Grievance and Complaints Policy

1. Open Communication: 9 Miles Swimming Academy is committed to maintaining an environment where participants, parents, and guardians feel comfortable expressing concerns or complaints. Open communication is encouraged to address any issues promptly and effectively.

2. Defined Procedure: The academy has established a clear procedure for submitting grievances and complaints. Participants, parents, or guardians should follow the designated process outlined below:
   
   a. Informal Resolution: In most cases, individuals are encouraged to address their concerns informally by discussing the issue directly with the relevant staff member, instructor, or program coordinator. This allows for open dialogue and the opportunity to resolve the matter swiftly.
   
   b. Formal Complaint: If the concern remains unresolved after the informal resolution stage, individuals may submit a formal complaint in writing to the academy’s designated complaint officer. The written complaint should provide a clear description of the issue, relevant details, and any supporting evidence or documentation.

3. Confidentiality and Non-Retaliation: All grievances and complaints will be treated with confidentiality and without fear of retaliation. The academy assures individuals that raising concerns will not adversely impact their participation or relationship with the academy.

4. Timely Response: The academy will acknowledge receipt of the formal complaint within a specified timeframe and initiate an investigation. A reasonable timeframe will be determined for completing the investigation and providing a response to the complainant.

5. Fair and Impartial Investigation: The academy will conduct a fair and impartial investigation into the complaint. This may involve gathering information from relevant parties, conducting interviews, reviewing documentation, and taking any other necessary steps to ensure a thorough and unbiased investigation.

6. Resolution and Remedial Action: Upon completion of the investigation, the academy will communicate the findings to the complainant. If the complaint is substantiated, appropriate remedial action will be taken to address the issue and prevent future occurrences. The nature of the remedial action will depend on the specifics of the complaint and may include disciplinary measures, process improvements, or additional
   training.

7. Appeal Process: If the complainant is dissatisfied with the resolution, an appeals process may be available. Details regarding the appeals process will be provided to the complainant along with the initial response.

8. Record Keeping: The academy will maintain records of all grievances and complaints, including the details of the complaint, investigation process, and resolution. These records will be kept confidential and used for monitoring purposes to improve the academy’s practices and procedures.

9. External Authorities: If the complaint involves allegations of illegal activities, abuse, or serious misconduct, individuals are encouraged to report the matter to the appropriate external authorities in addition to following the academy’s grievance procedure.

The Grievance and Complaints Policy aims to ensure a fair and transparent process for addressing concerns and complaints at 9 Miles Swimming Academy. It provides a framework for resolving issues promptly and fostering a supportive and inclusive environment for all participants, parents, and guardians.