Complaints Procedure
Informal complaints , concerns and complaints should always be raised and handled at the lowest level first, wherever possible. This means club matters be dealt with at the club;
Step One
If it is safe, reasonable and appropriate to do so, the complainant should attempt to resolve the complaint directly with the other person in the first instance.
Step Two You may also wish to seek some further information about rights or support from a local Member Protection Information Officer (MPIO). Most of the time, people want to be heard and after discussing the complaint to someone such as a MPIO, they may feel they don’t want to take it any further.
Step Three
Complete an informal complaint form Any complaints or concerns should be recorded on informal complaints form or sent through an email outlining the details of the situation. Ask the complainant try to provide as much relevant information about the facts as possible and be as specific as they can. Any supporting documents or evidence can assist. If you witness an incident, try to take notes of important information such as where and when the incident occurred, what were the physical actions and/or words said, who was responsible or, if unknown, a description in as much detail as possible eg what they were wearing. Any documents such as complaint forms, emails or notes should be recorded and saved on a feedback register outlining action taken and how the complaint was resolved (if any).
Formal complaints The best way to make a formal complaint is through Football Australia’s confidential online reporting tool, which is available online at Football Australia – Make A Report Tab or matters that occur at a national level should be reported via this tool. You can remain anonymous if you choose and the report will be directed to the appropriate organisation to handle. This is for more serious allegations. (Information provided through https://bdsfa.com/resources/member-protection/)
