We offer online training and face-to-face training in complaint handling. 

The free online course is aimed at administrators, coaches, officials and anyone with an interest in the welfare of sports club, association or organisation members. The course contains ten modules and is designed so that learners can pick and choose the topics of interest to them.

The modules are:

  • Introduction
  • Complaint Resolution Procedure
  • Member Protection and the Law
  • Listening and Responding Effectively (Communication Skills)
  • Meeting with a Contact (Complaint Handling – The Starting Point)
  • Ethical and Practical Considerations
  • Nipping it in the Bud (Early Intervention Strategies)

Complaint handling online course


We suggest that you complete the Play by the Rules Child Protection and Harassment & Discrimination courses as a pre-requisite before commencing this course.

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Face-to-face training

In 2017 we are offering face-to-face training in complaint handling. These workshops compliment the online training and focus on some of the 'softer skills' required for complaint handling. As this is the first year we have offered these workshops there are limited programs running in 2017.

Details of upcoming workshops are below: