Purpose The committee’s intention is that the purpose of the complaints procedure is to ensure that all complaints are resolved in an agreed and fair manner. The complaints should relate only to club activities, interactions between members, and any other issues affecting the club's operations. Club members should be aware of the standards of behaviour expected of them under the club’s Code of Conduct.
Who should handle a complaint or a disciplinary matter? The club has designated members to investigate and liaise with complainant.
Definitions Complaint: A member violating the club code of conduct. Dissatisfaction with club member’s behaviour, club activities or club matters/policies. Complainant: The individual raising the complaint - club members, coaches/volunteers or members of the public. Respondent: The individual or group against whom the complaint is made - other members who the complainant believes have failed to act in accordance with the Club’s code of conduct, rules or other club policies.
Confidentiality and Fairness All complaints will be taken seriously, and dealt with promptly, fairly and handled confidentially, with information shared only with those directly involved in resolving the issue. We will treat all involved impartially and without bias, unlawful discrimination or prejudice.
Procedure Outline Where the complaint is considered serious enough, the club may seek professional advice to consider suspending the person against whom the complaint has been made until the complaints process is concluded.
Informal Resolution
As adults, it is expected that all members will treat each other with respect and take personal responsibility for their actions/behaviour. As far as is possible, any issue will be resolved in a low-key manner between the individuals concerned. If there are concerns about making a direct approach on their own to the individual/s concerned, they should speak in confidence to a member of the Committee first informally and seek their support to resolve the issue in a low-key manner.
Formal Complaint Process Provide clear instructions for submitting a formal complaint, including acceptable formats (e.g., written, email). A formal complaint can be by handwritten letter or by email to the club Secretary or Chairperson. Specify the necessary details (e.g., specify the date of occurrence, the person or persons involved and the issue of complaint). We will acknowledge receipt of the complaint within 7 to 14 days.
Complaints against the Club
For complaints against the Club, the complainant should submit their complaint in writing to the Club Chairperson. This will be considered by the Committee or a complaints sub-group of the committee, who will respond in writing. If the person is not happy with the response and wishes to take the matter further, they should write to the Club Chairperson detailing their reasons. The matter will then be referred to an independent third party nominated by the Committee who will investigate the complaint and respond in writing.
Investigation
We will designate a neutral party or designated committee member to investigate the complaint.
We will outline the steps of the investigation, including interviews with the complainant, respondent, and any witnesses.
Resolution We will communicate the findings and any actions to be taken to the complainant and respondent.
We will describe possible actions, such as mediation, disciplinary action, or policy changes.
We will ensure that decisions and outcomes are proportionate, fair and appropriate.
Disciplinary Actions The disciplinary actions that may be imposed under these guidelines include: a warning as to future conduct; Suspension of Club membership; Removal of Club membership; Removal from office of a Club committee member; Exclusion of a non-member from the Club, either temporarily or permanently; Not approving a non-member’s current and/or future membership applications.
Appeals Process Everyone has a right to appeal. An appeal can be submitted by letter or by email.
Provide a process for submitting an appeal, including time limits and required documentation (e.g., in writing within 28 days of the Club’s decision being notified to the concerned party).
We will describe the review process and how a final decision will be communicated.
Record Keeping A record will be kept of the complaint for a period of 6 years. Keep detailed records of all complaints, investigations, and resolutions. Establish a policy for how long records will be retained (for legal purposes you can hold information up to 6 years).
Training and Awareness Ensure that all members are aware of the complaints procedure and how to access it.
Review and Improvement Commit to reviewing the complaints procedure regularly to ensure it remains effective and relevant. Provide a way for members to offer feedback on the complaints procedure.
Contact Information Include details of the club officer responsible for handling complaints, ensuring members know where to direct their concerns. This structured approach helps ensure that complaints are handled consistently, fairly, and transparently, which is crucial for maintaining trust and harmony
