Step into Sport Complaints Policy
Purpose:
To provide a clear framework for children, parents, and guardians to express concerns or complaints regarding the operation of clubs, ensuring that all issues are addressed promptly and effectively.
1.Scope of the Policy:
This policy applies to all clubs operated by Step into Sport, including after-school programs, sports clubs, coaching centres, and holiday clubs.
2. Encouraging Feedback:
We value feedback from children, parents, and guardians. Concerns can be raised regarding:
– Club organisation and management
– Staff or volunteer conduct
– Safety and wellbeing of children
– Activities and resources provided
– Communication about the club
3. Encouraging Feedback:
Complaints can be made in person, via email, or through a written note. The steps are as follows:
Step 1: Speak to the Club Leader
Children and parents are encouraged to discuss any concerns directly with the club leader. This informal approach often resolves issues quickly.
Step 2: Written Complaint
If the issue is not resolved or if a more formal approach is desired, a written complaint should be sent. The complaint should include:
– The details of the concern
– What outcome is hoped for
– Any relevant dates or times
Step 3: Submit to head coach- Patrick
Send the written complaint to Patrick (via designated email). He will acknowledge receipt of the complaint within 24 hours.
4. Complaints Process:
– Investigation:
Upon receipt of the complaint, Patrick will investigate the issue. This may involve speaking to the complainant, the club leader, and any other relevant parties.
– Resolution:
After investigating, Patrick will provide a response to the complainant within 5 days, outlining the findings and any actions taken.
– Follow-Up:
If the complainant is not satisfied with the response, they may request a follow-up meeting to discuss further steps.
5. Serious Complaints:
In cases involving serious allegations (e.g., abuse, harm), Patrick will take immediate action, which may include contacting local authorities.
6. Confidentiality:
All complaints will be treated with the utmost confidentiality. Information will only be shared with individuals necessary to resolve the issue.
7. Review of Policy:
This policy will be reviewed annually and updated as necessary to improve procedures and ensure the best practices in handling complaints.
Conclusion:
It is the aim of Step into Sport to create a positive and supportive environment for all club members. We encourage open communication and swift resolution of any concerns.