HRV Complaints Policy

Scope

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 –

• Matters which come under the jurisdiction of the Racing Act (Vic) 1958.  This includes appeals to and charges heard by the HRV Racing Appeals and Disciplinary (RAD) Board and reviews by the Victorian Civil and Administrative Tribunal (VCAT) of decisions made by the HRV RAD Board, and reviews by VCAT of decisions made by HRV in relation to an occupational racing licence.
• The making of complaints or disclosures to the Office of the Racing Integrity Commissioner. 
• Making of protected disclosures under the Protected Disclosures Act (Vic) 2012 concerning corrupt conduct, conduct involving a substantial mismanagement of public resources or conduct involving a substantial risk to public health or safety or the environment.  The initial contact point for protected disclosures is Independent Broad-based Anti-corruption Commission (IBAC).
• The making of applications for internal review of refusal of access to or partial disclosure of documents under the Freedom of Information Act (Vic) 1982.
• The making of allegations of breaches of privacy under the Information Privacy Act (Vic) 2000.

HRV reserves the right to determine that a complaint will not be investigated where the complaint –

• Is subject to an existing mediation or dispute resolution process
• Relates to an industrial issue or legal proceedings
• Relates to a matter awaiting determination
• A vexatious or unreasonable complaint (refer page 3).

Our Commitment

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. 

Fairness

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 –

• Integrity
• Responsiveness
• Accountability
• Impartiality
• Respect
• Leadership

Responsiveness

HRV is committed to dealing with complaints quickly, courteously, fairly and within the following timelines:

• If the complaint is minor and easily solved you will be contacted by telephone or email to resolve the complaint. 
• For more involved complaints you will receive written acknowledgement of receipt of the complaint within 7 days of HRV receiving it.
• You will be contacted within 28 days of receipt of the complaint with the outcome.  If investigation is not complete or outcome still outstanding then you will be still advised on the progress within 28 days.
• If you are not satisfied with the outcome, you have the right to seek review as detailed below.

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

Vexatious Complaints

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.

Complaints Register

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.

Accountability

The CEO has ultimate responsibility and accountability for receipt, allocation and follow up of all complaints concerning HRV. 

Business Improvement

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 -