Our Complaints Process
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A complaint is often defined as: An expression of dissatisfaction, coupled with a request for remedy.
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Complaints can be directed through the relevant organisation in which you play.
If you have a grievance or complaint about something you have experienced or witnessed with Rise Netball Club, please refer to your Team Manager or Age Level Coordinator in the first instance. They may then refer you to directly to the Vice President / President if they are unable to satisfactorily resolve the issue.
Alternatively, you can email your concerns to complaints.risenetballclub@gmail.com
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Our Complaints Officer will then:
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Confirm receipt of the complaint, provide a timeline and explain what you can expect during the process including a realistic deadline for resolution based on complexity / sensitivity.
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Involve any relevant persons (such as the Child Safety Officer)
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They will collect all relevant facts from the associated parties. This may involve conversations, reviewing documents, or other forms of inquiry.
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They will endeavor to protect the privacy of all involved throughout the investigation and ensure the resolution is based on facts and consistent with policy or ethos of the club
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If the complainant is not satisfied, provide a relevant option to escalate the complaint
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When the issue is resolved, they clearly explain the decision and any next steps.
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Keep detailed records of the complaint, investigation, and resolution and any changes to procedure or personnel as a result of the process undertaken