BVC - COMPLAINT RESOLUTION PROCESS

Bounce Volleyball Club (BVC) is committed to providing a positive, respectful, fair, and safe environment for all athletes, families, coaches, and staff. Clear and respectful communication is essential to maintaining a successful club environment.

BVC recognizes that questions, concerns, or disagreements may arise throughout the season. To ensure concerns are handled appropriately and consistently, all athletes and families are expected to follow the Complaint Resolution Process outlined below.

Communication & Resolution Process:

Whenever possible, concerns should first be addressed at the team level and follow this order:

First Communication – Athlete and Coach:

The athlete should speak directly with their coach regarding the concern. We encourage athletes to develop the confidence and communication skills necessary to advocate for themselves appropriately.

Second Communication – Athlete, Parent, and Coach:

If the concern remains unresolved after the athlete has spoken with the coach, a meeting may be requested involving the athlete, parent/guardian, and coach. If either the family or the coach would like the Club President involved in the discussion, they may request that the President attend the meeting to provide additional support and assist with the resolution process.

Third Communication – Club President:

If the concern remains unresolved after the first two steps and the Club President was not involved in the second communication, the athlete or parent/guardian may escalate the matter to the Club President, Jason Camalig.
If the Club President was involved in the second communication, any necessary next steps will be determined following that meeting.

24-Hour Cool-Down Rule:

To encourage respectful and productive communication, BVC requires a mandatory 24-hour waiting period following an incident before a concern may be raised with a coach, team manager, or Club representative.

This period allows everyone involved an opportunity to reflect and helps ensure conversations remain constructive and respectful.

During the 24-hour period:

Coaches must not be confronted during or immediately following practices, games, or competitions.
Concerns must not be discussed in parking lots, gym entrances, spectator areas, or other tournament spaces.
Hostile, aggressive, or disrespectful emails, text messages, phone calls, or social media communications will not be tolerated.
Meetings regarding concerns must be scheduled outside of practices, games, and tournament play.

Exception to the 24-Hour Rule:

The 24-hour waiting period does not apply when a concern involves:

Immediate athlete safety
Suspected physical abuse
Suspected emotional or psychological abuse
Alleged sexual misconduct
Harassment, discrimination, bullying; or
Any other potential Safe Sport violation requiring immediate attention.

These matters should be reported immediately in accordance with BVC policies.

Preparing for a Meeting:

Parents and athletes requesting a meeting are expected to identify the specific concern they wish to discuss. Whenever possible, concerns should be provided in writing before the meeting.

The purpose of the meeting is to address a specific issue and work toward a respectful and constructive resolution. General complaints about the team, other athletes, parents, or coaches without specific information may not be considered through the formal complaint process.

Coaching Decisions:

BVC recognizes the authority and professional discretion of its coaching staff in making decisions related to athlete development, team strategy, and competition.

The following are generally considered coaching decisions and are not, on their own, grounds for a formal complaint:

Coaching strategies or tactical decisions
Playing time
Starting lineups
Position assignments
In-game substitutions
Performance-based coaching decisions
Officials' decisions made during competition and
An athlete's selection for a particular role or position based on coaching judgment.

Parents and athletes may respectfully ask a coach for feedback regarding an athlete's development, performance, or areas for improvement. However, disagreements with a coach's professional judgment do not automatically constitute a violation of Club policy.

These matters may warrant further review where there is a reasonable concern involving discrimination, retaliation, procedural unfairness, abuse, harassment, bullying, a Safe Sport violation, or another breach of BVC policies.

When submitting a formal concern, please include:

A detailed description of the concern or incident
The date and approximate time of occurrence
The names of the individuals involved
Any relevant supporting information or documentation and
The steps already taken to attempt to resolve the concern.

The Club President will review the information provided and determine the appropriate next steps.

Safe Sport & Code of Conduct Concerns:

Any concern involving a potential violation of Volleyball Alberta's Code of Conduct, Safe Sport policies, or BVC policies, including allegations of abuse, harassment, discrimination, bullying, sexual misconduct, or other serious inappropriate behaviour should be reported promptly to president@bouncevc.ca.

Where appropriate, BVC may refer or report a matter to Volleyball Alberta, law enforcement, child protection authorities, or another appropriate organization in accordance with applicable policies and legal obligations.

Confidentiality, Fairness & Due Process:

BVC will make reasonable efforts to handle complaints with confidentiality, impartiality, fairness, and due process.

Information relating to a complaint will be shared only with individuals who reasonably require the information to review, investigate, respond to, or resolve the matter, or where disclosure is otherwise required by policy or law.

All athletes, parents, coaches, and Club representatives are expected to cooperate respectfully with the complaint resolution process and refrain from retaliation against any individual who raises a concern in good faith.