Complaints Procedure Policy

1. Purpose

Knox United Soccer Club (KUSC) is committed to providing a safe, respectful, inclusive and enjoyable environment for all players, coaches, volunteers, officials, parents, spectators and members.

This policy establishes a fair, transparent and consistent process for receiving, managing and resolving complaints relating to club activities, behaviour, decisions and operations.

2. Scope

This policy applies to all players, parents and guardians, coaches and assistant coaches, team managers, committee members, volunteers, match officials, spectators and members of Knox United Soccer Club.

The policy applies to all club-related activities including training sessions, matches, club events, meetings, social functions, electronic communications and social media activity relating to the Club.

3. Guiding Principles

All complaints will be managed in accordance with the following principles:

• Fairness and impartiality
• Respect and confidentiality
• Timely resolution
• Natural justice
• Child safety considerations
• Compliance with Football Victoria and Football Australia regulations

The Club encourages concerns to be raised early and resolved at the lowest appropriate level wherever possible.

4. What is a Complaint?

A complaint may relate to unsporting behaviour, harassment, bullying or discrimination, breaches of Club policies or Codes of Conduct, coaching or team management concerns, club administration matters, player welfare and safety concerns, selection or disciplinary process concerns, or conduct of members, spectators, officials or volunteers.

The following are generally not considered complaints under this policy unless there is evidence of misconduct, discrimination, bias or a breach of Club policy:

• Team selection decisions made by coaches
• Playing time decisions made by coaches
• Tactical decisions during matches
• Football-related performance decisions

5. Informal Resolution

Where appropriate, members are encouraged to resolve concerns informally.

This may include speaking respectfully with a coach regarding a misunderstanding, discussing a team issue with the Team Manager, or raising administrative matters directly with the relevant Club Officer.

Many concerns can be resolved quickly through respectful communication without the need for a formal complaint.

6. Formal Complaints Process

If a matter cannot be resolved informally, a formal complaint may be submitted.

Complaints should:

• Be submitted in writing
• Include the complainant’s name and contact details
• Clearly outline the issue
• Include relevant dates, times and witnesses where applicable
• State any steps already taken to resolve the matter

Formal complaints should be submitted to the Club Secretary, or to the Child Safety Officer for complaints involving children or child safety concerns.

7. Complaint Assessment

Upon receiving a complaint, the Club will:

1. Acknowledge receipt within 7 days where practicable
2. Assess the nature and seriousness of the complaint
3. Determine the appropriate person or panel to manage the matter
4. Refer the matter to Football Victoria, Football Australia, law enforcement or government authorities where required

Complaints involving child safety, abuse, criminal conduct or serious misconduct will be escalated immediately.

8. Investigation Process

Where investigation is required, the Club may gather relevant information and documentation, interview involved parties, seek witness statements, and review relevant policies and regulations.

All parties will be given a reasonable opportunity to present their version of events. The Club will act impartially and without prejudice.

9. Outcomes

Following review of a complaint, possible outcomes may include:

• No further action required
• Informal mediation
• Education or counselling
• Verbal warning
• Written warning
• Behavioural agreement
• Suspension from club activities
• Referral to Football Victoria or Football Australia
• Termination of membership in serious cases

The outcome will be communicated to relevant parties where appropriate.

10. Confidentiality

The Club will treat complaints confidentially wherever possible.

Information will only be shared with individuals who need to know in order to investigate or resolve the matter.

All participants are expected to maintain confidentiality throughout the process.

11. Vexatious or Malicious Complaints

Knox United Soccer Club expects complaints to be made honestly and in good faith.

Any complaint found to be deliberately false, malicious or intended to cause harm may itself be considered a breach of the Club's Code of Conduct and may result in disciplinary action.

12. Child Safety Matters

Any complaint involving child abuse, grooming behaviour, harm to a child or child safety concerns must be reported immediately to the Club Child Safety Officer.

The welfare and safety of children will always take priority over any sporting or club consideration.

13. Record Keeping

The Club Secretary will maintain a secure register of formal complaints including:

• Date received
• Nature of complaint
• Actions taken
• Outcome
• Date resolved

Records will be maintained in accordance with privacy obligations.

14. Protection from Victimisation

No person will be disadvantaged, victimised or treated unfairly because they have made a complaint in good faith or participated in a complaints process.

Retaliation against any person involved in a complaint is prohibited and may result in disciplinary action.

15. Policy Review

This policy will be reviewed every two years or sooner if required by changes to legislation, Football Victoria regulations or Club governance requirements.