This Contact and Complaints Policy explains how athletes, parents, guardians, coaches, officials, spectators, vendors, and other attendees may contact Shotocup or raise concerns.
Policies
Contact and Complaints Policy
Effective Date: [Insert Date]
01Contact Email
General questions and complaints should be sent to:
02Matters You May Contact Shotocup About
You may contact Shotocup about:
- Event registration
- Payment questions
- Division corrections
- Name spelling corrections
- School name corrections
- Ranking questions
- Results corrections
- Refund requests
- Schedule questions
- Coach access
- Vendor requests
- Media concerns
- Privacy requests
- Accessibility requests
- Safeguarding concerns
- Conduct complaints
03Information to Include
To help Shotocup respond, include:
- Your full name
- Your email address
- Your phone number if needed
- Event name
- Athlete name if relevant
- Division if relevant
- School name if relevant
- Clear description of the issue
- Any receipt, screenshot, or document that helps explain the issue
04Registration Issues
Registration issues should be sent before the event where possible.
These include:
- Wrong division
- Wrong rank
- Wrong age group
- Misspelled name
- Missing school name
- Duplicate registration
- Payment concern
Shotocup will make reasonable efforts to correct registration issues before brackets are finalized.
05Results Corrections
Results correction requests should include:
- Event name
- Division name
- Athlete name
- Placement listed
- Correction requested
- Supporting details
Shotocup will review official brackets, score sheets, or event records where available.
Shotocup reserves the right to correct clerical errors.
06Conduct Complaints
Complaints about conduct should include:
- Date and event name
- Location within the venue
- Names of people involved if known
- Description of what happened
- Names of witnesses if known
- Any supporting evidence
Shotocup will review the complaint and decide what action is appropriate.
07Safeguarding Concerns
Concerns involving a child should be reported promptly.
If there is immediate danger, contact emergency services, venue security, police, or the proper authority first.
Safeguarding concerns may also be sent to:
08Privacy Requests
Privacy requests may include:
- Questions about personal information
- Request to correct personal information
- Request to remove certain information where appropriate
- Concern about photos or media
- Concern about use of contact details
Shotocup will review privacy requests in line with applicable Bermuda privacy law.
09Response Time
Shotocup will aim to respond within a reasonable time.
Response time may depend on:
- Event schedule
- Staff availability
- Complexity of the issue
- Need to review records
- Need to contact officials or third parties
10Complaints During an Event
During an event, urgent concerns should be raised with event staff at the registration desk or with event leadership.
Complaints must be made respectfully.
Abusive, threatening, or disruptive behavior may lead to removal from the venue.
11Final Decisions
Shotocup will review complaints fairly.
Shotocup decisions on event management, divisions, refunds, conduct, and results are final unless Shotocup decides further review is needed.
12Record Keeping
Shotocup may keep records of complaints, corrections, and outcomes for event administration, safety, legal, and accountability purposes.