Complaint Handling Process

1. Purpose

Central Highlands Pickleball Club Incorporated (CHP) is committed to providing a fair, transparent, proportionate and respectful process for members and participants to raise concerns or complaints.

The purpose of this process is to ensure complaints are:

  • Taken seriously.

  • Assessed objectively.

  • Handled as confidentially as reasonably practicable.

  • Dealt with in a timely and proportionate manner.

  • Considered fairly for all people involved.

  • Resolved wherever reasonably possible.

  • Managed in a way that protects complainants, respondents, members and Club volunteers.

  • Referred to an appropriate process or external organisation where required.

The making of a complaint does not establish that an allegation is true or that misconduct has occurred.

CHP will consider the available information and determine the appropriate pathway for dealing with the matter.

2. Scope

This process may apply to complaints concerning:

  • Member or player conduct.

  • Committee or volunteer conduct.

  • Coaching or session activities.

  • Club events.

  • Tournaments, competitions and Rumbles.

  • Club communication channels.

  • Bullying, harassment or inappropriate behaviour.

  • Alleged breaches of CHP policies.

  • Club administration or governance.

  • Other matters materially connected with CHP or its activities.

This process provides CHP's general mechanism for receiving and initially assessing complaints.

Some matters are subject to specific procedures under the CHP Rules of Association or other applicable requirements.

In particular:

  • A grievance within the meaning of the Rules of Association must be handled under the grievance procedure in those Rules.

  • Formal disciplinary action against a member must be handled under the disciplinary procedure in those Rules.

  • Child safety, criminal, integrity or other serious matters may require referral to another process or authority.

Where a mandatory process applies, that process takes precedence.

3. Who Can Make a Complaint?

A complaint may be made by:

  • A CHP member.

  • A junior member through an appropriate parent, guardian or representative.

  • A parent or guardian.

  • A player or participant.

  • A coach or session manager.

  • A volunteer.

  • A Committee member.

  • A visitor or guest.

  • Another person directly affected by a CHP-related matter.

4. How to Make a Complaint

Where possible, formal complaints should be made in writing through CHP's nominated complaint channel.

Complaints concerning Club governance or Committee decisions should ordinarily be directed to the Committee rather than separately to multiple Committee members.

A complaint should, where possible, include:

  • The complainant's name and contact details.

  • A clear description of the concern.

  • Relevant dates, times and locations.

  • The names of people involved.

  • Relevant supporting information.

  • Witnesses who may have relevant information.

  • Steps already taken to resolve the issue.

  • The outcome being sought, where applicable.

A person is not required to prove their complaint before submitting it.

However, sufficient information should be provided to allow CHP to understand and reasonably assess the matter.

Anonymous Complaints

CHP may consider an anonymous complaint where sufficient information is available to reasonably assess or act upon the concern.

CHP's ability to investigate or resolve an anonymous complaint may be limited where further information or the complainant's participation is reasonably required.

5. Informal Resolution

Where appropriate and safe, CHP encourages minor concerns and disagreements to be resolved informally.

This may include:

  • A respectful conversation.

  • Clarification of a misunderstanding.

  • An apology.

  • Clarification of CHP rules or procedures.

  • Facilitated discussion.

  • Mediation where appropriate.

  • Another reasonable resolution agreed between the parties.

Informal resolution may not be appropriate where the matter involves:

  • Serious misconduct.

  • Bullying or harassment.

  • Threats or violence.

  • Discrimination.

  • Child safety concerns.

  • Suspected criminal conduct.

  • A significant power imbalance.

  • A significant conflict of interest.

  • Circumstances where direct contact would be inappropriate or unsafe.

A person is not required to attempt informal resolution before raising a serious concern.

6. Formal Complaint Process

Where a formal complaint is received, the following process will generally apply.

Step 1: Receipt and Acknowledgement

The Committee or nominated person will acknowledge receipt as soon as reasonably practicable.

Acknowledgement does not mean:

  • The complaint has been accepted as valid.

  • The allegations have been substantiated.

  • Misconduct has occurred.

  • Disciplinary action will follow.

Step 2: Initial Assessment

CHP will undertake an initial assessment.

This may consider:

  • The nature and seriousness of the allegations.

  • Whether sufficient information has been provided.

  • Whether the matter falls within CHP's responsibility.

  • Whether there is an immediate safety concern.

  • Whether a conflict of interest exists.

  • Whether the matter has previously been considered.

  • Whether informal resolution is appropriate.

  • Whether another CHP policy applies.

  • Whether the matter constitutes a grievance under the Rules of Association.

  • Whether formal disciplinary proceedings may be required.

  • Whether Pickleball Victoria, Pickleball Australia, Sport Integrity Australia or another organisation should be involved.

  • Whether the matter should be referred to an external authority.

CHP may request additional information before determining the appropriate pathway.

Step 3: Conflict of Interest Check

Any person involved in receiving, assessing or managing a complaint should disclose an actual, potential or perceived conflict of interest.

Where a Committee member has a material personal interest, the requirements of the CHP Rules of Association apply.

The person must not participate in a manner prohibited by those Rules.

Where necessary, CHP may nominate another appropriate person or seek independent or external assistance.

Step 4: Determine the Appropriate Pathway

Following initial assessment, CHP may determine that:

  • No further action is required.

  • Further information is required.

  • Informal resolution should be attempted.

  • The matter can be addressed through ordinary Club administration.

  • Another CHP policy applies.

  • The matter should proceed through the grievance procedure contained in the Rules of Association.

  • The Committee should consider whether formal disciplinary action is warranted under the Rules of Association.

  • The matter should be referred to a governing body.

  • The matter should be referred to an external authority.

  • Another reasonable and lawful pathway is appropriate.

The complaint handling process itself does not impose formal disciplinary sanctions on a member.

Step 5: Information Gathering

Where appropriate before determining or progressing the applicable pathway, CHP may gather relevant information.

This may include:

  • Information from the complainant.

  • Information from the person complained about.

  • Club records.

  • Emails and messages.

  • Photographs or video legitimately available to CHP.

  • Witness information.

  • Applicable policies and rules.

  • Other relevant information.

Information gathering must not be used to bypass a procedure required by the Rules of Association.

Step 6: Opportunity to Respond

Where allegations are made against an identifiable person and CHP may make an adverse finding or take significant action affecting that person, procedural fairness should be provided.

This will ordinarily include:

  • Reasonable information about the substance of the allegation.

  • A reasonable opportunity to provide their account.

  • An opportunity to provide relevant information.

Where the disciplinary procedure under the Rules of Association applies, the specific notice and hearing requirements in those Rules must be followed.

No person will be found responsible for misconduct solely because a complaint has been made against them.

Step 7: Outcome or Referral

Depending upon the circumstances and applicable process, the complaint handling stage may result in:

  • No further action.

  • Informal resolution.

  • Clarification of CHP rules or procedures.

  • An agreed apology.

  • Guidance or education.

  • Changes to Club procedures or administration.

  • Reasonable operational changes.

  • Referral to the grievance procedure under the Rules of Association.

  • Referral for consideration of disciplinary proceedings under the Rules of Association.

  • Referral to Pickleball Victoria or Pickleball Australia.

  • Referral to Sport Integrity Australia.

  • Referral to another appropriate authority.

Any formal reprimand, suspension of membership rights or expulsion must be dealt with under the disciplinary provisions of CHP's Rules of Association.

Step 8: Notification

The complainant will generally be advised that the matter has been considered and, where appropriate, informed of the outcome or pathway.

A person who is the subject of the complaint will be informed of findings or decisions directly affecting them where appropriate.

Privacy and confidentiality obligations may prevent CHP from providing one party with all details concerning another person.

7. Decision to Take No Further Action

Not every complaint requires investigation, mediation or disciplinary proceedings.

CHP may determine that no further action is required where:

  • The alleged conduct would not constitute a breach even if established.

  • Insufficient information is available to reasonably proceed.

  • The matter falls outside CHP's responsibility.

  • The complaint concerns a reasonable sporting, operational or Committee decision rather than misconduct.

  • The matter has already been appropriately considered.

  • The matter is more appropriately dealt with elsewhere.

  • The complaint is substantially repetitive and contains no materially new information.

  • Further action would not be reasonable or proportionate.

Where appropriate, the complainant will be advised that the matter has been considered and no further action will be taken.

8. Timeframes

CHP is a volunteer-run community sporting organisation and does not guarantee immediate responses.

The Committee will endeavour to:

  • Acknowledge formal complaints within a reasonable timeframe.

  • Conduct an initial assessment as soon as reasonably practicable.

  • Keep directly affected parties appropriately informed.

  • Provide reasonable opportunities to respond.

  • Progress matters as efficiently as circumstances allow.

Complex matters or matters requiring external advice may take additional time.

Committee members are not required to provide repeated progress updates or respond to repetitive correspondence while a matter is actively being considered.

9. Repetitive, Vexatious or Unreasonable Complaints

CHP will consider legitimate complaints made in good faith.

A complaint will not be regarded as vexatious merely because:

  • It criticises CHP or the Committee.

  • The complainant strongly disagrees with a decision.

  • It cannot ultimately be substantiated.

  • The complainant does not receive their preferred outcome.

However, CHP may establish reasonable communication boundaries where:

  • A matter has already been appropriately considered.

  • No materially new information has been provided.

  • A complaint substantially repeats an earlier complaint.

  • Club processes are being used primarily to harass, intimidate or target another person.

  • Repeated unreasonable demands are being placed on volunteers.

  • Communications become threatening, abusive or harassing.

  • Multiple Committee members are repeatedly contacted seeking a different outcome.

  • Club processes are deliberately being used to disrupt Club operations.

CHP may advise that a matter is closed and that further substantially repetitive correspondence will not receive a substantive response unless materially new information is provided.

This section does not prevent a person from exercising rights available under CHP's Rules of Association or applicable law.

10. Confidentiality

Complaints will be handled as confidentially as reasonably practicable.

Information may be shared where reasonably necessary to:

  • Assess the complaint.

  • Allow another person to respond.

  • Conduct an applicable process.

  • Protect safety or wellbeing.

  • Obtain appropriate advice.

  • Implement an outcome.

  • Comply with legal or governing-body requirements.

Absolute confidentiality cannot be guaranteed.

Nothing in this section prevents a person from seeking appropriate independent advice or making a legitimate report to an external authority.

11. Protection From Retaliation

CHP will not tolerate retaliation against a person merely because they:

  • Made a genuine complaint in good faith.

  • Provided relevant information honestly.

  • Participated appropriately in a complaint process.

  • Acted as a witness.

  • Assisted another person to appropriately raise a concern.

Retaliation, intimidation, victimisation or harassment may itself constitute misconduct.

This does not prevent CHP from responding appropriately where a person knowingly makes materially false or malicious allegations.

An allegation that cannot be substantiated is not, merely for that reason, a false or malicious complaint.

12. Interim and Immediate Action

CHP may take reasonable precautionary or operational measures while a matter is being assessed where necessary to protect:

  • Participant safety.

  • Children or young people.

  • Club volunteers.

  • Club property.

  • Venue requirements.

  • The orderly operation of Club activities.

Depending upon the circumstances, this may include:

  • Separating participants.

  • Changing playing arrangements.

  • Changing coaching or volunteering arrangements.

  • Requiring communication through a nominated representative.

  • Removing a person from a particular session or event where reasonably necessary.

  • Contacting venue management.

  • Contacting an appropriate authority.

Interim measures are precautionary and do not constitute a finding of misconduct.

An operational restriction relating to a particular activity must not be used as a substitute for formally suspending a person's membership rights.

Where CHP proposes formal suspension of membership rights, the disciplinary procedure contained in the Rules of Association must be followed.

13. Urgent or Serious Matters

Where a complaint involves an immediate safety concern, serious misconduct, threats, violence, child safety concerns, suspected criminal conduct or another serious matter, CHP may bypass ordinary informal processes.

Depending upon the circumstances, CHP may seek assistance from or refer the matter to:

  • Victoria Police.

  • Emergency services.

  • Child safety authorities.

  • Pickleball Victoria.

  • Pickleball Australia.

  • Sport Integrity Australia.

  • CHP's insurer.

  • Legal or professional advisers.

  • Another appropriate authority.

CHP's internal complaints process does not replace a legal obligation or a person's right to make a legitimate external report.

14. Grievances, Disciplinary Appeals and Reviews

Where the CHP Rules of Association provide a grievance, disciplinary appeal or other review mechanism, that process applies.

This Complaint Handling Process does not create an alternative appeal process for decisions made under the Rules of Association.

For ordinary administrative or operational decisions that are not subject to a prescribed review process, CHP may reconsider a decision where reasonable grounds exist, including:

  • Material new information.

  • A significant procedural error.

  • A previously unidentified material conflict of interest.

  • Materially changed circumstances.

Whether an ordinary administrative decision is reconsidered remains a matter for the Committee, subject to CHP's Rules of Association and applicable law.

A request for reconsideration does not provide an unlimited opportunity to repeatedly revisit the same matter.

15. Record Keeping

CHP may maintain appropriate records of:

  • Formal complaints.

  • Significant incidents.

  • Relevant information gathered.

  • Decisions.

  • Referrals.

  • Disciplinary proceedings.

  • Outcomes.

Records will be appropriately secured and handled consistently with applicable privacy requirements.

16. Fairness and Natural Justice

CHP will seek to ensure its complaint processes are:

  • Fair.

  • Impartial.

  • Proportionate.

  • Respectful.

  • Based upon relevant information.

  • Consistent with procedural fairness and natural justice.

CHP will not predetermine an outcome merely because a complaint has been made.

The interests and rights of both complainants and respondents will be appropriately considered.

Where the Rules of Association prescribe a particular procedure, that procedure must be followed.

17. Protection of Volunteers

CHP Committee members and many people responsible for operating the Club are volunteers.

The complaints process must not itself be used to overwhelm, intimidate, harass or exhaust volunteers.

Where communication becomes excessive, repetitive or unreasonable, CHP may:

  • Nominate a single point of contact.

  • Consolidate correspondence.

  • Establish reasonable communication boundaries.

  • Establish reasonable response timeframes.

  • Require communication in writing.

  • Decline to substantively respond to repetitive correspondence.

  • Restrict direct communication with individual Committee members while maintaining an appropriate Club communication pathway.

  • Refer the matter to an appropriate independent person or governing body.

These measures do not prevent a person from raising a genuine complaint or exercising rights under the Rules of Association or applicable law.

18. Relationship With Other Policies

This process should be read together with:

  • CHP Rules of Association.

  • CHP Code of Conduct.

  • CHP Member Protection Policy.

  • CHP Committee Protection Policy.

  • CHP Conflict of Interest Policy.

  • CHP Child Safety policies and procedures.

  • CHP Privacy Policy, where applicable.

  • Applicable tournament, competition and Rumble rules.

  • Applicable Pickleball Victoria policies.

  • Applicable Pickleball Australia policies.

  • Applicable Sport Integrity Australia policies.

Where another governing document establishes a mandatory or more specific process, that process takes precedence.

19. Relationship With the Rules of Association

This process operates subject to the Central Highlands Pickleball Club Incorporated Rules of Association and applicable law.

Nothing in this process is intended to limit, replace or override any right, obligation, disciplinary procedure, grievance procedure or appeal right established by the Rules of Association or applicable law.

Where there is any inconsistency, the Rules of Association and applicable law prevail.

20. Policy Administration

This process will be reviewed annually or earlier where required because of:

  • Legislative or regulatory changes.

  • Changes to governing-body requirements.

  • Changes to CHP operations.

  • Significant complaints or incidents.

  • Lessons arising from previous complaints.

The CHP Committee is responsible for ensuring this process remains current and appropriate.

Version: 1.1
Effective Date: September 2025
Last Review Date: August 2026
Responsible Body: CHP Committee
Approved by: CHP Committee
Review: Annually or as required