Dealing with Complaints
As a club administrator it can be confusing to know what to do when problems arise. Most people know that their sports tribunal or hearing committee deals with on field complaints, but are less sure about what to do about off field behaviour (e.g., sexual harassment) or unfair administrative decisions (e.g. unfair rules).
Increasingly national and state sporting organisations are developing Member Protection and other policies and procedures to help guide their member clubs in dealing with these complaints.
It is important that clubs respond to all complaints, follow their sports policies and seek clarification from their state or national sporting organisation (or an external authority) if they are unsure about what to do.
If the state or national sporting organisation manages a complaint the role of the club is to co-operate in any investigation, manage the situation until the outcome of the complaint is decided and implement any disciplinary action if required.
This section provides general information to assist club administrators understand:
Dealing with complaints involves talking to the people involved and listening to their respective...
A national sporting organisation’s Member Protection Policy describes options and procedures for...
As a club administrator it’s important that your handling of complaints is fair, just and...
As a club administrator it can be confusing to know what to do when problems arise. Most people...