1. Purpose

Wavell Netball Club is committed to providing a safe, inclusive and respectful environment for all players, parents, coaches, team managers, officials, volunteers and members.

The Club recognises that concerns and complaints may arise during the season. This policy establishes a fair, transparent and consistent process for raising, managing and resolving complaints, with the aim of resolving matters promptly and appropriately.

All complaints will be taken seriously and handled with respect, confidentiality and procedural fairness.

2. Raising a concern

Wavell Netball encourages the early and respectful resolution of minor concerns wherever appropriate. Where possible, minor concerns relating to team arrangements, communication, misunderstandings or day-to-day matters should be raised informally with the relevant Team Coach or Team Manager.

·        Minor concerns do not need to be submitted in writing and may be discussed verbally.

·        Concerns should be raised respectfully and at an appropriate time, not during matches, training or other situations where emotions may be heightened.

·        Everyone involved is expected to communicate respectfully and work towards a constructive resolution.

·        If a concern cannot be resolved informally, or it is inappropriate to raise the matter directly, it should be escalated to the Management Committee.

Additional safeguard for coaches under 21

Where a concern is being raised directly with a coach who is under 21 years of age, the Team Manager or a Management Committee member must be present for the discussion. This is intended to support both the coach and the person raising the concern and ensure the discussion is appropriately managed.

If the concern relates to the Team Manager, or the Team Manager is unavailable, a Management Committee member should be involved. This requirement does not prevent anyone from raising a concern directly with the Management Committee.

3. Formal complaints

Where a concern cannot be resolved, or where it is inappropriate to raise the matter directly with the relevant person, it should be escalated to the Management Committee.

Complaints may initially be raised with any member of the Management Committee. However, to ensure the matter can be properly assessed, documented and managed, the Club will ask the complainant to provide the details in writing by email to complaints@wavellnetball.com.au.

Written complaints should include, where possible:

·        The nature of the concern or complaint.

·        The people involved.

·        The date, time and location of the incident, if applicable.

·        Any relevant background or supporting information.

·        The outcome or resolution being sought.

Where a person is unable to provide a written complaint, the Club may assist in documenting the concern.

Serious misconduct, child safety concerns, allegations of abuse, discrimination, harassment or other significant breaches of Club policy may be raised directly with a Management Committee member without first attempting informal resolution. Immediate safety concerns will be prioritised and managed in accordance with applicable safeguarding requirements.

4. Complaints management and decision-making

All complaints received by Wavell Netball Club will be shared with the President, subject to appropriate conflict-of-interest and child safety considerations. The Club will follow the process below.

Step 1 – Receipt and acknowledgement

·        Complaints will be acknowledged as soon as practicable, generally within 24–48 hours.

·        The Club will confirm receipt and advise the complainant of the next steps where appropriate.

·        Immediate risks to the safety or wellbeing of any person will be prioritised.

Step 2 – Initial assessment

·        The President will review the complaint and recommend an appropriate course of action.

·        The complaint will be assessed to determine its seriousness, urgency and appropriate classification, including whether it is a minor concern or a more serious complaint.

·        The assessment will consider the nature of the concern, relevant Club policies, the people involved, potential risks and whether external advice or referral is required.

Step 3 – Management Committee agreement

·        The President’s recommendation must be reviewed and agreed upon by at least two additional Management Committee members.

·        The agreed decision will determine the appropriate course of action, including how the matter will be managed, whether further information is required and whether any action is necessary.

·        Where a complaint involves the President or another Committee member, or a conflict of interest exists, the affected person must not participate in the decision-making process. An alternative, impartial Committee member will be involved as appropriate.

·        Where necessary, the Club may seek advice from the relevant governing body or safeguarding authority.

Step 4 – Resolution and communication

Depending on the nature and seriousness of the complaint, possible actions may include:

·        Informal discussion or facilitated resolution.

·        A meeting with the relevant parties.

·        Clarification of expectations or Club policies.

·        Coaching, guidance or additional support.

·        A formal investigation or further fact-finding.

·        Disciplinary action in accordance with Club policies and applicable governing-body requirements.

·        Referral to the relevant association, governing body or external authority.

The Club will communicate the outcome to the complainant, where appropriate, while respecting the privacy and confidentiality of other people involved.

5. Confidentiality and complaints register

Wavell Netball Club will maintain a confidential Complaints Register to ensure formally submitted complaints and incidents are tracked and managed consistently.

·        Only complaints and incidents raised via email to complaints@wavellnetball.com.au will be recorded in the confidential Complaints Register.

·        The Vice President will be responsible for maintaining the register on behalf of the Management Committee.

·        Records will include the nature of the concern, date received, actions taken, agreed decisions, outcomes and any follow-up required, as appropriate.

·        Access to complaint records will be restricted to authorised people who require the information to manage the matter appropriately.

·        Information will be shared only as necessary for assessment, investigation, resolution, safeguarding or legal and regulatory obligations.

·        Records will be stored securely and retained in accordance with applicable privacy requirements and Club recordkeeping practices.

Confidentiality will be maintained wherever possible. However, absolute confidentiality cannot be guaranteed where information must be shared to protect someone’s safety, ensure procedural fairness or meet legal or governing-body obligations.

6. Fairness and protection from retaliation

Wavell Netball Club is committed to ensuring that complaints are handled fairly and respectfully.

·        Everyone involved will be given an appropriate opportunity to provide relevant information.

·        Complaints will be considered impartially, and no conclusions will be reached before the available information has been assessed.

·        Information will be shared only with those who need to be involved in managing the matter.

·        Victimisation, intimidation or retaliation against anyone who raises a genuine concern or participates in the complaints process will not be tolerated.

·        All parties are expected to respect the process and avoid discussing confidential matters with people who are not involved.

7. Serious incidents and child safety

Any concern involving child safety, abuse, harassment, discrimination, serious misconduct or an immediate risk to a person’s wellbeing must be escalated promptly to the appropriate Management Committee representative.

The Club will take appropriate steps to protect the safety and wellbeing of those involved and will comply with applicable child protection, safeguarding, reporting and governing-body requirements.

Informal resolution is not required before reporting a serious incident or child safety concern. Where required, matters will be referred to the relevant external authority or governing body.

8. Review and continuous improvement

The Management Committee will review this policy periodically to ensure it remains appropriate, effective and aligned with the Club’s responsibilities.

All members of the Club community are encouraged to familiarise themselves with this policy and contribute to a respectful, safe and positive environment at Wavell Netball Club.

Version 1- 1/11/2026