Aikido Shinryukan complaints procedure

This document should be read in conjunction with the Code of Conduct and the Aikido Shinryukan Terms and Conditions and applies to behaviour which violates those areas.

The complaints procedures set out the steps for raising and dealing with concerns and complaints. It specifically relates to Aikido Shinryukan’s Code of Conduct, but also aims to:

  • support people to resolve minor issues on their own
  • give clear guidance for making, dealing with and resolving complaints
  • make sure the approach taken to dealing with complaints is fair and consistent including enabling appropriate responses and processes

Processes

Informal Resolution

In the first instance, people are encouraged to raise concerns directly with the person causing concern. Where this is not possible, or if necessary, the matter should be brought to the attention of an instructor or senior member of Aikido Shinryukan.

Where informal, or self-managed resolution is not possible, or has not resolved the situation, it should be raised with the Complaints Officer at complaints@aikidonewzealand.com.

Formal Resolution

Formal complaints should be made in writing as soon as possible after the event(s). If this is not possible contact Complaints Officer for assistance in lodging a formal complaint within Aikido Shinryukan.

There may be some circumstances where the process below is not sufficient or where the complainant needs formal independent advice. In that case, the SRCMS (the Sports & Recreation Complaints and Mediation Service ) can provide support – this is an impartial organisation independent of Aikido Shinryukan and funded by Sport NZ.

Aikido Shinryukan Complaints Process

  1. Complaints should be made in writing to the Complaints Officer at complaints@aikidonnewzealand.com.
  2. Aikido Shinryukan will promptly acknowledge receipt of the complaint.
  3. Depending on the nature of the complaint, Aikido Shinryukan will contact the complainant to discuss next steps, support and any other concerns the complainant has.
  4. Aikido Shinryukan will inform the complainant that the complaint and the relevant information will be shared with the:
    • individuals within the organisation who will be responsible for addressing the complaint
    • the person(s) or groups complained about
  5. Where the complainant is not willing to have their complaint or identity shared in this way, Aikido Shinryukan will advise that the complaint may not be resolvable to the complainant’s satisfaction and suggest referral to the SRCMS to act as an intermediary.
  6. Where the complainant is under 18, their parent or guardian must be informed and included in the complaint resolution process.
  7. Where the person complained of is under 18, their parent or guardian must be present at any discussion about the complaint.

Aikido Shinryukan Decision-Making Process

In advance of the process, we will provide the complainant, and the person or organisation complained of, with an overview of the structure of the process, the identity of the decision maker(s), and expected timeframe.

We may ask the complainant and any other relevant people, including the person or organisation complained of, to give further information in a way that is comfortable to them.

The decision makers will usually meet separately with the person making the complaint and the person complained about. These meetings will be at a time and place, and run according to a protocol/agenda that suits everyone, to the extent reasonable. People may be accompanied by chosen family/whānau and/or other support people.

Aikido Shinryukan will try to schedule these meetings as soon as possible and ideally within four weeks of the complaint being received. Where it is not possible to meet face to face, the meeting can be held by phone or videocall if people agree and have access to technology.

Decisions should be made in a careful, reasoned way that is justified on the facts and is consistent with any rules that apply. The decision-maker will make their findings on the balance of probabilities.

The decision will be recorded in writing and state in plain language,

  • the issue
  • any applicable procedure or rule
  • the process followed
  • the decision (complaint upheld or not upheld)
  • the facts and any evidence relied on, including any
  • submissions or explanations by anyone involved
  • the reason for the decision
  • any penalty or outcome on any party

Aikido Shinryukan will promptly provide a copy of the decision to the person or organisation complained of and to the complainant and will outline any appeal process. The outcome should be discussed so that the parties understand the decision, why it was made, and what will happen next. It will explore the need to provide support, especially if there are any concerns about health, wellbeing or safety.

All matters relating to a complaint will be recorded in writing and placed on a confidential complaint file including the formal complaint itself, any response to the complaint, notes of any meetings or conversations, relevant documents, committee minutes, the decision, and any outcome.

SRCMS Involvement

For complaints made directly to the SRCMS, they act as a conduit between the complainant and Aikido Shinryukan, and we will work constructively with the SRCMS to resolve the complaint quickly and effectively.

In the event that the SRCMS suggests and independent investigation, we will consider that suggestion in accordance with the principles of this complaints procedure. If we agree to such an investigation, we will engage constructively and promptly to provide all relevant information, subject to our obligations on information sharing and confidentiality.