BMHA Complaint Process (Brantford Minor Hockey Association)

PrintBMHA Complaint Process

Formal Process for Dealing with Parent/Family/Player Complaints

BMHA’s mission is to maximize the potential of all participants by providing high quality, fun, hockey programming. However, in a large association with well over 1,000 players and a season covering 7-8 months of the year, issues do arise from time to time.

This process is designed to formalize the steps that all parties are required to take when dealing with an issue. To ensure consistency and fairness, deviations from this process will not be accepted.


A Parent/Player that wishes to log a complaint about a coach or other person should observe the following:

  • The person with the complaint should clearly document the specific details surrounding the issue including dates, names, location, bystanders, and actions.

  • The complainant is expected to first raise the issue with the established Parent Rep for the team (in the case of Rep teams) or the Convenor (in the case of House League/Select).  

  • All parties are encouraged to wait 24 hours after the incident takes place but, if they feel strongly, they are permitted to contact the Parent Rep / Convenor at any time.  The Parent Rep / Convenor will use their discretion in terms of how to proceed.

  • If the complainant is not comfortable dealing with the Parent Rep on the issue or if a Parent Rep does not exist, they may log the details using the Complaint Form available on the BMHA website.   

  • Once the form is submitted, it will be forwarded to the Director of Parental Involvement with a copy to the applicable League Director (AAA, A/MD, HL).

  • Typically, additional information will be gathered including communications to the complainant and/or the Parent Rep and/or the coach.  

  • If resolution is not readily available, a meeting may be called by the Dir. of Parental Involvement at his/her discretion.  Solutions internal to the team will be proposed where possible.

  • Otherwise, if warranted, the Director will escalate the complaint to the Disciplinary Committee.  

  • This final escalation is a serious step.  Once escalated to the Disciplinary Committee, they are granted full discretion and authority to deal with the matter as they feel appropriate and they are empowered to take whatever steps are necessary to come to an appropriate resolution. In the absence of mitigating circumstances, BMHA will normally accept their recommendation as final.

  • If the final resolution determined by the Disciplinary Committee is not satisfactory to any of the parties involved, that party may formally appeal to the Board of Directors.  Note that unless there are unknown, material facts or mistakes, an appeal is unlikely to be successful.


Other Points to Note:

  • BMHA will always attempt to have the issue resolved within the team. Escalation to the Disciplinary Committee for resolution external to the team should be viewed as a last resort.

  • Recurring issues with the same parties or team that are referred to the Disciplinary Committee on a repeat basis will face increasing sanctions.

  • The Executive Committee of the Board will be briefed on all complaints but will only intercede in cases where the Association as a whole may be negatively affected or player safety is in jeopardy.

  • Complaints will only be accepted using a fully completed Complaint Form obtained from the BMHA website.  Unsolicited emails or other contacts to Board or Staff members will NOT lead to addressing of the complaint.

  • General complaints from parties unrelated to the team will not be considered under this process.

  • Anonymous complaint forms will be disregarded.

  • The Director of Parental Involvement or League Director may assign a delegate to deal with an issue at their discretion.

  • If the incident involves a potential criminal code violation then the police should be contacted immediately.

  • Members of the coaching staff should not be approached with a complaint less than 24 hours after the incident and coaches are entirely within their right to reject hearing a complaint logged within that time frame.  The Parent Rep / Convenor is the sole person that may contact the coach within the 24 hour period if they determine it is necessary at their sole discretion.

  • All AAA, A and MD teams are required to have a Parent Rep.  Parent Reps are to be selected by the family members of the team at the season opening parent meeting.  They should not be appointed by the coach.

  • If approached by anyone other than the Parent Rep to discuss a complaint, a coach should observe the 2-deep rule at all times and should not discuss issues without another person present under any circumstances.

  • Complainants must recognize that no sanctions will be applied until all sides of the matter have been heard and considered.

  • BMHA reserves the right to confidentially provide information gathered during this process to the Coach Selection Committee in evaluating coaching applications.

  • BMHA will, at all times, comply with requests from legal authorities to provide any and all information gathered under this process.

  • The Disciplinary Committee consists of 3-5 members of the public-at-large chosen by the BMHA Board.

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Printed from on Tuesday, February 20, 2018 at 6:44 AM