Mid Mountains CrossFit Code of Conduct

Statement of Commitment

Our organisation provides an open, welcoming and safe environment for everyone participating in our programs.

We provide high quality program(s) for kids that are safe and welcoming for them.

We seek advice and guidance from kids, parents and colleagues so these standards are maintained.

Codes

Everyone participating in Mid Mountains CrossFit's programs (including staff, volunteers, students, children, parents and visitors) must keep to the following codes of behaviour:

DO Treat everyone with respect and honesty (including workers, volunteers, students, children and young people and parents)

DO Set clear boundaries about appropriate behaviour between yourself and the children in your organisation. Boundaries help everyone to carry out their roles well.

DO Always have another adult present or in sight when conducting one to one coaching, instruction etc.

DO Remember to be a positive role model to children in all your conduct with them.

DO NOT Develop any ‘special’ relationships with children that could be seen as favouritism such as offering of gifts cor special treatment.

DO NOT Do things of a personal nature that a child can do themselves, such as assisting them to go to the toilet or cchanging clothes.

DO NOT Allow children to use your personal equipment, such as: mobile phone; laptop; tablet.

Child Protection Policy

Mid Mountains CrossFit is committed to safeguarding all children, young people and vulnerable adults that come into contact with our work. We believe that all children, young people and vulnerable adults have an equal right to protection from abuse, regardless of their age, race, religion, ability, gender, language, background or sexual identity and consider the welfare of the child / young person / vulnerable adult is paramount.

We will take every reasonable step to ensure that children, young people and vulnerable adults are protected where our staff and associates are involved in the delivery of our programs. All suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately.

We enable all our staff and those who work with us to make informed and confident decisions regarding safeguarding. We expect everyone (directors, staff, associates, agents, volunteers and anyone working on behalf of the business) to have read, understood and adhere to this policy and related procedures.

Aims of the Safeguarding policy

Mid Mountains CrossFit will take every reasonable step to ensure that children, young people and vulnerable adults are protected where:

our own staff are directly involved in a project or program;
we broker the relationship between a client and a subcontractor;
we contract an associate / organisation to work within a vulnerable setting;
we work in partnership with another organisation or agency.

We will endeavour to safeguard children, young people and vulnerable adults by:

valuing them, listening to and respecting them;
adopting this policy and adhering to our associated procedures and code of conduct for staff;
recruiting all staff, volunteers and associates safely by ensuring that all the necessary checks are made;
sharing information about safeguarding and child protection with all key stakeholders;
providing effective management of staff and associates through supervision, support and training.

Roles and responsibilities

The designated person within the company responsible for Safeguarding is Samantha Edwards.

The role of the designated person is to:

assume overall responsibility for safeguarding and child protection for Mid Mountains CrossFit;
help the rest of Mid Mountains CrossFit understand the key issues in relation to safeguarding within education;
be a point of contact within the organisation for stakeholders in relation to safeguarding and child protection;
be aware of local statutory safeguarding procedures and networks;
make decisions about safeguarding;
receive and assess information from staff and associates who have a safeguarding concern;
It is not the role of the designated person or Mid Mountains CrossFit to decide whether abuse has taken place or not. The responsibility of the designated person or Mid Mountains CrossFit is to ensure that concerns are shared and appropriate action taken.

Recruitment and training of staff, associates and subcontractors.

Contracts will be issued clearly stating the role and the activities to be carried out. All employees, associates and subcontractors will receive formal or informal induction, during which:

their qualifications should be substantiated.
the job requirements and responsibilities should be clarified.
they are made aware of Mid Mountains CrossFit’s safeguarding policy and procedures.
training needs (if any) are identified.

Handling concerns

If a member of staff / associate has any reason to suspect that a child, young person or vulnerable adult is being subjected to physical, emotional or sexual abuse, then these steps must be followed:

report the matter to the Directors;
the Directors will assess the nature of the suspicions or the disclosure;
the Directors will consult the team member at the venue involved;
Mid Mountains CrossFit staff must not attempt to investigate the matter themselves. This is the responsibility of social services and / or the police;
if an allegation is made against a member of the Mid Mountains CrossFit team, we will act swiftly and there will either be a criminal investigation, and/or a disciplinary or misconduct investigation.

Whistle blowing policy

All staff, associates and subcontractors are assured that they can disclose confidential information relating to unacceptable behaviour by other members of staff/associates.

Images and Documentation

The collection of images for promotional purposes by Mid Mountains CrossFit employees, or those authorised to do so on the company’s behalf, is acceptable providing permission has been granted by the individuals who will be photographed/videoed.

Adults (including parents / guardians of children below the age of consent) and young people (over the age of consent) should be aware of:

the purpose for which the images will be used;
the length of time that they will be used for or that the use may be for an indefinite period;
good practice is that permission is not requested for any period longer than two years.

Images should not be stored on the hard drive of PCs or laptops beyond the duration of the project. Even during this period, it is recommended that they are stored on removable storage devices such as pen drives / CDs.

Once the project has been completed, then the images should be dated and archived. They should be stored in a locked cabinet or drawer. They should be erased / destroyed as soon as there is no further use for them.

Mid Mountains CrossFit Work Health and Safety Policy

Obligations

Management is firmly committed to a policy enabling all work activities to be carried out safely, and with all possible measures taken to remove (or at least reduce) risks to the health, safety and welfare of workers, contractors, authorised visitors, and anyone else who may be affected by our operations.

We are committed to ensuring we comply with the Work Health and Safety Act 2012, the Work Health and Safety Regulations 2012 and applicable Codes of Practice and Australian Standards as far as possible.

Responsibilities

MANAGEMENT:

Will provide and maintain as far as possible:

a safe working environment
safe systems of work
plant and substances in safe condition
facilities for the welfare of workers
information, instruction, training and supervision that is reasonably necessary to ensure that each worker is safe from injury and risks to health
a commitment to consult and co-operate with workers in all matters relating to health and safety in the workplace
a commitment to continually improve our performance through effective safety management.

WORKERS:

Each worker has an obligation to:

comply with safe work practices, with the intent of avoiding injury to themselves and others and damage to plant and equipment
take reasonable care of the health and safety of themselves and others
wear personal protective equipment and clothing where necessary
comply with any direction given by management for health and safety
not misuse or interfere with anything provided for health and safety
report all accidents and incidents on the job immediately, no matter how trivial
report all known or observed hazards to their supervisor or manager.

Application of this policy

We seek the co-operation of all workers, customers and other persons. We encourage suggestions for realising our health and safety objectives to create a safe working environment with a zero accident rate.

This policy applies to all business operations and functions, including those situations where workers are required to work off-site.

Mid Mountains CrossFit Work Health and Safety Procedure

HEALTH AND SAFETY IN OUR WORKPLACE

Statement of Commitment

A serious commitment to safety and health starts with identifying all things that could lead to injury or harm to health.

To do this you need to know what hazards to look for.

1. Hazards to look for

Physical hazards, such as falls;
Equipment hazards, such as might arise from wear and tear or incorrect set up;
Biological//Health., such as infectious disease, handling blood issues;
Ergonomic hazards, such as carrying or moving heavy objects.

2. Spotting hazards

To identify safety and health hazards. Analyse program/work activities break them;
Down into a sequence of steps so that you can more easily spot any hazards involved;
Walk through inspection of your program set up;
Look at the ways in which different plan/work activities may interact to cause hazard.

3. Control the risk

Take action to control the risk you have assessed, start with those having the highest risk;
In deciding what controls to put in place, begin by trying to remove the hazard completely, if that is not practicable make sure you have appropriate safety equipment in place;
You have the responsibility for ensuring the you have the knowledge and the experience to enable you to carry out your program safely.

4. Getting advice

You may feel you need more advice, you can get assistance from your senior coach or manager.

HEALTH - SPORTS SAFETY- ALCOHOL - DRUGS - SUN PROTECTION

Statement of Commitment

Mid Mountains CrossFit is a business within the health and fitness industry, striving to promote polices within our business for the physical well being, and safety of our members, coaches and staff.

Health Policy

Tobacco

Mid Mountains CrossFit recognises that smoke free environments protect non-smokers from the harmful effects of environmental tobacco smoke (ETS) and contribute to reducing tobacco consumption levels. Mid Mountains CrossFit will encourage quitting attempts and discourage the uptake of smoking - particularly by young people.

All indoor and designated outdoor working areas controlled by Mid Mountains CrossFit will be 100% smoke free
All official functions conducted by Mid Mountains CrossFit will be 100% smoke free;
Tobacco products will not be sold by Mid Mountains CrossFit or on any premises under it’s control;
All staff and members of Mid Mountains CrossFitwill not smoke while taking part in any program under its control.

Food and Catering

Mid Mountains CrossFit understands and recognises the importance of good nutrition and the role it plays in promoting health and optimal performance.

Mid Mountains CrossFit will undertake an active roll, to promote good nutritional values to all its members, staff and volunteers.

Alcohol and Other Drugs

In the interest of health and safety Mid Mountains CrossFit will actively promote, encourage and support strategies to minimise harm from alcohol and other drugs.

Where alcohol is served at a Mid Mountains CrossFit function, low strength and non-alcoholic beverages will be available;
The use of elicits or performance-enhancing drugs will not be allowed at any training session or competition under the control ofMid Mountains CrossFit;
Will actively promote parents, members and staff attending drug education courses.

Mid Mountains CrossFit will review this policy annually and ensure all members, staff and volunteers associated with the business are aware of the policy.

Sport Safe Policy

Mid Mountains CrossFit is committed to the safe participation of members and the prevention of injury.

Coaches and officiating personnel are encouraged to attend approved training and accreditation courses in sports injury prevention and sports safety;
Warm-up, stretch and cool-down routines will be conducted at all training sessions and performances;
Correct fluid replacement practices will be implemented at all times;
Appropriate first aid equipment is available at Mid Mountains CrossFit.

Mid Mountains CrossFit will review this policy annually and ensure all members, staff and volunteers associated with the business are aware of the policy.

Sun Protection Policy

Our exercise programs are predominantly conducted indoors, nonetheless Mid Mountains CrossFit recognises that exposure to ultraviolet radiation (UVR) has negative health effects and will therefore introduce measures to minimise exposure where relevant.

Mid Mountains CrossFit strongly recommends and supports sun safe practices for all activities held outdoors;
Staff and members representing the business will always act as positive role models by adopting sun protection behaviours such as wearing long sleeved shirts, broad brim hats and applying sunscreen.

Mid Mountains CrossFit will review this policy annually and ensure all members, staff and volunteers associated with the business are aware of the policy.

Mid Mountains CrossFit Risk Management Policy

Statement of Commitment

Mid Mountains CrossFit is committed to providing a safe and stable sporting and work environment, where risks are minimised through proactive management. Accordingly, Mid Mountains CrossFit accepts risk management as one of its prime responsibilities, forming an integral part of all decision-making processes.

Mid Mountains CrossFit Risk Management Plan is in-line with the Australian Standards of Risk Management AS/NZS 4360:1999. All risk management activities will be carried out in-line with the principles and guidelines set out in this policy document and further detailed within our Risk Management Plan.

Definition

Risk is the chance of something happening that will have an impact on the objectives of Mid Mountains CrossFit. Action taken to treat, eliminate, transfer or reduce the risk therefore needs to address the likelihood of an event occurring, the consequences if it does occur, or both.
Risk Management is the culture, processes and structures that are directed towards the effective management of potential opportunities and adverse effects.

This policy applies to the Mid Mountains CrossFit management and day-to-day operations undertaken by the Managing Director, staff, and/or volunteers. Adoption of this policy will ensure consistency in risk management principles and procedures.

Policy Application

Policy Coverage

All activities undertaken at Mid Mountains CrossFit as part of it’s day-to-day operations, conduct of competitions/events, gym sport and related membership programs and/or services are incorporated.

Risk Management Principles

Mid Mountains CrossFit’s Risk Management is characterised by reliance on a number of principles. Adherence to these principles will ensure a good culture for risk management will be encouraged. These principles make Risk Management plan an effective and reliable tool in providing information on which the fitness centre can act to improve its performance. These principles include:-

Leading by example in responding to risk
Responding promptly to any concerns
Trusting and empowering volunteers and paid staff to manage risks at all levels
Education and training
Ensuring the right values are instilled in young people
Acknowledging, rewarding and publicising good risk management
Encouraging learning from untoward or unexpected results, both positive and negative

Risk Management Procedures

Please refer to the Risk Management Procedures for Mid Mountains CrossFit for a risk assessment which helps to identify the potential hazards associated with providing exercise training services. It can be used as a guide to locate hazards within the business and help to direct the implementation of appropriate measures to minimise risk to staff and clients.

Roles and Responsibilities

All employees, volunteers and participants are responsible for ensuring that risks to themselves, others, and the fitness centre are minimised. Management however, has the ultimate responsibility for successful risk management with the Managing Director taking day-to-day responsibility for the process. This section specifies the responsibilities of all parties involved in Risk Management within the fitness centre:-

Management

Ensure that the context of this policy is communicated to all levels, via distribution of the fitness centre's Risk Management Policy Statement;
Ensure risk management practices in-line with Mid Mountains CrossFit’s Risk Management plan are implemented at all levels;
Ensure that appropriate training is provided so that risk is actively minimised;
Provide appropriate resources to ensure that risk is minimised throughout the fitness centre;
Ensure that risk management is an intrinsic part of their deliberations and that their decisions are in line with this policy;
Report annually on the year's achievements and on any future risks which may threaten any aspect of the fitness centre's business.

Managing Director

Ensure that all sections of the fitness centre have the opportunity to engage in risk assessment and treatment processes;
Actively encourage reporting of risk, real or potential, and ensure that appropriate action is taken to minimise such risk;
Ensure that when implementing risk management actions, other related policies are also adhered to;
Take day-to-day responsibility for risk management within the fitness centre;
Ensure advice and support on risk management can be provided to staff, volunteers and members;
Ensure appropriate and up-to-date documentation of risk identification and treatment;
Provide appropriate induction on risk management and all other associated policies to new members, staff and volunteers;
Alert Management of any new high-impact risks, or any other matters requiring attention outside the usual process.

Staff & Volunteers

Distribute information on risk management throughout their networks, as required;
Adopt and implement appropriate risk management behaviour in all aspects of their work;
Report risk, real or potential, and ensure appropriate action is taken to minimise such risk;
Ensure appropriate and up-to-date documentation of risk identification and treatment, for their particular work areas.

Everyone

Successful risk management also relies on the personal knowledge, perception and behaviour of all involved in the fitness centre.

MID MOUNTAINS CROSSFIT – RISK MANAGEMENT POLICY STATEMENT

Commitment

Mid Mountains CrossFit aims to use world's best practice in risk management to support and enhance their activities, in all areas of our organisation. We will ensure risk management is an integral part of all our decision-making processes.

Mid Mountains CrossFit will use a structured risk management program to minimise reasonably foreseeable disruption to operations, harm to people and damage to the environment and property. We will identify and take advantage of opportunities, as well as minimising adverse effects.

Mid Mountains CrossFit will train our people to implement risk management effectively. We will strive to continually improve our risk management practices.

Responsibilities

The Managing Director is accountable for the implementation of the risk management process and ultimately responsible for the management of risks in the business.

All personnel are responsible for managing risks in their areas, while everyone involved in the fitness centre has responsibility for risk management.

Process

A risk management systematic process has been established, based on the Australian Standard AS/NZS 4360:19999. Everyone involved with the application of risk management should use this process for guidance.

Monitoring and Review

The Managing Director will monitor and review the implementation of Mid Mountains CrossFit’s risk management program.

The Managing Director will facilitate the development of a common risk management approach across areas of our business by:-

Implementing the risk management program;
Sharing information across all areas;
Reporting on the progress of implementing the risk management program;
Regularly reviewing this policy annually;
Ensuring all participants, volunteers and staff associated with the business are aware of the policy.

Mid Mountains CrossFit Emergency Policy & Procedures

Emergency Policy

Mid Mountains CrossFit is committed to the planning and training of all staff in emergency management, ensuring that all reasonable steps are taken to maintain the safety and welfare of all members at all times.

In demonstrating Management's duty of care, we will make every reasonable effort to provide a working environment that minimises incidents of risk or personal injury, ill health or damage to property. This includes:

Establishing emergency management and evacuation plans;
Providing emergency facilities;
Informing those affected about actions for protecting themselves

Coaches need to ensure that they are familiar with all emergency procedures.

Emergency Procedures

FIRE

Remain calm.
·EVACUATION PLAN

Alert the most senior coach present, who will direct the evacuation and sound the alarm to evacuate the building. A continuous whistle blowing will signal the evacuation.

All persons are to evacuate the building in an orderly manner through the safest exit, to the designated assembly area and follow instructions from the fire warden.

The most senior coach present will assume the role of fire warden and delegate someone to:

1) Check toilet, upstairs mezzanine area and office.

2) Phone the emergency services, stating:

Name & position
Telephone contact number
Location
Emergency type
Casualties/Unaccounted people

Assistance required; and
Known hazards

If the fire is small, the fire warden may fight it with a fire extinguisher or building fire hose. Ensure the correct extinguisher for the type of fire is used. If you are not sure, check the label on the extinguisher.
If the fire is large, very smoky, or rapid-spreading, evacuate the building immediately, activating the nearest fire alarm to warn other occupants. Continuous, uninterrupted sounding whistles located at all exits will signal the evacuation. Assess the situation and decide on the safest exit.
Move members quickly in an orderly manner to the designated assembly area outside the building, closing doors behind you.
Alert the Fire Brigade.
Seat members and check that everyone is present. Report any missing persons to the fire warden or attending Fire Officers.
Do not re-enter the building until directed by the Emergency Services.
Attend to those in need of first aid.
Report incident to Managing Director, fill in incident report form, follow incidents procedures and follow up risk management procedures.

ACCIDENTS

In the event of an injury occurring whilst attending a training session, the following procedure MUST be followed:

Ensure the rest of the class is safe (do not leave them unsupervised).
The most senior qualified First Aid personnel must attend the injured person and assess the nature of the injury/give directions regarding necessary treatment.
If the injury is not serious, administer first aid and notify the parents at the conclusion of the class.
If the person is seriously injured, do not move them unless there is a life-threatening danger (i.e., falling debris, fire, explosion). Stay with them and keep them as calm and comfortable as possible.
A responsible person should be requested to contact the parents and inform them of the situation, trying not to alarm them unnecessarily. If the parents cannot be contacted, the coach has the discretionary right to call an ambulance, stating:
The nature of the injury.
Address & Phone number you are calling from.
Complete an “Incident Report Form” immediately once the training session concludes, ensuring all details are filled in.
Ensure that all witness details available are completed.
The attending Coach signs the completed report and submits to the Managing Director for verification and signing off.
Managing Director enters details on the ‘Injury Incident Database’ and files original report in ‘Injury Record File’.
Information on database to be utilised for Quarterly Reporting purposes for identifying injury prevention measures.

UNAUTHORISED PERSON

In the event of an unauthorised person attempting to remove a child from the premises, the following procedure must be followed:

Remain calm.
Staff to remove the child from the immediate area of the unauthorised person.
Do not attempt to apprehend or interfere with the unauthorised person, except in case of self-protection.
If possible, get a good description of the person. Note height, weight, sex, colour, approximate age, clothing, method and direction of travel, and name if known. If the criminal is entering a vehicle, note the license number, make, model, colour, and any other outstanding characteristics.
Telephone the police/parents.
A full written report is to be forwarded to management as soon as possible.

**UNDER NO CIRCUMSTANCES SHOULD ANY UNNECESSARY RISK BE TAKEN**

HOSTAGE SITUATION

In the event of the premises being under siege, the following procedure must be followed:

Remain calm.
Remain with the members at all times.
Protect members from possible dangers. Do not aggravate the perpetrator.
Alert emergency services if opportunity arises, and is SAFE to do so.
Evacuate members and staff ONLY when it is safe to do so.
When emergency is over, contact management immediately, who will call all emergency contacts of members.
A full written report is to be forwarded to management as soon as possible.

MISSING CHILD

In the event of a child missing from the premises, the following procedure must be followed:-

Ensure the rest of the class is safe (do not leave them unsupervised)
Check immediate areas, including all inside, outside and adjoining areas.
Telephone child’s parents to check/inform of their whereabouts
Telephone Police and provide:

Child’s name
Address
Time noticed missing

A full written report is to be forwarded to management as soon as possible.

ROBBERY

· Contact the most senior coach present who will take details and phone the local police.

· A follow up will be conducted by the Managing Director within 7 days, or as soon as practical, to find a possible solution/s to preventing any future similar incidents.

· Submit a written report to the Managing Director as soon as possible. Ensure that all witness details available are recorded.

· Any questions relative to the robbery should be directed to the Managing Director.

ROLES AND RESPONSIBILITIES

Managing Director is responsible for overall emergency plan policy is been implemented.
Managing Director makes sure staff are educated and promptly informed of the emergency procedures.
Managing Director is to organise trainings for emergency situations.
Most senior coach in the gym is to be warden officer at a time of emergency.
All other staff shall exactly follow emergency procedures.

EMERGENCY CONTACT LIST

You should ensure up-to-date lists of the telephone numbers of emergency personnel and organisations are clearly displayed near front counter. Key emergency personnel and organisations to be included on such a list are:

The nearest Ambulance, Fire and Police service.

The nearest Doctor and Dentist with whom arrangements have been made for emergency care.

The nearest Hospital with an accident and emergency department.
The poisons information centre.

EMERGENCY NUMBERS

AMBULANCE 000

FIRE 000

POLICE 000

BLUE MOUNTAINS HOSPITAL 4784 6500

POISONS 13 11 26

Mid Mountains CrossFit Injury Procedures

In the event of an injury or other accident at Mid Mountains CrossFit, the following steps will be followed:

INJURY REPORT FORM:

An Injury Report Form must be completed for anyone that is injured during a Mid Mountains CrossFit training session, activity or use of Mid Mountains CrossFit’s services, no matter how minor the injury.

If an accident occurs:

Stop the class, event or work and prevent any injured participants from moving or being harmed by further activity;
Ensure the rest of the class is safe (give responsibility for your group to another coach to remove from the accident site) and remain at all times with the injured person; and
Request assistance from the First Aid Officer (most senior qualified First Aid personnel) to assess the nature of the injury and give directions regarding treatment.

Talk to the participant:

What happened?
How did it happen?
What did you feel?
Where does it hurt?
Have you injured this part before?

Observe the participant:

Is the participant distressed?
Is the participant lying in an unusual position?
Is there any swelling?
Is there any difference when compared to the opposite limb?

In the event of minor injury:

Administer first aid – Rest, Ice, Compression and Elevation (RICE), gloves must be worn if blood is present;
Notify parent/guardian at the conclusion of the class, or as soon as possible;
When talking to parent/guardian, do not make any diagnosis other than the obvious (e.g. Jane hurt her leg) and do not accept or place blame for the accident on anyone or anything; for example, equipment.

In the event of major injury:

Check Danger, Response, Airway, Breathing and Circulation (DR ABC) and administer first aid as required;
Do not move the participant if there is a suspected neck or spinal injury, unless there is a risk to life present (e.g., falling debris, fire, explosion);
Stay with the participant and keep them as calm and comfortable as possible;
If the seriousness of the injury requires, call an ambulance;
Telephone the parents/emergency contact and inform them of the situation, trying not to alarm them unnecessarily.
When talking to parents, do not make any diagnosis other than the obvious (e.g. Jane hurt her leg) and do not accept or place blame for the accident on anyone or anything; for example, equipment.

Roles & Responsibilities

COACH / STAFF

Remain with participant until assistance is provided;
Make contact with relevant emergency services;
When in communication with ambulance, provide details regarding the nature of the injury, address and phone number you are calling from and address where injured party is;
Talk to parent/guardian as soon as possible;
Follow up with injured participant and parent/guardian; &
Complete relevant sections of Injury Report Form.

FIRST AID OFFICER

Provide assistance as most qualified first aid present;
Review medical form and determine appropriate treatment response; &
Complete relevant sections of Injury Report Form.
Submit the Injury Report Form to the Managing Director at the conclusion of event, function or activity. Ensure that all witness details available are recorded.
Photocopy the Injury Report Form and place a copy in the relevant Event Folder and the original in the Accident Report File within 48 hours.
Complete a quarterly report on all accidents / injuries.

OTHER INFORMATION

Any questions relative to Injury Reports should be directed to the Managing Director.
The original form must never be removed from Mid Mountains CrossFit.
Information on the Accident Database will be utilised for Quarterly Reporting purposes for identifying injury prevention.

Mid Mountains CrossFit Information Management Policy

Information Management

Mid Mountains CrossFit is committed to maintaining a professional information management system and ensuring that all client’s personal information is kept confidential.

Client Information

We use a business management software called Mindbody to store any personal information for clients. Only the Managing Director and Exercise Physiologist has access to this system.

All hard copies of client details, documents, programming and service agreements are kept in a filing cabinet which only the Managing Director and Exercise Physiologist has access to.

The Mid Mountains CrossFit Management and administration will keep confidential the names and details of all information unless disclosure is necessary as part of the disciplinary or corrective process in the event of a breach of policy.

All our policies are available on our website (www.midmountainscrossfit.com/policies/) and clients are encouraged to read through our Privacy Statement prior to commencing the service.

Privacy Statement

Mid Mountains CrossFit is committed to providing you with the highest levels of service. This includes protecting your privacy.

From 21st December 2001, we will be bound by the new sections of the Commonwealth Privacy Act 1988, which sets out a number of principles concerning the protection of individual's personal information.

The aim of these new laws is to ensure that organisations handle personal information responsibly and provides a consistent approach to its collection, use and disclosure. These new laws also give the individual new rights such as access to their personal information and the ability to correct it, if needed.

Our Privacy Statement contains the following important information the Privacy Act requires us to communicate to all of our customers, regarding the use of your personal information:

What is personal information?;
How we collect personal information;
How we use personal information;
When we disclose personal information;
Storage and security of personal information;
Accuracy of personal information;
Access to personal information.

What is Personal Information

Personal information is information about an individual who can be identified, or whose identity could be reasonably ascertained, from the information.

How we Collect Information

To deliver and enhance the services offered by Mid Mountains CrossFit, certain personal information is collected.

Mid Mountains CrossFit collects personal information from you that you volunteer when:

You register to use our services;
You purchase equipment from us;
You request information from us;
You provide information to one of our staff;

How we use Personal Information

We will only collect information that is necessary for us to carry out our primary purpose of providing our services.

Your personal information may be used in order to:

Provide the services you require;
Internal accounting and administration;
Regulatory reporting and compliance;
Helping us to identify and inform you about other products or services that may be of benefit to you.

If we send you any information about services or products you do not require, or you do not want us to disclose personal information to any other organisation (including related organisations) you can advise us accordingly by writing to our manager. If you do not advise us otherwise, you confirm agreement on your own behalf and/or on behalf of others you represent.

If you choose not to provide personal information, we may not be able to provide you with the services you require, or the level of service on which we pride ourselves.

When we Disclose Personal Information

We disclose personal information to other organisations that we believe is necessary to assist in providing our services. The organisations to which we disclose information include:

Outsourced service providers who manage the services we provide to you, including:
Insurers;
The National Disability Insurance Scheme (NDIS);
NDIS Quality and Safeguards Commission;
Our professional advisors, including our accountants, auditors and lawyers.

Government and regulatory authorities and other organisations, as required or authorised by law.

We limit the use and disclosure of any personal information provided by us to such organisations for the specific purpose for which we supplied it.

When you provide us with personal information about other individuals, we rely on you to have made them aware that you will or may provide their information to us, the purposes we use it for, the types of third parties we disclose it to and how they can access it. This is extremely important for fitness centres providing the personal information of their members.

Storage and Supply of Personal Information

Mid Mountains CrossFit stores personal information on a computer database. Your personal information may be held in both paper file and computer file form. We have implemented measures of a reasonable nature to ensure that all personal information about you is securely stored from misuse, loss and unauthorised handling.

Accuracy of Personal Information

We take reasonable steps to ensure that whenever we collect, use or disclose personal information that it is accurate, complete and up to date.

Access to Personal Information

You have a right to access your personal information, subject to some exceptions allowed by law. If you would like to do so, you can gain access to your personal information by contacting our manager or by writing to Mid Mountains CrossFit. Alternatively, you may also advise us at any time about possible breaches of privacy, or inaccurate, incomplete personal information, that may have changed.

Mid Mountains CrossFit Complaint Handling Policy

1. Introduction

1.1 Purpose

This policy is intended to ensure that we handle complaints fairly, efficiently and effectively.

Our complaint management system is intended to:

enable us to respond to issues raised by people making complaints in a timely and cost-effective way
boost public confidence in our administrative process, and
provide information that can be used by us to deliver quality improvements in our products,services, staff and complaint handling.

This policy provides guidance to our staff and people who wish to make a complaint on the key principles and concepts of our complaint management system.

1.2 Scope

This policy applies to all staff receiving or managing complaints from the public made to or about us, regarding our products, services, staff and complaint handling.

Staff grievances, code of conduct complaints (for local councils) and public interest disclosures are dealt with through separate mechanisms.

1.3 Organisational commitment

This organisation expects staff at all levels to be committed to fair, effective and efficient complaint handling. The following table outlines the nature of the commitment expected from staff and the way that commitment should be implemented.

2. Terms and Definitions

Complaint

Expression of dissatisfaction made to or about us, our products, services, staff
or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.

A complaint covered by this Policy can be distinguished from:

staff grievances [see our grievance policy]
public interest disclosures made by our staff [see our internal reporting policy]
code of conduct complaints [see our code of conduct]
responses to requests for feedback about the standard of our service provision [see the definition of ‘feedback’ below]
reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response [see definition of ‘feedback]
service requests [ see definition of ‘service request’ below], and
requests for information [see our access to information policy].

Complaint management system

All policies, procedures, practices, staff, hardware and software used by us in the management of complaints.

Dispute

An unresolved complaint escalated either within or outside of our organisation.

Feedback

Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly, to or about us, about our products, services or complaint handling where a response is not explicitly or implicitly expected or legally required.

Service request

Requests for approval,requests for action,routine inquiries about the organisation’s business,

requests for the provision of services and assistance, reports of failure to comply with laws regulated by the organisation, requests for explanation of policies, procedures and decisions.

Grievance

A clear, formal written statement by an individual staff member about another staff member or a work related problem.

Policy

A statement of instruction that sets out how we should fulfill our vision, mission and goals.

Procedure

A statement or instruction that sets out how our policies will be implemented and by whom.

Public interest disclosure

A report about wrong doing made by a public official in New South Wales that meets the requirements of the Public Interest Disclosures Act 1994.

3. Guiding principles

3.1 Facilitate complaints

People focus

We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, products and complaint handling.

Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame.

People making complaints will be:

provided with information about our complaint handling process
provided with multiples and accessible ways to make complaints
listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
provided with reasons for our decision/s and any options for redress or review.

No detriment to people making complaints

We will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf.

Anonymous complaints

We accept anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.

Accessibility

We will ensure that information about how and where complaints may be made to or about us is well publicised. We will ensure that our systems to manage complaints are easily understood and accessible to everyone, particularly people who may require assistance.

If a person prefers or needs another person or organisation to assist or represent them in the making and/ or resolution of their complaint, we will communicate with them through their representative if this is their wish. Anyone may represent a person wishing to make a complaint with their consent (e.g. advocate, family member, legal or community representative, member of Parliament, another organisation).

No charge

Complaining to us is free.

3.2 Respond to complaints

Early resolution

Where possible, complaints will be resolved at first contact with Mid Mountains CrossFit.

Responsiveness

We will promptly acknowledge receipt of complaints.

We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.

We are committed to managing people’s expectations, and will inform them as soon as possible,
of the following:

the complaints process
the expected time frames for our actions
the progress of the complaint and reasons for any delay
their likely involvement in the process, and
the possible or likely outcome of their complaint.

We will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).

We will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay.

Objectivity and fairness

We will address each complaint with integrity and in an equitable, objective and unbiased manner.

We will ensure that the person handling a complaint is different from any staff member whose conduct or service is being complained about.

Conflicts of interests, whether actual or perceived, will be managed responsibly. In particular, internal reviews of how a complaint was managed will be conducted by a person other than the original
decision maker.

Responding flexibly

Our staff are empowered to resolve complaints promptly and with as little formality as possible. We will adopt flexible approaches to service delivery and problem solving to enhance accessibility for people making complaints and/or their representatives.

We will assess each complaint on its merits and involve people making complaints and/or their representative in the process as far as possible.

Confidentiality

We will protect the identity of people making complaints where this is practical and appropriate.

Personal information that identifies individuals will only be disclosed or used by Mid Mountains CrossFitas permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.

3.3 Manage the parties to a complaint

Complaints involving multiple agencies

Where a complaint involves multiple organisations, we will work with the other organisation/s where possible, to ensure that communication with the person making a complaint and/or their representative is clear and coordinated.

Subject to privacy and confidentiality considerations, communication and information sharing between the parties will also be organised to facilitate a timely response to the complaint.

Where a complaint involves multiple areas within our organisation, responsibility for communicating with the person making the complaint and/or their representative will also be coordinated.

Where our services are contracted out, we expect contracted service providers to have an accessible and comprehensive complaint management system. We take complaints not only about the actions of our staff but also the actions of service providers.

Complaints involving multiple parties

When similar complaints are made by related parties we will try to arrange to communicate with a single representative of the group.

Empowerment of staff

All staff managing complaints are empowered to implement our complaint management system as relevant to their role and responsibilities.

Staff are encouraged to provide feedback on the effectiveness and efficiency of all aspects of our complaint management system.

Managing unreasonable conduct by people making complaints

We are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time our success depends on:

our ability to do our work and perform our functions in the most effective and efficient way possible
the health, safety and security of our staff, and
our ability to allocate our resources fairly across all the complaints we receive.

When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects us and will support our staff to do the same in accordance with this policy.

For further information on managing unreasonable conduct by people making complaints please see [either our policy on managing unreasonable conduct by people making complaints OR the Ombudsman’s Managing Unreasonable Complainant Conduct Model Policy 2012].

4. Complaint management system

4.1 Introduction

When responding to complaints, staff should act in accordance with our complaint handling procedures as well as any other internal documents providing guidance on the management of complaints.
Staff should also consider any relevant legislation and/or regulations when responding to complaints and feedback.

The five key stages in our complaint management system are set out below.

4.2 Receipt of complaints

Unless the complaint has been resolved at the outset, we will record the complaint and its supporting information. We will also assign a unique identifier to the complaint file.

The record of the complaint will document:

the contact information of the person making a complaint
issues raised by the person making a complaint and the outcome/s they want
any other relevant and
any additional support the person making a complaint requires.

4.3 Acknowledgement of complaints

We will acknowledge receipt of each complaint promptly, and preferably within (specify number) of working days.

Consideration will be given to the most appropriate medium (e.g. email, letter) for communicating with the person making a complaint.

4.4 Initial assessment and addressing of complaints

Initial assessment

After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the
complaint is/are within our control. We will also consider the outcome/s sought by the person making
a complaint and, where there is more than one issue raised, determine whether each issue needs to
be separately addressed.

When determining how a complaint will be managed, we will consider:

How serious, complicated or urgent the complaint is
Whether the complaint raises concerns about people’s health and safety
How the person making the complaint is being affected
The risks involved if resolution of the complaint is delayed, and
Whether a resolution requires the involvement of other organisations.

Addressing complaints

After assessing the complaint, we will consider how to manage it. To manage a complaint we may:

Give the person making a complaint information or an explanation
Gather information from the product, person or area that the complaint is about, or
Investigate the claims made in the complaint.

We will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and take into account any statutory requirements.

4.5 Providing reasons for decisions

Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them:

the outcome of the complaint and any action we took
the reason/s for our decision
the remedy or resolution/s that we have proposed or put in place, and
any options for review that may be available to the complainant, such as an internal review, external review or appeal.

If in the course of investigation, we make any adverse findings about a particular individual, we will consider any applicable privacy obligations under the Privacy and Personal Information Protection Act 1998and any applicable exemptions in or made pursuant to that Act, before sharing our findings with the person making the complaint.

4.6 Closing the complaint, record keeping, redress and review

We will keep comprehensive records about:

How we managed the complaint
The outcome/s of the complaint (including whether it or any aspect of it was substantiated, any recommendations made to address problems identified and any decisions made on those recommendations, and
Any outstanding actions that need to be followed up.

We will ensure that outcomes are properly implemented, monitored and reported to the complaint handling manager and/or senior management.

4.7 Alternative avenues for dealing with complaints

We will inform people who make complaints to or about us about any internal or external review options available to them (including any relevant Ombudsman or oversight bodies).

4.8 The three levels of complaint handling

Level 1 - Frontline complaint handling and early resolution of complaints.

Level 2 - Internal review of complaints and/or complaint handling (may include further investigation of issues raised and use of Alternative Dispute Resolution options).

Level 3 - External review of complaints and/or complaint handling by organisations.

We aim to resolve complaints at the first level, the frontline. Wherever possible staff will be adequately equipped to respond to complaints, including being given appropriate authority, training and supervision.

Where this is not possible, we may decide to escalate the complaint to a more senior officer within Mid Mountains CrossFit. This second level of complaint handling will provide for the following internal mechanisms:

assessment and possible investigation of the complaint and decision/s already made, and/or
facilitated resolution (where a person not connected with the complaint reviews the matter and attempts to find an outcome acceptable to the relevant parties).

Where a person making a complaint is dissatisfied with the outcome of Mid Mountains CrossFit’s review of their complaint, they may seek an external review of our decision (by the Ombudsman for example).

5. Accountability and learning

5.1 Analysis and evaluation of complaints

We will ensure that complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis.

Regular reports will be run on:

the number of complaints received
the outcome of complaints, including matters resolved at the frontline
issues arising from complaints
systemic issues identified, and
the number of requests we receive for internal and/or external review of our complaint handling.

Regular analysis of these reports will be undertaken to monitor trends, measure the quality of our customer service and make improvements.

Both reports and their analysis will be provided to Mid Mountains CrossFit’s directors and senior management for review.

5.2 Monitoring of the complaint management system

We will continually monitor our complaint management system to:

ensure its effectiveness in responding to and resolving complaints, and
identify and correct deficiencies in the operation of the system.
Monitoring may include the use of audits, complaint satisfaction surveys and online listening tools and alerts.

5.3 Continuous improvement

We are committed to improving the effectiveness and efficiency of our complaint management system. To this end, we will:

support the making and appropriate resolution of complaints
implement best practices in complaint handling
recognise and reward exemplary complaint handling by staff
regularly review the complaints management system and complaint data, and
implement appropriate system changes arising out of our analysis of complaints data and continual monitoring of the system.

Contact Us

For further information about any of our policies, please contact us at info@midmountainscrossfit.com

ins CrossFit Code of Conduct