Quality Policy


B:SM considers it to be basic to its management principles that its activities are carried out with a high level of quality and service, to ensure they achieve results that meet the requirements its clients' expect in relation to the environment, and that they guarantee the safety of our staff.

Working to a system that promotes continuous improvement is part of the essence of B:SM. Its General Management is committed to the development and implementation of management systems. The first Quality Management System was introduced in 2001, under the international standard ISO 9001:2008, and integrated with the environment in 2006, under the European Union's EMAS Regulation, which we subsequently adapted to ISO 14001:2004.

The complete B:SM policy is set out in the management system reference document.


Everyone with a civic and responsible attitude is invited to become involved with the Zoo and participate in continuously improving our services and, therefore, boost the quality of life in our city.


We offer provide official complaint forms at the request of clients at the Information Point on the zoo grounds. The Barcelona Zoo seeks to reply within 15 working days of receipt.