About Complaints

Today sporting organisations at all levels need to be able to respond to complaints from their members and personnel about on field and off-field behaviour, such as inappropriate behaviour in the club rooms, at practice or on away trips.

They also need to deal with complaints that may arise from their rules and decision-making processes - for example, if members and personnel feel that unfair discrimination exists in regard to membership rules, access to facilities and equipment, team selection or appointment of coaches.

This section provides information on:

• Making a complaint
• Being complained about
• Dealing with a complaint
• Complaint Handling Tool (an interactive tool designed to assist you to make informed decisions regarding issues that occur at your club)
• Complaint Flowchart

Complaint Handling videos: includes the following:

1. Dealing with an initial enquiry
2. First meeting with the respondent
3. First meeting with the complainant
4. Gathering more information
5. Making recommendations
6. Mediation meeting
7. Providing feedback