Complaints

Step 1: Immediate Reporting

If you have a complaint about any aspect of our service, please report it immediately by emailing us at [email protected]. Your email should include:

• Your name and contact information
• The name of the individual(s) involved
• A detailed description of the incident
• The date, time, and location of the incident

Step 2: Acknowledgement

We will acknowledge receipt of your complaint within 24 hours. This acknowledgement will confirm that we have received your complaint and outline the next steps in our investigation process.

Step 3: Preliminary Review

Our team will conduct a preliminary review of the complaint to determine its validity and seriousness. This may involve:

• Reviewing session logs
• Speaking with witnesses
• Consulting with the involved parties

If additional information is needed, we may contact you for further details.

Step 4: Formal Investigation

If the preliminary review finds that the complaint requires further investigation, a formal investigation will be initiated. During this stage:

• An investigator will be assigned to the case.
• The investigator will conduct in-depth interviews with all relevant parties.
• All evidence, including emails and witness statements, will be thoroughly examined.

Step 5: Resolution

Upon conclusion of the investigation, the investigator will compile a report detailing the findings and recommended actions. Possible outcomes may include:

• Mediation between the parties
• Disciplinary action against the involved individual(s)
• Policy or procedural changes to prevent future incidents

We will communicate the resolution within ten business days of completing the investigation. If the process takes longer, we will provide regular updates on the status of your complaint.

Step 6: Appeal

If you are not satisfied with the outcome, you have the right to appeal the decision. To initiate an appeal, please email us at [email protected] within five business days of receiving the resolution. Include:

• Your original complaint reference number
• The reasons for your dissatisfaction
• Any additional evidence or information you believe is relevant

A senior member of our team who was not involved in the initial investigation will review the appeal. The final decision will be communicated within ten business days of receiving the appeal.

Confidentiality

We treat all complaints with the utmost confidentiality. Information about your complaint will only be shared with individuals directly involved in the investigation and resolution process.

Retaliation

We strictly prohibit retaliation against individuals who file a complaint in good faith. If you believe you have experienced retaliation, please report it immediately, and we will take appropriate action.

Contact Information

For any questions or further assistance regarding the complaints procedure, please contact us at [email protected].

We are committed to ensuring a safe and respectful environment for everyone at Cricket Matters. Your feedback is valuable to us, and we appreciate your cooperation in helping us maintain our standards.