COMPLAINTS POLICY 

Date of Implementation: 17/03/2025 

Version Approved by: Abby Keats (Administrator) Michelle Kitto (President) Rebecca Cooke (Vice President)


  1. OBJECTIVE 

Kaiapoi Netball Club has the obligation and responsibility to ensure that complaints are resolved in a manner that accords fair process to the complainant and the person complained about. 

  1. APPLICATION 

To provide a procedure by which complaints can be made. 

  1. DEFINITION 

To provide a method for investigating complaints and achieve acceptable outcome for all complaints. 

  1. ACCESS TO INFORMATION 

  • Complaints to be in writing as soon as possible after the event to the 

Administrator of Kaiapoi Netball Club or if against the Administrator to the President of Kaiapoi Netball Club 

  • The Administrator will ensure all complaints are dealt with at the appropriate level 

  • All parties to the complaint should be consulted during the investigation of the complaint 

  • The Administrator and the President will attempt to resolve the complaint as fairly and amicably as possible. Unresolved complaints will be reported by the Administrator to the Club Committee for further discussion and decision 

  • Where a complaint may have a potential disciplinary consequence for a person they should be advise of their right of representation 

  • All parties involved in a complaint will be advised of the outcome 

  • Procedural fairness is essential in all matters relating to complaints 

  • Any unsigned/or anonymous letters, correspondence or complaints will NOT be dealt with at any stage by the Administrator, President or Executive Committee  

PROCEDURE: 

  1. Any complaint must be in writing and signed by the complainant and submitted to the Club Administrator within five (5) working days of the event which gives rise to the complaint 

  1. The Administrator will acknowledge receipt of the complaint in writing or via email 

  1. Any complaint must contain all relevant information including 

  • Cause of complaint 

  • Full details of person(s) being complained about 

  • Full details of action causing complaint including date/time/place/event 

  • All contact details of the complainant 

  1. On receipt of complaint the Administrator will notify the Club President and both will investigate the complaint in conjunction with one impartial committee member 

  1. The complainant could be called to meet the Investigating Committee 

  1. The person complained about could be called to meet the Investigating Committee 

  1. The Investigating Committee may request to meet with witnesses or other people involved in the complaint 

  1. The decision as to what penalty if any or result of the complaint will be forwarded to the complainant in writing 

  1. Appropriate and relevant decision documentation will be supplied to the person(s) being complained against, only if requested, as to the outcome of the investigation 

Should the investigation of a complaint involve the reputation of the Kaiapoi Netball Club or its members, or if it may have an adverse effect on another party the committee may determine that information will be supplied to the North Canterbury Netball Centre Executive regarding the complaint and the decision made following the deliberation and decision-making process in dealing with the complaint.