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Complaints and grievances

On and off the field, complaints and grievances happen in every sports club. What’s important is how quickly, fairly and effectively your club deals with them. Some matters can be resolved informally, others need to be addressed by following the formal procedures in place for your sport.

What club committees can do

There are 8 key steps club committees should follow to create safe and fair clubs. 

Specifically, when it comes to complaints consider:

  • Take an open, transparent and responsive approach – complaints are a positive, an opportunity for your club to learn, improve and assist members
  • Be familiar with the existing complaint management related policies your sport likely has. This may differ from club to club but could include constitution and rules, Member Protection policy and codes of conduct. 
  • Train key people in good complaint management, via the free Play by the Rules online course 
  • For difficult issues or further advice on complaint management, talk to your regional or state body. 

Information and resources to help

Check with your national or state sporting organisation

Play by the Rules
Complaint handling resources 

Free online training in complaint handling 

Managing child related complaints

National Office for Child Safety complaint handling guide