1.0 INTRODUCTION

Southside Playball is a wholly independent company which usually operates within primary school property.
Southside Playball pays rental to the school for the use of the property and therefore is wholly responsible for any complaints regarding the Southside Playball service to children/parents.
Complaints regarding Southside Playball should and must be in the first instance directed to the Southside Playball admin officer responsible for complaints and NOT the school Principle.
Many complaints can be dealt with in an informal manner by firstly contacting the Southside Playball office and asking for the Administrative Officer responsible for complaints – Phone number 086 300 5775.
Note: In this process the term days refers to school days not calendar days.

2.0 RIGHTS AND RESPONSIBILITIES

2.1 RIGHTS OF A PERSON MAKING A COMPLAINT

In dealing with your complaint, Southside Playball will ensure that you receive:

• Fair treatment.

• Courtesy.

• A timely response.

• Accurate advice.

• Respect for your privacy.

Complaints will be treated as confidentially as possible allowing for the possibility that we may have to consult with other appropriate parties regarding the complaint.

• Reasons for our decisions.

Where the complaint is justified we will acknowledge this and advise you of the action we will take.
If the complaint you have raised; after investigation, it is judged groundless, you will be advised accordingly.

2.2 RESPONSIBILITIES OF A PERSON MAKING A COMPLAINT

In making your complaint we would expect that you:

• Raise issues in a timely manner with the Southside Playball admin officer responsible for complaints.

• Treat Southside Playball staff with respect and courtesy.

• Provide accurate and concise information in relation to the issues you raise.

2.3 RIGHTS OF PARTIES INVOLVED DURING THE INVESTIGATION

The process is non-adversarial and does not provide a role for any other statutory or non-statutory body.

3.0 LEGAL REPRESENTATION

Legal representation or representation by person(s) acting in a Professional capacity is not permitted within this procedure. This however, does not take away the statutory rights of any of the participants.

4.0 WHO WILL DEAL WITH YOUR COMPLAINT?

At the informal stage your complaint should be raised and dealt with by the Southside Playball Admin Officer responsible for complaints.

5.0 COMPLAINTS PROCEDURE

5.1 INFORMAL STAGE: STAGE 1

5.1.1 In the first instance a Parent/guardian who wishes to make a complaint should telephone the Southside Playball office – 086 300 5775 and ask for the admin officer responsible for complaints.

5.1.2 Where the parent/guardian is unable to resolve the complaint with the admin officer she/he should ask for Craig Aston or Ian Dumbleton to call the parent with a view to resolving it.
Note: In some circumstances Craig Aston or Ian Dumbleton may not be able to deal effectively with your complaint immediately and may require some time to investigate and prepare a response. If time is required you will be informed of the timescale and the likely date by which a response will be issued.

5.2 INFORMAL STAGE: STAGE 2

5.2.1 If the complaint is still unresolved and the parent/guardian wishes to pursue the matter further she/he should lodge the complaint in writing with the Principle of the school concerned.

5.2.2 Should the complaint reach this stage Southside Playball is quite happy to be bound by the wishes of the Principle of the school concerned and follow the complaints procedure of the school.

6.0 MALICIOUS OR VEXATIOUS COMPLAINTS

Where the Southside Playball management consider the actions of a parent/group of parents to constitute frivolous or vexatious behaviour, they will suggest that parents remove their children from Southside Playball classes.