If you are the person in your club responsible for dealing with complaints, you should be clear about:

• your club's policies and procedures for dealing with complaints - such as by-laws, tribunals, codes of conduct or other processes for dealing with bad behaviour both on and off the field
• your role in the complaint handling process: Do you refer the complaint to your sports tribunal? Do you investigate and make recommendations? Or do you do everything from hearing about the complaint to determining disciplinary action?
• whether you have the authority, skills and knowledge to deal with a complaint
• advice and support that may be available from your State association or department for sport and recreation, anti-discrimination or child protection agency.

Tip 1

Try to sort out issues before they escalate

If possible and if appropriate, try to sort out complaints informally, 'nipping the problem in the bud.' This can be done by trying to find a solution rather than finding out who was at fault or should be blamed - for example, explaining the club's selection process and giving feedback to a child and their parents about why their child did not make a team may help to avert a bigger issue.

There are times when this approach does not resolve the problem, or it emerges that the problem is more serious than first thought - such as complaints about child abuse or sexual harassment, or a serious breach of your club's code of conduct. On these occasions, a more formal approach requiring investigation, mediation or other actions may be required.

You should let the person complaining know that at any stage they can make a formal complaint to the club (usually in writing) or refer the matter to an outside body such as a State/Territory sport association, an anti-discrimination agency, or the police or child protection authority in the case of a child protection matter.

Tip 2

Be aware of the basic principles of complaint handling:

Do:

• treat all matters seriously
• act promptly - preferably within 24 hours of a complaint being made
• treat people fairly - you must listen to both sides of the story (this is referred to as natural justice)
• stay neutral - work from the principle of `innocent until proven guilty'
• listen carefully - do not put words into people's mouths or interrupt
• may sure those involved in the complaint are kept informed
• keep records.

Don't:

• ignore the behaviour and hope it will go away
• take on the complaint if you have a conflict of interest
• involve people unnecessarily in the complaint
• prejudge the situation or people, take sides, or make assumptions or use stereotypes
• leave the person making the complaint in a dangerous situation, particularly if the complaint concerns a child
• treat people detrimentally or less favourably because they make a complaint or because they are the subject of a complaint.

Tip 3

Prepare for meeting with those involved in a complaint.

Try to meet with the person making a complaint as soon as possible.

Try to put yourself in the shoes of those involved in a complaint, so that you are prepared to deal with their emotions and not be defensive.

It is helpful to understand that the person making the complaint may be:

• in distress
• angry
• concerned that they will get a reputation as a trouble-maker
• fearful that there may be retaliation because they have made a complaint
• uncomfortable about discussing their concerns
• concerned that little may change as a result of meeting with you.

It is unlikely that a child will come to you directly to make a complaint. However if they do, it is important to realise that children often feel anxious and embarrassed by speaking about abuse or bullying. It is important to be a good listener and take what a child says seriously. Try to remember:

• react calmly
• listen very carefully to what the child has to say
• tell the child they have done the right thing by telling you
• tell them they are not to blame.

Understand that the person who the complaint is against may:

• react with shock
• be angry
• threaten to resign or leave the club in protest
• fear that a complaint will impact on their reputation and standing within the club
• threaten legal action.

Think about:

• what you are going to say and how you are going to say it
• how the issue relates to or contravenes your club's policies and codes of conduct
• plan how you are going to deal with denial, anger, distress or threats of legal action

Tip 4

Know what you can and can't do

When people make a complaint, they have varying expectations about what will and won't happen. Below are some common situations that you might face when dealing with a complaint.

They want help but do not want to name the person

• If they will not name the person, explain that there is therefore little that you can do.
• Explore their reluctance: they may be fearful of victimisation or other repercussions.
• Check if they would feel more comfortable talking to someone else in the club.
• Explain that at any time they can go to an outside body such as the State association for your sport, or their State/Territory department for sport and recreation, child protection or anti-discrimination agency.
• If the matter does not appear to be serious, explain that you will ensure that codes of conduct and other policies are reinforced.
• If the matter is serious, for example suspected child abuse, physical or sexual assault, seek advice from the appropriate authority.
• Monitor and review the situation.

They are insisting on immediate disciplinary measures

• Explain that both the person making a complaint and the person being complained about have a right to a fair hearing. This means that each person gets to tell their side of the story and the club's procedures will be followed.
• Give both parties a copy of the club's complaint procedures.
• Explain to the person making the complaint that they can contact the sport's State association or an outside body such as their State/Territory department for sport and recreation, child protection or anti-discrimination agency if at any stage they are not satisfied with the process.
• Sometimes issues may be so serious that the first priority is to ensure the safety of club members, particularly if they are children.
• During any investigation you may need to consider moving the person being complained about to another position within the club that does not involve contact with children or young people. Alternatively, you may wish to allocate extra personnel to provide support/supervision for them in undertaking their role.
• The person who is being complained about also needs to be protected from victimisation, using the principle of 'innocent until proven guilty.'

You are a close friend of either the person making the complaint or the person being complained about.

• Declare that you have a conflict of interest.
• Arrange for someone else in authority from your club to deal with the complaint.
• Let them know where else they can get help, for example the State sport association, State departments for sport and recreation, child protection and anti-discrimination agencies.

Tip 5

Know when to get advice and help.

You should get help any time you need to, but in particular if:

• attempts to solve the problems quickly, through low level resolution, are not successful and the complaint proceeds to a more formal process
• the matter appears more serious than first thought, involving child abuse, physical assault or sexual harassment
• managing the complaint is beyond the skills of your club, such as an issue requiring high-level investigation or mediation.

You should get advice whenever you think you need to - whether the complaint appears small and easy to resolve or complex and serious in nature.

As a result of seeking advice, you may decide to refer the matter to a more appropriate body or get outside assistance with investigating and mediating a complaint.

Where to next>> Developing communication skills