Complaints & Complaint Handling

Complaints

Complaints generally 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
• Safety concerns
• Where a policy, guideline, communication or reminder to members may be necessary.

In all cases, attempt should be made to resolve complaints at the level they occur, especially if the complaint is less serious. More serious complaints may require a more formal process or escalation to the local Association, in accordance with the relevant Association’s complaint handling process. Ensure that you have checked the facts before considering what steps might be appropriate.

Before lodging a complaint, it is important to clearly identify

• What happened
• Where it happened
• When it happened
• Who was involved
• Who witnessed it

Prior to making a complaint, it is important to understand some of common issues that can arise in sport. If unsure what to do, speak with your club Secretary or club Member Protection Information Officer (MPIO) or consider the following:

Do nothing:    For minor matters consider seeking clarification first as to whether it may have been a miscommunication or misunderstanding. Consider whether the concerns are based on facts or hearsay.  Weigh up whether it is necessary to raise a complaint or simply provide feedback to the club, or discuss your concerns with the MPIO.  Do you need to make a complaint, or can it be resolved another way?  Consider whether you have clarified the facts sufficiently.

Monitor:     If you are unsure of what occurred or what to do, consider monitoring the situation to see if there is a concern or whether you can simply raise your concerns in a discussion with the club MPIO or a committee member. If you weren’t present, be sure to ask questions of those present as to why and how it may have occurred and base your concerns on facts and not hearsay or second hand information.

Direct approach:     Consider whether speaking to the person directly to clarify what actually happened and why, sometimes this can help resolve misunderstandings. If you approach the person with the intent to clarify what happened or if they are made aware of your concerns, they may be able to provide a reasonable explanation for what occurred, and 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, as this can enable them to identify any issues and take steps to rectify.

Seek mediation:     Mediation is where a club official or another person arranges a meeting with the two parties involved with the intent to resolve the issue or complaint.  For example, if a parent is having a problem with a coach or another parent, a meeting may be arranged between the two parties with a club official or an impartial person to mediate between those present.

Mediation enables the problem to be discussed and resolved between the parties and the club, politely and respectfully, in a managed setting.  If mediation is not agreed by both parties, then alternative resolution processes are then often considered, or in some cases a complainant may realise the issue is not as serious as first thought.

Verbal complaint:     A member can discuss their concerns with the club 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 appropriate or to discuss various options for resolving the matter. Alternatively, the club may request that you put your concerns in writing to provide the facts and outline the details of the complaint.

Written complaint:   A written complaint is made in writing and addressed to the Club Secretary. The person lodging the complaint must be identifiable and should provide their contact details.

Written complaints should clearly set out the key points and relevant facts concerning the concerns being raised. Where the complaint relates to a specific incident, it should include, where known, the names or positions of the persons involved, as well as the date, time and location of the incident. Complaints should be concise and limited to the relevant facts and key issues, rather than being overly detailed or extensive.

It is important to note that any person who is the subject of a complaint is entitled to be informed of the complaint and provided with a reasonable opportunity to respond to any allegations made against them.

Anonymous Complaints:     Anonymous complaints are generally unable to be acted upon, as without identifying information, such complaints often lack the critical detail needed for proper assessment and resolution. They also prevent opportunity to clarify or obtain additional information, verify the credibility of the allegations, or ensure procedural fairness for all parties involved. Anonymous complaints can also be influenced by personal grievances, interpersonal conflicts, or external factors, and may raise concerns about false, vexatious, or malicious accusations. As a result, anonymous complaints are unable to be acted upon and are likely to remain unresolved.

Making a Complaint

Complaints should be raised directly with the relevant club in the first instance.

To make a complaint to your club, first consider discussing the issue with the club Member Protection Information Officer (MPIO), or a club official such as the Age Coordinator, Secretary or President.  You may consider requesting a formal meeting, or discuss other available options with the club.

If a written complaint is necessary, submit the complaint to the Club Secretary, including your contact details and the key facts and details relating to your concerns. Rely on the facts and information known to you. Ensure the complaint is submitted within a reasonable time after the occurrence and be prepared for the person you are complaining about to be informed and given a chance to respond, as this is necessary to enable procedural fairness.

If you have raised concerns or lodged a complaint with your club and your have not received a response within a reasonable time, or the matter remains unresolved, consider contacting your local Association to discuss further options.

All Associations have a Member Protection Information Officer (MPIO) who can provide you with information and options in relation to your concerns and relevant policies and processes.

It is important to note that football does not operate under the National Integrity Framework of Sport Integrity Australia.  Football operates under the sport’s established complaint processes.

Football clubs, associations and peak bodies retain the right to report serious matters to the NSW Police, Australian Federal Police, child protection agencies or other government agencies.  Where this occurs, the club or association must ensure that their enquiries into matters do not interfere with or prejudice investigations by these agencies.

Complaint handling For Clubs & Associations

Clubs have a duty to respond to complaints.  Clubs should endeavour to 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 advice regarding complaint handling should contact their local Association or view the information provided

Breaches of the code of conduct

Some of the options available to clubs and associations when responding to concerns about breaches of the Code of Conduct are:

• Speaking with the person about their behaviour
• Monitoring the person to observe the reported behaviour
• Mentoring the person on how to improve his/her 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
• Requiring the person to complete further training in the specific area of concern. Courses such as anti-doping, competition manipulation, illicit drugs, harassment & discrimination, inclusion, coaching young athletes in high performance sport, and safeguarding are courses available here.
• Issuing 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 or instruct the club how the complaint is to be managed, or what (if any) action or sanction is to be 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.

Football clubs, associations and peak bodies retain the right to report serious matters to the NSW Police, Australian Federal Police, child protection agencies or other government agencies.  Where this occurs, the club or association must ensure that their enquiries into matters do not interfere with or prejudice investigations by these agencies.

Complaint handling process

When volunteering to help out at their child’s local club, volunteer parents on a club committee 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, a free online Complaint Handling Course is available to help club volunteers and administrators manage sport related complaints.

Complaint Handling Courses & Resources for Clubs

• Handling Complaints in Community Sport Course
• Understanding Complaint Handling
• Dealing with Complaints in Community Sport
• Respectful Complaint Processes in Sport

Associations and clubs often have their own established complaint handling processes applicable to their organisation, or in many cases a club or association will manage complaints in accordance with their Grievance and Disciplinary Regulations to ensure the process includes the necessary complaint handling principles:

Guiding Principles

If unsure of the complaint handling process at your club, contact your Club Secretary or Member Protection Information Officer.

If clubs require assistance in the management of complaints, the club should contact their Association for assistance and consider completing a complaint handling course.

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 the facts before considering further steps.  This is important particularly if you were not present and did not witness what occurred, or  you are relying on hearsay or second-hand information.

In football, we take the safety and wellbeing of children seriously. If a child is considered to be at risk of serious harm, the matter may be reported to NSW Police or other government agencies, including if the risk to the child is outside of the sport.

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 to the club MPIO or an appropriate club official.  A complaint by a child or young person should never be ignored or disregarded.  Matters relating to a risk of serious harm to a child must be reported to your club’s local Association, Football NSW or NSW Police.

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 it is important that this is reported immediately to your Club or Association MPIO, Football NSW, Child Protection Helpline on 132 111, or to the Police Assistance Line on 131 444.

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

Reports of child abuse or neglect or concerns for child welfare can also be reported to the NSW Child Protection Helpline on phone 132 111 (24hr helpline).

Frequently Asked Questions

What should I do if I think I have a complaint?

Try visiting FNSW Common Issues & Managing Poor Behaviour webpage to understand some of the common issues that can arise and how clubs can manage these, as well as the options available to clubs when managing complaints about coaches and other persons.

Who should I speak with if I have a concern or complaint?

If you have any concerns, contact the Member Protection Information Office (MPIO) at your club.  The MPIO can be a sounding board for people with concerns and can provide you with information and options.  If for any reason the MPIO is unable to assist, they will usually refer you to someone else at the club or association.

Will the person I am complaining about be informed of the complaint?

Yes, procedural fairness requires that a person being complained about has the right to know the allegations being made against them and be provided with an opportunity to respond to the allegations before any findings or determinations are made.

Where do I lodge a complaint?

Complaints are required to be lodged at the level in the sport where the incident or issue occurred or is occurring, such as at the club level if it is occurring at a club, or escalate to the local Association if there is a conflict of interest or the complaint has not been responded to.  If unsure who to raise your concerns with, contact your club MPIO.

If a complaint has not been raised at the club level and is instead lodged at the association level or with the peak body, it will be referred back to be lodged at the appropriate level.

What if my club has not responded to my complaint?

If you have lodged a complaint with your club and they have not responded within a reasonable time, contact the Club Secretary to enquire about the progress of your complaint.  Please allow a reasonable time for a response, noting that most clubs are run by volunteers who usually have a full-time job and attend to club matters in their own time.  If no response is received after contacting the Club Secretary, consider discussing the matter with your local Association.

What if I am a referee and have a concern?

Referees who have any concerns or complaints should contact their local Referee Branch

Who will manage my complaint?

Complaints are managed at the level at which the complaint is lodged by a person appointed by the relevant club or association.  MPIOs do not investigate complaints, they are a sounding board and are able to provide information and options or direct you to where further information can be found to assist with your enquiry.

Can I just escalate my complaint to Football NSW, Football Australia or SIA?

All complaints are required to be lodged at the club level first, or the level at which the issue or incident occurred.  This enables the relevant club or association to review the concerns raised and take appropriate steps to manage or resolve the issue.  If a complaint is lodged with the Association or a peak body before it has been lodged with the club, it will usually be referred to the club to be managed accordingly.