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Complaint Management Process Flowchart 

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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)" with the note “Potential application of On Hold Participant Status” (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)" with the note “Potential application of On Hold Participant Status” (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: "Do all parties agree to mediate or does a mandatory mediation process apply?"

  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: "Does any Party wish to challenge the decision regarding whether a violation occurred and/or regarding the sanction?"

  1. If No to challenging the DSO decision, then "Case Closed & Complaint Archived" (end point)
  2. If Yes to challenging the DSO decision, then "Safeguarding Tribunal hearing regarding the violation and/or the sanction", then proceed to Section Five

Section 5

Section Five begins with the question: "Does any Party wish to appeal the 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:

  • Abuse-Free Sport Support Services can be accessed at any point throughout the process, and can be accessed prior to submitting a Complaint or Report by submitting an online application, or by contacting the Abuse-Free 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 Registry as soon as they are imposed and will continue to update the Registry as required.
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