MPIO Guidelines

Modified on Thu, 13 Feb at 4:33 PM

Clubs should have Member Protection Policies that set out how complaints should be handled.
- Clubs should also have a Member Protection Information Officer (MPIO) who will help manage complaints.
The role of the MPIO is to provide support for the person making the complaint, give information on the process and offer solutions.
The MPIO does not investigate the complaint.
It’s important to be supportive of a complainant who is likely to be nervous – it’s not easy to make a complaint!
- It’s important to treat all parties in a dispute with respect.
- Listening, not talking, skills are the most important.
The role of the MPIO involves being neutral and not taking sides in the complaint process.
MPIOs should gather information in order to have enough information to offer a solution. Injecting personal opinions into a situation does not help and can lead to difficulties and misinterpretation.
MPIOs should not get involved in the investigation process.