Standards and Practices

All BSWA members must adhere to the following standards and practices:

Staff and Theraphists

1. Staff, upon hiring, are provided with or given access to a Policy and Procedures Manual that is reviewed and updated annually.”
2. Staff are provided with and/or have access to constantly updated Treatment Procedure and Product Manuals for all treatment modalities.
3. Staff receive a job description and responsibilities upon hiring, followed by annual (or more frequent, if desired) individual performance evaluations.
4. The company complies with the principles of the International Labour Organization (ILO) regarding staffing, including standard working hours, minimum wage requirements, and working age regulations.
5. Staff conditions of employment and salary rates are, at minimum, in compliance with Indonesian government regulations.
6. All spa staff are appropriately trained and/or hold relevant certifications in spa therapies.
7. Therapists are, at a minimum, certified in Balinese Massage techniques through the Bali Spa and Wellness Association Advisory Board, with additional certifications to be determined later.
8. Specialized staff such as naturopaths, nail technicians, hairstylists, nutritionists, physiologists, psychologists, and medical technicians comply with applicable international and/or national regulations regarding licensing, registration, and certification.
9. Staff who perform advanced techniques and/or use advanced technology are appropriately trained and operate in compliance with the manufacturer’s instructions and guidelines.
10. The Director/Supervisor of any fitness and/or aerobics program holds at least a current certification from a nationally or internationally recognized organization in the health/fitness industry.
11. There is an ongoing commitment to staff development, including language skills other than Bahasa Indonesia and English, such as Japanese, French, etc.

Safety and Security

1. During hours of operation and for all physically challenging, supervised activities held both on-site (e.g., hydrotherapy) and off-site (e.g., hiking), at least one staff member with current CPR and first-aid certification is scheduled and present.
2. A first-aid kit is properly stocked, readily available at all times, and located within easy access for staff.
3. Staff are trained in basic first aid and CPR.
4. A written emergency plan is posted in plain view at all appropriate staff stations. This plan includes standard emergency procedures for specific incidents and contact numbers for police, fire, and emergency medical assistance.
5. All staff are trained in emergency and evacuation procedures, including responses to fire and bomb threats.
6. All cleaning and maintenance procedures comply with applicable international and local regulations, as well as appropriate manufacturer’s guidelines.
7. All staff have passed the basic Spa Hygiene test developed by SOS Medika and BSWA.
8. All floor surfaces are designed and constructed to accommodate the intended activities for each area, such as wet areas and exercise zones.
9. Signage is posted and easily visible to alert and educate guests about possible risks and practices in areas such as exercise studios, pools, wet areas, saunas, steam rooms, whirlpools, racquet sports courts, and any other potentially hazardous areas.
10. The spa has a monitoring system; for example a check list; for ensuring appropriate control of temperatures in all areas where guests are exposed to high thermal stress (e.g., saunas, steam rooms, whirlpools)
11. The spa’s facilities and operating procedures comply with all applicable international and national guidelines regarding worker safety and accessibility for guests with disabilities.
12. If the spa includes fitness and weight training equipment, staff are available to provide assistance and instruction in the proper and effective use of such equipment.
13. Areas both within and outside the spa are well-lit and secure.
14. Secure lockers and/or safety deposit boxes are available for the storage of guests’ personal items.
15. Responsibility for any loss, damage, or personal injury is clearly communicated to guests.

Guest Relations

1. Written material is provided that accurately depicts the facility, including details on nutrition, diet, wellness programs, philosophy, rates, deposits, customary tipping and gratuities, cancellation policy, and grace period for refunds.
2. The spa promptly responds to guest complaints and resolves them in a timely and efficient manner. The spa aims to address any consumer complaints brought to its attention by the Bali Spa and Wellness Association or tour/travel representatives within 60 days.
3. Guests can express their concerns and suggestions regarding facilities, staff, and programming through a feedback system designed to encourage guest feedback.
4. The spa maintains current liability insurance or its equivalent for the protection of guests.
5. Spa programs and menus are designed to promote health-enhancing activities and wellness while acknowledging the guest’s current health status through a confidential registration document.

Service

1. Staff are courteous, helpful, knowledgeable, and articulate.
2. Staff are courteous, helpful, knowledgeable, and articulate.
3. Staff believe in the principles of spa wellness and are willing and able to share these philosophies with guests.
4. Staff diligently safeguard guest privacy and modesty, for example, through appropriate draping.
5. Staff are attentive to preserving the spa environment at all times, including maintaining the spa ambiance.
6. Management and staff are familiar with basic cultural differences and understand how these may affect guests’ expectations and behaviors.

Code of Ethics

1. Members of BSWA cannot serve as committee members or caretakers for the same association industry.
2. Members of BSWA shall pay membership contributions according to their category.
3. Members will conduct all activities with truth, accuracy, fairness, and integrity.
4. Members agree to support and pursue the objectives of the Bali Spa and Wellness Association.
5. Members pledge to stay informed about the latest techniques, developments, and knowledge relevant to professional improvement.
6. Members will assist fellow members in achieving personal and professional fulfillment.
7. Member will utilize every opportunity to enhance the public image of the spa industry
8. Spas will use the name ‘Spa’ only if they adhere to the ‘spirit’ of the official Spa definition.
9. Members will abide by the philosophy of Tri Hita Karana (THK).
10. If any members are suspected of or involved in criminal acts, ethical violations, or moral infractions (such as covert prostitution), BSWA will conduct an independent investigation. If a spa is found to engage in such activities, it will be excluded from BSWA membership.

Supplier/Vendor

1. Practices proper labeling and ensures ingredients are listed correctly.
2. Adopts an ethical approach to business by acquiring and vending products with honesty and integrity.
3. Maintains a quality procedure to ensure that items ordered meet customer expectations.
4. For cosmetic and edible products, practices proper labeling and lists ingredients in descending order.
5. Provides training on products where appropriate.
6. Ensures products contain no unhealthy or toxic ingredients.
7. Represents products and ingredients accurately.
8. Seeks to comply with Indonesian government policies and regulations regarding products.
9. Provides for training on products where appropriate
10. Offers free product promotional material.
11. Provides competitive pricing and offers benefits to the customer rather than commissions to staff.
12. Delivers accurate delivery deadlines.
13. Operates with a commitment to protecting the environment and the sustainability of natural resources.