Complaints Management Policy
Urban Rec seeks to provide a safe, inclusive and happy environment for all members, staff and participants. We have zero tolerance for bullying, discrimination or sexual harassment and urge all incidents to be reported via the channels below.
All participants are required to acknowledge and agree to our Code of Conduct – please refer to that policy for guidance on how aggressive or competitive breaches may be handled.
Our Approach
- Safe & respectful – Everyone deserves a positive experience.
- Fair & confidential – All complaints are treated seriously and kept private.
- Proportionate – Minor issues stay minor; serious issues get escalated fast.
The Framework
We use a three-tier system to manage complaints:
- Green – Minor issues or service feedback.
- Yellow – Moderate issues, repeated poor behaviour, or inappropriate comments.
- Red – Serious allegations such as harassment, bullying, discrimination, or threats.
Who Manages Complaints?
Our Complaints & Integrity Officer (CIO) oversees all complaints with support from your City GM if needed. The CIO ensures matters are handled fairly, consistently and on time.
How to Make a Complaint
All complaints must be emailed to:
📧 [email protected]
Please include as much detail as possible:
- What happened
- Who was involved
- When and where it happened
We do not accept complaints via text, social media, or phone.