Complaints Handling Tips

Complaint Handling Guidelines

• Treat complaints seriously.
• Act promptly.
• Treat people fairly and listen to both sides of the story.
• Stay neutral.
• Keep all parties to the complaint informed.
• Maintain confidentiality if possible.
• Protect against victimisation.
• Keep accurate records.
• Make decisions based only on information gathered, not personal views.
• Disciplinary action should be relative to the breach.
• It’s important to be supportive of a complainant who is likely to be nervous – it’s not easy to make a complaint!
• Minor complaints can be handled informally between the person making the complaint and the club officials.
• Conflicts of interest can be subtle. Be aware of all situations where there may be a conflict of interest.
• Clubs should have Member Protection Policies that set out how complaints should be handled.

Escalating A Complaint

The below are just some examples that may require a complaint to be escalated to NSWRL:

• The complaint is of a serious nature and may require a mediator to help find a resolution.
• If there is a possible conflict of interest (or close relationship) between the people on the management committee and any of the parties to the complaint.
• It is beyond the skills of the committee and specific expertise, or experience may be required to manage the complaint.
• The complaint has not been able to be resolved at the club level.
• The issue is more serious than first thought.

In the event of a complaint needing escalation, initial contact should be made to NSWRL via the Submit a Ticket link. The matter will then be allocated to an appropriate staff member who will make direct contact with the club administrator.