Safety Management System
Safety Management System
Policy Statement Discova is part of the Destination Management Company (DMC) division of The Travel Group (TTG), operating across Asia and Central America. Discova and The Travel Group are committed to the safety and wellbeing of all our guests and teams throughout our operations. Our business has over 25 years of experience in providing amazing travel experiences. We carry thousands of customers every month and understand the importance of providing a safe and secure environment. We have developed this Safety Management System (SMS) so that our guests and team members are as safe as is reasonably practicable. We review this system regularly and use internal and external auditors to help carry out site inspections. They assist in verifying parts of this system to reassure our guests and teams that Discova, and TTG, care about their safety, security and wellbeing. Suyin Lee Managing Director
Safety Management System
Safety Management System Guests and our teams’ safety is one of Discova’s key drivers. We are committed to maintaining the highest reasonably practicable levels of safety throughout our tour programs and services provided. This SMS sets out the structures and systems we utilise to assist us in providing tours, activities, accommodation and transport in accordance with locally enforceable regulations. This SMS should be read in conjunction with the TTG Supplier Health
and Safety Guidance Notes which set out in more detail the responsibilities and expectations we have for our suppliers. Our goal is to ensure that, as far as it is reasonably practicable, transport, accommodation and activities operated by Discova are: I. Fit for purpose; II. Comply with appropriate locally enforced regulations; III. Meet the minimum standards we expect
Risk Score To assist with designing the appropriate response, a risk score is determined based solely on the type of activity and geographical location by multiplying the likelihood x consequence score (e.g. a ‘possible likelihood’ x ‘major consequence’ would have a risk score of 3 x 4 = 12). The risk score is then referred to in the risk matrix below. These scores are assigned actions and processes by the Global Operations Risk Manager, utilising records, reviews, anecdotal evidence, customer numbers and feedback.
Likelihood
This is assigned using judgement from experienced safety professionals considering many factors gathered from across the business.
Consequences
This is assigned utilising historical evidence and anecdotal evidence, as well as the judgement of experienced safety professionals.
Risk Score
Likelihood (chance / probability)
Consequence (impact / outcome)
Almost Certain (could occur several times a year)
Extreme (multiple deaths or severe permanent disabilities possible)
Likely (likely to happen once a year)
Major (death, extensive injuries or hospitalisation)
3
Possible (reasonable likelihood that it may arise once in a 5-year period)
Moderate (professional medical treatment required)
2
Unlikely (plausible, could occur once over a 5-10 year period)
Minor (first aid treatment required)
1
Rare (very unlikely but not impossible, unlikely in 10 year period)
Insignificant (No injuries)
5 4
Likelihood
Consequence
5
4
3
2
1
5
Extreme (25)
Extreme (20)
Extreme (15)
Major (10)
Medium (5)
4
Extreme (20)
Extreme (16)
Major (12)
Major (8)
Medium (4)
3
Extreme (15)
Major (12)
Major (9)
Medium (6)
Minor (3)
2
Major (10)
Major (8)
Medium (6)
Medium (4)
Minor (2)
1
Medium (5)
Medium (4)
Minor (3)
Minor (2)
Minor (1)
How we aim to manage each risk profile:
Extreme
Major
Medium
Safety Management System
Minor
Activities in this category are given top priority for audit and physical inspection. Mitigating safety procedures must be in place in order for these activities to continue to be sold. We aim to physically inspect these service providers every 18 months to test the appropriateness of these safety procedures. The service providers will be requested to complete an on-line inspection every 18 months and we aim to physically inspect them every 42 months. These service providers will be requested to complete an on-line inspection every 42 months. They may then receive a physical inspection if issues are highlighted either by the on-line inspection or feedback from customers or our team. These service providers will be requested to provide copies of licensing and insurance particulars, to evidence compliance with locally enforced regulations.
Examples of which travel services would initially be which risk profile: Extreme
Zip-lines, jet boats, overnight boat trips.
Major
High volume accommodation, activities such as animal riding, water sports, water parks and coaches.
Medium
Most accommodation, activities such as theme parks, animal interaction (not riding).
Minor
Museums, parks etc.
Meeting Our Responsibilities In order to meet our responsibilities, we have developed this SMS and the Guidance Notes, which set the standards that we expect to be maintained for each of the key components we offer. This SMS also describes the measures we take to monitor and review such standards. We also aim to review this SMS on a regular basis and communicate to the relevant people of any changes or amendments. We also provide the following to aid our clients and suppliers to get as much relevant information as possible:
• Our self-inspections are available in 11 global languages; • We use a number of different types of self-inspection (currently 36) depending on the activity to ensure they fit the need; • Our on-site inspections are only completed by trained personnel (both in-house team and outsourced to safety auditing companies); • We are happy to share copies of our self-inspection on request
Safety Management System
Emergency Procedures & Incident Reporting Discova implements and maintains procedures to follow in the event of a serious incident – these are set out in a separate document. This incident management process is regularly reviewed and updated. A designated representative from each location is contactable 24 hours per day via either the main office number or mobile phone out of hours. All the relevant people are given information on how to contact the emergency number. The incident management system is regularly tested, reviewed and improved where required. Appropriate measures and lessons learned, noted and implemented as necessary. New key personnel are made aware of the emergency procedures as part of their induction process. Training, including rehearsals, is undertaken at a reasonable frequency.
Escalation Panel: Discova have set up an ”Escalation Panel’’ to review any supplier risk issues escalated on behalf of the safety team. The panel includes senior stakeholders from Operations, Product and Risk Management. It allows all participants to bring all relevant information to the discussion and enables the designated Senior Leader to make an informed decision in relation to appropriate mitigation steps for the identified key risks. Once decisions are made these are included in the Operation Risk Management Monthly Report.
Decision Making Flow Charts 01
Supplier Completes Safety Data
Supplier completes safety data for Discova
02
YES
Use Supplier
NO
Move to “Suppliers to review” process
Is it acceptable?
Supplier refuses to complete Safety Data
YES
Supplier refuses to complete safety data for Discova
YES
Use supplier
NO
Move to “Suppliers to review” process
Is it acceptable?
Approach supplier again for information. Do they complete?
NO
Safety Management System
Store information and arrange to re-audit in line with guidelines dependant on risk profile.
Inform product team to assist, if supplier still refuses then drop
03
Client requested (non-contracted) Supplier refuses to complete Safety Data
YES
YES
Supplier refuses to complete safety data for Discova
Is it acceptable?
Approach supplier again for information. Do they complete?
NO
NO
04
Use supplier
Inform the client that we cannot recommend the supplier and offer alternatives - if they still want to book it then we can still book it but ensure they have agreed in writing (by someone senior) that they understand we cannot be held accountable for any safety failings.
Suppliers to review process YES
YES
Supplier is highlighted as needing to be reviewed
Amend inspection with email evidence. Allow to be sold
Use supplier
Carry out an onsite inspection of supplier. Is it acceptable?
NO
Contact supplier to see if completed in error
NO
NO
Drop supplier
YES
Send to Escalation Committee
Do not use supplier Is there a reason for us to work with this supplier to improve standards rather than replacing them?
NO
Is restriction possible?
YES
NO
Does supplier agree?
YES
Use supplier
Safety Management System
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