1 / 5

Dealing with complaints

Dealing with complaints. Session Five. Purpose. Guidelines are published to set out process, authority and obligations of: RYA Administration Race Management Committee (RMC) Judging & Umpiring Committee (JUC) Technical group (TOG) Racing Committee (RC)

oberlander
Download Presentation

Dealing with complaints

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Dealing with complaints Session Five

  2. Purpose Guidelines are published to set out process, authority and obligations of: RYA Administration Race Management Committee (RMC) Judging & Umpiring Committee (JUC) Technical group (TOG) Racing Committee (RC) For complaints received concerning conduct or competence of RYA-certified Race Officials.

  3. Dealing with complaints Internal procedure in place for many years - little used Five levels: Level 0 Complimentary – pass on Level 1 Insignificant – no action Level 2 Minor Reports - action Level 3 Major Reports - action Level 4 Urgent and Serious Reports - action Details are on the RYA web site

  4. The important changes… Most important changes are on timescale and fairness • Any complaint received from an event or individual should be received maximum 28 days after event • Race Official copied on minor or more serious complaint So…keep tapes, notebooks, Whats Apps, texts for at least one monthand.. Panel of three experienced & independent Race Officials, two from the discipline concerned and one from another, appropriate to make a timely investigation (normally within 3 months)

  5. Conclusion Hopefully the process remains little used based upon good training of all our officials If it happens the process is fair, time-bound and relevant to volunteers and customers Confidentiality is assured Any further questions please refer to the RYA website or RYA Racing

More Related