Complaints & Complaint Handling

Complaints

Complaints arise when something is not as it should be, or a level of compliance has not been met. A complaint can be an opportunity for clubs to identify unacceptable behaviour, breaches of the Codes of Conduct or policies, address safety concerns and ultimately, improve the game.

Clubs have a duty to respond to all complaints and should endeavour to act in the best interests of all parties involved and respond to a complaint as quickly, fairly and effectively as possible.

Before lodging a complaint, it is important to clearly identify the following:

• What happened
• Where it happened
• When it happened
• Who was involved
• Who witnessed it; and
• That you have checked the facts before considering what steps might be appropriate.

Contact Your Club

The initial approach in most cases should be to contact your club directly to discuss your concern with a view to having it resolved at the lowest level possible.

To ensure that clubs have the opportunity to assess and resolve any complaints put to them in the first instance, or associations in the second instance, individuals should not contact Football NSW directly regarding issues or complaints.  Complaints will generally be redirected to the relevant club so that the appropriate complaints process can be followed. Matters relating to child protection or other serious matters, however can be reported to the relevant District Association or Football NSW.

Where an individual is not satisfied with the handling of their complaint, or it would not be appropriate to raise the complaint at the lower level (for example, due to a clear conflict of interest), the complaint may be escalated to the relevant District Association.

If you are unsure what to do, speak with your club Member Protection Information Officer or Secretary.

Sideline Behaviour Issues

If you have a complaint regarding sideline behaviour exhibited by opposition parents, spectators, team officials or club officials, please report it to your Club Secretary as soon as possible. It is highly encouraged that Clubs work together to address and resolve such matters through effective communication. Club Secretaries should promptly contact their counterparts to initiate the process of addressing and resolving the issue. If direct contact with the relevant Club is not possible or the complaint involves a serious incident, a report should be made with the relevant District Association. 

If the complaint relates to FNSW State Leagues Competitions and direct contact between the two clubs is not possible, or the complaint involves a serious incident, a report should be made by the Club to FNSW through the usual channels.

Prior to Lodging a Complaint

1. Understand Common Issues: Gain awareness of typical issues and concerns that arise in sport. See – Common Issues & Managing Poor Behaviour
2. Verify the Facts: Clarify what occurred, when and where it took place, who was involved, who witnessed it, and who was informed at the time.  This is important particularly if you did not witness something yourself and you are relying on third-hand information or hearsay.
3. Contact your Club: Contact the Club Member Protection Information Officer (MPIO), Club Secretary, or a Committee Member to:
   • Discuss your concerns
   • Determine whether the issue is already known or being addressed by the club
   • Identify applicable club policies, rules, or codes of conduct
   • Discuss appropriate resolution options, such as speaking with the person causing the issue, mediation, internal management by the Club, or a formal complaint.
4. Consider the Options:   Review the Options and other factors to Consider information provided below to help understand some of the options and factors that may not have been considered.

If You Make a Complaint

If you decide to make a complaint you can generally expect to be:

• Identified – the person against whom you are making the complaint is entitled to know who is making a complaint against them and details of the complaint.
• Requested to provide information about the incident (e.g. what, where and when the behaviour occurred and what you did at the time, the contact details of any witnesses, any evidence or documents).
• Protected from victimisation (e.g. not treated unfairly for making the complaint).
• Protected from further harm (e.g. the club or association might decide to stand down, suspend or re-assign the accused person to alternative duties while the complaint is being managed – this is a decision assessed and made by the relevant club or association – not the complainant).

Complaint on Behalf of a Child

When making a complaint on behalf of a child, depending on the child’s age (particularly if a teenager) and depending on the nature of the complaint, it may be beneficial to ask the child how they feel about you making a complaint, and weighing up the pros and cons together.  It is also a good idea to clarify any details with the child and discuss any concerns they may have.  This will also ensure that you have all of the facts before considering further steps.  This is important particularly if you were not present and did not witness the occurrence yourself or if you are relying on hearsay or second hand information.

Complaint by a Child or Young Person

Where a complaint is made directly by a child to a coach, manager or club official, then the complaint should be noted and reported promptly to the club MPIO or an appropriate club official.  A complaint made directly by a child or young person should never be ignored or disregarded.

Reporting Child Abuse

Although club officials and others who work and volunteer in sport are not mandatory reporters, in the event that a child discloses an incident involving physical or sexual abuse this should be reported immediately to one or more of the following:

• Your Club MPIO or District Association or Football NSW
• Child Protection Helpline on 132 111
• Police Assistance Line on 131 444 or
• Make a report at a NSW Police Station

If a child is at immediate risk of serious harm call NSW Police by dialing triple zero (000).

Crisis Numbers and Helplines

For further assistance visit the NSW Child Protection Helpline & Crisis Numbers

Options and other factors to Consider

Do Nothing

If you feel it is a minor matter, consider whether it is something worth complaining about, or seeking clarification first as to whether it may have been a miscommunication or misunderstanding. Consider whether you are basing your concerns on facts or hearsay. Weigh up the pros and cons of doing nothing or taking the matter further. Do you need to make a complaint, or can it be resolved another way. Consider whether your concerns are genuine or could your concerns be considered frivolous, vexatious, mischievous or defamatory.

Monitor the situation

If unsure of what to do and it is a minor matter, consider monitoring the situation to see if there is still a concern or whether it may have been a brief lapse in judgement, or there is another way the issue can be resolved. If you weren’t present, be sure to ask questions of your child or others present as to why or how it may have occurred and base your concerns on facts and not hearsay by clarifying information with those that were present or reported it to you.

Direct communication

Consider if it would be appropriate to speak to the person directly to clarify what actually happened and why. Sometimes speaking directly to the person you feel is responsible helps to clarify and resolve the matter. If you approach the person with the intent to clarify (rather than accuse), and if they are made aware of your concerns, they may be able to provide a reasonable explanation for what occurred. If it was an accident or misunderstanding, they may offer an apology and do things differently in future. In many cases, it can be beneficial for the person to understand what you may have seen or been told and the concerns that you have, as this can enable them to have self awareness and identify any issues and take steps to address these and prevent it occurring again

Mediation

Discuss with the club the option of engaging in mediation as a means of resolving disputes. Mediation is typically facilitated by the club either directly or using a third party mediator, and is designed to support constructive dialogue between the parties involved, with the aim of reaching a mutually agreeable resolution. Often these types of issues arise from misunderstandings or miscommunication and can be effectively resolved through this structured, respectful process.  If mediation is not agreed by both parties or is unsuccessful, then alternative resolution processes are often necessary. In some cases, a complainant may realise the issue is not as serious as first thought and may choose to withdraw their complaint.

Verbal complaint

A member can discuss their concerns with the club Member Protection Information Officer (MPIO), Secretary, President or another official of the club. This may provide the club with an opportunity to monitor the situation themselves and take any steps they believe are appropriate. The club may also choose to discuss or consider various options for resolving the matter, or request the complaint in writing to provide an outline and the details and facts of the complaint.

Official complaint

An official complaint should be in writing and addressed to the Club Secretary. The person who lodges and signs a complaint must be able to be identified and should include their contact details and details of the complaint. It is important to note that any person who has a complaint lodged against them is entitled to be informed of the complaint, who has lodged the complaint and the complaint details, and be given an opportunity to respond to any allegations or comments about them. Anonymous complaints are generally unable to be acted upon and are more likely unable to be unresolved.

An accused person is entitled to be informed of the complaint

Individuals subject to a complaint are entitled to be informed of the complaint, including the identity of the complainant and the details of the complaint, and are given the opportunity to respond. Anonymous complaints are generally not actionable and may remain unresolved due to insufficient detail and inability to clarify information received.

Response Timeframes and Volunteer Considerations

It is important to acknowledge that most clubs are operated by volunteers who dedicate significant personal time to managing a wide variety of club activities. Committee members often have full-time employment and typically address club matters during their own time on evenings and weekends. Accordingly, when submitting a complaint, members are asked to allow a reasonable period of time for the matter to be reviewed, addressed, and responded to. If no response has been received within a reasonable timeframe, the complainant should follow up with the Club Secretary or Member Protection Information Officer (MPIO). Should the issue remain unresolved, it may then be referred to the relevant district Association for further action.  Click here for District Associations.

Further Information

• Contact your club Secretary or Member Protection Information Officer
• Football NSW Common Issues & Managing Poor Behaviour
• Dealing with Complaints in Community Sport
• Understanding Complaint Handling

Complaint Handling

Clubs have a duty to respond to complaints and act in the best interests of all parties involved and respond to a complaint as quickly, fairly and effectively as possible.

Clubs and Associations

Clubs and Associations managing complaints should:

• Take all complaints seriously and act promptly.
• Refer the matter to the Club MPIO or Complaint Handler
  • Click here to download a Complaints Officer Position Description template
• Listen to both sides of the story.
• Treat people fairly (e.g. not take sides).
• Focus on the facts.
• Keep everyone informed.
• Maintain confidentiality (unless information must be shared by law).
• Collaborate with external organisations for guidance if required.
• Take disciplinary action appropriate to the breach of the Codes of Conduct or policy.
• Make sure the person complaining is not victimised.

If you are unsure of the process for handling complaints at your club, contact the club MPIO or Secretary for further information.  Clubs requiring assistance with complaint handling should contact their District Association or refer to the information provided .

Breaches of the Code of Conduct

Here are some examples of the options available to clubs and associations when responding to complaints about or breaches of the Code of Conduct:

• Speaking with the person about their behaviour
• Monitoring the person to observe the reported behaviour
• Mentoring the person on how to improve their behaviour
• Mediation between the aggrieved parties
• Requiring the person to complete an appropriate on-line training course
• Requiring the person to complete an appropriate coaching course or suitable training
• Issue of a written warning to the person about their behaviour
• Taking disciplinary action
• Suspending the person from their duties for a period of time
• Dismissing the person from their role;
• or a combination of the above

Any action taken is at the discretion of the club or relevant Association or tribunal (if applicable).

The person making the complaint DOES NOT determine how the complaint is managed or what (if any) action or sanction is applied by the club or Association.  The determination of a complaint is determined by the relevant Club, Association or Tribunal managing the complaint and is considered final in most cases.

Where a coach or other team official identifies that an error in their behaviour has occurred or where a misunderstanding may have occurred, it can be beneficial for the team official to acknowledge this and offer an apology as this can often result in clarifying and resolving the matter.

Complaint Handling Processes

When volunteering to help out at a local club, volunteers often don’t expect that they might be involved in handling complaints from other parents and members.  To assist volunteers in understanding general complaint handling processes, Play by the Rules provides information and free online training courses to help club volunteers manage complaints.  Clubs and Associations can also develop their own complaint handling processes applicable to their organisation, ensuring the process includes the necessary complaint handling principles.

• Treat complaints seriously
• Act promptly
• Treat people fairly and listen to both sides of the story
• Stay neutral
• Keep parties to the complaint informed
• Try to Maintain confidentiality if possible
• Protect against victimisation
• Keep accurate records
• Make decisions based only on information gathered not personal views
• Disciplinary action should be relative to the breach