2. Managing Complaint Managers
Users holding a Complaint Manager officer position must be allocated in Surfguard before they can view or handle reports in the Reporting System. Each club is able to nominate up to three (3) Complaint Managers for this purpose. This setup can be completed in the “Officers” section for the relevant club, branch or state in Surfguard. Typically, Surfguard Registrars or Club Secretaries have access to allocate these positions.
Should there be any issue with using the Reporting System, please log a support ticket at https://help.sls.com.au.
2.1 Allocating Complaint Manager Officer Positions
For a Complaint Manager to be assigned as an officer, they must have an active Surfguard member profile with the following fields completed: First Name, Last Name, Date of Birth, Email and Mobile Number. They must also have a Members Area account to log in with as the same credentials will be used to log in and manage reports in the Reporting System. This account may need to be created if one doesn’t yet exist or they have not previously had access to the SLSA Members Area.
When logged into Surfguard, you will see under Org Management the middle option ‘Officers’. Click through to this option and the club’s organisational management and assigned officers will appear. Scroll down to the Complaint Manager items and select ‘New’ to add in a Complaint Manager. Follow this process for any other Complaint Managers you want to set up:
If a name that is currently listed against a Complaint Manager position is no longer current or correct, then simply click new against that position and select the new officer from their profile and ensure the dates in the position do not overlap.
Then complete the new officer form:
If the officer you want to assign is not listed in the dropdown, they may not be a registered member for the selected organisation. Check you are viewing officers for the correct organisation:
If your SLS entity does not have any Complaint Managers listed in the Complaint Managers 1, 2 or 3 position, you will not be notified of Complaints or Child Safe matters that are lodged at your SLS entity. You should have at least one, but preferably 2 or 3, active Complaint Managers for your organisation at all times.
If ‘Complaint Manager 1’ does not appear on the list in the Officer section, select ‘Setup Officer Position Synonyms’ at the top of the page (<< Is this necessary? Should these positions not exist for all clubs by default?)
Transfers
Where the user who is to become a club’s Complaint Manager does not belong to that club, they can be added to the club by way of a transfer. Refer to the Surfguard User Guide for more details.
2.2 Organisation Hierarchy and Complaint Manager Access
A registered Surfguard member can be assigned the role of Complaint Manager at one more organisational entities; be they club, branch, state or national level. As a Complaint Manager for an organisation, they will full access to any reports involving their organisation.
For most situations however, a branch-level or state-level Complaint Manager will not be assigned the CM role at any child organisations so that they may have access to reports from all organisations below their organisation:
In the example above, “CM A” has been assigned as Complaint Manager at the National level only and for no other organisations below it. They will have access to all reports across the entire organisation structure.
“CM B” will have access to all State 1 reports, as well as all Branch 1 & 2 reports, including those for Clubs 1, 2 and 3, but not Branch 3 or Club 4.
“CM C”, “CM D” and “CM E” will have access only to their own clubs’ reports.
All branch and state Complaint Managers will receive email notifications for any new reports lodged in their respective branches and clubs. See Notification of New Reports for more details.
Multi-club Complaint Managers
A member can be a Complaint Manager at any or all levels, as well as in multiple organisations across the same level but their access to other organisation works differently. In the example below, “CM 1” is a
Complaint Manager for State 1 as well as for Club 1 and Club 4:
This will give them access to any reports that involve Club 1 or Club 4. As a State 1 Complaint Manager, they will also have access to any reports involving State 1 directly, but NOT for reports involving Branch 1 or Branch 2, or Club 2 or Club 3.