Board Members: Complaint Process & Record Keeping

Complaint processes protect the minors in your care. They provides filters for potential harm.

We've all had that thought in those high profile cases in youth sports - how can abuse go on for so long without anyone knowing?

There are a number of reasons: The Halo Effect (it couldn't be a person I know or my kids plays for). Kids being fearful of reporting incidents or getting an adult in trouble. Not talking to the youth membership (they know what's going on before anyone else). And non-compliant, sloppy and non-objective complaint processes, that don't consider paper trails and whole pictures

As volunteers and leaders in minor hockey, board members are not just stewards of sport — they are legally responsible for maintaining fair, transparent, and accountable governance. That includes how your association handles complaints.

Across Canada, provincial laws like Alberta’s Societies Act, BC’s Societies Act, and Ontario’s Not-for-Profit Corporations Act (ONCA) all place legal expectations on board members regarding documentation, transparency, and due process.

And here’s the kicker: If your association fails to document complaints or follow a consistent process, you’re risking kids under your care And you’re risking legal liability.

Why This Matters

🔹 A single mishandled complaint — especially involving coach conduct, bullying, or safety — can spiral into lawsuits, insurance claims, or provincial sport body investigations.

🔹 Poor recordkeeping = poor protection. For you, the board, and your volunteers.

🔹 Records are a CYA (Cover Your Assets) requirement. Not a nice-to-have — a need-to-have.

Example: Record Retention Bylaw (Alberta)

Under the Societies Act of Alberta, boards must retain records like:

• Board minutes — Permanently

• Financial and legal documents — 7 years

• Complaints and related correspondence — 3+ years

Failure to do so could mean breaching your duties as a director, especially if harm results from inaction.

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✅ Complaint Process Checklist for Board Oversight

Here’s a simple checklist to audit your current process. If you're missing more than one of these, it's time for action:

✔️	Item	Notes
☐	Written Complaint Policy	Does it outline timelines, roles, and confidentiality expectations?
☐	Conflict of Interest Clauses	Do board-member coaches step back from complaint oversight?
☐	Neutral Oversight Mechanism	Is there a third-party or ethics panel in place to manage sensitive cases?
☐	Clear Retention Schedule	Are complaint records securely stored for at least 3 years?
☐	Complainant & Respondent Communication	Do both parties get written follow-up and closure?
☐	Policy Review Schedule	Are complaint and retention policies reviewed at least every 2 years?
☐	Investigations	Are all complaints taken seriously until proven false? Are the kids consulted? Are past complaints reviewed to look for patterns?

Protect your volunteers. Protect your players. Protect yourselves.