Complaint handling principles

As a club administrator it’s important that your handling of complaints is fair, just and transparent (i.e. you follow clear processes and procedures).

You should apply the following 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