Complaints Procedure

Overview

The Ormiston Crushers Basketball Club Incorporated Committee (the Committee) is committed to being responsive to the needs and concerns of our players, players families and friends, team coaches, team managers, and our greater Basketball community including the resolution of any grievances or complaints (complaints) as quickly as possible.

This procedure is designed to provide guidance to both the complaint originator and the Committee on how a complaint will be received and managed.

How to make a complaint?

If you are unhappy with an incident or decision made by someone within your child’s team or within the Ormiston Crushers community, you should in the first instance consider speaking directly to those involved. If you are uncomfortable with this or consider the response to not adequately address your concern/s, you are encouraged to then speak with the coach or manager of your team.

If after discussing your concerns with the above-mentioned positions you feel the matter requires further attention, there are two options available to you. You can complete the incident form directly with Red City Roar here, or you can lodge your complaint with the Committee for a formal investigation. This can be done by directly emailing one of the following contacts:

• Toby Simm-President toby.simm@ormistoncrushers.com.au
• Amanda Jackson-Secretary amanda.jackson@ormistoncrushers.com.au

Please note these Committee representatives are more than happy to discuss any areas of concern with you, however, for a formal complaint to be properly investigated and resolved, the complaint will be required in writing.

If the complaint relates specifically to a member or members of the committee, you can complete the Red City Roar incident form or contact Red City Roar directly.

Where possible, all personal details will actively be protected from disclosure unless you expressly consent to otherwise. Where a third party/parties is/are involved, we may be required to speak with them to ensure a full investigation of the complaint is undertaken.

What details are required when making a complaint?

For a complaint to be received and properly investigated by the Committee, they will be relying on information provided by you and the information they may already be holding. The Committee may need to contact you to clarify details or request additional information where necessary. To help your complaint be investigated quickly and efficiently, we will require the following information as a minimum:

• your name and contact details
• the nature of the complaint
• details of any steps you have already taken to resolve the complaint
• details of conversations you may have had that may be relevant to your complaint
• copies of any documentation which may support your claims (if relevant).

Recording of complaints

When a complaint is received, the Committee will record:

• the initiators name and contact details
• all details of the complaint including the facts and the cause/s
• the outcome and any actions taken following the investigation of the complaint
• all dates and times relating to actions taken to resolve the complaint and communications

Complaints investigation process

The Committee will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, the Committee will undertake an initial review of your complaint. There may be circumstances during the initial review or investigation of your complaint where you will be contacted to clarify details or additional documentation requested.

The Committee is committed to resolving your complaint within 21 business days of you lodging your complaint, however, this may not always be possible on every occasion. Where this is unable to occur, you will be informed of the reason for the delay and updated accordingly. If further clarification has been sought or additional documentation requested and still pending, this may also impact on the 21 business day finalisation commitment.

Once your complaint has been finalised, you will be advised of the findings and any action taken. This will be done in writing.

Please note that as part of the Committee’s on-going improvement plan, complaints will be monitored for any identifying trends and action taken to help mitigate repeat issues. Please be assured that if you lodge a complaint, the recording of your personal information is solely for the purposes of addressing your complaint.

Complaint escalation process

Where possible, the Committee will attempt to resolve your complaint at the first point of contact. If this is not possible, we will undertake an investigation of your complaint and provide you with our findings. If you are not satisfied with how your complaint has been handled, or the resolution provided, you can request the Committee to escalate your complaint to the Red City Roar for further review.

Please refer to the following for more information: JUDICIARY | RedCity Roar

Complaints requiring further investigation

If your complaint requires investigation by a relevant federal, state or territory regulator or law enforcement agency the Committee may cease to take further action in relation to your complaint pending finalisation of their investigation. We will assist any agency with their investigations.