As an organization, Dare to Love Sports Club strives to provide you with the best possible service. This means we always welcome your suggestions and comments. They help us improve how we deliver our services and programs to our community.

While we make every effort to ensure exceptional service delivery, sometimes mistakes are made. We acknowledge your right to complain and have your concern investigated. We aim to learn from our mistakes, and our complaints policy is an important part of our continuous improvement. You may wish to make a complaint if you feel, for example:

  • You are not comfortable with our services
  • You are being treated infairly
  • Your rights have not been respected
  • That there is a better way for us to deliver our services

It is important for you to know that we have a process to follow if you need to make a formal complaint. A formal Complaint can be made before, during, or even after receiving our services.

We encourage you to follow the steps below to let us know your concerns, so we can formally attend and come up with a proper solution to your problem.

Step 1 - Making a complaint:

Express your concern and what you are feeling to the staff-member with whom you have a complaint. Either through phone, in person or in letter (email); whichever you feel most comfortable with.

The staff-member will, at their earliest opportunity, discuss the concern with you and see if there is a way ti address the problem.

But if you feel that you are:

  • Uncomfortable or unable to speak directly to the staff-member about your concerns, or
  • Concerned that the situation hasn't improved after being discussed

then, you may take the next step and talk to the staff-member's direct supervisor (in most cases, a Manager).

Step 2 - Contacting the Direct Supervisor:

Each staff-member at our organization reports directly to someone who supervises him/her. (It is your choice whether you will want to let the staff-member know that you will be contacting the person who supervises him/her to make a complaint). You can express your complaint via phone or in writing (email).

When expressing your concern, please indicate:

  • Your name
  • Contact number
  • Address
  • Individual/team involved
  • Summary of complaint
  • What action you have already made to resolve the problem
  • Explanation of how you would like to see your complaint resolved

The supervising person will consider all information about the situation and will respond to your concerns at their earliest opportunity. He/she may arrange a meeting with you and if necessary, you and the staff-member, to try to resolve the matter by coming to some agreement. It may be possible to bring a person you trust with you to a meeting. 

If the supervising person is not the Manager, the Manager will be involved in helping resolve the issue. All efforts will be made at this level to ensure that the issue or problem is resolved. However, if you're unable to resolve the matter or reach to some agreement, the Executive Director of Dare to Love Sports Club will be notified.

Step 3 - Speaking with the Executive Director:

If you still feel that your complaint have not been resolved after step 1 and/or step 2, you may direct your concerns to the Executive Director. The Executive Director is responsible for managing all operations of the organization. At this level, you must express your concerns in written form (email) again indicating:

  • Your name
  • Contact number
  • Address
  • Individual/team involved
  • Summary of complaint
  • What action you have already made to resolve the problem
  • Explanation of how you would like to see your complaint resolved

The Executive Director will then speak to the Manager to find out more about the matter and what steps have been taken to resolve the problem. The Executive Director will call you, and in some cases, you may be invited to a meeting.

 

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