20px

Complaint Management Process Flowchart 

50px
Bloc main.blocs.text

Section 1

Section One of the flowchart begins with: "Complaint/Report Intake Form Submitted"

  1. There are two branches, "Complaint" and "Report". Both branches proceed to "Initial Review Conducted", then proceed according to the applicable branch
    1. If "Complaint" branch, then "Preliminary Assessment Conducted", then proceed to Section Two
    2. If "Report" branch, then question: "Should the Report be escalated to a Complaint?"
      1. If Yes to escalation, then "Preliminary Assessment Conducted", then proceed to Section 2
      2. If No to escalation, then "Report Archived (possible referral to alternate mechanism if UCCMS Reporting Obligation or upon Reporter request)" (end point)

Section 2

Section Two begins with the question: "Is the Complaint admissible to the OSIC?"

  1. If No to admissibility: "Complaint Archived (possible referral to alternate mechanism if UCCMS Reporting Obligation or upon Complainant request)" (end point)
  2. If Yes to admissibility: "Are Provisional Measures warranted?"
    1. If No to Provisional Measures, then proceed to Section Three
    2. If Yes to Provisional Measures, then "DSO Imposes Provisional Measures", then question: "Does the Respondent wish to challenge the Provisional Measures?"
      1. If No to challenge, then proceed to Section Three
      2. If Yes to challenge, then "Safeguarding Tribunal hearing regarding the Provisional Measures", then proceed to Section Three

Section 3

Section Three begins with the question: "Is mediation appropriate and do all parties agree to mediate?"

  1. If No to mediation, then "Independent Investigation Initiated", then proceed to Section Four
  2. If Yes to mediation, then "Referral to Safeguarding Tribunal for mediation", then question: "Do parties reach a DSO-approved settlement?"
    1. If Yes to settlement, then "Case Closed & Complaint Archived", then "OSIC adds any applicable sanction(s) to Registry" (end point)
    2. If No to settlement, then "Independent Investigation Initiated", then proceed to Section Four

Section 4

Section Four begins with "Investigation Report Issued", then proceeds to "DSO makes decision regarding whether a violation occurred and if so, imposes a sanction", then proceeds to the question: "Complainant or Respondent wishes to challenge the decision regarding whether a violation occurred?"

  1. If Yes to challenging the violation decision, then "Safeguarding Tribunal hearing regarding the violation (jointly with hearing on the sanction if Respondent contests the sanction)", then proceed to Section Five
  2. If No to challenging the violation decision, then question: "Does the Respondent wish to challenge the decision regarding the sanction?"
    1. If Yes to challenging the sanction decision, then "Safeguarding Tribunal hearing regarding the sanction (jointly with hearing on the violation if the decision regarding the violation is contested)", then proceed to Section Five
    2. If No to challenging the sanction decision, then "Case Closed & Complaint Archived" (end point)

Section 5

Section Five begins with the question: "Respondent or DSO wishes to appeal Safeguarding Tribunal decision regarding the sanction?"

  1. If No to appeal, then "Case Closed & Complaint Archived" (end point)
  2. If Yes to appeal, then "Appeal Tribunal hearing regarding the sanction", then "Case Closed & Complaint Archived" (end point)

Notes

The flowchart contains four informational notes:

  • OSIC Support Services can be accessed at any point throughout the process, and can be accessed prior to submitting a Complaint or Report by contacting the Canadian Sport Helpline.
  • The OSIC will fulfill any applicable Legal Duty to Report as it arises.
  • Mediation can be accessed at any point throughout the process, as long as all parties agree.
  • The OSIC will add any applicable Provisional Measures or Sanctions to the Sanctions Registry as soon as they are imposed and will continue to update the Registry as required.
50px