Complaint Handling

These guidelines are to be used by any member of North Murray Diamond Sports Association Inc. following the receipt of a complaint.  The flow chart below details the approach to be taken when a complaint has been received.  If the complaint or allegation involves discrimination, harassment or abuse, then the ‘Play by the Rules’ flowchart that has been adopted by North Murray Sports Association Inc. must be followed.  The flowchart which forms part of these guidelines can also be accessed at www.playbytherules.net.au.

Discrimination, Harassment or Abuse Allegations

This information is intended as a guide only, and is not a substitute for independent professional advice. 

Steps for responding to complaints of discrimination and harassment could include:

Step 1 - Self-help

The person with the complaint is encouraged to try and sort out the problem themselves, if they feel they are able to do so.

Step 2 - Informal (providing information and support)

The President of North Murray Diamond Sports is available to help sort out the problem if the person making a complaint:

• has not been able to sort the problem out themselves;
• is not sure how to handle the problem;
• wants to talk about the problem and get some more information about what to do.

Depending on the nature of the complaint, the President may choose refer the matter to a Member Protection Information Officer from one of the club’s affiliated state sporting associations.

Step 3 - Informal (low-level resolution)

The complaint is resolved by the person complaining, either alone or with the help of the President of North Murray Diamond Sports or a Member Protection Information Officer.  This level of resolution usually involves getting together informally with the person being complained about, to try to resolve the problem easily and quickly.

The complaint may be resolved at this stage or move to the next step.

Step 4 - Formal (internal investigation and recommendations)

If the complaint is not resolved, the person making the complaint may decide to write a formal complaint to the Management Committee of the club.  Alternatively, they may take their complaint to an external agency, such as the State/Territory anti-discrimination agencies.

A formal complaint usually involves an investigation of the complaint, which produces recommendations. These may include:

• disciplinary action, if the complaint is substantiated;
• requesting that the person making a complaint and the person being complained about attend a mediation session, if the complaint has substance;
• not proceeding with the complaint if it is found to be lacking in substance, vexatious or contrived;
• referral to a hearings tribunal or other body as defined in the Constitution and by-laws;
• referral to an appropriate outside body.

Step 5 - Formal (appeal or external referral)

If either party is not happy with the recommendation or mediation is conducted and the person making a complaint and the person being complained about cannot reach a mutually acceptable solution, either party may be entitled to appeal.

In an appeal, the complaint is reheard and the decision reviewed. The decision is accepted or external options are considered.

The person making a complaint may choose to refer the matter to an outside body at any stage.

The following flow chart must be used for all complaints or allegations that involve discrimination, harassment or abuse.

Diagram of steps for dealing with complaint or allegation of discrimination, harassment or abuse.

Flow Diagram 2: Steps for dealing with a complaint or allegation of discrimination, harassment or abuse

Responsibility

The club President will be responsible for the maintenance and updating of this policy.