Complaint / Grievance Communication Policy and Procedure
In any large organization, problems are inevitable. What sets apart the truly great organizations from the rest is how they handle problems. It is a goal of the Association to provide a clear policy regarding how to address such problems when they arise.AAGHA Complaint Procedure (as per 14.6 of the AAGHA constitution)
1. Members wishing to discuss a complaint or grievance must observe a 24 hour cooling off period to prevent further escalation and poor communication. Members who do not observe this cooling period may be brought before the Disciplinary Committee and may face suspension or expulsion from AAGHA.
2. Any decision by the AAGHA Board of Directors on an issue will be made with regard to the policies of the AAGHA (which comply with OWHA and LLFHL guidelines). Where the policies of AAGHA do not cover the issue, reference will be made to OWHA and LLFHL Regulations and Policies.
3. All decisions made by the AAGHA Board of Directors are considered final. There is no appeal process to this decision, except for any situations where a member of the AAGHA is in immediate danger or is being subjected to actions contrary to the OWHA Harassment / Abuse Policies as stipulated in the most recent version of the OWHA Handbook
4. Any association member that circumvents the following procedures or disregards this policy, may be suspended and dealt with in accordance with the AAGHA Disciplinary Process.
5. Parents and other members of the Association who have a complaint of any nature must:
- speak first to the team manager (or parent liaison if applicable) who represent the link between the coaches and parents;
- if the issue is unsatisfactorily resolved, speak to the coach;
- if the issue is unsatisfactorily resolved, the issue may be forwarded to the Division Convenor;
- if the issue is unsatisfactorily resolved it may be forwarded, in writing, to the Disciplinary Committee. Issues forwarded to the Disciplinary Committee that are not in writing may not be addressed;
- if the issue is unsatisfactorily resolved, the issue may then be forwarded in writing to the President who will make a final resolution of the matter.
6. Teams or team officials who have a complaint of any nature must:
- discuss the matter with the Division Convenor;
- if the issue is unsatisfactorily resolved, the complainant may forward the issue, in writing, to the Disciplinary Committee;
- if the issue is unsatisfactorily resolved it may then be forwarded in writing to the President for final resolution.
7. If a complaint or grievance involves a member of the Board of Directors, subject to the conflict of interest provisions above, the Disciplinary Committee shall review the Association By-laws, Policies or Code of Conduct to determine whether disciplinary action is required.
If the Disciplinary Committee finds that the complaint is valid, the subject(s) of the complaint or grievance shall be granted an opportunity to present their positions.
The ruling by the Disciplinary Committee shall be brought to the Board of Directors for final resolution.
Subject to the conflict of interest provisions above, the Board of Directors may, at its discretion and, by a majority, vote to either:
- formally reprimand the subject of the complaint;
- informally reprimand the subject of the complaint;
- mandate that the subject of the complaint resign from his / her position.
The ruling of the Board of Directors shall be final.
8. Policies and procedures in this regard may be modified or updated from time to time by the Board of Directors as long as they are posted on the association website.