How do I lodge a complaint?

You can lodge a complaint by completing the complaints form on our website (Resources > Complaints) or by contacting our Complaints Officer via email, phone, or in person.

What happens if I don’t want to lodge a formal complaint but just want an incident known.

You can email the incident to complaints@baysidedistrictnetball.com.au. We maintain a register of incidences and complaints.

What types of issues can I raise an incident report OR  complaint about?

You can raise complaints or report incidents about any matter that impacts your experience with our organisation, including breaches of codes of conduct, staff conduct, child safety concerns, or any breaches of policies or procedures.

How long will it take to resolve my complaint?

The time frame depends on the nature and complexity of the complaint. We aim to acknowledge receipt of your complaint within 2 business days and provide a resolution or update within 14 business days.

What should I do if my complaint involves a child safety concern (adult and minor)?

If your complaint involves a child safety concern, please notify our Complaints Officer immediately. In cases of serious incidents or potential harm, contact the Police or Child Protection services as a first priority. Our organisation will cooperate fully with any external investigations.

What happens after I lodge a complaint?

Once your complaint is received, it will be reviewed by our Complaints Officer. They will acknowledge your complaint, assess the issue, and if required initiate an investigation . Both  parties concerned have the right to know the details of the complainant and the context of the complaint. You will be kept informed of the progress and outcome.

Will my complaint be kept confidential?

All complaints are handled with the utmost confidentiality. Information will only be shared with those directly involved in resolving the complaint or with external authorities if required by law (e.g. in child safety cases).

Please be aware the respondent is legally entitled to know the identity of the complainant. 

Can I appeal the outcome of my complaint?

The complainant – The complainant has no recourse to appeal the outcome of a complaint.

The respondent – Yes, if you are dissatisfied with the outcome of your complaint, you can request a review or appeal. Please contact the Complaints Officer for further instructions on the appeals process.

Can someone assist me in making a complaint?

Yes, our Complaints Officer is available to guide you through the process and provide support. You may also involve a trusted person to assist you in lodging your complaint if needed.