SLTDA
Sri Lanka Tourism Development Authority

Complaints about Sri lanka Tourism

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Tourism as a hospitality industry is expected to maintain a level of high standards in the services it provides to its clientele. In order to meet these standards, the Voluntary Ombudsman System, under the Tourism Act No.38 of 2005, was put into effect from 1st October, 2007.

The Voluntary Ombudsman System is a service provided by the Ministry of Tourism to solve issues, complaints, injustices, and any unfair treatments pertaining to the tourism sector, especially for foreign visitors. Justice B.L.K. Wimalachandra, former Judge of the Court of Appeal, Sri Lanka, was appointed as the Commissioner for Tourism Administration in 2008.
Generally, a complaint made against any institution within the Ministry of Tourism or any tourism provider by domestic and foreign travelers or tourist officers can be sent directly to the Commissioner via email or post. The Commissioner, after reviewing the case, will submit a report to the Minster with his recommendations, including amount for compensation if the complainant has no legal remedies.
This system has proved successful. The main purpose of appointing an Ombudsman for the tourism sector was to establish an effective administrative mechanism to speedily handle any injustices, unfair treatments or practices, failures to perform statutory obligations, etc. by tourism service providers or officers of the SLTDA, SLTPB, SLCB or SLITHM to their clients, specifically during a time of rapid tourism expansion and development. Reports by the Commissioner show that a great many cases of injustice have been resolved effectively through the recommendations made by the Commissioner.


Some of the power, duties and functions of the Commissioner for Tourism Administration are as follows:

  1. Complaints made by any person or institution which disclose any injustice, unfair treatment or practice or failure to perform any of its statutory obligations by SLTDA, SLTPB, SLCB or SLITHM or any officer therein.
  2. Complaints made by a graduate or student of SLITHM, which discloses any injustice or unfair treatment or practice that impedes his or her acquisition of training and certification.
  3. Complaints made by any guest of any hotel, inn, guesthouse or rest houses which discloses any injustice, unfair treatment or practice by an accommodation institution.
  4. The Commissioner shall have the powers for the purpose of any investigation to receive such evidence, summon any person or to obtain any document from any officer in the tourism administration agencies.

The Commissioner will investigate and report on any of the above matters which come to him by the Minister of Tourism or directly by the part concerned.

The Commissioner for Tourism Administration may be contacted as follows:

Justice B. L. K. Wimalachandra
Former Judge of the Court of Appeal
Ministry of Tourism
No. 64, Galle Road
Colombo 03
Tel: 0094 11 2384810
Email: complaints@srilanka.travel


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