Complaints Management Policy

Purpose

This policy outlines how concerns, complaints, safeguarding matters and disciplinary appeals are managed.
Urban Rec is committed to providing a safe, inclusive and enjoyable environment for participants, staff, volunteers, contractors and partners.
We encourage people to raise concerns early so they can be addressed fairly, respectfully and consistently.

Scope

This policy applies to:

  • Service complaints.
  • Code of Conduct concerns.
  • Behavioural complaints.
  • Harassment, bullying or discrimination concerns.
  • Safeguarding matters.
  • Participant safety concerns.
  • Appeals of disciplinary decisions.

Any other matter impacting the Urban Rec community.

Our Approach

Urban Rec aims to manage complaints in a way that is:

Fair
All parties will be given an opportunity to provide relevant information.

Respectful
Everyone involved will be treated with dignity and professionalism.

Confidential
Information will only be shared with those who need it to assess, investigate or resolve the matter.

Proportionate
Minor concerns will be managed appropriately, while serious matters will receive a more formal response.

How to Make a Complaint

All complaints must be submitted via email to:
📧 [email protected]

Please include as much information as possible, including:

  • What happened.
  • Who was involved.
  • When and where it occurred.
  • Any witnesses.
  • Any supporting information or evidence.

Urban Rec does not accept formal complaints via social media, text message or phone.

Fun Points & Competition Feedback

Urban Rec recognises that not every negative playing experience is a disciplinary matter.

Teams and participants may occasionally encouter opponents whose playing sty;e, competitiveness or approach differs from their own. While this may impact enjoyment, it does not necessarily indicate a bread of an Urban Rec policy.

Participants are encouraged to use the Fun Points system to provide feedback on sportsmanship, inclusiveness, respect and overall league experience. 

Formal complaints should generally be reserved for matters involving safety concerns, misconduct, harassment, discrimination, abust or breaches of Urban Rec policies.

Urban Rec may determine that a matter is more appropriately addressed through the Fun Point system, League Integrity processes or direct participant feedback rather than a formal complaints process.

Serious or Urgent Concerns

Concerns involving participant safety, harassment, abuse, discrimination, threats, violence or other serious misconduct should be reported as soon as possible.
Where there is an immediate risk to a person's safety, participants should contact emergency services before contacting Urban Rec.

How Complaints Are Managed

Complaints are managed by Urban Rec's Compliance & Integrity Officer, with support from relevant managers where required.
Depending on the nature of the matter, Urban Rec may:

  • Seek additional information.
  • Obtain witness statements.
  • Review League Host reports.
  • Review relevant records or communications.
  • Attempt informal resolution.
  • Conduct a formal investigation.
  • Refer the matter under another Urban Rec policy.

Not all complaints require a formal investigation.

Outcomes

Following a review, Urban Rec may:

  • Provide clarification or education.
  • Facilitate a resolution between parties.
  • Issue feedback, coaching or warnings.
  • Take action under the Disciplinary Policy.
  • Take action under the Harassment, Abuse & Safeguarding Policy.
  • Determine that no further action is required.

Outcomes will depend on the circumstances and available information.

Disciplinary Appeals

Participants or team captains who wish to appeal a disciplinary outcome must submit their appeal in writing to [email protected] within 7 days of being notified of the decision.
Appeals should clearly outline:

  • The decision being appealed.
  • Why the decision is believed to be incorrect or unreasonable.
  • Any additional information the reviewer should consider.

Appeals will be reviewed by Urban Rec management or a designated review panel.
The outcome of the appeal will be communicated as soon as reasonably practicable and will be considered final.

Anonymous Complaints

Urban Rec may accept anonymous complaints.
However, anonymous complaints can be more difficult to investigate and may limit Urban Rec's ability to take action.

False or Misleading Complaints

Urban Rec encourages participants to raise concerns in good faith.
Knowingly false, misleading or malicious complaints may themselves be treated as a breach of the Code of Conduct and may result in disciplinary action.

Privacy & Confidentiality

Urban Rec will handle complaints as confidentially as reasonably possible and will only share information where necessary to assess, investigate or resolve a matter.

To ensure a fair process, Urban Rec may need to contact individuals who are the subject of a complaint and provide them with suffcient information to understand and respond to the allegations. 

While Urban Rec will take reasonable steps to protect the privacy of those involved, anonymity cannot always be guaranteed where it would prevent a fair investigation or response.

Urban Rec will not unnecessarily disclose the identity of a complainant and will only share information that is reasonably required to assess, investigate or resolve a matter.

Disciplinary outcomes will generally only be communicated to those direcly involved.

Related Policies

This policy should be read in conjunction with:

  • Code of Conduct
  • Fun First Policy
  • Disciplinary Policy
  • Harassment, Abuse & Safeguarding Policy
  • Inclusion Policy

Review
Approved By: Urban Rec Management Team
Last Updated: June 2026
Next Review Date: June 2027