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CHILD PROTECTION POLICY
HEALTH & SAFETY POLICY
DATA PROTECTION POLICY
EQUAL OPPORTUNITIES POLICY
PHOTOGRAPHY POLICY
COMPLAINTS POLICY A.K.K.A CHILD PROTECTION POLICY This working document covers the following:-
How your group can maintain a safe children’s environment
Our child Protection Policy commits us to maintaining a safe environment for children and young people.Staff and volunteers are carefully selected and accept responsibility for helping to stop the abuse of children. (UK only) Use The Criminal Records Bureau Enhanced Disclosure (CRB Check)
Most police forces or local authorities have a Child Protection Officer or equivalent who is responsible for child safety. Appoint a child protection officer for your group so that he/she is the main point of contact for parents and children.
GUIDELINES FOR SAFEGUARDING CHILDRENS WELFARE
Please read the following guidelines carefully—they will help you to understand child abuse and what to do if a child tells you about abuse.
Forms of child abuse
Sexual abuse
Both boys and girls can be sexually abused in the following ways:
Full sexual intercourse, masturbation, oral sex and fondling
Showing children pornographic books and videos
Asking children to take part in making videos or taking pornographic photographs.
What to look for
Pain, itching, bruising or bleeding in genital area
Stomach pains
Discomfort when walking
Unexpected sources of money
Inappropriate drawings, language or behaviour
Aggressive, withdrawn behaviour or fear of one person.
Physical abuse
Physical abuse can be in the form of injuries sustained through hitting, shaking, squeezing, biting or burning. In certain situations abuse may occur when the nature and intensity of training exceeds the capacity of the child’s body.
What to look for
Unexplained or untreated injuries
Injuries on unlikely parts of the body
Cigarette burns, bite or belt marks, scalds
Fear of parents being contacted, going home or receiving medical advice
Flinching when touched
Refusal to discuss injury
Covering arms and legs.
Neglect
Where adults Fail to meet a child’s basic physical needs e.g. Food, warmth and clothing Constantly leave children alone and unsupervised Fail or refuse to give children love, affection or attention.
Neglect might also occur during organised activities if young people are placed in an unsafe environment, are exposed to extreme weather conditions or are at risk from being injured.
What to look for
Poor personal hygiene
Constantly hungry
Inappropriate clothing or dress
Constantly tired
Lonely, no friends
Underweight
No parental support or interest
Dishevelled appearance.
Forms of child abuse
Emotional abuse
This form of abuse includes:
Persistent lack of love or affection
Frequently shouting at children
Taunting children
Over-protection which can lead to poor social skills.
Emotional abuse may include situations where parents, coaches or organisers subject children to constant criticism, bullying or unrealistic pressure to perform to high expectations.
What to look for
Over-reaction to mistakes
Sudden speech disorders
Extremes of emotions
Self mutualisation.
What to do if a child tells you about abuse
Most importantly, you should listen attentively and let he/she know it was right to tell someone about their worries.
Stay calm and make sure that the child feels safe and knows that he/she is not to blame for what has happened.
Explain that you will have to tell someone else about the abuse if it is to stop.
Only ask questions that establish what was done and who did it.
Make a note of what the child said and the date and time of your conversation.
Don’t act without seeking help from your organisations Child Protection Officer if you have one, or from social services or the police, who must be informed about all suspected cases of child abuse.
Seek advice before telling parents or carers about the conversation or let any person suspected of abuse know what’s happened—you could be putting the child in greater jeopardy by doing so.
Don’t worry that you may be making things worse by reporting your concerns—few things are worse than allowing child abuse to continue. Many children are devastated by the experience of abuse and, in the most serious cases, may be seriously harmed or have their life threatened.
The Child-Safe Code for Staff and Volunteers
Do:
Treat all young people with respect and take notice of their reactions to your tone of voice and manner
Always seek the parents’ and child’s consent if he/she is very young or disabled and needs help to go to the toilet
Remember that it is okay to touch children in a way which isn’t intrusive or disturbing to he/she or to observers
Make sure that any allegations or suspicions are recorded and acted upon.
Do not:
Engage in rough physical games including horseplay
Touch a child in an intrusive or sexual manner
Make sexually suggestive comments to a child, even as a joke
Do things of a personal nature that a child can do for themselves, such as going to the toilet or changing clothes.
Try to avoid:
Spending too much time alone with a child
Giving a child a lift in your car
Taking a child to your home.
If some of these situations are unavoidable, try to get parental permission first. If this isn’t possible make sure you let parents know what has happened as soon as you can. A.K.K.A HEALTH & SAFETY POLICY The purpose of this document is to establish working guidelines for the operation of Martial Arts at the american kickboxing sports karate association A.K.K.A It identifies areas of responsibility, procedures and plans that ensure Martial Arts are undertaken in a safe and responsible manner.
It is for use by all of the A.K.K.A Members including instructors and students who partake in or have a responsibility for Martial Arts within the A.K.K.A organisation.
Failure by affiliated organisations including martial arts schools, academies, instructors, students & clubs and students to comply with these standards and practises may be construed as negligence. Affiliated organisations including martial arts schools, academies, instructors, students & clubs may find themselves facing fines, or even disciplinary procedures, termination of membership in line with the A.K.K.A Constitution.
Duty of Care and Negligence
WHAT IT IS
Duty of care is a legal obligation imposed on an individual requiring that they exercise a reasonable standard of care while performing any acts that could have forseeable harm to others
Negligence is a form of legal action which, in essence, amounts to a failure to take reasonable care. It is necessary to show that the situation was one where the common law of negligence imposed a duty, that duty was broken, and that damage was caused by the breach of duty.
HOW IT AFFECTS YOU
• Each of us owes a ‘duty of care’ to our ‘neighbours’, not to cause them injury by our negligent acts and omissions.
• In order to satisfy that duty of care you must behave as a `reasonable person’ would. However your specific skills, knowledge and experience will be taken into account. For example, a reasonable non-medically qualified individual might be forgiven a medical mistake which a qualified paramedic would be expected not to make.
Your neighbours are those people whom might be injured by your negligent acts and omissions.
For example: - Martial Arts Health and Safety
a) When using Martial Arts at any club venue you would include:
- Any persons using that Martial Art with you
- Referees or other officials
- Spectators
- Other persons using Martial Arts in the vicinity
b) Anyone for whom you have accepted responsibility.
• The duty of care requires you to consider the consequences of your acts and omissions and to ensure that those acts and/or omissions do not give rise to a foreseeable risk of injury to any other person.
• In short, all of us owe a duty not to injure other people through our negligent acts and omissions. It is an individual duty which each of us owe all of the time to our neighbours.
HOW BEING A GROUP LEADER, INSTRUCTOR OF A CLUB OR OTHER ACTIVITY AFFECTS YOUR DUTY OF CARE
• As a group leader you have accepted the responsibility of leading others. You owe them a duty to ensure that they are not exposed to a foreseeable risk of injury as far as you reasonably can.
It should be noted that on any outing where a group leader has not been appointed, the most experienced and/or qualified person there must intervene and at least advise if a foreseeable risk of injury arises. For all A.K.K.A schools, clubs, classes, lessons and teaching/training activities a group leader/instructor MUST be appointed.
HOW ACCEPTING OFFICE IN A CLUB AFFECTS YOUR DUTY OF CARE
• If you accept a position of responsibility, you are likely to agree to carry out certain functions which may affect the safety of those both inside and outside the club. You are in a position of responsibility and you must fulfil your duties to the best of your ability without negligence. That is, you must not create a foreseeable risk of injury and you must take reasonable steps to deal with any foreseeable risk of injury, which exists or arises.
For example: If you are in the position of equipment officer you must ensure that inspections are carried out at prescribed intervals by suitably qualified persons identified by the A.K.K.A to ensure equipment is safe.
All club constitutions contain the following statements about safety, which must be adhered to at all times:
‘The club will follow all guidelines laid down by the A.K.K.A, the Health and Safety Executive Recommendations, and the Martial Arts Health and Safety Strategy advice.
The club will complete generic risk assessments annually, and consider the risks for all activities, responding accordingly to the guidelines laid down by A.K.K.A, the Health and Safety Office, and the Martial Arts Health and Safety Strategy. For extra events risk assessments will be carried out when indicated by the club instructor and/or A.K.K.A official.
The club will inform the A.K.K.A of all accidents and incidents using an accident/incident report form by the end of the next working day.’
There have been 12 main areas that have been identified and appear as separate sections within this document.
They are:
1. Risk Assessments
Risk assessments form an important part of Martial Arts activities, minimising the risks to all participants. There are a number of generic risk assessments that have been produced for the affiliated organisations including martial arts school, academies, instructors, students & clubs. These can be found in Appendix 1. Affiliated organisations including martial arts school, academies, instructors, students & clubs are given their generic risk assessments and must follow this format adding to it any Martial Art specific risks their activity may entail. There may also be times when additional risk assessments need to be undertaken for certain activities. These will be identified by the A.K.K.A . Risk assessments must be reviewed annually and any changes in National Governing Bodies rules and regulations must also be incorporated.
2. Accident/Incident reporting and procedures (Appendix 2)
This procedure lays out specific instructions in the event of an injury whilst training, playing or travelling to and from a match or whilst on tour. There are instructions for those injured, the first aiders/team player and also the officials. It also sets out clear guidelines in accident/incident reviewing to ensure that any re-occurring incidents are dealt with as necessary by the A.K.K.A
3. Major Incident Recovery (Appendix 3) A.K.K.A
Major Incident plan establishes the chain of command and communication lines once a disaster has been reported to the A.K.K.A . Major Incident recovery would be put into place in the event of a major injury, fatality, and serious accident or other such event occurring in club.
4. First Aid Provision (Appendix 4)
All Martial Arts teams are issued with First Aid provisions for home and away fixtures at the beginning of the year. These provisions can be replenished at the A.K.K.A when necessary. There must also be a qualified first aider in each team. First aid courses are run by the A.K.K.A each year which instructor and students members can partake in at a reduced price.
5. Training and Coaching
Within the A.K.K.A there are specific guidelines to both the requirements and monitoring of Martial Arts Instructors. It ensures that instructors not only have the correct competency to train their organisations members but also abide by set insurance and safety standards set by the A.K.K.A . Where employed/qualified coaches are not available those who are leading sessions must complete a set competency assessment. All coaches, martial arts instructors and their clubs will be evaluated throughout the year.
6. Codes of Practice
Codes of Practice identify best practises within each Martial Art. They form an important part of Martial Arts activities to ensure all members are acting in an appropriate manner at all times whilst undertaking their chosen activity. There are set areas within the Code of Practice that have been written for the affiliated organisations including martial arts school, academies, instructors, students & clubs by the A.K.K.A and must be included in all Club Codes of Practice.
These are then given to affiliated organisations including martial arts school, academies, instructors, students & clubs who have the opportunity to add any points they feel are important.
7. Travel
Martial Arts teams that have to travel to any of their activities must follow responsible procedures. This includes areas such as minibus law, driver testing, driving in adverse conditions and booking procedures.
8. Equipment .
A.K.K.A are not responsible for any equipment and this is under the due care of the club and its management.
9. External trips and activities
The A.K.K.A are non-political and will not hinder your freedom to participate with other non-affiliated A.K.K.A groups. Any insurance is invalid during any activities with a non-affiliated organisation.
10. Insurance
All members of any Martial Arts club must first purchase Student Activities Membership. This includes your affiliation to the A.K.K.A and also covers you on the blanket insurance member to member policy that we have for Martial Arts. On no account must members participate in activities without this membership. Those taking part in ‘one off activities’ also need to purchase this membership before they can take part in an activity sanctioned by the A.K.K.A DATA PROTECTION POLICY 1.Introduction
The Data Protection Act 1998, places legal responsibilities on organisations who collect and use personal information and gives individuals certain rights of access. The Act covers information that is structured, including data processed automatically by computer, and information which is recorded as part of a relevant filing system. The Act has been amended by the Freedom of Information Act 2000 to include all personal information whether or not it is processed automatically or part of a relevant filing structure. There are stricter requirements in the Act in respect of processing sensitive personal data. Information can be held in any format e.g. computer systems, paper records, CCTV. ‘Personal information’, ‘sensitive personal data’, ‘processing’ and ‘relevant filing system’ are defined in Appendix A.
In the course of carrying out its business, A.K.K.A needs to collect and use certain types of information about people such as, employees, members, clients, students, customers and suppliers, and is subject to the Act. This policy document sets out the A.K.K.A intentions to fulfil its obligations under the Act and the arrangements it has put in place to comply with it.
2.Responsibility for the Act
The A.K.K.A is committed to ensuring that all member instructors comply with the Act.
The CEO is responsible for compliance by the A.K.K.A with the Act, assisted by the Archivist & Data Records Manager. There is a Data Protection Link Officer in each department of the A.K.K.A These Officers are responsible for compliance with the Act within their department.
Adhering to the eight principles of the Act
The A.K.K.A will collect and use personal information in accordance with the eight principles of the Act which require that:
1.Personal data shall be processed fairly and lawfully. This includes observing at least one of the conditions described in Schedule 2 of the Act (and Schedule 3 in relation to sensitive personal data).
2.Personal data shall be obtained only for one or more specified and lawful purposes, and shall not be further processed in any manner incompatible with that purpose or those purposes.
3.Personal data held for any purpose should be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed.The A.K.K.A will collect and process appropriate information required only to fulfil operational needs or comply with legal requirements.
4.Personal data shall be accurate and where necessary, kept up to date.
5.Personal data shall not be kept for longer than is necessary.
6.Personal data shall be processed in accordance with the rights of data subjects under the Act.
7.Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing and against accidental loss or destruction of, or damage to personal data.
8.Personal data shall not be transferred to a Country outside the European economic area unless that Country ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data.
The A.K.K.A will also:
ensure that all staff receive training and guidance so that they understand that they are contractually responsible for complying with the law and know how to process information in accordance with the 8 principles
put in place procedures for complying with the eight principles put in place appropriate technical and organisational security measures to safeguard personal information
ensure that individuals are informed of the purposes for which their data will be used and that consent is sought for such use, where required by the Act.
4.Individuals’ Rights
The A.K.K.A will ensure that individuals’ can exercise their rights described in the Act, including the right of subject access to personal information; the right to prevent processing personal information in certain circumstances, including for purposes of direct marketing; and a right to rectify, block, erase or destroy inaccurate information.
4.1 Subject Access
4.1.1 Section 7 of the Act provides the right for individuals to be told by Data Controllers (those responsible for the collection of the information):
whether they process information about them (the subject),
to be given a description of the information that they process,
to be told to whom the information is disclosed,
and to have copies of such information provided to them in a form that they can understand.
4.1.2 The A.K.K.A will supply this information providing the request is in writing; sufficient information is given by the applicant to enable the A.K.K.A to locate the information requested; a fee of £10 is paid by the person making the enquiry, in advance. The A.K.K.A will respond to such requests within 40 calendar days of receipt. Additional fees may be charged for searching for unstructured manual information (that is information held that is not on computer, or does not form part of a relevant filing structure) but only if such information would take more than 3 days work to locate and retrieve.
4.1.3 The A.K.K.A will provide the information in a permanent format that is understandable to the applicant, unless the supply of such a copy would involve disproportionate effort, or the applicant agrees otherwise. Where this is the case, the A.K.K.A will arrange for the applicant to inspect the records.
4.1.4 Personal information may be withheld from disclosure to the applicant if it falls under any of the exemptions described in the Data Protection Act and subordinate legislation. The A.K.K.A Exemption Panel is authorised to decide whether information may be withheld from a response to a Subject Access Request, pursuant to exemptions contained in the Act and subordinate legislation.
4.1.5 The Archivist/Data Records Manager will co-ordinate subject access requests.
4.2 The right to prevent processing personal information in certain circumstances, including for purposes of direct marketing
The A.K.K.A will comply with the rights of individuals under Sections 10, 11 & 12 of the Act. For example, the A.K.K.A will not use personal information for marketing purposes where the person it refers to has asked the A.K.K.A not to use it for such purposes.
4.3 The right to rectify, block, erase or destroy inaccurate information
The A.K.K.A will comply with responsibilities to amend any inaccurate data it holds about an individual, pursuant to Section 14 of the Act.
5. COMPLAINTS
Any complaints about the way in which the A.K.K.A deals with personal information will be dealt with by the A.K.K.A Scrutiny Support Manager who will arrange for the matter to be investigated. Complaint forms are available from the A.K.K.A offices, via the Publication Scheme or from the A.K.K.A website. If the complainant is dissatisfied with the outcome of the investigation by the A.K.K.A, they may complain directly to the Information Commissioner. Appeals against the decision of the Information Commissioner can be made to the Information Tribunal.
Appendix A
Definitions
“Personal information” or “personal data” is that which affects a person’s privacy, whether in his/her personal or family life, business or professional capacity. It is information which will have the individual as its focus. An individual’s name is unlikely to be personal data where it is not associated with any other personal information. If it is coupled with other information about him/her e.g. his/her address or phone number, it is likely to be personal information. Information about medical history, salary and bank statements are all examples of personal information. Personal information may also include any expression of opinion about the individual. Information which has something else as its focus e.g. a property survey will not be personal information. The mere fact that a person is mentioned in a document does not mean that it is personal information.
“Sensitive Personal Data” means information about a person relating to their ethnic or racial origin, political opinions, religious beliefs, trade union membership, physical or mental health, sexual life, and criminal records.
“Processing”, in relation to information or data, means obtaining, recording, holding or using the information. Using the information would include, altering it, retrieving or consulting it, disclosing it by making it available to others, or destroying it.
“Relevant filing system” means a set of information structured, either by reference to individuals, or by reference to criteria relating to individuals, so that specific information about individuals is readily accessible. A.K.K.A EQUAL OPPORTUNITIES POLICY POLICY STATEMENT
The A.K.K.A treats all people with equal respect, concern and consideration and recognises the contribution made to the community by all individuals. We strive to ensure that this belief is embodied in the way we provide services, in our organisations practices, and how we work with our partners/agencies/clubs/classes/academies in the community.
We will, with our partners, agencies, contractor, clubs, schools, academies and all other associated organisations, work to eliminate unlawful discrimination and promote equality of opportunity and good relations.
This policy statement set the framework for the A.K.K.A policy statement for membership, affiliates, employment and both will be implemented by means of an Action Plan whereby the Key Objectives will be translated into specific action over a period of time.
KEY OBJECTIVES
To achieve and maintain these standards, the A.K.K.A will:
embody these beliefs in planning services such that equal opportunity is at the heart of each service portfolio and underpins all service provision;
provide clear information on all A.K.K.A services including individual’s rights to access them;
ensure that the A.K.K.A membership and affiliates better reflects the communities it serves; the A.K.K.A will ensure that its recruitment and training policies and practices are consistent with good equal opportunities practice;
expect all its membership, instructors, students, employees and partners/agencies to take action to challenge and oppose harassment of local people on grounds of age, gender, ethnic origin, nationality, religion, sexuality, marital status or disability;
develop, maintain and review consultation procedures which ensure that all individuals and local communities can have a say in the future of A.K.K.A and its services;
ensure that fair and equal access to our services is monitored;
raise awareness of, and promote, the diversity of martial arts; and strive to meet the diversity of needs of different communities;
progress the key aims of the A.K.K.A strategy to tackle social exclusion;
Monitor the application of these principles against legislative requirements, our published policies and objectives and the Commission for Racial Equality Standard. A.K.K.A PHOTOGRAPHY POLICY Concerns have been raised at national level within the sport and leisure industry at the risks posed, whether directly or indirectly, to persons of all ages, through unauthorised photography and image recording.
In view of this potential risk and our belief that attending any A.K.K.A or associated event, should be a safe experience for everyone, A.K.K.A do not permit any form of image recording without having their express permission.
An administration fee payable to A.K.K.A of £5.00 per person per event will be charged, upon suitability to use specified equipment being granted, an identifiable wristband will be issued to the sole user and a tag attached to his equipment.
The authority and/or tag and/or wristband is non transferable.
Failure to wear the wristband as prescribed may result in the authority being immediately withdrawn and/or removal of the said person from the facility.
Application forms are available from A.K.K.A head Office and should on completion be forwarded to A.K.K.A no later than 14days prior to the event date. Failure to meet this deadline will result in the application being dismissed
Proof of identity will be required
The details listed in the A.K.K.A policy are in ADDITION to all other policies adopted by the A.K.K.A
Kind Regards
A.K.K.A
A.K.K.A Photography Policy
(Protection of young athletes)
1. Introduction
Photography of young athletes at A.K.K.A or associated events is subject to the Data Protection Act 1998 regarding the rights of individuals to have information of a personal nature treated in an appropriate manner and the Human Rights Act 1998, protecting the privacy of individuals and families.
As well as these statutory rights, restrictions on photography arise from issues of child protection.
1.2 ‘Photography’
includes photographic prints and transparencies, video, film and digital imaging.
‘Events’ means any function, meeting, training session or competition of any nature, whether organised or supported or sponsored by A.K.K.A or their Association members by any means whatsoever, wherever children or young people are the responsibility of A.K.K.A there staff or members or their Associations staff or members.
‘Parent’ means any person with parental rights and responsibility in relation to a child or young person.
1.3 This document is intended to:
• Facilitate photography for the business purposes of A.K.K.A
• Respect the rights of the individual.
• Safeguard and protect children and young persons.
• Allow personal family photography wherever possible.
1.4 A.K.K.A makes it clear that it recognises the issues of child protection and personal privacy. A Child Protection policy aimed at safeguarding children exists and is accessible from the A.K.K.A
1.5 Sensitivity is as important in dealing with photography as it is in processing any other data. Court cases have occurred because of the inappropriate use of photographs.
1.6 Within the A.K.K.A Child Protection policy there are guidelines and procedure regarding the use of photography. This includes the use of mobile camera phones, during such events as aforementioned, by competitors and athletes in view of the risks inherent in such use, possibly but not necessarily covert, which include the existence and/or distribution of photographs contrary to the wishes, welfare and privacy of others.
2. Photography by A.K.K.A Staff
2.1 The business of A.K.K.A can involve A.K.K.A staff in the photography of children and young persons in relation to:
• Administration (ID badges etc)
• Coaching and training aid
• Advertising, Publicity and Promotional works.
Copyright and the use of this photography is carefully controlled by A.K.K.A and is retained safely by A.K.K.A or issued to the child or young person concerned or safeguarded by an officer of A.K.K.A
2.2 Photography held by A.K.K.A must be annotated with the date on which they were taken and stored securely. They should not be normally used other than for their original purpose, unless permission of the subject is obtained.
2.3 Photographs must be destroyed or deleted from databases once they are no longer required for the purposes in which they were taken. A photograph taken for identification purposes may be retained for several years, but should not be retained when replaced or expired. Photographs taken for publicity and promotional purposes should be retained for a maximum of two years.
Photographs contributing to the history of A.K.K.A, its members and activities and the community may be retained indefinitely.
3. Photographs by other Authorised Agencies
3.1 The involvement of other agencies may only be authorised by A.K.K.A
Other agencies might include:
• Commercial photographers commissioned by A.K.K.A Copyright rests with the photographer.
• The press and other media. Copyright rests with the photographer.
• Officers of A.K.K.A Copyright rests with A.K.K.A
3.2 The purpose of the photography must be explained to the parents of the child and or the young person themselves if over the age of 16years and written permission sought on each and every occasion.
No Child or young person should be subjected to any photography unless written permission has obtained.
3.3 Parents should be made aware that where team or group photography is taken by a commercial agency the photographer retains the copyright. Parents therefore must be given details of the agency used.
3.4 An identification band will be issued and must be worn at all times and separate identification carried, by the agency personnel at all times, on the date of the event. . Failure to do so may lead to the authority being withdrawn and expulsion from the event
The identification band is non transferable.
4. Parental Photography
4.1 Parental photography forms an enduring part of each family’s record of their child’s progress, celebration of success and achievement, as well as being an established social practice.
4.2 Where practical, arrangements should allow photography to be taken by parents and others attending such events.
Photography will not be permitted where the smooth running event and/or health and safety of persons is or may be compromised
4.3 A pro-forma (appendix 1) shall be issued to parents and young persons upon first registration to A.K.K.A Team or Squad status and renewed annually detailing their permission/non permission for A.K.K.A Staff, Authorised Agencies and Parental photography purposes.
4.4 Parental photography must not include any child or young person whose parent has refused permission for any reason. This may mean offering photography opportunities before or after the event for those who wish to be involved. Parental photography is secondary to the main aims and purposes of events and must not be allowed to interfere with the opportunities for the child or young person to participate.
4.5 An identification band will be issued and must be worn at all times and separate identification carried, by the applicant at all times, on the date of the event. . Failure to do so may lead to the authority being withdrawn and expulsion from the event
The identification band is non transferable.
4.6 Commercial copyright in a performance will normally exclude any audio or video recording by the public (other than by A.K.K.A for internal purposes) and for those events parents and their guests, and spectators must be informed that the infringement of copyright is strictly forbidden.
5. Spectator Photography
5.1 Any person requesting to take photography at any A.K.K.A or Associated event, as a spectator shall only do with the permission of A.K.K.A having completed the required application form and is on a per event basis and returned it together with the stated fee within the specified time.
(Appendix 2),
5.2 Identification will be required to process the application. A.K.K.A reserved the right to refuse any application without reason being given.
5.3 The identification band if issued must be worn at all times and separate identification carried, by the applicant on the date of the event. Failure to do so may lead to the authority being withdrawn and expulsion from the event
The identification band is non transferable.
Parental Consent Form for the use of photography of children and young persons
Children and young persons are photographed in connection with A.K.K.A:
• Administration (ID badges etc)
• Coaching and training aids
• Advertising, Publicity and Promotional works.
Parental photography forms an enduring part of each family’s record of their child’s progress, celebration of success and achievement, as well as being an established social practice.
We require on a per event basis your permission for photography to be taken.
‘Photography’ includes photographic prints and transparencies, video, film and digital imaging.
‘Events’ means any function, meeting, training session or competition of any nature, whether organised or supported or sponsored by A.K.K.A or their Association members by any means whatsoever, wherever children or young people are the responsibility of A.K.K.A, there staff or members or their Associations staff or members. A.K.K.A COMPLAINTS POLICY Compliments, Comments and Complaints Policy
Our key aims are to:
Act quickly and efficiently to put things right if something goes wrong.
Use customer feedback to improve our services and focus on the needs of our customers
1. Members First
Feedback from the clubs, schools, academies, and student and instructor members gives us all opportunities to learn and improve. We must value feedback about our services and recognise the right of our customers to make a complaint, compliment or comment about our services.
We are committed to listening to the views of people who use our services and will respond quickly and efficiently to that feedback. To do this we have now introduced an electronic monitoring system that handles the process and reports information on all complaints across the A.K.K.A membership. 2. Our complaints policy
We are committed to trying to resolve things that go wrong as soon as possible and give customers an outcome that they are satisfied with. Our priority is to resolve concerns wherever possible without the need for a formal complaint. The first step should always be for the customer to talk to an officer to try to reach an agreement.
Where we can’t resolve problems we want to make sure that it is easy for anyone to make their complaint, and to tell us how things can be improved. They need to know that making a complaint will not result in any reduction or loss in service. We want to treat complaints positively, and, where possible, leave users feeling satisfied about their experience of making a complaint to us.
To achieve this, it is our policy:
• To make it easy for the members to get in contact with us, by phone, in writing, by e-mail or by visiting in person
• That ALL feedback should be treated with equal importance
• To respond quickly, within agreed published timescales:
3. Who are our members?
Our definition of a member is: “If you are a subscribing customer contact us for any reason, or you are affected by anything we do, you are one of our members”.
We will:
A. Encourage easy access - customers can give feedback online, in writing, in person, or by phone
B. Record and analyse all complaints, compliments and suggestions
C. Use plain language in all communications
D. Set and monitor targets for responding to feedback
E. Contact the customer where we cannot resolve a complaint straight away, giving them a named contact officer, phone number, e-mail address and target date for a response
F. Keep customers informed when we cannot send them a response within our target time
G. Inform customers about their right to escalate a complaint when dissatisfied with our response
H. Review each piece of feedback carefully to establish what lessons we can learn and if we can improve our services as a result.
4. What is a “compliment”?
A compliment is when a customer gives us feedback about how we exceeded expectations in delivering a service.
5. What is a “comment”?
When a customer comments, or offers an idea on how we can improve our delivery of a service, but does not want to make a complaint.
6. What is a "complaint"?
It is any expression of dissatisfaction, whether justified or not, about:
A. our policy
B. our service standards or quality
C. our staff attitude or customer access
D. our contractors
E. any form of discrimination
It is NOT:
A. The first request for action or for a service.
B. The first request for information or explanation.
C. A complaint could include one or more of the following problems:
We delay in providing a service
We fail or refuse to provide a service
We provide a poor quality service or make a mistake
We provide an inappropriate service
We remove or withdraw a service
We charge an inappropriate cost for a service
An employee’s behaviour causes upset
A policy unreasonably disadvantages a customer
We unfairly discriminate against a customer
A customer is unable to access a service
7. What complaints are excluded from our policy?
We recognise that some complaints will be handled using other processes, including:
An employee’s complaint about personnel matters including pay, pensions, disciplinary and grievance issues
A complaint that will be handled using our “Whistle Blowing” procedure
A complaint about a service where we have no responsibility, such as district council services
A complaint about a decision where a statutory appeal body or tribunal has been established to examine the case, such as school admissions or Special Educational Needs or planning applications
A claim for damages that should be handled as an insurance claim
A complaint about contract-related issues where an arbitration procedure already exists
school curriculum complaints - these should be made directly to the school
8. The Feedback Process
8.1 How will we deal with a compliment?
When a member instructor receives a compliment they will immediately record the details on the appropriate form. The instructor or the A.K.K.A will aim to acknowledge this within 2 working days.
8.2 How will we deal with a comment?
When a member receives a comment they will immediately record the details on the appropriate form.
We will aim to acknowledge this within 2 working days.
We then aim to send a response to the customer within 10 working days that either explains how we will implement the suggestion or investigate it further if necessary or why we are unable to implement the suggestion.
We will keep the customer informed about any delays where possible
8.3 How will we deal with a complaint?
Stage 1: Local Resolution
We aim to deal with all complaints at the point of service delivery.
When a complaint is received by a member of staff they will
Immediately enter it onto the appropriate feedback form
Try to resolve the problem straight away or within 24 hours
If it cannot be resolved straight away the complaint will pass to Stage 1 instructor resolution
Stage 1 – Instructor resolution
Once entered for Instructor resolution on the system the complaint will automatically be passed to the most appropriate directorate complaints officer
who will initiate this stage and will:
We will aim to acknowledge this within 2 working days with the contact details of the person dealing with the complaint and the deadline for the response.
We then aim to resolve the issue within 10 working days.
Stage 2
If the person making the complaint is not happy with the response they receive at stage 1, they can ask for the complaint to be considered by the Head of Profession who will, at his discretion, either investigate the complaint in person, or ask a senior officer who has not previously been involved in the complaint to carry out an independent investigation.
The complaints officer will aim to send an acknowledgement within 2 working days with the contact details of the person dealing with the complaint and the deadline for the response.
We then aim to resolve the issue within 10 working days.
Stage 3
If the person making the complaint is not happy with the response they receive at stage 2, they can ask for the complaint to be considered by the
Director of the service who will, at his discretion, either investigate the complaint in person, or ask a senior officer who has not previously been involved in the complaint to carry out an independent investigation.
The Group Director will arrange a review of the complaint if
A customer complains when they are dissatisfied with the previous service investigation
We unreasonably fail to carry out an investigation
A senior Instructor requests an independent review
The Group Director will aim to:
Send an acknowledgement within 2 working days with the contact details of the person dealing with the complaint and the deadline for the response.
Resolve the issue within 25 working days.
What action can we take to put things right when things go wrong?
If we make a mistake, we will apologise and try to take some practical action to put things right.
We may ask the customer to suggest what they would like us to do.
We will always try to put the customer back to the position that he or she would have been in but for our mistake.
We will also try to ensure that the same mistake does not happen again.
We may decide that one or more of the following can be done to put things right:
Provide or change a service to the customer
Provide an explanation or information to the customer
Review customer literature (leaflets, website, poster and so on)
Review a policy or procedure
Arrange training or guidance for employees
Employee action (such as standards setting or change of key worker)
The response to the complaint should:
show genuine regret that someone has felt it necessary to complain, and to be courteous, honest, helpful and open
to deal with any complaint as close to the source of the problem as possible
explain what we will do to put things right and what we will do so that it will not happen again
Keep the customer informed about any delays
Inform the customer about their right to complain to the next stage if they are dissatisfied with our response
9. Vexatious Complaints
We want to treat complaints positively, and, where possible, leave users feeling happy about their experience of making a complaint to us.
A complaint can be regarded as vexatious when it has been considered and found to be unjustified, but when the person making the complaint is:
not prepared to accept that conclusion, and
persists in making the same or a substantially similar complaint.
Continuing to respond to such complaints can take up a significant amount of resources in time and money and can thereby detract from the service that can be provided for others.
If a complaints officer considers that a complaint has become vexatious, they can
ask their senior Instructor for support in dealing with the complaint.
The senior Instructor, in consultation with their Group Director and advice taken from legal services, may decide not to pursue the complaint any further. The person making the complaint will be informed of this decision. | |
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