Guidelines for Addressing Concerns and Complaints

Do you have a concern or issue within your player’s team? To support our commitment to a safe and positive environment, all concerns, questions, or complaints should be addressed through a clear, consistent, and fair communication process. This guide outlines the steps for raising issues, encourages resolution at the earliest possible level, and ensures that more serious matters are escalated appropriately through the proper channels, while maintaining respect for all parties involved

Please allow a 24-hour period before sending emails or filing formal complaints to provide time to cool down. The goal is for minor issues to be addressed and resolved at the team level whenever possible. If a parent or guardian has a concern regarding a member of the coaching staff, they should discuss with the team manager/parent liaison, in addition notify both the Coaching Director and the Divisional Director. Parents, coaches, managers, and guardians should not escalate matters directly to the GELC or ALA. If necessary, the Club President will handle any escalation to the GELC.