Whitecaps London ensures all complaints are handled fairly, confidentially, and without bias, following clear procedures for reporting, hearings, and dispute resolution under Ontario Soccer Policy 15.0.
Whitecaps London encourages all members—including players, parents, coaches, and staff—to resolve issues respectfully and in good faith whenever possible, consistent with the Club Code of Conduct. However, the club recognizes that some matters require formal review and will ensure that all complaints are handled fairly, confidentially, and without bias.
As a private tribunal, Whitecaps London is a self-governing organization that derives its authority from its governing documents, including policies, procedures, and rules. All complaints are handled in accordance with principles of procedural fairness, ensuring that any individual affected by a decision has the right to know the case against them and an opportunity to respond.
Complaints involving potential breaches of confidentiality or other club policies must be submitted in writing to the Executive Director. Complaints of sexual abuse will be immediately reported to the police with the consent of the complainant. Criminal activities involving the club or its members will be reported to law enforcement without delay, regardless of whether a written complaint is filed.
Any complaint can be raised verbally at first, but it must be followed up in writing (letter or email) before action can be taken. Once a written complaint is received, the club will confirm its receipt and strike a Review Committee consisting of at least two directors or staff members to determine whether a hearing is necessary. Soccer game-related discipline issues are excluded from this process and must follow the standard league or association discipline and appeals procedures.
If a hearing is required, a Director or staff member will schedule it within ten (10) business days of receiving the complaint. Both the complainant and the individual(s) named will be notified and have the right to attend. Hearings may be conducted in person, through written submissions, or through other appropriate means depending on the nature of the case. Two Directors or staff members—who were not part of the original Review Committee—will conduct the hearing.
Following the hearing, the committee will deliberate privately and communicate its decision within ten (10) working days. Possible penalties include permanent suspension, temporary suspension, or probationary status. Decisions of the committee are final, and written reasons are not required due to privacy legislation.
Any individual facing criminal charges related to club activities will be immediately suspended pending the resolution of those charges. If convicted of an offense under the Criminal Code of Canada, the individual may be subject to suspension or removal from the club. A conviction related to sexual or physical abuse will result in a lifetime ban. Individuals disciplined for non-criminal violations under the club’s Zero Tolerance Policy may apply for reinstatement in writing one month prior to the end of their suspension.
Whitecaps London also supports the Ontario Soccer Association’s Dispute Resolution Policy (Policy 15.0). Dispute resolution involves the process of investigating and resolving formal complaints through fair review, education, and communication between parties. The OSA’s procedures for Policy 15.0 are available at www.ontariosoccer.net/governing-documents-dispute-resolution.
