Southern Suns Club Policy: Complaints & Grievance
This policy provides guidance for handling concerns and disputes related to club matters. It does not override competition or state governing body policies, including Basketball Victoria’s Codes of Conduct and Member Protection Bylaws.
Definitions:
• Complaint: A general expression of dissatisfaction with a situation or another person’s behaviour.
• Grievance: A serious allegation of harassment, discrimination, or vilification.
• Mediation: An attempt to reach a peaceful resolution through an independent third party.
Complaints Procedure
1. Attempt to resolve the matter directly with the other party in a calm and respectful manner.
2. If unresolved, submit a written complaint to the club representative.
3. If dissatisfied with the resolution, escalate the matter to the Club Committee for review.
4. The club will attempt to mediate within two weeks of the next committee meeting.
5. If mediation is successful, no further action is required.
6. If mediation fails, the complainant may escalate the issue by submitting a written grievance within seven days.
Grievance Procedure
1. Grievances must be submitted in writing and logged in the grievance register.
2. The club secretary assesses the grievance within seven days and determines the appropriate course of action:
o Dismissal (if vexatious or trivial)
o Referral as a complaint
o Formation of a Grievance Panel for legitimate grievances
3. The Grievance Panel (comprised of impartial members) must meet within one month.
4. The panel invites all parties to present their case and delivers a written outcome.
5. If dissatisfied, the complainant may escalate the matter to Basketball Victoria or relevant governing bodies.
All members should be aware that ignorance of harassment, discrimination, or vilification laws is not an excuse.