Complaint & Concern Reporting Policy

Purpose

The Elkford Skating Club is committed to maintaining a respectful, safe, and positive environment for all athletes, parents, coaches, volunteers, and board members.

This policy outlines the proper process for submitting complaints, concerns, or issues to ensure they are handled fairly, consistently, and respectfully.

1. Reporting Procedure

All formal complaints, concerns, or issues must be submitted through the club’s official Google Form https://forms.gle/5gL44MRvkJdAMknG7

The form submissions will be directed to the Vice President of the Elkford Skating Club for review and follow-up.

This process helps:

• ensure concerns are documented appropriately

• maintain confidentiality where possible

• provide consistent handling of concerns

• reduce misunderstandings and miscommunication

• allow the Board to track and resolve issues fairly

2. Proper Reporting Channels

Parents, athletes, coaches, and members are encouraged to use respectful and appropriate communication channels.

Formal concerns must be submitted through:

• The official Elkford Skating Club Google Complaint/Concern Form

Complaints submitted through the following methods will not be formally addressed:

• Text messages

• Social media messages or posts

• Informal conversations

• Emails sent directly to coaches, board members, or volunteers

Individuals using these methods will be politely redirected to complete the official form.

3. Emergency or Immediate Safety Concerns

If there is:

• an immediate safety concern

• injury risk

• harassment

• bullying

• abuse

• or urgent misconduct

Members should notify a coach or board member immediately in person or via phone so immediate action can be taken.

A formal Google Form submission will still be requested afterward for documentation purposes.

4. Expectations for Submissions

All submissions must:

• Be respectful and factual

• Include relevant details

• Avoid personal attacks or inappropriate language

• Be submitted in good faith

Anonymous complaints may be reviewed at the discretion of the Board but may limit the club’s ability to investigate fully.

The Elkford Skating Club reserves the right not to respond to submissions that are:

• abusive

• threatening

• discriminatory

• intentionally false

• or unrelated to club operations

5. Review Process

Upon receiving a submission:

1. The Vice President will review the concern

2. Additional Board members may be consulted if necessary

3. Relevant parties may be contacted for clarification

4. Appropriate follow-up or action will be determined

Response timelines may vary depending on:

• the complexity of the concern

• availability of involved parties

• the nature of the issue

6. Confidentiality

The Elkford Skating Club will make reasonable efforts to maintain confidentiality during the review process.

Information will only be shared with individuals who need to be involved in resolving the concern.

Complete confidentiality cannot be guaranteed if:

• investigation is required

• safety concerns exist

• or legal/organizational obligations apply

7. Respectful Club Environment

The club encourages open communication and constructive problem-solving. Parents, athletes, coaches, volunteers, and Board members are expected to:

• communicate respectfully

• avoid hearsay or public criticism

• refrain from confrontational behaviour at the rink or online

• support a positive skating environment for all participants

8. Policy Acknowledgement

By participating in Elkford Skating Club programs, members agree to follow the communication and reporting procedures outlined in this policy.

Failure to follow this policy may result in communication restrictions and further review by the Board where appropriate.