Minor Sports Complaint Policy

Minor sports programs thrive when athletes, coaches, officials, volunteers, and families work together in a respectful and supportive environment. To ensure concerns are addressed fairly and consistently, the Town/Organization has established a formal Minor Sports Complaint Process. This process outlines how to raise a concern, the steps that will be taken to review it, and the expectations for respectful communication throughout.

The Minor Sport Complaint Policy provides a clear and consistent approach for addressing concerns related to the Recreation Department. Its purpose is to ensure that all complaints are handled efficiently, respectfully, and by the appropriate authority.

This policy applies to all matters involving the Recreation Department—including the Recreation Director, staff, team members, programming, and internal processes. Complaints are directed according to their type:

• Concerns about the Recreation Director → submitted to the Town of Eston CAO

• Concerns about Recreation staff → start with the appropriate Manager/Director, with option to escalate

• Concerns about policies, processes, or programming → directed to the Recreation Director, who may collaborate with the relevant committee (e.g., Minor Hockey)

• Concerns about team members / coaches → addressed first through the Team Manager, then escalated to the Recreation Director if needed

All complaints are documented, treated confidentially, and acknowledged in a timely manner. Once reviewed, the complainant will be informed of the outcome. When appropriate, community committees may be involved to support fair and efficient resolution.

If a complainant is not satisfied with the resolution, an appeal may be submitted to the CAO or, if necessary, to Town Council.

This policy is reviewed annually to ensure it remains effective and aligned with municipal and community needs.