Introduction
WHC members have the right to have their grievances receive careful consideration through established processes that are timely and based on fairness and respect.
The best resolution is one that is reached cooperatively and informally where possible prior to a formal complaint being lodged in writing.
A person making a complaint or airing a grievance will not be disadvantaged in anyway as a direct result.
1) Purpose
To ensure that grievances / complaints raised by members (including members of the Committee), volunteers, stakeholders or community members are dealt with in a prompt and equitable manner
2) Definitions
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Formal Complaint |
A written complaint made to the Club Executive |
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Complainant |
The person making the Formal Complaint |
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Grievance Sub Committee |
A sub committee established by the Club Executive to manage a Formal Complaint, generally this will consist of the Club President, Hockey Director (Vice President) and third member of the Executive. Make up of the sub committee will however depend upon the nature and details of the complaint. |
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Member Protection Information Officer (MPIO) |
A Member Protection Information Officer is responsible for providing information about a person’s rights, responsibilities and options to an individual making a complaint or raising a concern. They can also provide information and advice to sport administrators and complaint handlers with regard to the Member Protection Policy of that sport. MPIOs are generally impartial; they do not mediate or investigate complaints. |
3) Procedure for raising a Complaint
The Club encourages all matters to be raised in a timely manner directly with the most relevant person in a position to resolve the issue. It is hoped that in the majority of cases the issue will be resolved without needing to continue to escalate through below steps and, in particular, prior to reaching Formal Complaint stage.
Where the complaint relates to team selection or a playing matter, the following steps should be followed:
- Discussion with Coach
- Discussion with Unit Chair
- Discussion with Hockey Director or Selection Panel Chair
- Formal Grievance submission in writing to the Club Executive (via either Hockey Director, Club Secretary or President)
Where the complaint relates to a non-playing matter, the following steps should be followed:
- Discussion with Age Group Co-ordinator (juniors) or Unit Committee member (juniors or seniors)
- Discussion with Unit Committee Chair
- Discussion with Hockey Director
- Formal Grievance submission in writing to the Club Executive (via Hockey Director, Club Secretary or Club President)
4) Formal Complaint
Once a Formal Complaint is received by the Club Executive they will convene an appropriate grievance subcommittee to review the Formal Complaint following the grievance process outlined in Section 3 of the Club’s Constitution (a copy can be found here: https://waverleyhc.org.au/the-club/waverley-hockey-club-strategy-reporting/).
5) Member Protection Information Officer
The Member Protection Information Officer (MPIO) should be advised of all complaints and their services should be offered to impacted members. They are responsible for providing information about a person’s rights, responsibilities and options to an individual making a complaint or raising a concern. They can also provide information and advice to sport administrators and complaint handlers with regard to the Member Protection Policy of that sport. MPIOs are generally impartial; they do not mediate or investigate complaints.
Find out more about how we can support you: https://waverleyhc.org.au/policies-procedures/member-protection-policy/
6) Contacts
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Unit Committee Chairs: as per Club website Key Contacts |
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Hockey Director (Vice President) |
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Club President |
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Club Secretary |
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Member Protection Information Officer (MPIO) |