COMPLAINTS & COMPLAINT HANDLING
In any sport, issues and concerns may occasionally arise.
It is therefore essential that they are raised promptly with the club so that they can be addressed fairly, efficiently, and effectively.
Where unacceptable spectator behaviour occurs on match day, this should be reported to a jacketed official who may be able to address the issue directly with the person(s) and resolve the issue.
Below are links which have more information on complaints and complaint handling processes and understanding some of the common issues which can arise is grassroots football.
COMPLAINT IN RELATION TO YOUR CLUB
Complaints should be made directly to your club in the first instance.
To make a complaint to your club, first consider discussing the issue with the club Member Protection Information Officer (MPIO), or a club official such as the Age Coordinator, Secretary or President. If a resolution isn’t reached, consider requesting a formal meeting, or discuss other available options.
If a formal complaint process is necessary, submit a formal written complaint to the Club Secretary, including your contact details and all relevant facts relating to your concerns. Ensure the complaint is submitted within a reasonable time after the occurrence and be prepared for the person you are complaining about to be informed and given a chance to respond, as this is a necessary to enable procedural fairness.
COMPLAINT IN RELATION TO AN ISSUE WITH ANOTHER CLUB
Most issues arise from something that has occurred on Match Day, and a person involved or witnessed the issue wants to lodge a complaint.
The first step is to send correspondence/report to your Club Secretary which clearly articulates the issue(s).
Before lodging a complaint, it is important to clearly identify
- What happened
- Where it happened
- When it happened
- Who was involved
- Who witnessed it
The Club then has the opportunity to review the issue and make a determination on the next step(s) to take.
Steps could include seeking further reports from club members, discussing the issue with the opposing club and resolving the issue, sending the complaint onto Football South Coast.
Complaints sent directly to FSC will in the majority of cases be referred back to your Club, as the Club is the first step in this process.