This tool aims to assist you in making informed decisions when responding to and handling complaints about off field behaviour and decisions that arise in your club or organisation. The information is general in nature and focuses on processes and principles that underpin good practices in complaint handling. It aims to complement, not replace, your sports policies or provide guidance in the absence of policies. You will be provided with options, tips, information, practical skills and resources relevant to your type of complaint and stage in the complaint handling process. This information will appear in the tabs across the screen like you can see above.

An assumption has been made that someone has already contacted you with a complaint and you are now seeking some guidance on how to handle that complaint. To commence the tool, choose one of the following options:

• Someone has made a complaint
• How to handle the first contact with the person complaining

The Mentor Pane will provide hints and tips, for example:

• Your club may not have relevant policies or guidelines that address the issue. Acknowledge this gap to the person complaining and follow-up by developing relevant guidelines/policy.
• Don’t be defensive if you are unable to answer questions about your sport’s policy(s). Let the person complaining know that you will get back to them once you have sought the answers/clarification.
• Get advice if you are unsure how the law applies to the complaint (e.g. contact your sport or anti-discrimination agency for information about girls playing in boys teams)

The Principles Pane will provide summary of the key complaint handling principles, for example:

• Act promptly
• Treat all complaints seriously (e.g. don’t trivialise with statements like “Don’t you think you are over reacting”)

The Key Skills Pane will provide you with information on skills required, for example:

Use clear communication - explain the policies and guidelines in ‘plain English’ and terms and language the person can understand and relate to.

Use relaxed body language to encourage open discussion with the person complaining (e.g. sit forward, don’t cross your arms against your chest and don’t point to make your point).

The Resources Pane will provide you with links to resources that will assist you to handle complaints appropriately.