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

A child abuse complaint is a very serious matter and must be handled with a high degree of sensitivity. The initial response to a complaint that a child has been abused should be immediate, if the incident/s are of a serious or criminal nature. In your State/Territory you may be required by law to report child abuse. The Australian Sports Commission provides information on mandatory reporting requirements and contact details for reports of suspected cases of child abuse for all States/Territories.

It is recommended that the club's governing body or relevant association have in place a process for responding to and managing complaints.

Here are some steps you could follow.

Step 1

Make available a trusted adult that children and young people can talk to about their concerns, and make sure they know who this person is.

Complaints or concerns should be referred to someone in authority, or to the Member Protection Information Officer if your club has one.  It is also important to empower everyone to receive and manage concerns.  It is crucial to have procedures in place so that all complaints are dealt with.

In all cases, make sure that the child is safe.

Step 2

Be prepared to receive a complaint

When a child or another person approaches you with a problem, be calm and in control. Ask them brief, simple questions, such as "Tell me what happened?" "And then what happened?"

Step 3

When required, refer or report child abuse matters to your State or Territory child protection authority.

These authorities will undertake an assessment and, if required, conduct an investigation.

While responsibility for investigations varies between States/Territories, complaints are usually investigated by the child protection authority or police if they concern sexual abuse or more serious physical abuse and neglect.

Following consultation, you may be asked to refer the matter to the governing body so that they can undertake an inquiry.

Step 4

Cooperate in any investigation that is undertaken by an external agency or governing body.

The role of the club should be to provide information and assist in investigations as appropriate. Clubs should not try to investigate the incident themselves.

Step 5

Deal with the complaint internally if the police or child protection authority decide not to proceed.

After referral to an external agency, such as the police or child protection authority, it may be necessary for the complaint to be dealt with by the governing body/club.

Depending on your relationship with your governing body and the nature of the complaint, either the governing body or your club may deal with the matter.

The inquiry process should follow your governing body/club's internal complaint handling process.

Your governing body or club may want the assistance of an independent investigator.  An independent and professional assessment can reduce the risk of an organisation being accused of inadequate assessment.

Procedural fairness and natural justice, in which each party to the complaint has a right to be heard, must be served.

Make sure that you keep accurate and clear records of any internal inquiry.

Step 6

Manage the situation within the club while the investigation is under way.

Whether the police or child protection agency are conducting the investigation, or your organisation is conducting an inquiry, you should support the person who made the complaint, the child, the person whom the complaint is against, and other staff and parents.

Ensure that there is no harassment of the child or their parents/guardians by the person accused of abuse or other members of a club or group. If this kind of harassment occurs at any stage of the process, this should immediately be addressed by the governing body.

Step 7

Implement disciplinary action according to the outcome of the investigation

Implement any disciplinary action recommended by the governing body conducting the inquiry. Alternatively, implement disciplinary action as determined by the club's processes.

Step 8

Record all information

Appropriate record-keeping is very important in these matters. (Requirements may vary across Australia.)

Step 9

Review and evaluate:

After your club has dealt with a complaint, it is important to review and evaluate your policies or procedures.

Where to next>> Tips for handling complaints