Complaints & Complaint Handling
Complaints and concerns can arise in any club and across all sports. What is paramount, is the manner in which such matters are addressed. It is the responsibility of the club to respond promptly, fairly, and effectively to all concerns raised.
Complaints
To ensure a constructive and effective resolution process, all complaints and concerns should be submitted to the relevant club. This allows the club to acknowledge the issue, follow appropriate procedures, and take necessary steps to resolve the matter in accordance with established policies and standards.
Complaints may arise when behaviours or actions fall short of expected standards or breach established codes, policies, or procedures. While sometimes challenging, complaints can offer valuable opportunities for clubs to identify and address:
- Inappropriate or unacceptable conduct
- Breaches of Codes of Conduct or club/association policies
- Potential safety concerns
- The need for updated policies, clearer guidelines, or enhanced communication
Prior to Lodging a Complaint
Before initiating a complaint:
- Understand Common Issues: Gain awareness of typical concerns that arise in the sporting environment. See – Common Issues
- 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.
- Consult with Club Officials: Contact the Club Member Protection Information Officer (MPIO), Club Secretary, or a Committee Member to:
- Discuss your concerns in a confidential manner
- Determine whether the issue is already known or being addressed
- Identify applicable club policies, rules, or codes of conduct
- Consider appropriate resolution options, such as informal discussion, mediation, or formal complaint
Options to Consider
Take no action
For minor or unclear matters, it may be reasonable to observe the situation further or seek clarification informally as it may be the result of a misunderstanding or something that is easily resolved.
Monitor the situation
If unsure, continue observing and gathering factual information before deciding whether to escalate. Base your concerns on facts and not hearsay by clarifying information with those that were present.
Direct communication
Address the individual involved respectfully to clarify the issue and potentially resolve misunderstandings.
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, issues arise from misunderstandings or miscommunication and can be effectively resolved through this structured, respectful process.
Verbal complaint
A verbal complaint may be made to the Club MPIO, Club Secretary, President, or another club official. This allows the club to assess the matter, monitor the situation, request further details or proceed to an informal resolution or seek a more formal complaint.
Formal complaint
A formal complaint is submitted in writing and addressed to the Club Secretary. It must be signed by the complainant, include full contact details, and provide a detailed, factual account of the incident, including any supporting evidence or witness information.
Please Note: Individuals subject to a complaint are entitled to be informed of the complaint, including the identity of the complainant, and 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 club activities. Committee members often have full-time employment and typically address club matters during evenings or 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.
Keeping Children Safe
Complaint on behalf of a child
If 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 how the child feels about you making a complaint. 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
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 by a child should never be ignored or disregarded.
Reporting a Child at Risk of Serious Harm
If you think a child or young person has been seriously harmed or is at risk of serious harm from abuse or neglect at home, school or sport, or another setting, you can contact:
- Child Protection Helpline – 132 111 (Open 24 hours a day, 7 days a week)
- Police Assistance Line – Dial 131 444
- Attend a NSW Police Station
- In an emergency Dial 000 (triple zero)
or visit NSW Child Protection Helpline & Crisis Numbers
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. 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 Local Association or refer to the information provided below.
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 Play By The Rules on-line training
- Requiring the person to complete an accredited coaching course or other form of further education
- 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;
- 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.
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 a sincere apology as this can often result in clarifying and resolving the matter.
Complaint Handling Processes
When volunteering to help out at their child’s local club, parents 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 increase the capacity and capability of club volunteers and administrators in managing sport related 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. 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