COMPLAINTS POLICY
Introduction and purpose
Girls in Sports prides itself on the quality of opportunity it offers and strives to maintain excellent relationships with all the people and organisations they deal with. Occasionally the parents of the young people and the young people themselves may feel dissatisfied in some way with their experience. The purpose of this complaint’s procedure is to resolve those problems swiftly and effectively. Complaints from parents and young people deserve particular attention, but this policy is intended to apply to complaints received from anyone.
How complaints are considered
Girls in Sports aims to resolve most complaints informally, and therefore the first stage of this complaints process is always an informal one. If this is not possible there are two further formal stages. In summary the stages of the complaint’s procedure are:
• Stage 1: Informal consideration of the complaint
• Stage 2: Consideration by a program manager/ program director (if need be)
On the rare occasions where complaints arise they will be dealt with by the program leader of Girls in Sports, at the informal stage. The Program manager will deal with complaints at stage 2, including the program director if needs be. Complaints that relate to Girls in Sports central functions will be considered by the program manager at the informal stage and the program director at stage 2.
Stage 1
At this stage the intention is to resolve the complaint informally. If you are unsure who is the most appropriate person in the program to discuss your complaint with, you should contact the programs administrator who will be able to advise you.
On the rare occasions where it is not possible to resolve your complaint in a timely and informal manner then the complaint should be formalised as set out in stage 2 below.
Stage 2
a) If you are not satisfied with the outcome of stage 1, or your complaint has not been resolved in a timely manner, you may complain in writing to the director of the program. You should set out clearly your specific complaint, the reasons why you are not satisfied with the outcome of the informal process and what redress you seek.
b) The Director of the program should respond to your complaint as soon as possible. This may be by holding a meeting with you or responding in writing. If a meeting is held, the Director of the program will write to you afterwards to confirm the outcome of stage 2 as soon as possible from the time of the meeting.
Record Keeping & Confidentiality
You can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where any legal obligation prevails.
Girls in Sports will maintain a record of all complaints that reach stage 2.
This will include:
(i) Whether they were resolved following a formal procedure or proceeded to a meeting an action taken by the program as a result of the complaints (regardless of whether they are upheld).
Introduction and purpose
Girls in Sports prides itself on the quality of opportunity it offers and strives to maintain excellent relationships with all the people and organisations they deal with. Occasionally the parents of the young people and the young people themselves may feel dissatisfied in some way with their experience. The purpose of this complaint’s procedure is to resolve those problems swiftly and effectively. Complaints from parents and young people deserve particular attention, but this policy is intended to apply to complaints received from anyone.
How complaints are considered
Girls in Sports aims to resolve most complaints informally, and therefore the first stage of this complaints process is always an informal one. If this is not possible there are two further formal stages. In summary the stages of the complaint’s procedure are:
• Stage 1: Informal consideration of the complaint
• Stage 2: Consideration by a program manager/ program director (if need be)
On the rare occasions where complaints arise they will be dealt with by the program leader of Girls in Sports, at the informal stage. The Program manager will deal with complaints at stage 2, including the program director if needs be. Complaints that relate to Girls in Sports central functions will be considered by the program manager at the informal stage and the program director at stage 2.
Stage 1
At this stage the intention is to resolve the complaint informally. If you are unsure who is the most appropriate person in the program to discuss your complaint with, you should contact the programs administrator who will be able to advise you.
On the rare occasions where it is not possible to resolve your complaint in a timely and informal manner then the complaint should be formalised as set out in stage 2 below.
Stage 2
a) If you are not satisfied with the outcome of stage 1, or your complaint has not been resolved in a timely manner, you may complain in writing to the director of the program. You should set out clearly your specific complaint, the reasons why you are not satisfied with the outcome of the informal process and what redress you seek.
b) The Director of the program should respond to your complaint as soon as possible. This may be by holding a meeting with you or responding in writing. If a meeting is held, the Director of the program will write to you afterwards to confirm the outcome of stage 2 as soon as possible from the time of the meeting.
Record Keeping & Confidentiality
You can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where any legal obligation prevails.
Girls in Sports will maintain a record of all complaints that reach stage 2.
This will include:
(i) Whether they were resolved following a formal procedure or proceeded to a meeting an action taken by the program as a result of the complaints (regardless of whether they are upheld).