Header image - male complaining over desk to female

If you are complained about consider it as feedback and try to see it from the point of view of the complainant and how it affects them. Consider the complaint for what it is rather than see this as a judgment of you as a person. This should assist you to respond in a calm and collaboratively manner rather than become defensive and emotional. It may be that you will need to acknowledge any wrong doing if appropriate (e.g. where you have breached the code of conduct or the Member Protection policy) and replace your inappropriate behaviour with appropriate behaviours. You should expect your club to follow appropriate complaint procedures and:

  • Take the complaint seriously and act promptly
  • Listen to your side of the story
  • Treat both parties to the complaint fairly (e.g. not take sides and make a decision based on facts)
  • Keep everyone informed
  • Maintain confidentiality
  • Ensure any disciplinary action, if applied, is appropriate to the breach of policy.

You should:

  • Co-operate in any investigation
  • Not gossip or seek to influence others not party to the compliant
  • Not be victimised and not victimise the person complaining about you.

Depending on the complaint you may be asked to stand aside or be moved to another position while an investigation is underway.

To find out more about what to expect if you are involved in a complaint refer to your sports Member Protection policy or contact your Member Protection Information Officer. If the complaint is referred to an external agency (e.g. an anti-discrimination agency) contact them for information and advice about their complaints process.

You can download the What Happens When You’re Complained About info-graphic.