CPSA Complaints Procedure

The Management of Complaints by the CPSA: Policy Aims and Standards

Introduction

The CPSA is committed to the continual improvement of its services and to satisfying the needs of both its Members and where appropriate, the Police and General Public. This policy outlines the CPSA’s aims and approach to the management of complaints and provides a framework for handling complaints.

Along with all modern businesses today, the CPSA acknowledges the right of its members to complain if the services offered are not provided to an acceptable level. Appropriate complaints do contribute towards improving levels of service. This procedure also gives us as service providers the opportunity to explain to users why tasks are carried out in a certain way and, perhaps, why it cannot be changed. All parties should work hard to achieve good communication between them and look upon this as being part of a quality control procedure. Over time, this flow of information will help us to develop better services. On no account will any communication received anonymously be given any consideration.

What is a complaints procedure?

It is a process for considering any representation made to the provider of a service, including comments and complaints, about the services that they provide or fail to provide. 

Responsiveness

Complaints procedures should be responsive and aim to satisfy complainants. This does not mean that all complainants will be satisfied with the outcome of their complaint, but the procedure should be directed to satisfying their belief that any complaint will be dealt with thoroughly.

Impartiality

Once a complaint is made, both complainant and respondent should be able to expect the matter to be considered impartially. This means that procedures should ensure that different points of view are listened to and investigated without prejudice. In almost all cases of complaint, anonymity and confidentiality cannot be given, but support should be available to both parties involved. Complainants are more Complaints procedures should be responsive and aim to satisfy complainants. This does not mean that all complainants will be satisfied with the outcome of their complaint, but the procedure should be directed to satisfying their belief that any complaint will be dealt with thoroughly.

This procedure shall provide a clear definition of a complaint, outlines minimum levels of service that can be measured and reported, is appropriate for those complaining, is easy to understand, is transparent in its execution, is quick and is efficient. 

Cost effectiveness

Procedures must be cost effective to operate. Therefore the system must be simple to follow for the complainant, easy to administer for the organisation, and well publicised. 

It is important in relation to complaints that those bodies providing services are accountable for what they do, and take responsibility at the most senior levels for the operation of complaints procedures. Such bodies can show openness by publication of complaints statistics.

CPSA Complaints Standards

Stage One:

It is envisaged that the majority of complaints made, will be resolved informally and usually at this first contact stage. However the following actions must be adhered to:- 

The individual making the complaint must give their full contact details and if applicable their CPSA number to a member of staff who will then make every attempt to solve the problem at this point.

State Two:

If however it is not possible to deal with the matter in this way, the Member of Staff who deals with the complaint shall:

• Advise complainant that to formalise the complaint, it must be submitted in writing to HQ giving full details of the complaint
• Notify the complainant in writing within 5 working days, giving a complaint referral number as well as the name of the person who will be dealing with the complaint at HQ.
• A copy of all paperwork relating to our complaints procedure along with any relevant booklets will be included.
• Inform their Line Manager
• Create a written record of the complaint

The Line Manager, having received a written complaint will then:

TIME SCALE: Acknowledgement of the complaint - 5 working days. Resolving the complaint: having received the written complaint a further 10 working days

If the complainant is dissatisfied with the solution offered, they may request for the matter to be taken further. At this stage, the complainant must clarify which parts of the complaint have not been adequately dealt with.

Stage Three:

If the complaint progresses to this stage, the Operations Manager will review the situation and decide if further action is appropriate. If it is thought that any actions/offers already submitted are appropriate, then they will inform the complainant of their findings, clearly outlining in writing their reasons.

TIME SCALE: Resolving the complaint – 10 working days

Stage Four:

TIME SCALE: – 10 working days

Stage Five:

Having received a final decision from the CEO, the complainant may if they are still dissatisfied with the outcome, make a final written complaint to the Chairman of the Board.

A panel consisting of three Board members will meet at the next Board meeting following stage five of the complaints procedure to decide an outcome. Their conclusions will bring this matter to a close.

Complaint against a Region or County Committee:

If the complaint is about one of procedures within their own county or region and under the region or county jurisdiction, complainants must remember that both region and county committees have the remit to “promote the sport” in their own way and providing it doesn’t go against the articles of either the Association or the region or county, then HQ will not intercede unless impartiality is not being observed. Contact must therefore be made with the relevant committee to try and solve the problem. In all cases, proof must be available of this contact but where an amicable solution has not been found following discussions and or meetings with that committee, then the complainant has the right to seek further clarification and guidance from HQ. 

Complaint re National team Selection procedures:

If the complaint is of national team selection procedures, then complaints should be made to HQ.

Complaint involving possible Disciplinary Action:

If the complaint received is one that might indeed result in disciplinary action against another individual, then the complainant will be informed that a letter must be sent to the CEO outlining the problem in detail and the envelope marked private and confidential. This letter must include full individual member details of both complainant and those who are being complained about.

Complaints against CPSA member Clubs:

Solutions to most disagreements can be found within CPSA Booklet 5, which clubs should keep spare copies of and make freely available to all members participating in any competition. It must be remembered that CPSA rules only relate to registered competitions.

Regardless of what the complaint is, members should in the first instance seek a solution with the owner/secretary at the time of dissatisfaction. Disagreements on the interpretation of rules and/or setting of targets must be decided upon by the jury on the day; providing it is not one of a target being scored or lost (the referee has complete autonomy on this matter). If a member is not satisfied with the interpretation by the jury, they can then seek further clarification on the interpretation of the rules from HQ.

Complaints re Health & Safety at Member Clubs:

Clubs have a responsibility to all persons under both Employment and Health and Safety laws and regulations and should rigorously carry out the requirements of all such laws if they want to avoid prosecution. CPSA advice to its entire club membership gives clear guidance on the employment of young persons. There is the opportunity to employ such persons but there is a strict procedure that must be followed in order for them to do so. The CPSA therefore does, only under its Duty of Care, give best advice on these matters. 

Complaints re Trade Members:

Regardless of what the complaint is, complainants should in the first instance seek a solution with the proprietor/manager at the time of dissatisfaction. Any complaint not able to be solved by discussion should then be addressed using the sale of goods act to conclude a settlement.

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