1. Purpose

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The England Kabaddi Association (EKA) is committed to providing a fair, safe and positive environment for everyone involved in kabaddi. We recognise that from time to time concerns or complaints may arise and we are committed to dealing with them fairly, promptly and transparently.

This policy sets out how complaints about EKA activities, decisions or conduct will be handled.

 

2. Scope

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This policy applies to complaints made by or about:

• Players and participants

• Coaches, officials and referees

• Volunteers, staff and board or committee members

• Parents, carers and spectators

It applies to all EKA-sanctioned activities, events and competitions.

 

3. What Is a Complaint?

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A complaint is an expression of dissatisfaction about:

• Behaviour or conduct of an individual acting on behalf of EKA

• Decisions or actions taken by EKA

• Failure to follow EKA policies or procedures

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This policy does not replace:

• Safeguarding procedures

• Disciplinary procedures

• Appeals processes

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Where appropriate, complaints may be referred to another policy or procedure.

 

4. Principles

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EKA will ensure that complaints are:

• Taken seriously

• Handled fairly and impartially

• Dealt with as quickly as possible

• Managed confidentially where appropriate

• Free from victimisation or retaliation

 

5. Informal Resolution

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Where possible, concerns should first be raised informally with the relevant individual, coach, official or EKA representative.

Many issues can be resolved quickly and effectively through open communication.

 

6. Formal Complaints Procedure

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If a matter cannot be resolved informally, a formal complaint may be submitted.

Formal complaints should:

• Be made in writing (email or letter)

• Include the complainant’s name and contact details

• Clearly outline the nature of the complaint

• Include relevant dates, locations and individuals involved

• Provide any supporting evidence where available

Anonymous complaints may be considered at EKA’s discretion.

 

7. Acknowledgement and Initial Review

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EKA will acknowledge receipt of a formal complaint within 5 working days.

An initial review will be completed within 10 working days of acknowledgement to determine:

• Whether the complaint falls under this policy

• Whether it should be handled under another procedure

• Who will investigate the complaint

 

8. Investigation

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Complaints will be investigated in a fair and proportionate manner.

The investigation will normally be completed within 20 working days of the initial review. Where this is not possible due to complexity or availability of parties, the complainant will be kept informed of progress.

The investigation may include:

• Speaking to relevant parties

• Reviewing documents or evidence

• Seeking independent advice where appropriate

All parties involved will be given an opportunity to be heard.

 

9. Outcome and Response

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Once the investigation is complete, EKA will:

• Make a decision based on the evidence

• Communicate the outcome to the complainant in writing within 5 working days of the investigation concluding

Possible outcomes may include:

• No further action

• Informal resolution or mediation

• Recommendations for improvement

• Referral to disciplinary procedures

 

10. Appeals

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If the complainant is dissatisfied with the outcome, they may request a review or appeal.

Appeals must be submitted in writing within 10 working days of receiving the outcome.

EKA will aim to respond to appeals within 15 working days.

 

11. Confidentiality

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All complaints will be handled sensitively and confidentially. Information will only be shared where necessary and appropriate.

 

12. Vexatious or Malicious Complaints

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EKA reserves the right to take action where complaints are found to be vexatious, malicious or made in bad faith.

 

13. Monitoring and Review

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EKA will keep records of complaints and outcomes to help improve policies, procedures and practice.

This policy will be reviewed regularly.

 

14. Acceptance

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All individuals involved in EKA activities are expected to comply with this Complaints Policy.

Approved by: England Kabaddi Association

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