Complaint Policy

Introduction

The purpose of this policy is to provide guidance to deal with a complaint, review or issue with a member’s certification or conduct, or to deal with a complaint, review or issue with an affiliate’s conduct (collectively referred to as a “Complaint”) to ensure the protection of the reputation and integrity of the policies, procedures, codes of conduct and standards of the Lifesaving Society – Ontario Branch (the “Society”).

Submitting a complaint, review or issue

Submitting a complaint or concern regarding a Lifesaving Society Member (instructor, lifeguard, etc.)

Who Should Submit

Affiliates, candidates, instructors, examiners, trainers, lifeguards, Lifesaving Society volunteers and general public.

How to Submit

Call: 416-490-8844

Email: experts@lifeguarding.com

Lifesaving Society Website – Contact Us

When to Submit

If you have a concern regarding a lifeguard, instructor, examiner, trainer, etc. it is important that this is brought forward for investigation.  Not all concerns will move forward to a certification review, some may be referred to the affiliate for discussion.

Examples that would warrant submitting a concern:

  • Falsifications of qualifications.
  • Certifying candidates who have not met the performance requirements as outlined by the Lifesaving Society.
  • Teaching or examining courses that the instructor, examiner or trainer is not certified to do.
  • Not following the policies and procedures as outlined by the Lifesaving Society.
  • Falsifying test sheet or worksheets content.

Refer the Member Certification Reviews in the document below for the full policy – Section 1

Submitting a complaint or concern regarding a Lifesaving Society Affiliate (the organization offering the program)

Who Should Submit

Affiliates, candidates, instructors, examiners, trainers, lifeguards, Lifesaving Society volunteers and general public.

How to Submit

Call: 416-490-8844

Email: experts@lifeguarding.com

Lifesaving Society Website – Contact Us

When to Submit

If you have a concern regarding an affiliate, it is important that this is brought forward for investigation.  Not all concerns will move forward to a certification review, some may warrant discussion or education.

Examples that would warrant submitting a concern:

  • Not following the policies and procedures as outlined by the Lifesaving Society.
  • Offering programs or services without holding a valid Lifesaving Society affiliation.
  • Adding candidates to test sheets or worksheets who have not been evaluated by the instructor, examiner or trainer.
  • Removing candidates who have been evaluated by the instructor, examiner or trainer.
  • Not informing the Lifesaving Society of a lifeguard, instructor, examiner, trainer, etc. who has not followed the Lifesaving Society policies or procedures (see examples under submitting a member complaint for examples)
  • Offering programs or services without the required facilities or equipment.

Refer to the Affiliate Certification Reviews in the document below for the full policy – Section 2

Read the full complaint policy here.