Complaints Procedure

Objectives

Our objective is to provide support and fellowship to all rowers and parents/caregivers. We pride ourselves on recognising and respecting the needs and rights of all individuals, and if these requirements are not being met, then amending the situation as soon as possible is important.

How do we achieve this?

• be courteous, respectful, and consider each person’s feelings and point of view;
• be positive;
• wherever possible, deal with the matter straight away and advise the person involved what actions will be taken when it cannot be dealt with immediately.

Guidelines

Rowing is an exciting and full-on commitment. At times rowers can get very overwhelmed with training loads, school commitments and life as a teenager. If your child comes to you with concerns of being treated unfairly, please be open to the idea of speaking to the Director of Rowing, Head of Values and Culture, or rowing support staff, to gain a fuller picture, before guiding and mentoring your child through the challenging time. Teenagers are in a massive emotional and hormonal developmental change, in particular the part of the brain that controls logical thought. Parents and the rowing program can work together to best help our athletes through any challenges or setbacks.

Coaches encourage all rowers to seek feedback regularly during pre and post session opportunities with coaches, as part of developing self-management skills and becoming a better athlete. Coaches will identify key areas of development for the athlete and work with them at training to improve. Deselection conversations will occur one on one in a respectful and sensitive manner after trials and selection camps.

Occasionally we experience a parent coming directly to the coaches at training or during a regatta to try to solve these issues or to advocate for the rower. This can put a lot of stress on any rower who may see or hear this and it is not appropriate or a productive environment to do so.

Parent Queries, Issues or Complaints – Process to Follow

If you, as a parent, have any questions, feedback, issues, complaints or concerns that you wish to raise regarding any aspect of your child's rowing experience, set out below is the expected school process to follow. 

1. Make a time to speak to the appropriate club representative depending on what it is about. Do not contact the coach directly. 
   • Administrative matters such as uniform, disbursements, etc, contact the Rowing Manager (Liam Parker LPA@stac.school.nz).
   • Mental welfare concerns, personality clashes between students, or bullying, contact the Teacher in Charge of Rowing (Liam Smith LSI@stac.school.nz)
   • Selection, concerns around training, health and safety, concerns around coaching, or concerns around physical well-being, contact the Head of Values and Culture (Hamish Bell HBE@stac.school.nz).
2. If the issue is still not resolved, then the information is passed up to the Principal of Secondary School (Evert van Florenstein) and the Rector (Mark Wilson) for resolution.

Thank you for your co-operation in this regard.