Managing Concerns
Organizations with a healthy culture see concerns and complaints as valuable feedback that can help them improve
All sport organizations are likely to have concerns to deal with at some stage. It is important to have helpful policies and procedures in place to ensure concerns are handled quickly and well.
People should feel comfortable speaking up and know exactly where to go with their ideas, questions, or concerns. Responding to concerns thoughtfully not only builds trust but also helps strengthen the organization and reduce risk.
viaSport’s Role
viaSport’s oversight is specific to the scope of viaSport’s Designation Program and the standards within the Designation Program Policy. viaSport sets standards around safety policies and good governance, but we do not manage individual cases or issues.
It is outside viaSport’s jurisdiction to receive or investigate formal complaints related to participants within Designated Sport Organizations and/or community sport or beyond.
Guidance for Organizations
How you handle a concern when it is first brought to your attention can have a big impact. Having policies and procedures in place in advance can help you prepare.
Visit our Complaint Handling Essentials resource page for guidance.
It is important to encourage people to let you know early when they feel something is not right. Concerns can be an opportunity to identify potential improvements for your organization
Now What Facilitation provides personalized complaint coaching to leaders of sport organizations at all levels. This service is provided by viaSport for Designated Sport Organizations and their affiliated Local Sport Organizations. Use the “Book a Call” button to access this service on the Now What website. Other organizations can also use this service at their own cost.
