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. Depending on the nature of the complaint, you may be required to complete a complaint form to ensure we have all the necessary details to address your concern effectively.

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

You can email the incident to support@baysidedistrictnetball.com.au. We maintain a register of incidences and complaints for a period of 7 years.

What types of issues can I raise a complaint about?

You can raise complaints 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.

Can I make a complaint anonymously?

Yes, you can lodge a complaint anonymously. However, please note that anonymous complaints may limit our ability to thoroughly investigate and resolve the issue.

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 initiate an investigation if necessary. 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.

What if I feel uncomfortable or unsafe lodging a complaint?

If you feel uncomfortable or unsafe, you can lodge your complaint through a trusted third party or anonymously. You can also reach out to an independent support service for assistance.