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Complaints

Procedure for Complaints Regarding Player Behaviour

 Complaints

  • Complaints may be verbal or written, but if they are of a serious nature, the complainant may be asked for a signed written complaint.
  • Complaints should be based on factual information and include relevant details, such as dates, times, locations and, where applicable, the names of those involved.
  • The General Manager (GM), the Management Committee or the Disciplinary Sub-Committee may receive complaints.
 

Role of the GM

  • The GM will investigate all complaints, unless the complaint is about the GM, in which case the President (or delegate) will investigate.
  • The GM will investigate complaints in a prompt manner, establish the facts as far as possible and report to the Disciplinary Sub-Committee with a recommendation as to whether further action is required. During this process the GM must ascertain from the complainant the outcome that they are seeking.
  • The GM shall have discretionary powers to arbitrate any complaints where the GM believes they can be resolved without taking the formal complaint to the Disciplinary Committee. In this situation all parties must agree that the outcome of the arbitration is satisfactory to all.
  • The GM will maintain a Complaints Register where all complaints regarding player behaviour will be registered, regardless of the final outcome of the investigation. The register shall record the following information:
    • Date
    • Complainant
    • Player reported
    • Description of Complaint
    • Outcome

The GM may consult with any member of the Management Committee or the Disciplinary Sub-Committee before making their recommendation. The GM must advise the subject of a complaint that a complaint has been lodged.

The GM may decide that the complaint should not proceed (for example if, in their opinion, the complaint is frivolous, malicious, or based on a misunderstanding). The GM must nevertheless report the complaint to the Disciplinary Sub-Committee and the Management Committee.

If the GM is of the opinion that the complaint should not proceed, the GM must inform the complainant of this decision. If the complainant disagrees with the GM’s decision, the GM must:

  • Investigate the complaint further; or
  • Consult with the President, who will discuss the matter with the complainant; or
  • Consult with the Convenor of the Disciplinary Sub-Committee, who will discuss the matter with the complainant.

Role of the Disciplinary Sub-Committee

  • The Disciplinary Sub-Committee can meet of its own volition.
  • The Disciplinary Sub-Committee may or may not require further investigation to take place.
  • The Disciplinary Sub-Committee must make a recommendation to the Management Committee on whether to proceed with the complaint. Sub-Committee members who are also members of the Management Committee need not disqualify themselves from the decision-making process of the Management Committee.

Role of the Management Committee

The Management Committee must decide whether to proceed with a charge. If they decide to proceed, they must write to the alleged offender and:

  • Set out the particulars of the charge.
  • Invite them to attend a hearing.
  • Advise them of their rights.
  • Cite the section of the Constitution under which action is being taken.
  • Outline possible penalties.
  • Identify the conduct that forms the basis of the charge.
  • Inform the alleged offender that they can attend the hearing in person or make a submission in writing, and that if they fail to do either, the Management Committee will nevertheless make a decision and take action.

Hearings

The hearing will take place before a sub-committee of two to three people chosen by the Management Committee. This sub-committee may include members of the Disciplinary Sub-Committee.

The sub-committee

  • Will make a finding of fact on the balance of probabilities; and
  • May make a recommendation to the Management Committee as to the penalty.


The Management Committee may accept or modify the decision on any penalty recommended, but is bound by the sub-committee’s finding of fact.

Members of the hearing sub-committee need not disqualify themselves from participating in the decision-making of the Management Committee.

The Management Committee may choose to conduct the hearing itself, without a sub-committee hearing.

South Australian Bridge Association · 243 Young Street, Unley SA 5061 · (08) 8373 3995

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SA Bridge Assoc. Privacy  & Refund Policy

Introduction

SA Bridge Assoc. regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all SA Bridge Assoc. users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact the Club Manager on 8373 3995.

Collection of Information

In order to use the website, Facebook or other social media for SA Bridge Assoc., we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by SA Bridge Assoc. is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website, Facebook or other social media.

Use of Collection Information

Any details collected from SA Bridge Assoc. customers are required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at manager@saba.asn.au. 

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at manager@saba.asn.au.

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

SA Bridge Assoc. uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at manager@saba.asn.au.

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

SA Bridge Assoc. may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

SA Bridge Assoc. does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our website.

Links

Links on the SA Bridge Assoc. site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.sabridgeassoc.asn.au.

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

SA Bridge Assoc. Security Policy

SA Bridge Assoc. uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

– Payments are fully automated with an immediate response. – Your complete credit card number cannot be viewed by SA Bridge Assoc. or any outside party. – All transactions are performed under 128 Bit SSL Certificate. – All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data. – eWAY is an authorised third party processor for all the major Australian banks. – eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by SA Bridge Assoc.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au

Delivery Policy

After ordering online, you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. For annual subscriptions, monthly payments and monthly vouchers we will update our records/print vouchers within one working day of receipt of payment.

If you wish to query a delivery please contact us at manager@saba.asn.au.

Refund & Returns Policy

If for any reason you are not completely satisfied with your purchase we will give you a seven day money-back guarantee from the time you receive the goods. Please email us at manager@saba.asn.au within that time if you are not satisfied with your purchase so that we can resolve any problems. This refund policy does not apply to goods which have been worn,  used, or lost after delivery. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer.