Complaints Handling Policy

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Updated on 22 April 2025

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1. Purpose
The purpose of the Complaints Handling Policy is to help us in providing a safe, respectful, transparent, and consistent approach to addressing all concerns within the unique context of KinkZone (KZ). Our goal is to foster trust and continuously improve our services by responding to complaints promptly and professionally. By implementing this policy, we aim to uphold our commitment to creating a safe, inclusive, and positive environment for everyone who owns, works for or attends KZ, while protecting our reputation and supporting the sustainability of our business.

2. Scope
•    This policy applies to all individuals involved with KZ including KZ Committee, KZ staff, members and their guests.

3. Definitions
•    Complaint: Any expression of dissatisfaction, whether oral or written.
•    Anonymous Feedback: Information provided without identifying the person.

•    Safe space/environment:  A venue where a member is not likely to be harmed.

4. Complaint procedure overview
•    Receiving Complaints: Complaints can be submitted in person, via email, or through a designated complaint form.
•    Acknowledgment: Complaints will be acknowledged by KZ Committee within 48 hours of receipt at the committee.
•    Investigation: An investigation will be undertaken and may include discussion with all relevant parties. KZ Committee may discuss the issue with Community Advisory Team. For complex complaints, a member of CAT will assist in the investigation. 
•    Outcome: The outcome of the investigation will be provided within the timeframe agreed by KZ and the complainant, or with the goal of 28 days of receiving the complaint, whichever comes first. If delays occur due to unforeseen circumstances, KZ will communicate the reasons for the delay to the complainant and respondent(s) to provide an updated timeframe for the outcome. all individuals involved in this complaints process acknowledges that everyone involved in the investigation and outcome determinations are volunteers, we do appreciate patience as we try to achieve these goals.
•    Appeal: If the complainant or respondent is not satisfied with the resolution, they can appeal within 7 days.
•    All parties involved and those interviewed are entitled to have a support person present during any discussions or meetings related to the complaint. The support person can provide emotional support, assist in understanding the process, and help articulate concerns or responses, however they cannot answer for the member while acting as a support person.
•    Improvements and lessons learned from complaints will be communicated (in an appropriate manner) to KZ staff to help us in providing continuous improvement and maintain a safe and positive environment for our staff, members and their guests.

•    As a complainant, you have no control of the decision that was made or entitlement of information based on the outcome.

5. Sanctions
•    Sanctions are designed to deter the individual from repeating the behaviour and to send a message that the conduct undertaken is unacceptable.

•    This section outlines the common measures that may be imposed in response to upheld complaints, ensuring accountability and fostering a safe and respectful environment for all , KZ Committee, staff and members.
•    In cases where a complaint is upheld, appropriate sanctions may be imposed to help with accountability and maintain a respectful and safe environment for members and staff.

•    Current Sanctions in force are reviewed on a semi-regular basis by the Committee to ensure they remain appropriate.

•    The severity of the sanction are determined in a nuanced and multifaceted way while remaining proportionate to the seriousness of the misconduct identified. This determination takes into account the character, antecedents, other information and facts received during the investigation.
•    Sanctions may include one or more of the following:
     o    Verbal Warning - An initial conversation to address the issue and explain the behaviour expected going forward.
     o    Written Warning - A written warning outlining the behaviour, its impact, and the required improvement.
     o    Mediation - Engaging in a mediation process to resolve the conflict and find a mutually acceptable solution.

     o    Suspension - Temporary suspension from KZ membership or participation in events for a specified period. KZ staff           may be removed from the staff roster for this period. 
     o    Restricted Access - Restriction of attendance at specific KZ events and/or the KZ venue in its entirety (may also                 including private events held at the KZ venue).
     o    Termination of Membership - Permanent revocation of membership and banning from future events.

•    Sanctions may be imposed back on a complainant but are reserved for cases of unreasonable complainant conduct.

•    Sanctions imposed on a member following a investigation into a member's guests misconduct will be determined in the same method for the member that brought the guest to the venue as described in our code of conduct.

6. Anonymous Feedback
•    An anonymous feedback form is available on the KZ website for members who wish to provide feedback without revealing their identity.
•    Anonymous feedback will be reviewed by the KZ Committee and appropriate actions will be taken to improve the overall environment.
•    General feedback, including positive feedback will be shared with KZ staff to help with continuous improvement and maintain a safe environment.

•    Anonymous complaints will be investigated to the best of KZ’s ability, with the understanding that the lack of identifying information may limit the extent or ability to conduct the investigation.

7. Police Involvement
•    In situations where there is police involvement, KZ will cooperate with law enforcement to the scope as required by law while maintaining respect for the rights and privacy of all individuals involved. 
•    Any complaints requiring police intervention will be documented appropriately. 
•    KZ Committee, staff, members and their guests must comply with any formally received lawful requests from authorities.

8. Criminal History
•    KZ is committed to fostering a safe, inclusive, and respectful environment for all individuals attending, including KZ Committee, staff, members and their guests. While past criminal history does not automatically disqualify participation, when becoming aware of concerns related to criminal records, the complaints process will be followed with a case-by-case basis, with consideration for safety, legal requirements, and community well-being. 
•    KZ may take reasonable steps, to help us in providing a safe, secure and positive environment for our members, guests, and staff. 
•    If a complaint involves criminal activity or raises concerns about an individual’s history, KZ may notify law enforcement where necessary and appropriate.

9. Confidentiality and Natural Justice
•    All complaints and feedback will be handled confidentially, and information will only be shared on a need-to-know basis.
•    All complaints will be addressed in accordance with principles of natural justice, ensuring fairness and impartiality throughout the investigation and resolution process.

10. Record Keeping
•    All complaints and their outcomes will be documented and stored securely by KZ, only accessible by authorised personnel (KZ Committee). A Summary of outcomes may be shared for supporting administrative operations and actions with administrative staff.

11. Policy Authority and Review
•    This policy was endorsed by KZ Committee on 22 April 2025. 
•    We may amend this policy from time to time to reflect changes to our complaints handling practices. If we make any material changes, we will notify by means of a prominent notice on the KZ website prior to the change becoming effective. 
•    Although we intend to observe this policy, it is not legally binding on KZ in any way. From time to time, we may regard it as necessary, desirable and/or reasonable to act outside the policy. 
•    We encourage you to regularly review this statement to inform yourself of any amendments.