Conflict and Complaints Resolution Policy

//Conflict and Complaints Resolution Policy
Conflict and Complaints Resolution Policy 2016-11-04T13:08:44+00:00

1. Background

Seacliff Community Recreation Association Incorporated recognises its legal responsibilities in regard to harassment, discrimination, moral obligations in ensuring appropriate behaviour and by providing a safe sporting environment.

Seacliff Community Recreation Association Incorporated Conflict and Complaints Resolution Policy aims to provide individuals with a course of action should they feel their rights are being denied.

2. Conflict and Complaints

Seacliff Community Recreation Association Incorporated aims to provide a confidential and trustworthy procedure for any conflict or complaint to be investigated based on the principles of natural justice. Any person (the complainant) may report a complaint about a person(s) or section(s) bound by this policy if they reasonably believe that a person(s) or section(s) or other organisation has breached this policy, in particular, in regard to coaching practices, fees and payments, venue and facilities.

A complaint should be reported to the Member Groups Head Coach (unless this person is the subject of the complaint, in which case it should be directed to Member Groups Chairperson) and the Member Groups Child Safe Officer.

A complaint may be reported as an informal or formal (written) complaint. The complainant decides whether the complaint will be dealt with informally or formally unless the Member Groups Head Coach or the person, to whom complaint is reported, considers that the complaint falls outside the Member Groups responsibility and should be investigated directly by the Seacliff Community Recreation Association Incorporated Board of Management.

All complaints will be dealt with promptly, seriously, sensitively and confidentially.

3. Vexatious Complaints & Victimisation

Seacliff Community Recreation Association Incorporated aims to ensure our complaints procedure has integrity and is free of unfair repercussions or victimisation. If at any point in the complaint process, the Child Safe Officer considers that a complainant has knowingly made an untrue complaint or the complaint is vexatious or malicious, the matter may be referred to the Seacliff Community Recreation Association Incorporated Board of Management for appropriate action which may include disciplinary action against the complainant.

Seacliff Community Recreation Association Incorporated will take all the necessary steps in ensuring that people involved in a complaint are not victimised by anyone for coming forward with a complaint or for helping to rectify the issue. Disciplinary measures will be imposed on anyone who victimises another person for making such a complaint.

4. Mediation

Seacliff Community Recreation Association Incorporated will investigate the complaints with the minimum of fuss wherever possible and in many cases complaints can be rectified by agreement between the people involved with no disciplinary action necessary. The people involved in a formal complaint, the complainant and the person complained about (respondent) may seek the assistance of a neutral third person to act as a mediator (a Child Safe Officer, the President of Seacliff Community Recreation Association Incorporated or the Public Officer of Seacliff Community Recreation Association Incorporated) but lawyers are not able to negotiate on behalf of the complainant and/or respondent.

Mediation may occur either before or after an investigation of a complaint. If a complainant wishes to try and resolve the complaint with the assistance of a mediator, the nominated mediator will, in consultation with the complainant, arrange for a meeting to be held.

5. Procedure

SCRA will undertake to investigate any conflict or complaint promptly, seriously, sensitively and confidentially and at any stage, it is the prerogative of the complainant to proceed with, or dissolve a complaint.

6. Discussion

Should a complaint arise Seacliff Community Recreation Association Incorporated encourages the complainant to consider the following options

1 – Approach the person creating the problem and ask him or her to stop the behaviour

2 – If the behaviour continues, or it is not possible to approach the person, contact either:

a) The Member Groups Head Coach or Chairperson

b) The Member Groups Child Safe Office

c) The President of Seacliff Community Recreation Association Incorporated or any Executive Officer on the Seacliff Community Recreation Association Incorporated Board of Management

The person receiving the report will determine whether or not to investigate the complaint.

When a complaint is received by Seacliff Community Recreation Association Incorporated, the person receiving the complaint (e.g. Member Group Chairperson, Child Safe Officer, President, Vice President or Secretary of Seacliff Community Recreation Association Incorporated) will:

  • listen carefully and ask questions to understand the nature and extent of the problem;
  • ask what the complainant would like to happen;
  • explain the different options available to help resolve the problem;
  • take notes; and
  • Maintain confidentiality but not necessarily anonymity.

Once the complainant decides on their preferred option for resolution, Seacliff Community Recreation Association Incorporated will assist, where appropriate and necessary, with the resolution process. This may involve:

  • encouraging the person complaining to talk to the person being complained about
  • bringing all the people involved in the complaint together to talk objectively through the problem (this could include external mediation);
  • gathering more information (e.g. from other people that may have seen the behaviour);
  • seeking advice from our district, regional, state and/or national body or from an external agency (e.g. State Body MPIO,State Department of Sport or anti-discrimination agency);
  • referring the complaint to Member Groups own affiliated state body association;
  • And/or referring the complainant to an external agency such as a community mediation centre, police or anti-discrimination agency.
  • In situations where a complaint is referred to Member Groups own affiliated state body and an inquiry is conducted, Seacliff Community Recreation Association Incorporated will:
  • co-operate fully;
  • ensure the complainant and respondent are not victimised;
  • where applicable, ensure the complainant is not placed in an unsupervised situation with the respondent(s); and
  • act on Member Groups own affiliated state body association’s recommendations.

At any stage of the process, a person can seek advice from or lodge a complaint with an anti-discrimination commission or other external agency.

 

Approved by Board of Management of Seacliff Community Recreation Association Incorporated August 2013

Reviewed April 2016