This information is intended as a guide only, and is not a substitute for independent professional advice.

Steps for responding to complaints of discrimination and harassment could include:

Step 1 - Self-help

The person with the complaint is encouraged to try and sort out the problem themselves, if they feel they are able to do so.

Step 2 - Informal (providing information and support)

The Member Protection Information Officer, or a person with authority within the governing body/club, is available to help sort out the problem if the person making a complaint:

• has not been able to sort the problem out themselves

• is not sure how to handle the problem

• wants to talk about the problem and get some more information about what to do.

In your State/Territory you may be required by law to report allegations or suspected incidents of child abuse. Contact your child protection agency or the police to find out your requirements and to seek advice.

Step 3 - Informal (low-level resolution)

The complaint is resolved by the person complaining, either alone or with the help of the Member Protection Information Officer or another person in authority. This level of resolution usually involves getting together informally with the person being complained about, to try to resolve the problem easily and quickly.

The complaint may be resolved at this stage or move to the next step.

Step 4 - Formal (internal investigation and recommendations)

If the complaint is not resolved, the person making the complaint may decide to write a formal complaint to the Management Committee or Board of the club or governing body. Alternatively, they may take their complaint to an external agency, such as the State/Territory anti-discrimination agencies.

A formal complaint usually involves an investigation of the complaint, which produces recommendations. These may include:

• disciplinary action, if the complaint is substantiated

• requesting that the person making a complaint and the person being complained about attend a mediation session, if the complaint has substance

• not proceeding with the complaint if it is found to be lacking in substance, vexatious or contrived

• referral to a hearings tribunal or other body as defined in the Constitution and by-laws

• referral to an appropriate outside body.

Step 5 - Formal (appeal or external referral)

If either party is not happy with the recommendation, or mediation is conducted and the person making a complaint and the person being complained about cannot reach a mutually acceptable solution, either party may be entitled to appeal.

In an appeal, the complaint is reheard and the decision reviewed. The decision is accepted or external options are considered.

The person making a complaint may choose to refer the matter to an outside body at any stage.

Where to next>> Responding to suspected incidents of child abuse