Member Protection Fair Resolution

Complaints & Grievances

If something isn't right, we want to hear about it. Every concern is taken seriously and handled with confidentiality and fairness.

What You Can Raise

We Take All Concerns Seriously

You can raise a complaint or concern about any of the following. You do not need to be certain something is wrong — if something doesn't feel right, come and talk to us.

Unfair Treatment

Discrimination, bullying, harassment, or treatment that feels unfair based on who you are.

Safety Concerns

Any concern about the physical or emotional safety or wellbeing of a child or adult member.

Policy Breaches

Conduct that breaches a club code of conduct, this member protection policy, or Football NSW policies.

Decisions You Disagree With

A club decision that you feel was made unfairly or without following the correct process.

Child Safety Issues

Any concern about the safety or welfare of a child — including disclosures made by a child directly to you.

Anything Else

If something concerns you and you are not sure whether it fits the above — please still contact us. We would rather hear it than not.

The Process

How We Handle Complaints

We follow a clear, fair, two-step process. Most concerns are resolved informally. Formal complaints are handled by the club committee with strict timelines.

1

Informal Resolution — Try This First

If you feel safe to do so, speak directly with the coach or person involved. Explain what happened and what you would like to see change. Allow 5 days for a response. This approach often resolves issues quickly without escalation.

If you do not feel safe raising it directly, or if informal resolution does not work, move to Step 2.

2

Formal Complaint

Submit a written complaint via email to the Club Secretary or Board Chair. Your complaint should include:

  • What happened
  • Who was involved
  • When and where it occurred
  • What outcome you are seeking

The club will acknowledge receipt within 2 days and complete its investigation within 14 days.

A

Appeal (If You Disagree With the Outcome)

If you are unsatisfied with the outcome, you may appeal in writing to the Board Chair within 10 days of receiving the decision. The Board will provide a final written response within 14 days. This is the final internal step. Further escalation can be made to Football NSW.

During an Investigation

  • Both parties are interviewed separately
  • All information is kept strictly confidential
  • No retaliation against the person making the complaint is tolerated
  • Both parties receive the written outcome

Child Safety Complaints

Child safety complaints are treated differently and with greater urgency:

  • Reported immediately to our MPIO
  • NSW Police contacted if abuse is suspected
  • Club cooperates fully with all authorities
  • Normal complaint timelines do not apply

Escalation to Football NSW

If you feel your complaint has not been handled adequately by the club, or if your complaint involves a club committee member, you can escalate directly to Football NSW via their Member Protection process. Information is available at footballnsw.com.au.

Ready to Raise a Concern?

Use the contact form to reach our MPIO or club Secretary directly. All contacts are treated with confidentiality.

Contact the Club