< Policies & procedures

Standard Operating Procedure

Complaints Procedure

Canyoning Australia is committed to maintaining a respectful and inclusive community. As a volunteer-run association, we aim to address complaints fairly, transparently, and promptly.

1. Purpose

To provide a clear and simple process for members and participants to raise concerns or complaints about conduct, decisions, or activities related to the association.

2. Who Can Make a Complaint

Any member of Canyoning Australia or participant in a Canyoning Australia-affiliated activity may raise a complaint.

3. How to Make a Complaint

Complaints should be submitted in writing via:

• Email to: auscanyoningassoc+complaints@gmail.com

• Or by using any official contact form provided on the Canyoning Australia website.

Please include:

• Your name and contact information

• A clear description of the issue

• Any relevant dates, locations, and people involved

• Any supporting evidence or documentation

Anonymous complaints may be considered but may limit our ability to investigate or respond effectively.

4. What Happens Next

• A committee member will acknowledge receipt of your complaint within 14 days.

• The complaint will be reviewed by a delegated committee member or sub-group, who may:

• Request further information

• Speak with relevant parties

• A response or proposed resolution will be provided within 60 days, where possible.

5. Resolution

Possible outcomes include:

• Clarification or explanation

• Mediation or facilitated discussion

• Review of decisions or practices

• No action (with explanation)

• Referral to an external body (if required)

6. Appeals

If you are unsatisfied with the outcome, you may request a review by the full committee. This must be submitted within 14 days of receiving the outcome.

7. Confidentiality and Fairness

All complaints will be handled confidentially, and with respect to the rights of all parties involved. Natural justice and procedural fairness will guide our actions.