When things go wrong
When grievances (concerns, problems or issues) arise the following action should be taken:
- Firstly, the adult member or member’s parent/guardian/carer should decide whether they could resolve the issue themselves and whether this is appropriate. To do this they should also think about the outcome they would like to achieve.
- Direct action: They could talk directly with the person involved.
- It is important to note that it will help resolve the issue at this early stage if they only involve those who need to know of the complaint; e.g. don’t tell everyone else first before talking to the person you have the trouble with as this can cause irreversible damage.
- Club/team assistance: The team manager or a club representative may be able to help resolve the issue at team or club level.
- Member Protection Information Officer (MPIO) assistance.
- MPIO are registered and have completed the Australian Sports Commission approved training course. They will listen to your grievance in confidence and outline options available to you.
- SAISA can provide an MPIO.
- To request an MPIO be assigned to you, email SAISA. You need not outline any reason.
- Where any member feels they have a grievance that warrants further investigation or assistance they should outline their concerns in writing, marked ‘Private and Confidential’, to SAISA.
- When the grievance is received a Grievance Officer will discuss the complaint with you and take whatever steps are needed to confirm whether the grievance can be substantiated.
- If the complaint is substantiated the Grievance Officer will take all necessary steps to help resolve the matter.
- They will then recommend appropriate action to the SAISA Board.
- If the Grievance Officer finds the grievance cannot be substantiated, they will advise you in writing.
- You may appeal this decision in writing to the SAISA Board.
- Where the Grievance Officer is unable to resolve a matter, or considers it to be of a very serious nature, they will further follow the guidelines in the Member Protection Policy to resolve the issue.
- All information received by the Grievance Officer, and all information surrounding the circumstances of a grievance, will remain confidential.
- In investigating a grievance and/or determining whether it can be substantiated, the Grievance Officer will observe the rules of natural justice and apply the procedures specified in the Ice Skating Australia member protection policy/procedure and provide details as appropriate to the SAISA Board.
- Except in cases where SAISA is legally obliged to pass the grievance on to authorities, the person reporting a grievance has the final say in how the grievance will be handled.
This procedure is available on the Policies page as a pdf.