Reporting and Complaints Handling Policy
This policy outlines the formal process in place at Klub Kildare for the reporting and addressing of complaints.
Complaints generally arise when something is deemed unsatisfactory, or a level of compliance has not been met. A complaint can be an opportunity for the club to identify unacceptable behavior, breaches of club policy or safety concerns that might arise.
Ideally for most issue arising an attempt should be made to resolve such issues at the level they occur, especially if it is a less serious incident. E.g.: coach & player, coach and parent, coach & coach etc… In such an event there can be an independent club member who weighs in to mediate or give advice is the area of disagreement needs to be escalated if incapable of being closed out easily. However, a more serious complaint or continuous unresolved disagreement might require to be dealt with more formally by the Executive or other club committee, depending on the nature of the incident.
Official Complaint
Before any formal compliant handling can occur – a formal complaint must be submitted to the Club Secretary in writing1 . The person who lodges and signs a complaint must be able to be identified and should include their contact details and details of the complaint. Anonymous complaints are generally unable to be acted upon and are more likely to be unresolved.
Enough details must be transparently conveyed so that the Club can review the basis if the complaint has a basis to be acted upon. The details of any complaint made to the club remain strictly confidential.
It is crucial for the club to assess a complaint properly that it is clearly identify what happened, where it happened, when it happened, who was involved, who witnessed it and ensure that as many relevant facts are established initially before the club can consider what options or further steps are appropriate.
The options open to the club upon receipt of a written complaint spans a wide spectrum:
No Further Action
Continue to Monitor Situation
Speak Directly to complainant
Seek independent mediation between parties
Convene a Disciplinary committee to investigate case
Verbal complaints should not be ignored but complainant should be advised that a formal complaint must be made in writing and that all pertinent characteristics and enough specific information disclosed to meet the standard of an official complaint
It is important to note that any person being complained about is entitled to be informed of the complaint and be given an opportunity to respond to any allegations or complaint about them.
Complaints Handling
The club has a duty to respond to complaints. The club will act in the best interests of all parties involved and respond to a complaint as quickly, fairly, and effectively as possible. All compliant details will be handled in strict confidentially. Any action taken (or not taken) is wholly at the discretion of the club.
The complainant does not dictate to the club how the complaint should be managed or what (if any) action or sanction is applied by the club. The club may also utilize other members or form a sub-committee to look at the compliant, all of whom will also be bound by strict confidentiality.
Where a coach, player, parent or other member is informed of the compliant and recognizes they’ve made an error or where a misunderstanding may have occurred, it can be beneficial for Club or the offending party to acknowledge this and offer a sincere apology as this can often result in clarifying and resolving the matter.
However, there are instances more serious in nature where an apology will not suffice or where consensus on an event or incident cannot be reached and a more detailed investigation might be necessitated.
Complaint on behalf of a child
If someone (parent or coach) makes a complaint on behalf of a child, depending on the child’s age (particularly if a teenager) and depending on the nature of the complaint, it may be beneficial to refer such matters to the Child Welfare Officers who can determine whether the complaint raises a child welfare issue or is capable of being dealt with at a football level.
Also, the club should always consider depending on the age of the child, asking permission of the parent/guardian to discuss the compliant with the child (teenagers mainly) to clarify any details with the child and discuss any concerns they may have or what if anything) they’d like to see happen. This will also ensure that you have all of the facts before considering further steps.
This is important particularly if coaches didn’t witness the occurrence themselves or if the club are largely relying on hearsay or secondhand information to assess the third party complaint.
Complaint by a Child
Where a complaint is made directly by a child to a coach, manager or club member then the complaint should be noted and reported to the child welfare committee immediately. A complaint by a child, whether verbal or in writing, should never be ignored or disregarded.