Dealing with Complaints
Clubs and committees need to be able to respond to complaints from their members and personnel about behaviour, rules and decision making processes. For example, if members feel that unfair discrimination exists in regard to membership rules, access to facilities, that they have been unfairly penalised, or that another member or personnel's behaviour is inappropriate.
The 'Play by the Rules' website provides excellent resources on:
- Making a complaint
- Being complained about
- Dealing with a complaint
- Complaint handling tool (an interactive tool that can assist you to make informed decisions regarding issues that occur at your club)
There are also a number of complaint handling videos including:
- Dealing with an initial enquiry
- First meeting with the respondent
- First meeting with the complainant
- Gathering more information
- Making recommendations
- Mediation meetings
Play by the Rules Complaint Handling Resources
Play by the Rules has a complaint handling course which features more specific information about the complaints process. This online course has been specifically developed for those individuals that are resolving complaints on the ground.
Member Protection Information Officers (MPIO) play an important role in sport. They provide information and guidance on complaints procedures- they are the 'go to' person if a member of your club wants to discuss problems, especially if they are considering making a formal complaint. Play by the Rules offers training for MPIO's that includes online training as well as a face-to-face component.
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