Clubs and associations can receive a wide range of complaints around things like:
- Poor communication, e.g. a change of training venue not being communicated
- Team selections, e.g. a parent unhappy their child was not selected
- Harassment and discrimination, e.g. comments during training or games that are unacceptable or not allowed
- Unfair treatment, e.g. women’s teams not gaining equal access to training facilities
- Grooming or child abuse, e.g. allegations of improper conduct by a coach
Clubs and associations that take complaints seriously and act quickly can provide a more inclusive, safe and enjoyable environment.
Complaint handling options
Whether you decide deal with something quickly and effectively or escalate it will depend on the nature of the issue. Many issues are best managed quickly and at the level they occur, e.g. team selection disputes are best handled by the club.
Self-management
Sometimes a complaint can be self-managed, meaning the complainant (the person with the complaint) tries to resolve the issue directly with the person who upset them. This option if appropriate if:
- The complainant feels comfortable having the conversation.
- The incident was once-off, accidental and/or less serious in nature. e.g. behaviours between committee members that make someone feel frustrated or misunderstood.
- There is no risk of victimisation or further harm.
- The complainant prefers to have conversation and move forward.
If self-management is not an option, there are a range of informal and formal processes available.
Informal processes
This option may involve a person in a position of authority within a club or association nominated to handle complaints (e.g. a Complaints Officer, the president, committee member, coach or official) managing the issue by:
- Effectively responding to the complainant by validating their concerns.
- Providing information about the club or association’s policies and codes of behaviour for the complainant to consider.
- Observing the behaviour of the person complained about to assess the need for further action.
- Conducting an informal conciliation (mediation) between the parties.
- Educating the respondent (the person / people who against the complaint is made) on their roles and responsibilities under the club’s code of conduct, member protection and child safeguarding policies.
- Working with other volunteers to remedy the situation.
Informal management of a complaint can be appropriate for:
- Differences over team selection
- Interpersonal differences between members
- Customer service issues, e.g. a player receives the wrong size uniform
- Disrespectful comments, inappropriate jokes, verbal abuse, aggressive tone of voice or low-level swearing (including through social media or group chat platforms)
- Once off incidents.
At any time, a complainant can decide to escalate an issue to an external organisation or lodge a written complaint under a child safeguarding or member protection policy. If this happens, the processes outlined in the relevant policy must be followed. The club volunteer’s role will be as stated in the policy.
Formal processes
People can take complaints directly to your club, the local league administration, state sport organisational, or national sport organisation. It really depends on the policies your club or association is operating under. Sometimes, organisations like Sport Integrity Australia, the police, child protection agencies, the eSafety Commission and state or territory human rights commissions can be involved.
Formal processes can be activated when:
- A complainant has made a written complaint under the National Integrity Framework, including the sport’s Member Protection of Safeguarding Children and Young People policy.
- The complaint relates to an incident of moderate or severe harm to one or more people.
- The complaint involves allegations of conduct like (but not limited to) bullying, discrimination, racism, homophobia or sexual harassment.
- The complaint involved allegations of grooming, child abuse or sexual misconduct against a child.
Under the National Integrity Framework, Sport Integrity Australia can manage complaints about child safeguarding and discrimination and supports national sporting organisations to manage other member protection incidents. Check if your sport is one of the many sports signed up to the National Integrity Framework.
If your sport is AFL, NRL, Cricket, Football (soccer), Rugby, Tennis, Netball, Surf Live Saving or Basketball, your national or state sporting organisation will oversee formal complaint processes. The police, child protection agencies and other organisations may get involved.
To lean more, visit Sport Integrity Australia.
Club or association based formal procedures
Some issues that arise might require a formal process that doesn’t fit with your Member Protection of Safeguarding Children and Young People policy. This could be because the behaviour does not meet the definition of prohibited conduct or the person complained about is not covered by the policy, e.g. a spectator. In this circumstance the options will include:
- Following the process detailed in your club or association’s constitution to deal with member-to-member personal grievances.
- Following the process detailed in your club or association’s constitution to begin a disciplinary process when a member has failed to comply with club rules, policies or codes of behaviour.
- Referring to tribunals relevant to the rules or by-laws of the league.
- Referring issues of fraud or corruption involving club members to the police, external investigators or mediators.
- Following the processes in employment contracts (in cases where the club or association has paid staff).
