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Dealing with complaints

Dealing with complaints. Session Five. Purpose. Guidelines are published to set out process, authority and obligations of: RYA Administration Race Management Committee (RMC) Judging & Umpiring Committee (JUC) Technical group (TOG) Racing Committee (RC)

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Dealing with complaints

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  1. Dealing with complaints Session Five

  2. Purpose Guidelines are published to set out process, authority and obligations of: RYA Administration Race Management Committee (RMC) Judging & Umpiring Committee (JUC) Technical group (TOG) Racing Committee (RC) For complaints received concerning conduct or competence of RYA-certified Race Officials.

  3. Dealing with complaints Internal procedure in place for many years - little used Five levels: Level 0 Complimentary – pass on Level 1 Insignificant – no action Level 2 Minor Reports - action Level 3 Major Reports - action Level 4 Urgent and Serious Reports - action Details are on the RYA web site

  4. The important changes… Most important changes are on timescale and fairness • Any complaint received from an event or individual should be received maximum 28 days after event • Race Official copied on minor or more serious complaint So…keep tapes, notebooks, Whats Apps, texts for at least one monthand.. Panel of three experienced & independent Race Officials, two from the discipline concerned and one from another, appropriate to make a timely investigation (normally within 3 months)

  5. Conclusion Hopefully the process remains little used based upon good training of all our officials If it happens the process is fair, time-bound and relevant to volunteers and customers Confidentiality is assured Any further questions please refer to the RYA website or RYA Racing

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