Issue resolution

Everyone involved with the club (players, parents, spectators, volunteers) must act in accordance with the FFA National Member Protection Policy. It contains a Code of Conduct which outlines expectations of behaviour.

 We promote an inclusive culture that ensures the safety and wellbeing of all members. Unfortunately, things do sometimes go wrong, and you are encouraged to let us know if there is an issue you cannot self-manage. This enables the club to act and allows us to proactively improve.

The following is a step-by-step guide to resolving issues.

1. Self-management

Try to resolve the problem directly with the other person involved. Self-management can quickly resolve many lower level and ‘accidental’ issues.

2. Obtain Information and Support

Contact the club’s Member Protection Information Officer (MPIO) via email or mobile. Contact details are here. Our MPIO will listen, provide assistance and explain your options (based on our complaints procedures and Member Protection Policy).

Approaching the MPIO is recommended if you:

  • have not been able to self-manage the problem
  • are not sure how to handle the problem
  • want to talk about the problem and get some more information
  • continue to experience the problem after approaching the other person or people involved.

Please don’t hesitate to contact our MPIO, and please seek help as soon as possible. If an incident occurs for example on a Saturday morning and you are unable to resolve it, consider contacting the MPIO on the same day, rather than waiting until Monday.

Note: State laws state that designated individuals must report allegations or suspected incidents of child abuse. If unsure of your requirements, contact your local child protection agency or the police to seek advice.

3. Informal Internal Process 

After talking with the MPIO, you may decide:

  • you do not want to take the matter further
  • to try and work out your own resolution, with or without support
  • to seek an informal mediated resolution with the help of a third person such as a mediator or an official.

4. Formal Internal Process 

If the complaint has not been resolved, you may decide to write a formal complaint to the Club President.

A formal procedure is most appropriate when:

  • matters have not been satisfactorily resolved at the informal level
  • matters involve serious allegations
  • the other person denies the allegations
  • the person or people being complained about are more senior than the person with the complaint.

A formal internal complaint usually involves an investigation of the complaint and recommendations about outcomes.

5. Appeals Process

If you or the other party are not happy with the process or outcome of the investigation, or any recommended mediation does not result in a mutually acceptable solution, then either party is entitled to appeal.

In an appeals process, the complaint is reheard by a different investigator/decision maker and the decision is reviewed. A person has the right to one internal appeal.

6. External Options

If the internal complaint resolution procedure does not achieve a satisfactory outcome, or either party believes it would be impossible to get an impartial resolution within the club, they may approach an external body (such as an antidiscrimination agency) for advice or to lodge a complaint at any time during the process.

Check the club’s Grievance Policy or speak to the MPIO for further information.

More about the MPIO role

MPIOs are trained to be the first point of contact for any person considering making a complaint under the Member Protection Policy. The MPIO is responsible for providing information about a person’s rights, responsibilities and options when making a complaint or raising a concern. They provide confidential, impartial* and timely information and support during the complaint process. They do NOT investigate matters, advise or advocate for the complainant. MPIOs may elect to accompany complainants, if requested, to talk with someone else.
(*The MPIO is not an elected member of the KPFC committee).