Warragul Basketball Association
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Complaints
Complaints
We are committed to providing a safe, fair, and respectful environment for all players, coaches, referees, volunteers, and supporters. Concerns are managed promptly, fairly, and in line with our values.
About Our ProcessComplaints Overview
The Board of Directors of the Warragul and District Amateur Basketball Association (WBA) has a responsibility to ensure that complaints are managed and resolved fairly, efficiently, promptly and in accordance with the Codes of Conduct, processes, and procedures of Basketball Victoria (BV) and WBA.
Our Commitment
- Resolve complaints fairly, efficiently and promptly
- Act in accordance with BV and WBA Codes of Conduct
- Maintain transparency while protecting complainants
- Uphold the privacy of all parties involved
Key Requirement
All formal complaints must be submitted electronically using the approved online form. This ensures every complaint is properly documented, tracked, and directed to the right person to be addressed appropriately.
Step by StepHow to Make a Complaint
If you have a concern, please follow these steps. Many issues can be resolved quickly through open communication — but where that's not possible, our formal process is here to help.
Where possible, raise your concern directly with the person involved or the relevant team official. Many issues can be resolved quickly through open and respectful communication.
If the matter cannot be resolved informally, or you feel uncomfortable doing so, lodge a formal complaint using our official online form. All formal complaints must be submitted electronically.
→ Submit the WBA Complaints E-Form
Once submitted, your complaint will be acknowledged within 3 working days and forwarded to the appropriate person or committee. It will be reviewed and assessed in line with Basketball Victoria and/or the Association's policies.
You will be advised of the outcome once the review is complete. Outcomes may include mediation, education, disciplinary action, or no further action if the complaint is not substantiated.
CategoriesTypes of Complaint
The following identifies who is accountable for each type of complaint. Note that one complaint may fall into two or more categories — in such cases, more than one investigation process may be undertaken.
Child Safety
Any complaint where the safety of a minor has been placed at risk or potential child abuse has occurred.
Child Safety & Integrity OfficerJunior Country Representative Program
Complaints against a player or coach of any junior representative team, or regarding representative program management (e.g. team selection, tournament behaviour).
Rep Programs & Community Engagement CoordinatorVJBL Competition
Complaints against a player or coach of a VJBL team, or regarding the VJBL process.
Rep Programs & Community Engagement CoordinatorSenior Domestic
Complaints against a player or coach of any senior domestic team, or regarding senior domestic competition processes.
Domestic Competitions & Administration CoordinatorJunior Domestic
Complaints against a player or coach of any junior domestic team, or regarding junior domestic competition processes.
Domestic Competitions & Administration CoordinatorReferee Complaints
Complaints regarding the conduct or decisions of referees during any WBA competition.
Referee AdvisorMember Protection Issues
Complaints relating to the treatment, welfare, or protection of members within the Association.
Member Protection OfficerOther Issues
Any complaint — operational or otherwise — that does not fit into the above categories.
General ManagerWhat Happens NextComplaints Process Steps
Once a complaint is lodged, it is managed through the following steps by WBA Operations and relevant Association Leaders.
Operations Management assesses the complaint and distributes it to the relevant Association Leader(s). Receipt is acknowledged to the complainant within 3 working days.
Operations Management formally documents the complaint in the WBA Complaints System to ensure a clear record is maintained throughout.
The relevant Association Leader(s) investigate the complaint in a timely fashion — gathering information from the complainant, named parties, club officials, and any relevant witnesses.
The relevant Association Leader(s) document all information gathered, summarise findings using an approved standard form, and record outcomes in the Complaints System.
Outcomes are communicated in writing to all relevant parties by Operations Management. For Child Safety matters, the Child Safety Advisor communicates directly with affected parties.
Operations Management provides a status report on all active and recently completed complaints to the Board of Directors at each Board meeting.
Any involved party may apply to the Board for review if the investigation was unfair, poorly conducted, inequitable, or resulted in an inappropriate penalty. The Board's decision is final. Appeals are heard by a three-director sub-committee with no conflict of interest.
Separate ProcessBasketball Victoria Tribunals
The WBA complaints process is separate from any referral to the Basketball Victoria Tribunals process.
Please ReadImportant Notes
- All complaints will be treated confidentially and respectfully.
- Complaints must be made via the official process to ensure they are documented and addressed appropriately.
- Anonymous complaints will not be actioned.
- All complaints regarding incidents at domestic club events must be submitted via the Club making the complaint. The only exception is a parent or other person reporting a child safety issue.
- Abuse of the complaints process (e.g. frivolous or vexatious complaints) may result in disciplinary action.
ResourcesPolicy & Form Downloads
Download a copy of our Complaints Handling Policy or the official Complaint Form for reference.
