Introduction
The Welland Soccer Club (WSC) is committed to providing a positive and respectful environment for all members, including players, coaches, volunteers, and parents. We recognize, however, that there may be occasions where members have concerns or grievances that need to be addressed. This procedure outlines the steps for submitting and resolving complaints in a fair, timely, and confidential manner.
Step 1: Informal Resolution
- Initial Discussion: Members are encouraged to address their concerns directly with the person(s) involved, if appropriate, to seek an informal resolution.
- Consultation: If a direct discussion is not possible or does not resolve the issue, members may consult informally with a coach, team manager, or club official for advice on how to proceed.
Step 2: Formal Complaint Submission
- Written Submission: If the issue cannot be resolved informally, members should submit a formal complaint in writing to the WSC Administration. The complaint should include:
- A clear description of the issue or grievance.
- Details of any attempts at informal resolution.
- The outcome sought by the complainant.
- Acknowledgment: The club will acknowledge receipt of the complaint within 5 business days, providing the complainant with information about the next steps.
Step 3: Investigation
- Appointment of Investigator: WSC will appoint an impartial investigator (or committee) to review the complaint. This may be a club official, board member, or an external party, depending on the nature of the complaint.
- Investigation Process: The investigator will gather relevant information, which may include interviewing the complainant, the respondent(s), and any witnesses. All parties involved will be treated with respect and fairness throughout the process.
- Confidentiality: The investigation will be conducted confidentially to protect the privacy of all parties involved.
Step 4: Resolution
- Investigation Report: Upon completion of the investigation, the investigator will prepare a report summarizing the findings and recommending any actions to be taken.
- Decision: The WSC Board of Directors (or designated committee) will review the report and make a final decision on the matter. This decision will be communicated in writing to both the complainant and the respondent(s).
- Actions: Where the complaint is upheld, WSC will take appropriate actions, which may include mediation, disciplinary measures, policy changes, or other remedies to address the issue and prevent recurrence.
Step 5: Appeal
- Appeal Process: If the complainant or respondent(s) is not satisfied with the decision, they may appeal in writing to the WSC Board of Directors within 10 business days of receiving the decision. The appeal should clearly state the reasons for the appeal.
- Final Review: The Board will review the appeal, which may involve a hearing or further investigation, and make a final decision. The decision of the Board is final and binding on all parties.
Contact Information
For informal advice or to submit a formal complaint, please contact us.
Commitment
WSC is dedicated to resolving all complaints and grievances fairly and promptly, ensuring that all members feel heard and respected. Our goal is to maintain a positive, inclusive, and enjoyable environment for everyone involved in the club.