Dispute and Complaint Resolution Policy

Introduction

PURPOSE

The purpose of this Policy is to outline a set of procedures to effectively and fairly respond to complaints and disputes in a professional and timely manner.

This Policy provides a process for handling and resolution of complaints and disputes between the DUBBO GREYHOUND RACING CLUB and its members, employees, registered greyhound participants, volunteers, members of the public, suppliers, syndicate members and contractors relating to club activities and operations.

The objectives of this Policy are to establish a process to:

· Record, action and resolve complaints and disputes;

· Provide complainants, dissatisfied with a decision, a referral to an external process for resolution of their complaint; and

Review and monitor the club’s performance against the procedures outlined in this Policy.

DEFINITIONS

Grievance means any type of problem, concern or complaint relating to a person’s employment, interaction and/or contract. It may include but not limited to an act, omission, situation, or decision in which the stakeholder perceives to be unfair or unjustified.

Grievance handler is normally the supervisor or manager of the staff member lodging a grievance; this person is responsible for reviewing the grievance in accordance with the provisions of this policy. Where the supervisor/ manager is the focus of the grievance, an alternative grievance handler will be appointed.

WHAT IS DISPUTE RESOLUTION?

Dispute resolution refers to the processes by which disputes are brought to an end. This can occur through:

a negotiated outcome, where the parties concerned sort out things themselves
a mediated outcome, where the parties use the services of an independent mediator to help them arrive at their own agreement, or
an arbitrated or adjudicated outcome, where an independent arbitrator or court determines how
Employers should be aware of, and familiarise themselves with, any dispute resolution procedure that applies to their workplace.
Complaint

A complaint is an expression of dissatisfaction, made to the club, related to the club’s activities, operations, policies, employees, volunteers or the complaints handling and dispute resolution process itself, where a response or resolution is explicitly or implicitly expected.

Complainant

A party that makes a complaint or files a formal charge, for example, a member of the public, club members, employees, registered greyhound participants, volunteers, suppliers and contractors.

Dispute

Means an unresolved complaint. In other words, it is a matter that has been dealt with as a complaint under this Policy, but where the complainant is still not satisfied with the outcome.

Policy

Overview

The complaint and dispute resolution process at the DUBBO GREYHOUND RACING CLUB is a process under which the club will use its best efforts to resolve a complaint or dispute to the mutual satisfaction of the club and the complainant.

Effective and Efficient Complaint and Dispute Resolution Process

The club will adopt an effective and efficient complaint and dispute resolution process that:

· Is documented;

· Is communicated to club members, employees, registered greyhound participants, volunteers, suppliers, contractors and members of the public;

· Has stated time limits for each stage of the process; and

· Is reviewed annually.

Committee and Management Commitment

The DUBBO GREYHOUND RACING CLUB are committed to the implementation of this Policy, as evidenced by:

· Ensuring the public, club members, employees, registered greyhound participants including syndicate members, volunteers, supplier and contractors are aware of the club’s Policy; and

· Implementing management systems and reporting procedures to ensure timely and effective complaints handling and disputes resolution, and monitoring.

Complaint Handling and Dispute Resolution Lead

Complaint and Dispute Resolution Officer will be the Secretary unless the matter involves the Secretary, at which point the Committee may appoint a member of the Committee or appropriate external party to undertake the role of Complaint and Dispute Resolution Officer.

Communication

This Policy should be displayed in a public area within the club. In addition, all relevant employees, volunteers, suppliers and contractors should receive a copy of this Policy.

Periodically (at least annually), the Complaint Handling and Dispute Resolution Officer must remind the abovementioned stakeholders about this Policy.

Complaints should be directed to either:

· dubbogrc@bigpond.com– marked confidential

· 02 68842571 – caller should indicate at the commencement of the call their purpose of calling

· In person – complainant should ask to speak with Dispute resolution officer privately in a calm manner. Persons who are acting in a manner in which the dispute resolution officer is uncomfortable with interacting with at that point in time, shall be directed to place any concerns in writing

· In writing (delivered in hand or mail) – marked confidential, copy should be retained by the complainant

Internal Resolution of Complaints and Disputes

Procedures for Receiving Complaints

If a complaint is submitted to the DUBBO GREYHOUND RACING CLUB, the club:

· Must, if the complaint is verbal, either resolve it “on the spot”, or if that is not done, request the complainant to submit a written complaint to the Complaint Handling and Disputes Resolution Officer;

· Must, if the complaint is in writing, acknowledge in writing receipt of the complaint as soon as practicable and in any event within 14 days from receipt, and enclose a copy of this Policy for the complainant’s information;

· Must ensure that the complaint receives proper consideration resulting in a determination by the Complaint Handling and Dispute Resolution Officer as the person designated by the club as appropriate to handle complaints;

· Must act in good faith in dealing with and resolving the complaint;

· Must investigate the complaint including by:

o Seeking all relevant information from the complainant; and

o Obtaining all relevant information from club employees/volunteers

· May in its discretion give any appropriate remedy to the complainant, including any of the following:

o Information and explanation regarding the circumstances giving rise to the complaint;

o An apology; and

o Compensation for loss incurred by the complainant.

· Must communicate to the complainant in relation to the complaint as soon as practicable and in any event not more than 45 days after receipt by the club of the complaint:

o The determination in relation to the complaint;

o The remedies (if any) available to the complainant; and

o Information regarding any further avenue for complaint.

When a Complaint will be treated as Resolved by the Club

Written Complaints - where the complainant has been notified in writing of a decision and no response has been received, the complaint will be treated as resolved by the club.

Verbal Complaints - will be treated as resolved by the club where:

o The complaint has been resolved to the complainant’s satisfaction “on the spot”; or

o Where the complainant has been notified of a decision about a complaint and no response has been received.

Confidentiality

The complaint handling and dispute resolution process will keep the complainant’s identity private to guard against inconvenience or discrimination.

Sensitivity

The club will treat each complaint separately and on its merits.

Recording the Complaint

Complaints and Disputes Register

The Complaint Handling and Dispute Resolution Officer must ensure that a Complaints and Disputes Register is established, maintained and kept up-to-date.

At a minimum, the Register must include the following information about every complaint that is received:

· Date complaint is made;

· Nature of complaint / issue;

· Action taken to investigate the complaint;

· Date resolved; and

· How resolved.

The Complaint and Dispute Resolution Officer must periodically review the Register to check that complaints are being handled appropriately, including in accordance with this Policy, and within the required timeframes.

The Complaints Register must also be tabled annually at club Committee meetings.

Timetable for Complaints Handling

The DUBBO GREYHOUND RACING CLUB will attempt to resolve complaints and notify the complainant as soon as possible.

Annual Review of this Policy

The Complaint Handling and Dispute Resolution Officer is responsible for ensuring this Policy is adhered to.

Periodically (at least annually), the Complaint Handling and Dispute Resolution Officer will review this Policy and report the outcome of this review to the club Management Committee.

If an Individual asks about the Complaint Handling and Dispute Resolution Procedures

If an individual asks for information about the club’s complaints handling and dispute resolution methods, employees or volunteers must refer the request to the Complaint Handling and Disputer Resolution Officer as soon as possible. The Complaint Handling and Dispute Resolution Officer must ensure the individual is provided with a copy of this Policy within seven business days of the request.

If an Individual asks for Assistance in Formulating or Lodging Complaint

If an individual asks for assistance in the formulation and lodgement of his/her complaint, employees and volunteers must refer the request to the Complaint Handling and Dispute Resolution Officer as soon as possible. The Complaint Handling and Dispute Resolution Officer must ensure reasonable assistance is provided to the individual.

How will the Complaint and Dispute Resolution Co-Ordinator progress the complaint?

The DUBBO GREYHOUND RACING CLUB Complaint and Dispute Resolution Co-Ordinator will adopt a ‘step’ process to resolving disputes which includes:

· Systematically work through the issues, help identify alternatives and facilitate final agreement by:

Listing the sequence of events leading up to the dispute.
Documenting the facts.
Ascertaining if the dispute escalated and why?
Ascertaining why the dispute hasn’t been settled?
Documenting the most important issues to resolve in order of priority.
Ensuring the preferred outcome will resolve the dispute in the long-term.
Ensuring that anger or disappointment does not cloud perspective in resolving an outcome.

Where a Complaint is not Resolved to an Individual’s Satisfaction

For each complaint that cannot be resolved to the complainant’s satisfaction within the abovementioned 45 days, the Complaint Handling and Dispute Resolution Officer must inform the complainant in writing, external options such as independent mediation may at this point be considered.

External Resolution of Disputes

Failing resolution of a complaint through the club’s dispute resolution process as outlined in this Policy, complainants can refer their complaint to an external mediation body/service for resolution.

Authorisation

Dubbo Greyhound Racing Club

Please print the complaint form image on this page or email dubbogrc@bigpond.com