Unofficial translation
In accordance with subparagraph 20-4) of Article 11 of the Law of the Republic of Kazakhstan “On Tourist Activities in the Republic of Kazakhstan,” I HEREBY ORDER:
Footnote. The preamble is in the wording of Order No. 331 of the Minister of Culture and Sports of the Republic of Kazakhstan dated October 27, 2021 (shall enter into force upon the expiration of ten calendar days after the date of its first official publication).1. To approve the attached Rules for the provision of tourist services.
2. To instruct the Department of Tourism Industry of the Ministry for Investments and Development of the Republic of Kazakhstan to ensure:
1) state registration of this Order with the Ministry of Justice of the Republic of Kazakhstan in accordance with the procedure established by the legislation;
2) within ten calendar days after the state registration of this Order with the Ministry of Justice of the Republic of Kazakhstan, submission of a copy thereof for official publication in periodical printed publications and in the legal information system “Adilet” of the republican state enterprise on the right of economic management “Republican center for legal information of the Ministry of Justice of the Republic of Kazakhstan”;
3) posting of this Order on the website of the Ministry for Investments and Development of the Republic of Kazakhstan and on the intranet portal of state bodies;
4) submission to the Legal department of the Ministry for Investments and Development of the Republic of Kazakhstan of information on the implementation of the measures provided for in subparagraphs 1), 2) and 3) of paragraph 2 of this Order within ten working days after the state registration of this Order with the Ministry of Justice of the Republic of Kazakhstan.
3. To assign responsibility for monitoring the implementation of this Order to Kassymbek Zh.M., First Vice-Minister for Investments and Development of the Republic of Kazakhstan.
4. This Order shall enter into force upon the expiration of ten calendar days after the date of its first official publication.
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“AGREED” |
| Approved by Order of the Minister for Investments and Development of the Republic of Kazakhstan dated January 30, 2015 No. 80 |
Rules for the provision of tourist services
Footnote. The Rules are in the wording of Order No. 331 of the Minister of Culture and Sports of the Republic of Kazakhstan dated October 27, 2021 (shall enter into force upon the expiration of ten calendar days after the date of its first official publication).
Chapter 1. General provisions
1. These Rules for the provision of tourist services (hereinafter - the Rules) have been developed in accordance with the Law of the Republic of Kazakhstan “On Tourist Activities in the Republic of Kazakhstan” (hereinafter - the Law) and shall establish the procedure for the provision of tourist services.
2. The following terms are used in these Rules:
1) inbound tourism — travel within the Republic of Kazakhstan by persons who do not permanently reside in its territory;
2) travel agent (hereinafter - the travel agent) — an individual or legal entity engaged in travel agency activities;
3) travel agency activities — entrepreneurial activities of individuals or legal entities involving the promotion and sale of a tourist product formed by a tour operator of the Republic of Kazakhstan on the basis of an agency agreement for the sale of the tourist product, without the right to add additional services, as well as activities involving the provision to tourists of services that are not part of a tourist product;
4) tourist voucher — a document confirming a tourist’s entitlement to the services included in a tour and the fact that such services have been paid for;
5) tourist code — a unique number assigned to a tourist by a tour operator engaged in outbound tourism, guaranteeing the tour operator’s obligations within the framework of organized outbound tourism;
6) tourist services — services necessary to meet the needs of a tourist, provided during and in connection with the tourist’s journey (accommodation, transportation, meals, excursions, services of tourism instructors and guides), as well as other services stipulated by a tourist service agreement and provided depending on the purposes of the trip, including services aimed at ensuring equal (barrier-free) access to tourism infrastructure for all tourists, including persons with disabilities and persons with reduced mobility (inclusive tourism);
7) tourist route — the route followed by a tourist to meet their needs, developed by a tour operator and including visits to tourism facilities with detailed regulations governing such visits (means of transportation used, stopping points, places of visit, overnight accommodation, emergency medical assistance, and other conditions);
8) tour operator activities (hereinafter - tour operator activities) — entrepreneurial activities of individuals or legal entities holding a license for this type of activity, involving the formation, promotion and sale of a tourist product in the field of outbound tourism through travel agents, and of a tourist product in the field of inbound and domestic tourism to tourists, including through travel agents;
9) tour operator (hereinafter - the tour operator) — an individual or legal entity engaged in tour operator activities in the field of domestic, inbound or outbound tourism;
10) tourist product — a set of all necessary tourist services sufficient to meet the needs of a tourist during a journey;
11) outbound tourism — travel by citizens of the Republic of Kazakhstan and persons permanently residing in the Republic of Kazakhstan to another country;
12) domestic tourism — travel within the Republic of Kazakhstan by citizens of the Republic of Kazakhstan and persons permanently residing in its territory.
Footnote. Paragraph 2 is in the wording of Order No. 79 of the Minister of Tourism and Sports of the Republic of Kazakhstan dated June 2, 2025 (shall enter into force upon the expiration of ten calendar days after the date of its first official publication).3. The provision of tourist services includes the activities of a tour operator aimed at ensuring the provision to tourists of all services included in the tourist product, either independently or through third parties to whom the tour operator entrusts the performance of part or all of its obligations to tourists pursuant to the fourth part of paragraph 2 of Article 15 of the Law.
Chapter 2. Procedure for organizing outbound tourism
4. For the organization of outbound tourism, a tour operator engaged in outbound tourism shall form a tourist product.
A tour operator engaged in outbound tourism, when carrying out tour operator activities in the field of outbound tourism, shall, in accordance with paragraph 1 of Article 15 of the Law, enter into a mandatory tourist insurance agreement in respect of each tourist travelling abroad.
5. A tourist product formed by a tour operator engaged in outbound tourism shall be sold by a travel agent on the basis of a written tourist service agreement (hereinafter - the Agreement) drawn up on the basis of the Model tourist service agreement approved by Order No. 81 of the Minister for Investments and Development of the Republic of Kazakhstan dated January 30, 2015, “On Approval of the Model Tourist Service Agreement” (registered in the Register of state registration of regulatory legal acts under No. 10604).
6. In order to ensure insurance protection of the tourist’s property interests, a tour operator engaged in outbound tourism shall arrange mandatory tourist insurance. For this purpose, the travel agent shall:
1) request from the tourist the name of the insurance organization or branch of a non-resident insurance organization of the Republic of Kazakhstan with which the tourist travelling abroad intends to enter into a mandatory tourist insurance agreement;
2) provide the tour operator engaged in outbound tourism with information about the tourist, as well as the name of the insurance organization with which the tourist intends to enter into a mandatory tourist insurance agreement.
7. Prior to the commencement of the journey, the travel agent shall provide the tourist with the following documents:
1) the Agreement, in one copy in the Kazakh and Russian languages;
2) the tourist voucher;
3) the tourist code;
4) the insurance certificate and, where necessary, the insurance policy;
5) no later than three days before the commencement of the journey, provide the tourist, in writing, with information on the specific features of the journey, including necessary and reliable information on the rules of entry into, exit from, and stay in the country (place) of temporary residence; its legislation; customs of the local population; religious rites; sacred sites; specially protected natural, historical and cultural monuments and other tourist attractions; the state of the environment; as well as the dangers they may encounter while travelling, and take preventive measures aimed at ensuring the safety of tourists;
6) provide information on the location, postal address and contact details of diplomatic missions and consular offices of the Republic of Kazakhstan abroad, as well as other government and tourism representative offices that the tourist may contact in the event of emergencies or other circumstances posing a threat to the tourist’s life or health, or in the event of damage to, or the possibility of damage to, the tourist’s property.
8. In the event of an emergency involving a tourist during a journey, persons engaged in tourism activities shall, within one calendar day from the time they become aware of such emergency, notify the diplomatic missions and consular offices of the Republic of Kazakhstan abroad, the authorized body in the field of tourism, as well as the tourist’s family.
Persons engaged in tourism activities shall, within one calendar day from the time they become aware of an emergency involving a tourist during a journey, notify the authorized body in the field of tourism and the authorized body in the field of civil protection, and, at their own expense and in writing, notify the tourist’s family.
9. Tour operators and charter tour operators engaged in outbound tourism activities shall:
1) enter into a bank guarantee agreement with a second-tier bank in accordance with the banking legislation of the Republic of Kazakhstan, providing for the payment, for the benefit of the administrator of the system for guaranteeing the rights of citizens of the Republic of Kazakhstan in the field of outbound tourism or third parties designated by the administrator of the system for guaranteeing the rights of citizens of the Republic of Kazakhstan in the field of outbound tourism, of the funds secured by the bank guarantee, and submit the original or a notarized copy of the agreement to the administrator of the system for guaranteeing the rights of citizens of the Republic of Kazakhstan in the field of outbound tourism;
2) transfer funds to a special account from each tourist product formed by a tour operator or charter tour operator and sold by a travel agent to a citizen of the Republic of Kazakhstan, in the amount established by Order No. 212 of the Minister of Culture and Sports of the Republic of Kazakhstan dated August 2, 2023, “On Approval of the Rules for the Functioning of the System for Guaranteeing the Rights of Citizens of the Republic of Kazakhstan in the field of outbound tourism, the amount of funds to be secured by a bank guarantee for tour operators and charter tour operators engaged in outbound tourism activities, and the amount of funds to be transferred to a bank account opened specifically for the administrator of the system for guaranteeing the rights of citizens of the Republic of Kazakhstan in the field of outbound tourism” (registered in the Register of state registration of regulatory legal acts under No. 33251).
Footnote. Paragraph 9 is in the wording of Order No. 79 of the Minister of Tourism and Sports of the Republic of Kazakhstan dated June 2, 2025 (shall enter into force upon the expiration of ten calendar days after the date of its first official publication).Chapter 3. Procedure for organizing domestic and inbound tourism
10. For the organization of domestic and inbound tourism, a tour operator engaged in domestic and inbound tourism shall form a tourist product.
11. Tourist services in the field of domestic and inbound tourism shall be provided on the basis of a written agreement concluded between a travel agent or tour operator and a tourist, as well as an oral or written agreement concluded with a guide and/or tour guide.
For the conclusion of the agreement, the tourist shall provide the travel agent, tour operator, guide or tour guide with information about themselves and the persons for whose benefit the agreement is concluded, to the extent necessary for the performance of the obligations under such agreement.
12. Persons engaged in tourism activities shall, no later than three days before the commencement of the journey, provide tourists in writing with information on the specific features of the journey, including necessary and reliable information on the rules of entry into, exit from, and stay in the country (place) of temporary residence; its legislation; customs of the local population; religious rites; sacred sites; specially protected natural, historical and cultural monuments and other tourist attractions; the state of the environment; as well as the dangers they may encounter while travelling, and shall take preventive measures aimed at ensuring the safety of tourists. Persons engaged in tourism activities shall, within one calendar day from the time they become aware of an emergency involving a tourist during a journey, notify the authorized body in the field of tourism and the authorized body in the field of civil protection, as well as the tourist’s family.
If an emergency involving foreign tourists occurs in the territory of the Republic of Kazakhstan, persons engaged in tourism activities shall also notify the diplomatic service authorities.
13. When travelling along routes within the Republic of Kazakhstan that pose an increased risk to the life and health of tourists, persons engaged in tourism activities shall obtain the tourist’s written consent confirming that the tourist has been informed of and agrees to the potential risk to life associated with such tourist route, and shall provide the tourist with the necessary equipment to ensure their life and health safety.
14. Tour operators shall organize training sessions for travel agents on the sale of the tourist product formed by the tour operator.
15. The provision of tourist and excursion services to persons with disabilities and persons with reduced mobility shall be accompanied by specially trained personnel provided by persons engaged in tourism activities.
16. When forming a tourist product for persons with disabilities and persons with reduced mobility, persons engaged in tourism activities shall include tourist routes that ensure unrestricted access to tourism facilities and unobstructed movement within them.
17. Persons engaged in tourism activities shall provide tourists with complete and reliable information about the tourist services provided, including, where necessary, in all appropriate alternative accessible formats for persons with disabilities.