Complaints and Grievances Policy & Behaviour Management Guidelines

Version 1 – Approved by the Board of the South Yarra Soccer Club on 13 March 2025 

Purpose

To ensure that grievances and complaints raised by junior members, parents/carers, volunteers, or stakeholders are addressed promptly, respectfully, and fairly, with a strong focus on child safety and wellbeing.

Policy Statement

South Yarra Soccer Club – Juniors recognises that, from time to time, concerns or complaints may arise. These matters must be addressed through fair, confidential, and timely processes that prioritise the safety, wellbeing, and dignity of all individuals involved, especially children and young people.

The Club is committed to:

Placing the welfare of children and young people at the centre of all decision-making, in line with our child safety and wellbeing obligations.

  • Providing clear and accessible channels for members to raise concerns or complaints without fear of disadvantage.
  • Encouraging informal, respectful resolution where appropriate and safe to do so.
  • Ensuring that no individual whether raising a complaint or being the subject of one, is unfairly treated or prejudged.
  • Conducting all investigations in a fair, balanced, and confidential manner, with both parties given the opportunity to provide a statement, supporting evidence, or respond to allegations.
  • Involving the Child Safety Officer in any matters that involve or impact children.
  • Ensuring all player complaints is dealt by the designated Coach, Team Manager, or Club Official acting in their official capacity and in accordance with child safety protocols.

This approach reflects our commitment to creating a safe, supportive, and respectful environment for all members of the South Yarra Soccer Club – Juniors community.

Procedure

1. Informal Resolution

Where appropriate, concerns should be resolved informally before proceeding to a formal complaint.

  • Players are encouraged to speak respectfully with one another to resolve any issues during training or on game day.
  • If a parent has a concern about another player, they must report the issue to the Team Manager, Coach, or Club Official, who will record the concern and refer it to the Child Safety Officer as appropriate.
  • Where a complaint does not involve a child, adults are encouraged to resolve the issue directly unless the concern involves abuse, harassment, or bullying, in which case it must be escalated.
  • Game day concerns should be handled respectfully and, where required, raised with the Ground Marshall and, if appropriate, officials from the opposing team.

2. Formal Complaints

If informal resolution is unsuccessful or inappropriate, a formal complaint may be submitted:

  • All formal complaints must be submitted in writing via email to the Juniors Vice President.
  • Verbal complaints will not be accepted unless followed up in writing.
  • Written complaints will be acknowledged within 7 days.
  • The Juniors Vice President will assess the matter and involve relevant parties, including the Child Safety Officer where the issue involves a child.
  • If other parties are involved, and it is deemed appropriate, they will be informed, and a meeting may be arranged by the Child Safety Officer.
  • All formal complaints will be documented.
  • Complaints will be tabled at Committee meetings (with identifying details removed where confidentiality is required) for tracking and oversight.
  • If unresolved, the matter may be escalated to Football Victoria or handled through mediation, as outlined in the Club’s constitution.

Behaviour Management Guidelines

To maintain a safe and respectful environment, the following guidelines must be followed when addressing player behaviour:

  1. Coaches and Team Managers may address minor behavioural concerns directly with players using calm, constructive, and age-appropriate communication.
  2. Issues that are serious, ongoing, or related to player safety must be escalated to Club Officials and/or the Child Safety Officer.
  3. Club Officials and the Child Safety Officer may engage with players where:
    • There is a breach of the Club’s Policies and Codes of Conduct.
    • A formal complaint or concern has been raised.
    • An incident requires intervention beyond the team environment.
  4. Conversations with players must always be age-appropriate, respectful, and align with the Club’s child safety and wellbeing policies.
  5. Parents and carers must never directly approach or engage with a child who is not their own to address behavioural concerns. Any such matters must be managed by a Coach, Team Manager, Club Official, or the Child Safety Officer, and should be handled in a respectful, age-appropriate manner, with the child’s parent or carer involved where appropriate.

Child Safety Protocols

  • All complaints involving a child including safety or wellbeing concerns will be reviewed and addressed by the Child Safety Officer.
  • Under no circumstances is a non-parent/carer permitted to engage directly with a child unless they are a designated Coach, Team Manager, or Club Official acting within their role.

Record Keeping

The Club will maintain a Complaints Register including:

  • Name of complainant (if provided)
  • Nature of the complaint
  • Date received
  • Actions taken
  • Outcome and date of resolution

Unresolved Complaints

If a complaint is not resolved to the satisfaction of the complainant, it may be escalated to Football Victoria or another appropriate authority, depending on the nature of the issue.

Review Cycle

This policy will be reviewed every three years, or earlier if required due to changes in regulations, club operations, or community feedback.

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