Grievance Procedure

Purpose

This policy aims to provide a clear and fair process for addressing concerns, complaints, or grievances raised by members, parents, or instructors within the club.

We are committed to maintaining a respectful, safe, and inclusive training environment for all members.

Scope

This policy applies to:

  • All members of the club.
  • Parents or guardians of junior members.
  • Senior Instructors, and instructors.

Principles

  • Grievances will be taken seriously and handled promptly.
  • The process will be fair, respectful, and free from retaliation.
  • Wherever possible, grievances should be resolved informally before escalating to a formal complaint.
  • All matters will be treated with appropriate confidentiality.

Informal Resolution

  • The person with the concern should first try to resolve the matter informally by speaking directly with the individual(s) involved.
  • If the issue remains unresolved or the person feels uncomfortable raising it directly, they should speak to a senior instructor.

Formal Grievance Procedure

If informal resolution is not successful or appropriate, a formal grievance can be made:

Step 1: Submit a Written Grievance

  • The grievance should be submitted in writing to the Club.
  • It should include:
  • The nature of the grievance
  • Any relevant facts, dates, and people involved
  • What resolution is being sought

Step 2: Acknowledgment

  • The grievance will be acknowledged in writing / email / txt within 7 days of receipt.

Step 3: Investigation

  • A designated Chief Instructor will investigate the matter.
  • This may involve interviews with the complainant, the subject of the complaint, and any witnesses.
  • All parties will have the opportunity to present their side.

Step 4: Outcome

  • A decision will be provided in writing within 21 days of the grievance being acknowledged (or sooner if possible).
  • The outcome may include:
  • Mediation or facilitated resolution
  • A warning or disciplinary action
  • Policy or procedure changes
  • Membership revoked
  • No further action (with reasons explained)

Appeals

If the complainant is not satisfied with the outcome, they may appeal in writing within 14 days to the Club Secretary. A final review will be conducted, and the decision of the Chief Instructors will be final.

Confidentiality

All grievance matters will be handled discreetly and information shared only on a need-to-know basis.

Protection from Retaliation

No member will be penalised for raising a grievance in good faith.

Review of Policy

This policy will be reviewed annually by the club Chief Instructors and updated as necessary.