This policy sets out the principles that Harness Racing Victoria (HRV) has adopted for the management of feedback, compliments, suggestions or complaints – received in relation to any service, issue or action concerning HRV.
HRV recognises that we are accountable for our actions and decisions, and that all stakeholders have a right to complain about us and seek remedy where they are dissatisfied or concerned about a particular issue or feel that their expectations of HRV are not being met. A stakeholder could be a licensed participant, customer or supplier, contractor, staff member, owner or trainer, members of harness racing clubs, punters, or any other person who has dealings with HRV.
This policy operates where there is no other statutory scheme covering the making of a complaint whether or not the complainant elects to use that remedy or right of appeal. For example –
HRV reserves the right to determine that a complaint will not be investigated where the complaint –
HRV is committed to effective and efficient complaint handling as we recognise that complaints allow all stakeholders to contribute to the improvement of HRV’s services and processes.
This policy is available on www.hrv.org.au.
HRV recognises the need to be fair when dealing with complaints. HRV will treat all complaints seriously and judge complaints on merits and facts. We ensure our core values are reflected when dealing with stakeholders. Our core values are –
HRV is committed to dealing with complaints quickly, courteously, fairly and within the following timelines:
How to Lodge a Complaint
All complaints must be lodged in writing.
All complaints must contain full contact details of the complainant – name address, phone contact details so we can contact you. We cannot accept your complaint unless you include your name and address. Complaints without contact details will not be processed or further addressed.
The complaint must also include sufficient details to identify the person or issue that is the subject of the complaint and a statement of facts giving rise to the complaint.
Complaints can be lodged by:
· Internet – Refer to the Contact Us page on our website www.hrv.org.au
· Mail - Letter addressed to CEO, Harness Racing Victoria, PO Box 184, Moonee Ponds, Vic 3039
· Facsimile transmission addressed to CEO at 03 9214 0697
HRV will show due respect, fairness and responsiveness to all complaints received. Likewise there is an expectation that complainants also display appropriate conduct and respect in the manner in which you chose to express your complaint.
Vexatious complaints, examples of which could include, complaints made or pursued without reasonable grounds or initiated to harass or annoy, to cause delay or detriment, containing inappropriate or offensive language or for other wrongful purpose, will not be considered.
HRV reserves the right to decline or discontinue dealing with a complaint if the complainant’s arguments are unreasonable.
Initial Assessment and Investigation
When a complaint is received it will be referred to HRV’s CEO for initial assessment and, as appropriate, delegation for investigation and response. If the complaint entails multiple aspects, investigation may be delegated to more than one person, and one person may be nominated for the purpose of co-ordinating HRV’s response.
Following receipt of a complaint, an entry will be made in a complaints register maintained by HRV. The complaints register will also show summary information concerning HRV’s investigation and resolution of the complaint, and the response to the complainant.
Conflicts of Interest
If a conflict of interest arises in the course of the initial assessment or investigation of a complaint, the person who is conflicted must notify the CEO. If the conflict involves the CEO, HRV’s Chairman must be notified. In all instances of a conflict, appropriate steps must be taken to address the conflict which may include the person having no further involvement in respect of the complaint.
Privacy & Confidentiality
All complaints will be handled in the strictest of confidentiality and personal information will be handled in accordance with Privacy laws. Anonymous complaints cannot be fully investigated so HRV will be unable to respond. Such complaints may more appropriately be directed to the Office of the Racing Integrity Commissioner.
The CEO has ultimate responsibility and accountability for receipt, allocation and follow up of all complaints concerning HRV.
HRV is committed to taking action to change any underlying process or service where investigations reveal several complainants have experienced similar circumstances that have led them to making a complaint.
Reference may be made to the complaints register to assist identifying whether multiple complaints have arisen from similar circumstances.
Internal and External Review
If you are not satisfied with a decision or action taken by HRV in response to your complaint you may seek review by HRV’s CEO - via HRV’s website or in writing addressed to CEO, Harness Racing Victoria, PO Box 184 Moonee Ponds 3039.
If following the complaints process, you are unhappy with the way your complaint was handled or with the outcome, as appropriate you may raise this with any of the following -
Office of the Racing Integrity Commissioner
Consumer Affairs Victoria
Victorian Equal Opportunity & Human Rights Commission of Victoria
Victorian Civil and Administrative Tribunal
Minister for Racing