All complaints are to be made in writing to the General Manager of the Club who will refer the matter to the Board of Management within seven days.
No member of the club shall directly reprimand an employee of the Berwick Montuna Golf Club.
CODE OF CONDUCT AND DISCIPLINARY PROCEDURES
This Code of Conduct is to be read in conjunction with the Berwick Montuna Golf Club Constitution and its purpose is to provide for the enjoyment of all Club facilities by all Members, Members’ Guests and visitors; and to ensure professionalism by and towards all employees.
This Code of Conduct shall come into operation on 1st September 2002.
To offer the best possible golf course and facilities at the best possible price.
To ensure that the Objects of the Club are carried out.
Customer Relations Policy
It is of great importance to the Board of Directors that employees of the Berwick Montuna Golf Club treat Members, Members’ Guests and Visitors in the appropriate manner. The Club expends considerable time and money to attract Members and Visitors to patronise the facilities and it is the employee’s responsibility to ensure they are treated with complete courtesy and professionalism during their visit.
Remember first and foremost we are a service industry. Every person served is an important customer whether it is the Club President, a Life Member or a first time Visitor. Treat them all with courtesy and professionalism. Employees will be well informed and trained to the Club’s standards in regard to customer service. If any employee is uncertain as to these standards they must refer to their Contract or, for employees without a contract, please refer to the Employee Induction Manual, or contact you immediate supervisor. Wilful misconduct in regards to the Customer Relations Policy will lead to disciplinary action, up to and including dismissal. All employees must obey any relevant clauses in the Berwick Montuna Golf Club Constitution and should be aware of Article 32 Complaints. The procedure for complaints as stated in the Constitution must be followed. Rumours are just that. During your employment you may hear some rumours. Traditionally this information is more misleading than informative and often causes individuals unnecessary hardship and concern. To avoid this, always obtain accurate information from your Supervisor or the Club Manager
Members of the Board
The Board Members are elected to set policy and to control the overall management of the Club including:
- The general control and trading activities of the Club.
- The control of the Club premises.
- The conduct of all Members.
- The privileges to be enjoyed by each category of membership.
- The relationship between Members and all Club employees.
- All such matters as are commonly the subject matter of Club Rules and By-Laws.
- Arbitration in any matters of conflict.
- Disciplining any breaches of Club Rules and By-Laws.
Each Board Member has specific duties as stated in the Club Constitution and each Board Member must follow the Constitution at all times.
Each and every Member is bound by the Club Constitution, and any Rules or By-Laws passed by a General Meeting or the Board of Directors. Every Member when playing in any and all Club competitions, or when in the Clubhouse, must at all times:
- Respect the game of Golf
- Maintain the highest degree of sportsmanship
- Maintain the highest standards of behaviour and etiquette
- Endeavour to always comply with the Rules of Golf and their interpretations
- Comply with any instructions from the Club Captain
- Comply with the Club’s dress code
- Report any breach of any Club Rules or By-Laws that they believe may have been committed
- All Members must treat any other Member, Members’ Guest, Visitors to the Club and all employees with respect
The conduct of any Member’s Guest is the responsibility of that Member. Any contractor who is employed to do any work at the Club must read and agree to the Contractors Handbook before work can commence. This is the responsibility of the Manager or the supervisor in charge of that contractor. Any Staff Member or Employee of the Club that sub-contracts work to others is responsible for the conduct of those sub-contractors. Breaches of Club Rules or By-Laws by any of the above Visitors, Contractors or Sub-Contractors will result in disciplinary action against the person who is deemed responsible for them.
Discipline of Employees
All employees will be disciplined in accordance with the Award under which they are employed and paid.
Discipline of Members of the Board of Directors
Members of the Board of Directors will be disciplined, suspended or expelled from the Board and/or the Club in accordance with the Public Companies Act. The exception shall be where penalties apply under the Rules of Golf as detailed in the current Rules of Golf.
Discipline of Members
Categories of Misconduct
Types of Disciplinary Action
- Suspension of One Month
- Suspension of Two Months
- Suspension of Three Months
- Suspended Disciplinary Action for Six Months
- Suspended Disciplinary Action for Nine Months
- Suspended Disciplinary Action for Twelve Months
- Any Suspension combined with any Suspended Disciplinary Action
Examples of Misconduct
- Abuse and/or harassment of employees
- Threaten physical abuse of employees
- Actual physical abuse of employees
- Abuse and/or harassment of Board or Sub-committee members
- Threaten physical abuse of Board or Sub-committee members
- Actual physical abuse Board or Sub-committee members
- Abuse and/or harassment of members, visitors or guests
- Threaten physical abuse of members, visitors or guests
- Actual physical abuse of members, visitors or guests
- Failure to obey verbal or written instructions.
- Conduct which is likely to bring the Club, members and/or employees into disrepute
- Actions which cause, or are likely to cause damage or dangerous situations to Club property or members.
- The Board of Directors is notified in writing by the complainant who the complaint is about, the nature of the complaint, and any witnesses.
- The General Manager will notify in writing the person about whom the complaint has been made that a complaint has been lodged, and given a copy of the complaint.
- An Ad-hoc Sub-committee is appointed by the Board to investigate the complaint. The Sub-committee shall consist of two Board members and one full member who is not a Board member. The members of the appointed Sub-committee must not be a party to the complaint either as the complainant or a possible witness. One member of the Sub-committee will be selected as Convenor.
- The Board of Directors will issue to the Sub-committee the Terms of Reference under which the complaint will be investigated.
- The Convenor will organise interviews with all parties and witnesses.
- The Sub-committee will determine the category of the misdemeanour and make a recommendation to the Board of Directors as to the type of disciplinary action, if any, should be taken.
- The Board of Directors decides on the type disciplinary action.
- The General Manager will notify the member in writing the decision of the Board of Directors. The right of appeal and the procedure for appeal must be included.
Consideration must be given to:
Any previous disciplinary action taken by the Board of Directors in previous cases of a similar nature.
Previous misdemeanours recorded against the member.
- The member must notify the Club of their intention to appeal a decision in writing.
- The written appeal request must be received by the Club’s General Manager no later than 14 days after the date of the letter notifying the member of the Board of Director’s decision. The Club will resolve the appeal no later than 28 days after receiving the appeal request by issuing a letter informing the member of their appeal outcome. This letter must state that there is no further right of appeal once the original appeal has been heard and resolved.
- An independent ad-hoc Sub-committee will be appointed by the Board to investigate and review all of the evidence considered during the initial investigation, as well as any new evidence. The Sub-committee shall consist of two Board members and one full member who is not a Board member. The members of the appointed Sub-committee must not have sat on the initial investigation, nor may they be a party to the complaint either as the complainant or a possible witness. One member of the Sub-committee will be selected as Convenor.
- The Board of Directors will issue to the Sub-committee the Terms of Reference under which the appeal is to be heard.
- The Convenor will organise interviews with all parties and witnesses.
- The Sub-committee will then determine the validity of the appeal and make a recommendation to the Board of Directors.
- The Board of Directors will then consider the recommendation submitted by the Sub-committee and either ratify the original decision, or implement an alternative action. This alternative action is at the sole discretion of the Board of Directors, may be of a harsher nature than the original decision, and may not be subject to further appeal.
- The General Manager will notify the member in writing of the final decision of the Board of Directors.