l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
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Publié en Suisse
ii © ISO 2015 – Tous droits réservés

Sommaire Page
Avant-propos . iv
Introduction . v
1 Domaine d’application .1
2 Références normatives .1
3 Termes et définitions .1
4 Exigences et recommandations générales relatives au management des plages .4
4.1 Généralités .4
4.2 Bénéfices de la conformité à la norme .4
4.3 Lien entre l’exploitation de la plage et le management du risque .6
4.4 Propriété des plages .6
4.5 Planification.7
4.6 Communication avec les parties prenantes .9
4.7 Promotion de la plage . 10
4.8 Mesure des performances . 10
4.9 Recueil de la satisfaction et des retours d’informations des clients . 10
5 Infrastructure . 11
5.1 Généralités . 11
5.2 Infrastructure permanente . 11
5.3 Infrastructure temporaire. 13
5.4 Accès à la plage . 14
6 Prestation de services . 15
6.1 Services d’information . 15
6.2 Services de sécurité de la plage . 18
6.3 Nettoyage de la plage et enlèvement des déchets . 24
6.4 Services commerciaux . 27
Annexe A (informative) Concept de capacité d’occupation . 29
Annexe B (informative) Qualité des eaux de baignade . 30
Annexe C (normative) Liste de contrôle des exigences minimales relatives aux services et
aux infrastructures . 31
Annexe D (informative) Exemples de matériaux d’ombrage sur les plages . 34
Annexe E (informative) Personnes disparues et trouvées . 36
Bibliographie . 38

iii
Avant-propos
L'ISO (Organisation internationale de normalisation) est une fédération mondiale d'organismes
nationaux de normalisation (comités membres de l'ISO). L'élaboration des Normes internationales est
en général confiée aux comités techniques de l'ISO. Chaque comité membre intéressé par une étude a le
droit de faire partie du comité technique créé à cet effet. Les organisations internationales,
gouvernementales et non gouvernementales, en liaison avec l'ISO participent également aux travaux.
L'ISO collabore étroitement avec la Commission électrotechnique internationale (IEC) en ce qui
concerne la normalisation électrotechnique.
Les procédures utilisées pour élaborer le présent document et celles destinées à sa mise à jour sont
décrites dans les Directives ISO/IEC, Partie 1. Il convient, en particulier de prendre note des différents
critères d'approbation requis pour les différents types de documents ISO. Le présent document a été
rédigé conformément aux règles de rédaction données dans les Directives ISO/IEC, Partie 2
(voir www.iso.org/directives).
L'attention est appelée sur le fait que certains des éléments du présent document peuvent faire l'objet
de droits de propriété intellectuelle ou de droits analogues. L'ISO ne saurait être tenue pour
responsable de ne pas avoir identifié de tels droits de propriété et averti de leur existence. Les détails
concernant les références aux droits de propriété intellectuelle ou autres droits analogues identifiés
lors de l'élaboration du document sont indiqués dans l'Introduction et/ou dans la liste des déclarations
de brevets reçues par l'ISO (voir www.iso.org/brevets).
Les appellations commerciales éventuellement mentionnées dans le présent document sont données
pour information, par souci de commodité, à l’intention des utilisateurs et ne sauraient constituer un
engagement.
Pour une explication de la signification des termes et expressions spécifiques de l'ISO liés à l'évaluation
de la conformité, ou pour toute information au sujet de l'adhésion de l'ISO aux principes de l'OMC
concernant les obstacles techniques au commerce (OTC), voir le lien suivant: Avant-propos —
Informations supplémentaires.
Le comité chargé de l'élaboration du présent document est l'ISO/TC 228, Services touristiques.
iv
Introduction
Actuellement, il n’existe pas de normes spécifiques pour les plages et il existe très peu de lignes
directrices pour le management des plages permettant d’aider les exploitants à déterminer et planifier
le management des plages. Par conséquent, de nombreuses plages n’ont pas été développées ni gérées
de façon durable, entraînant une certaine dégradation de la beauté naturelle du site et, par là-même,
une mauvaise expérience des utilisateurs de la plage. La présente Norme internationale vise à fournir
des recommandations afin de faciliter l’établissement de points de référence internationaux pour le
management et la sécurité des plages.
Le but de la présente Norme internationale est d’aider les exploitants de plages à prendre des décisions
plus éclairées concernant le management des plages dont ils ont la charge, grâce à une approche
cohérente basée sur de bonnes pratiques. En plus de l’aménagement général des plages, la présente
Norme internationale inclut d’autres aspects importants tels que la fourniture d’éducation et
d’information concernant la sécurité des plages, la signalisation, l’accès et le zonage, la surveillance et
les secours, la qualité de l’eau et les installations de plage.
Chaque plage est unique et possède ses propres caractéristiques. Une plage particulière peut être
définie comme une plage de faible activité la majorité de l’année, mais classée comme une plage de forte
activité pendant deux semaines de l’année (par exemple, en haute saison ou à l’occasion d’une fête
foraine), nécessitant par conséquent l’adoption d’une approche différente de son management et l’ajout
de caractéristiques temporaires. La présente Norme internationale couvre à la fois les plages de forte
activité et les plages de faible activité, sans séparation claire du type de plage.
L’exploitant de plage peut appliquer les caractéristiques spécifiques de la présente Norme
internationale à une plage particulière, comme stipulé dans les résultats d’un exercice d’évaluation des
risques de la plage. L’exercice d’évaluation des risques de la plage est un moyen simple de passer en
revue les questions de management et de sécurité pour chaque plage.
Afin de déterminer comment mettre en œuvre la présente Norme internationale, il est prévu d’utiliser
un processus solide de management du risque qui mette en évidence les risques et les dangers présents
sur chaque plage et identifie les mesures de contrôle appropriées requises pour réduire la probabilité
de fréquence ou d’impact (voir Article 6). L’évaluation des risques identifie également le type de plage
(à savoir plage de forte activité ou plage de faible activité).
v
NORME INTERNATIONALE ISO 13009:2015(F)

Services touristiques — Exigences et recommandations pour
l’exploitation des plages
1 Domaine d’application
La présente Norme internationale établit les exigences et recommandations générales pour les
exploitants de plages qui offrent des services aux touristes et aux visiteurs. Elle fournit des
recommandations à la fois pour les exploitants de plages et les utilisateurs concernant la mise en œuvre
d’un management et d’une planification durables, la propriété des plages, les infrastructures durables et
les besoins en matière de prestation de services, y compris la sécurité des plages, l’information et la
communication, le nettoyage et l’enlèvement des déchets.
La présente Norme internationale est applicable aux plages pendant la saison de baignade.
2 Références normatives
Les documents ci-après, dans leur intégralité ou non, sont des références normatives indispensables à
l’application du présent document. Pour les références datées, seule l’édition citée s’applique. Pour les
références non datées, la dernière édition du document de référence s’applique (y compris les éventuels
amendements).
ISO 7001, Symboles graphiques — Symboles destinés à l’information du public.
ISO 20712-1, Signaux de sécurité relatifs à l’eau et drapeaux de sécurité pour les plages — Partie 1 :
Spécifications des signaux de sécurité relatifs à l’eau utilisés sur les lieux de travail et dans les lieux publics.
ISO 20712-2, Signaux de sécurité relatifs à l’eau et drapeaux de sécurité pour les plages — Partie 2 :
Spécifications des drapeaux de sécurité pour les plages — Couleur, forme, signification et performance.
ISO 20712-3, Signaux de sécurité relatifs à l’eau et drapeaux de sécurité pour les plages — Partie 3 :
Lignes directrices pour l’utilisation.
3 Termes et définitions
Pour les besoins du présent document, les termes et définitions suivants s’appliquent.
3.1
plage accessible
plage (3.3) qui remplit un certain nombre d’exigences qui la rendent sûre à utiliser par les personnes
ayant des besoins particuliers
3.2
saison de baignade
période de l’année au cours de laquelle les services (3.13) de la plage sont mis à disposition et au cours
de laquelle une présence significative de baigneurs est prévue, en tenant compte des facteurs locaux et
de l’évaluation des risques
Note 1 à l’article : Voir 6.2 pour des informations sur l’évaluation des risques.
3.3
plage
zone naturelle ou artificielle, constituée de sable, de graviers, de galets, de rochers ou autre matériau,
facilitant l’accès à l’eau et à la zone de baignade où des activités de loisirs sont pratiquées et où des
services (3.13) sont fournis par l’exploitant de plage (3.4)
Note 1 à l’article : Cela n’inclut pas les promenades, sentiers pédestres ou similaires, menant ou adjacents à la
plage.
3.4
exploitant de plage
organisme (3.11) affecté au management et au contrôle des aspects relatifs à la plage (3.3), y compris sa
gestion publique ainsi que son domaine d’influence
Note 1 à l’article : L’exploitant de plage peut être l’autorité locale ou tout organisme ayant été affecté légalement
au management de la plage.
3.5
capacité d’occupation
nombre maximal d’utilisateurs (3.16) pouvant accéder à une plage (3.3) ou à l’eau et y être accueillis, au
cours d’une période donnée
Note 1 à l’article : Voir l’Annexe A pour plus d’informations.
3.6
coordinateur des services d’urgence
personne appropriée et compétente qui coordonne les urgences côtières ou planifie et fait la liaison
avec les intervenants externes
Note 1 à l’article : Les intervenants externes incluent la police, les pompiers, les ambulances, les garde-côtes, les
gendarmes, la protection civile et les sauveteurs.
Note 2 à l’article : Un organisme ou un service a normalement le statut juridique pour coordonner les urgences sur
les côtes.
3.7
environnement
conditions dans lesquelles un organisme (3.11) fonctionne, incluant l’air, l’eau, la terre, les ressources
naturelles, la flore, la faune, les êtres humains et leurs interrelations
3.8
premiers soins
procédures d’urgence visant à maintenir les fonctions vitales tout en s’assurant que l’état d’une
personne qui est blessée, inconsciente ou dont la vie est en danger ne s’aggrave pas, jusqu’à ce qu’elle
reçoive une assistance plus qualifiée
[SOURCE : ISO/TR 21102:2013, 2.9]
3.9
plage de forte activité
plage (3.3) où des activités récréatives et commerciales ont lieu fréquemment
Note 1 à l’article : Une forte activité est due à la facilité d’accès, à la mise à disposition d’installations, à un usage
traditionnel, ou à une plage largement promue/surveillée pour le plaisir des utilisateurs (3.16).
3.10
plage de faible activité
plage (3.3) où des activités récréatives et commerciales ont rarement lieu
Note 1 à l’article : Une faible activité est principalement due soit à des difficultés d’accès à la plage, soit à la
proximité de lotissements.
3.11
organisme
ensemble d’installations et de personnes avec des responsabilités, pouvoirs et relations
EXEMPLE Compagnie, société, firme, entreprise, institution, œuvre de bienfaisance, travailleur indépendant,
association, ou parties ou combinaison de ceux-ci.
Note 1 à l’article : Cet ensemble est généralement structuré.
Note 2 à l’article : Un organisme peut être public ou privé.
Note 3 à l’article : La définition ci-dessus est valable pour les besoins des normes relatives aux systèmes de
management de la qualité. Le terme « organisme » est défini de manière différente dans l’ISO/IEC Guide 2.
[SOURCE : ISO 9000:2005, 3.3.1]
3.12
service de secours
agence ou organisme (3.11) qui dispose d’un personnel formé et équipé pouvant répondre
immédiatement aux urgences sur les côtes
Note 1 à l’article : Les services de secours incluent la police, les pompiers, les ambulances, les garde-côtes, les
gendarmes, la protection civile et les sauveteurs.
3.13
service
prestation destinée spécifiquement à des individus ou des groupes d’individus afin de faciliter les
activités à usage public
Note 1 à l’article : Un service nécessite généralement le recours à des installations spécifiques, même si dans
certains cas il peut fonctionner sans elles.
3.14
fournisseur
organisme (3.11) ou personne fournissant un produit ou un service (3.13)
Note 1 à l’article : Les produits et services comprennent les sous-traitants et les contractuels.
3.15
tour de surveillance
point de surveillance
installation située sur ou à proximité de la plage (3.3) à un emplacement permettant au personnel
formé d’avoir une bonne vue de la plage et de l’eau et d’y accéder rapidement, afin de procéder à une
opération de secours ou d’informer les utilisateurs (3.16) de dangers
Note 1 à l’article : Les sauveteurs et les surveillants font partie du personnel formé.
3.16
utilisateur
personne qui visite la plage (3.3) dans le cadre de loisirs ou du travail
Note 1 à l’article : Les utilisateurs peuvent être des visiteurs, des touristes, des travailleurs et des résidents locaux.
4 Exigences et recommandations générales relatives au management des plages
4.1 Généralités
Partout dans le monde, le littoral fait face à des demandes croissantes pour accueillir une grande variété
d’activités récréatives avec des millions de touristes qui visitent les zones côtières chaque année. Le
tourisme est la troisième plus grande industrie au monde et le premier secteur économique dans de
nombreuses régions. Par conséquent, il existe une concurrence de plus en plus forte pour l’utilisation
des ressources dans les eaux côtières et les zones de plage.
Les activités de plage sont de plus en plus diversifiées, allant du para-kart au motonautisme ; de la
baignade à la voile et de l’équitation au barbecue sur la plage. De nombreuses activités, en particulier
celles impliquant une participation plus active, requièrent un minimum de management afin de réduire
le conflit potentiel entre les différents groupes d’utilisateurs, et essayer d’accueillir une telle diversité
d’activités peut poser des difficultés. Il est nécessaire non seulement de résoudre les conflits entre les
différents utilisateurs, mais également de tenir compte des différences entre les locaux et les touristes.
Les exigences des résidents locaux sont différentes de celles des touristes, et le bon équilibre entre leurs
besoins respectifs est un facteur majeur contribuant à une utilisation et un management réussis de la
plage.
Les plages peuvent avoir plusieurs usages, y compris les suivants :
— activités récréatives et loisirs ;
— protection des côtes ;
— activités sportives ;
— événements éducatifs, socio-culturels, religieux ou sportifs ;
— protection de la nature ;
— pêche et ramassage de coquillages ;
— activités militaires.
La sûreté et la sécurité sont des questions de plus en plus importantes sur les plages, et les exploitants
de plage ainsi que les autorités locales prêtent désormais une plus grande attention à la sécurité
physique des personnes et à la protection de l’environnement naturel.
Il n’est pas possible d’avoir un accès facile à chaque plage, mais il convient de rendre toutes les plages
aussi accessibles que possible. Il convient, dans la mesure du possible, que tous les équipements et
toutes les installations de plage fournis soient rendus accessibles à tous les utilisateurs, y compris aux
personnes ayant des besoins particuliers (par exemple en fournissant un parking avec des places
réservées, des services sanitaires, des services de premiers soins, des bars et restaurants, et des
informations pratiques à l’entrée de la plage).
4.2 Bénéfices de la conformité à la norme
4.2.1 Bénéfices
Il existe des bénéfices durables associés à la présente Norme internationale. Son intérêt pour les
destinations touristiques n’est pas seulement d’aider les exploitants de plages à améliorer l’expérience
de la plage pour les utilisateurs, mais aussi d’aider à améliorer le tissu économique et social des stations
balnéaires et des communautés côtières locales dans leur ensemble. La présente Norme internationale
vise à :
a) apporter de la cohérence et de la crédibilité dans les questions de management des plages ;
b) améliorer la visibilité des enjeux concernant les plages dans le cadre de l’élaboration de politiques
en matière de législation et de réglementation relatives au littoral ;
c) harmoniser les pratiques nationales au sein de systèmes globaux ;
d) améliorer la compréhension et l’information concernant les risques et les enjeux relatifs aux
plages ;
e) accroître les activités récréatives et l’accès aux plages et aux eaux près des côtes ;
f) encourager la surveillance et l’évaluation ;
g) fournir des informations sur le management environnemental général sur la plage ;
h) contribuer à la sensibilisation et à l’engagement croissants du public envers le développement
durable ;
i) contribuer à la protection de l’environnement de la plage ;
j) améliorer l’expérience des touristes et la satisfaction des utilisateurs en fournissant un service de
qualité, afin de fidéliser la clientèle et d’accroître la demande touristique pour la destination, et
favoriser ainsi la croissance économique de la région.
4.2.2 Risques
Il existe de nombreux risques potentiels à maintenir le statu quo et à ne pas adopter d’approche
normative du management des plages, tels que les exemples suivants.
a) Impact économique :
— concurrence locale incontrôlée ;
— mauvaise planification du développement du tourisme balnéaire : aménagements inopportuns,
vues sur la mer et ouvrages de construction mal conçus sur le littoral ;
— baisse de l’investissement dans le produit touristique ;
— mauvaise image dans les médias ;
— mauvais management des installations et des équipements.
b) Implications sociales :
— non-satisfaction des attentes des utilisateurs ;
— santé et sécurité : accidents et maladies ;
— résidents se tenant à l’écart de la plage : perceptions contestées ;
— réputation d’activités criminelles et de nuisances ;
— mauvais management de la planification ;
— pollution.
4.3 Lien entre l’exploitation de la plage et le management du risque
La présente Norme internationale considère comment instiller au mieux des conceptions de plage
appropriées dans des stratégies d’adaptation au changement climatique et de réduction des risques de
catastrophes. Par exemple, des inondations côtières et l’érosion continueront de se produire du fait de
l’augmentation probable de la fréquence des épisodes d’inondations graves en raison du changement
climatique et de la fréquence accrue des tempêtes. Cependant, en général, l’endommagement des
infrastructures de plage se produit seulement lorsque des éléments de valeur sont exposés aux
processus côtiers (par exemple, bâtiment trop proche de la ligne des hautes eaux). L’absence de
réglementation officielle en matière de construction et de contrôle officiel du développement est un
enjeu important, notamment en ce qui concerne la construction appropriée des installations de plage.
En plus de la réglementation en matière de construction, les codes de pratiques en général sont un
moyen recommandé d’aider les développeurs à concevoir et à gérer les plages en vue d’activités
récréatives spécifiques sur la plage et d’activités aquatiques spécifiques. Il convient que tout code de
pratiques rédigé puisse être justifié scientifiquement, et donc lorsque des études supplémentaires
fondées sur des données et/ou sur la recherche de faits sont nécessaires (c’est-à-dire travail
d’évaluation des risques de la plage, voir 4.5), il convient que cela soit clairement indiqué comme une
exigence préalable à la parution du code de pratiques.
Il convient que l’exploitant de plage élabore un code de pratiques pouvant inclure des
recommandations sur ce qui suit :
a) manuel de conception des accès aux plages ;
b) manuel de conception et de construction des installations de plage (services de confort) ;
c) contrôle du développement sur la zone (de retrait) de la plage ;
d) protection des plages ;
e) établissement et régulation des zones sur les plages ;
f) mise en place, maintenance et management du matériel et des installations de secours à disposition
du public ;
g) informations relatives à la sécurité des plages ;
h) management et maintenance efficaces des plages.
4.4 Propriété des plages
Il est nécessaire d’apporter des éclaircissements sur la propriété des plages, la responsabilité et autres
mesures réglementaires. Si les plages sont considérées comme publiques, il faut clairement en informer
l’exploitant de plage, même si une plage est située devant un hôtel, ce qui signifie que les utilisateurs
peuvent (en théorie) fréquenter toutes les plages. De manière générale, il revient à l’exploitant de plage
d’obtenir des éclaircissements pour savoir si une partie de la plage peut être achetée ou louée par des
exploitants tiers (privés).
4.5 Planification
4.5.1 Identification des risques sanitaires
L’exploitant de plage doit établir, tenir à jour, passer en revue une fois par an et conserver une
procédure documentée afin d’identifier les risques sanitaires directs ou indirects concernant les
activités de plage, les services, les installations et les ressources susceptibles d’avoir un impact sur la
santé et le bien-être des utilisateurs. L’identification des risques potentiels pour la santé des utilisateurs
de la plage doit comporter les catégories de risques associées à ce qui suit :
— points d’alimentation en eau potable ;
— propreté de la surface de la plage ;
— qualité de l’eau de baignade (mesurée, enregistrée et présentée conformément aux meilleures
pratiques nationales/internationales (voir Annexe B)) ;
— conditions de marées concernant les risques sanitaires ;
— fortes pluies provoquant des inondations, un afflux d’écoulement d’eau et de matière sur la plage,
une mauvaise qualité temporaire de l’eau ;
— caractéristiques physiques de la plage (par exemple, surfaces, structures artificielles, rochers) ;
— érosion et inondations côtières ;
— la flore et la faune, y compris la vie marine ;
— installations et équipements associés aux services fournis sur la plage ;
— informations et avertissements de base relatifs à la sécurité.
Le résultat de l’application de chaque critère mentionné dans la liste ci-dessus doit être basé sur des
preuves objectives permettant la vérification des résultats de toute évaluation réalisée.
Il convient que la qualité des eaux de baignade soit conforme aux lignes directrices sur la qualité
définies par l’Organisation mondiale de la santé (OMS) (voir Référence [7]).
4.5.2 Planification d’urgence
L’exploitant de plage doit :
a) établir et documenter des plans spécifiques pour les situations d’urgence afin d’éviter et de réduire
l’impact et les risques qui y sont associés ; ces plans doivent comprendre :
— l’identification des ressources pour traiter les situations d’urgence ;
— l’identification et la définition des responsabilités et autorités concernant les réponses dans ces
situations ;
b) disposer du plan d’intervention d’urgence des parties prenantes et établir les systèmes de
coordination avec elles ;
c) disposer des ressources nécessaires pour traiter les plans d’urgence ;
d) vérifier et enregistrer l’efficacité des plans d’urgence au cours d’un exercice pratique chaque année
et chaque fois qu’un accident ou une situation d’urgence se produit, et les réviser en conséquence ;
e) communiquer le plan d’urgence actualisé au coordinateur des services d’urgence.
4.5.3 Plan d’exploitation et d’aménagement de la plage et maintenance
Conformément au champ défini, un plan d’exploitation et d’aménagement de la plage doit être établi. Il
doit comporter au moins les informations suivantes :
a) définition des différentes saisons de baignade et non-baignade ;
b) utilisations et aménagement de la plage au cours des différentes saisons, en mettant l’accent sur la
saison de baignade ;
c) utilisations et aménagement de la zone de baignade (par exemple balises, bateaux à moteur et
plates-formes flottantes) ;
d) identification, utilisation et aménagement des points d’accès ;
e) réglementation nationale/locale définissant les utilisations possibles et les conditions dans
lesquelles chaque activité (bars, lieux de restauration en plein air, interdictions, différentes
signalisations) doit être pratiquée ;
f) les études de zonage, à usage des touristes et la capacité d’occupation de la plage (voir Annexe A).
Concernant la maintenance, l’exploitant de plage doit :
— désigner une personne qui (entre autres fonctions) aura pour tâche de s’assurer que les
infrastructures existantes sur la plage sont conservées dans un bon état ;
— désigner un fournisseur pour assurer la maintenance des installations de la plage, en veillant à ce
que les instructions établies en vue d’atteindre les niveaux de qualité et de service indiqués dans la
présente Norme internationale soient respectées ;
— maintenir la propreté de la plage ;
— maintenir les installations et équipements de la plage en bonnes conditions d’utilisation et établir
les activités nécessaires pour assurer en permanence leur fonctionnement et leur conservation
corrects ;
— réviser périodiquement et enregistrer les activités de maintenances afin d’assurer l’état de
fonctionnement correct des installations et équipements (dans la mesure du possible, il convient
d’effectuer un contrôle pendant le nettoyage et de porter une attention particulière aux activités de
maintenance préventive).
Toute anomalie détectée par les utilisateurs de la plage doit entraîner une évaluation, une réparation,
un retrait ou un remplacement de l’élément requis, en veillant aux bonnes conditions d’hygiène et de
sécurité des services fournis.
L’ensemble du personnel effectuant des travaux de maintenance sur la plage doit être qualifié de
manière appropriée et l’exploitant de plage doit s’assurer qu’il dispose des ressources matérielles
suffisantes pour réaliser correctement ces activités. Le personnel de maintenance en contact avec les
utilisateurs de la plage doit être équipé d’un uniforme et facilement identifiable, et être informé des
règles de politesse à l’égard des clients.
En concertation avec le responsable de la maintenance, l’exploitant de plage doit définir les indicateurs
nécessaires à utiliser pour surveiller le niveau du service fourni et le niveau de satisfaction perçu par
l’utilisateur.
L’exploitant de plage doit disposer d’un plan de maintenance et de surveillance qui :
— inclut l’ensemble des installations et équipements de la plage, qu’ils soient mobiles ou fixes ;
— s’assure de leur bon état pour l’usage prévu ;
— prévoit leur adaptation aux attentes des utilisateurs ;
— inclut les routines et fréquences de maintenance (activités quotidiennes, hebdomadaires,
mensuelles, annuelles) ;
— intègre le processus de vérification des opérations réalisées ;
— inclut les conditions susceptibles de découler des situations environnementales propres à chaque
plage.
Les tâches de maintenance préventive doivent être effectuées de préférence pendant les périodes de
faible activité sur la plage. Les activités qui doivent être réalisées impérativement (maintenance
corrective) pendant les heures de forte activité doivent être annoncées et indiquées, en proposant des
utilisations alternatives aux utilisateurs.
Un système de maintenance corrective doit être établi permettant, par l’utilisation de ressources
humaines et matérielles appropriées, de remettre les installations concernées en état d’être utilisées le
plus rapidement possible. L’exploitant de plage doit définir le temps de réponse en fonction du type et
de la gravité du problème.
L’exploitant de plage doit établir un système de communication efficace permettant à toute personne
impliquée dans la fourniture des services de contacter les services de maintenance pour les informer
des incidents dans le fonctionnement ou la maintenance des installations. Dans le même temps, il doit
également disposer de mécanismes appropriés permettant aux utilisateurs des installations de signaler
toute anomalie.
Il convient que les tâches de surveillance soient également enregistrées.
4.6 Communication avec les parties prenantes
L’exploitant de plage doit définir qui est responsable de la communication et établir les circuits de
communication nécessaires, pour :
a) fournir des informations sur les services offerts aux utilisateurs, et quand ils ne sont pas
disponibles ;
b) informer à la fois les autorités compétentes et les utilisateurs des situations d’urgence possibles ;
c) répondre aux réclamations, suggestions et consultations des utilisateurs et autres groupes
d’intérêt ;
d) fournir des informations sur les restrictions liées à la législation et la réglementation susceptibles
de concerner l’utilisateur ;
e) fournir des informations sur la qualité de l’eau et fournir des informations environnementales.
4.7 Promotion de la plage
L’exploitant de plage doit faire la liste des services mis à disposition des utilisateurs. Elle doit comporter
les informations pour les utilisateurs de la plage concernant :
a) les services offerts ;
b) la formulation de suggestions et de réclamations ;
c) les indicateurs de service établis et les engagements pris par l’exploitant de plage ;
d) les résultats des indicateurs relatifs aux risques pertinents pour la santé et la sécurité ;
e) les résultats des indicateurs relatifs aux aspects environnementaux pertinents ;
f) les objectifs établis pour la période en cours et les résultats atteints lors de la période précédente ;
g) les prix et les horaires d’ouverture.
Un résumé des services les plus importants doit être mis à la disposition du public en indiquant où il est
possible de trouver leur prestation complète.
L’exploitant de plage doit établir les mécanismes appropriés pour s’assurer que les informations
promotionnelles relatives à la plage qui parviennent à l’utilisateur sont complètes et exactes, et doit
éviter d’induire des erreurs d’interprétation.
Les informations doivent être fournies dans les langues locales officielles. Les informations doivent
également être fournies dans au moins une langue étrangère déterminée par l’exploitant de plage (de
préférence en anglais, sauf pour les pays dans lesquels l’anglais est la langue maternelle). Il convient
que les informations soient disponibles dans des formats accessibles aux utilisateurs ayant des besoins
particuliers.
Il faut déterminer le responsable de la sélection des informations promotionnelles, quels circuits de
distribution sont utilisés, et comment les informations sont périodiquement mises à jour et retirées
lorsqu’elles deviennent obsolètes.
4.8 Mesure des performances
L’exploitant de plage doit :
— établir un système d’indicateurs fournissant des informations pertinentes sur l’évolution de la
plage, les impacts environnementaux, la santé et le confort des utilisateurs et le niveau de qualité
des services fournis ;
— s’assurer que les plans établis au début de la saison de baignade sont mis en œuvre, et qu’en cas
d’écarts par rapport aux dispositions de sécurité et de secours, ou si le nombre d’incidents
augmente, les actions correctives nécessaires sont mises en place pour assurer la sécurité des
utilisateurs de la plage ;
— fournir des moyens permettant de mesurer la satisfaction des clients.
4.9 Recueil de la satisfaction et des retours d’informations des clients
L’exploitant de plage doit disposer d’un système pour répondre aux réclamations et suggestions
soumises par les utilisateurs, ainsi que des instructions pour leur résolution et la personne en charge. Il
convient de réaliser des études de satisfaction des clients sur une base annuelle. Il convient que les
résultats de ces études soient rassemblés et présentés dans un format facilement accessible pour
pouvoir s’y référer ultérieurement (c’est-à-dire : documents clairs relatifs au signalement annuel
d’incidents).
5 Infrastructure
5.1 Généralités
Il convient que l’exploitant de plage soit informé de la réglementation nationale applicable relative à la
construction et au littoral, et il doit respecter les exigences minimales relatives aux services et aux
infrastructures répertoriées à l’Annexe C.
Certaines activités côtières sont réglementées :
— la réglementation en matière de construction est extrêmement importante sur les littoraux
vulnérables sujets au changement ;
— la réglementation relative à la sécurité s’assure que les mesures de sécurité appropriées sont mises
en place, en fonction de chaque emplacement.
Il convient que les personnes/entreprises/organismes assument la responsabilité des activités telles
que :
— la maintenance des services de confort et des installations sanitaires ;
— le management général (à auditer et contrôler régulièrement) ;
— la formation du personnel.
5.2 Infrastructure permanente
5.2.1 Services sanitaires
5.2.1.1 Généralités
Les services sanitaires suivants doivent être disponibles :
— toilettes ;
— douches et rince-pieds.
L’exploitant de plage doit désigner une personne qui (entre autres fonctions) devra s’assurer que les
services sanitaires sont en bon état de fonctionnement, propres et bien entretenus. Si des défaillances
sont détectées, les actions correctives nécessaires doivent être mises en place pour assurer un
fonctionnement correct.
Un enregistrement de la surveillance des services sanitaires doit être effectué et conservé.
Suite aux études de satisfaction des clients et/ou aux suggestions d’amélioration exprimées à travers les
plaintes des utilisateurs, l’exploitant de plage doit informer le fournisseur des éventuelles réclamations
concernant le service.
Les eaux usées provenant des toilettes doivent être traitées séparément et ne doivent pas être rejetées
dans la zone de baignade ou les cours d’eau qui s’y jettent.
Tous les services sanitaires existant sur la plage doivent être à disposition des utilisateurs pendant les
heures d’ouverture de la plage. Les horaires de mise à disposition doivent être définis par l’exploitant
de plage et communiqués aux utilisateurs (les horaires d’ouverture pouvant varier au cours de l’année).
Si la plage est accessible, elle doit disposer de services sanitaires adaptés aux personnes ayant des
besoins particuliers.
Les services sanitaires doivent être indiqués aux principaux accès à la plage tels que déterminés par
l’exploitant de plage et sur le plan (voir 6.1.5).
La conception des services sanitaires doit s’intégrer dans l’environnement naturel ou urbain où ils sont
situés.
L’ensemble des installations et équipements fournis dans le cadre des services sanitaires doivent être
inclus dans le plan de nettoyage et de maintenance de la plage.
L’ensemble du personnel assurant les services sanitaires doit être équipé d’un uniforme et facilement
identifiable, et doit connaître les règles de politesse pour s’occuper des clients.
En concertation avec le responsable des services sanitaires, l’exploitant de plage doit définir les
indicateurs nécessaires à utiliser pour surveiller le niveau de service offert et le niveau de satisfaction
perçu par l’utilisateur.
5.2.1.2 Toilettes
En fonction de la capacité d’occupation de la plage (définie dans le plan d’aménagement), l’exploitant de
plage doit définir un nombre suffisant de toilettes pour répondre à la demande des utilisateurs.
Les toilettes doivent être dotées des équipements et accessoires suivants :
a) WC ;
b) sol antidérapant durable ;
c) poubelle avec couvercle ;
d) papier hygiénique ;
e) porte-manteau ou patère ;
f) ventilation naturelle ou artificielle ;
g) lavabos avec savon hygiénique ou, si ce n’est pas possible, avec désinfectant liquide.
Si la plage est accessible, elle doit disposer d’au moins un WC adapté aux personnes ayant des besoins
particuliers.
5.2.1.3 Douches et rince-pieds
Des douches d’eau douce doivent être disponibles sur la plage sauf dans les cas suivants :
— il existe des prescriptions légales contraires ;
— les ressources en eau sont faibles dans la ville ou la région à laquelle la plage appartient.
Dans les deux cas décrits ci-dessus, des rince-pieds doivent être présents.
L’écoulement d’eau dans les douches et pour les rince-pieds doit être approprié.
En fonction de la capacité d’occupation de la plage, le nombre de douches et de rince-pieds doit être
suffisant pour répondre à la demande pour ce service.
Il convient que les douches et rince-pieds soient munis (si possible) de dispositifs appropriés
d’économie d’eau et de prise en charge des eaux usées.
Toutes les interdictions et recommandations relatives à l’utilisation des douches et des rince-pieds
doivent être affichées :
a) utilisation du savon ;
b) gaspillage de l’eau ;
c) consommation d’eau non potable.
Si les douches et les rince-pieds sont situés sur des plates-formes, cette surface doit être au-dessus du
sable pour permettre le drainage de l’eau. La surface doit être propre et exempte de moisissure. S’ils
sont installés directement sur le sable, la croissance de végétation dans le sable autour des douches doit
être contrôlée.
Dans les deux cas, il faut éviter l’accumulation d’eau alentour.
Si la plage est accessible, elle doit disposer de douches ou de rince-pieds adaptés aux personnes ayant
des besoins particuliers.
5.2.2 Eau potable
S’il existe des points d’alimentation en eau potable, ceux-ci doivent être protégés pour éviter les risques
en matière d’hygiène et de santé dus aux animaux.
Si la plage est accessible, elle doit disposer d’au moins un point d’alimentation en eau potable adapté
aux personnes ayant des besoins particuliers.
Il convient que les points d’alimentation en eau potable soient munis de dispositifs appropriés
d’économie d’eau, et que le code de conduite pour les utilisateurs (voir 6.1.4) mentionne des mesures
d’économie d’eau.
5.2.3 Casiers et vestiaires
Si des vestiaires sont disponibles, ils doivent comporter les éléments suivants :
— sol antidérapant ;
— patères ;
— ventilation naturelle ou artificielle ;
— tabourets ou bancs.
Il convient que les vesti
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