Complaints Handling Procedure

 

1. Purpose

Kick to Connect wants every person connected with our programs — young people, parents, coaches, volunteers and staff — to feel safe raising a concern, and confident that it will be taken seriously. This procedure sets out how a concern or complaint is raised, what happens next, and how long it should take. A concern doesn't need to be about something serious to be worth raising. Whether it's a scheduling issue, a behaviour that didn't sit right, or something that made a young person feel unsafe or unwelcome, KTC would rather hear about it early than have it go unspoken.

 

2. Who This Applies To, and What Can Be Raised

This procedure applies to any complaint or concern raised by a young person, parent or guardian, coach — whether delivering a KTC program or undertaking one, such as Coaching Compass, Off Season Compass or 1-on-1 Compass — volunteer, staff member, or any other person connected with a KTC program. It covers concerns about:

• The behaviour or conduct of a coach, volunteer, staff member, or another participant

• A breach, or suspected breach, of the KTC Member Protection Policy or Child Safety Policy

• Discrimination, harassment, bullying, or a young person feeling unsafe or excluded

• The way a program, session or decision was handled

• Anything else that doesn't feel right, even if it's hard to put into words

Concerns about immediate danger to a child, or disclosures of abuse, are treated differently — see Step 2 below, which takes priority over the rest of this process.

 

3. Our Principles

• Every concern is taken seriously, regardless of who raises it or how it's raised

• Confidentiality is respected — information is only shared with people who genuinely need to know, in order to resolve the matter

• No one will be treated unfairly, excluded, or retaliated against for raising a concern in good faith

• Natural justice applies — anyone whose conduct is in question will be given a fair opportunity to respond

• KTC will respond promptly, and will keep the person who raised the concern informed of progress, within the limits of confidentiality

 

4. How to Raise a Concern or Complaint

A concern can be raised with Todd Stewart directly — in person, by phone, by email, or in writing — in whatever way feels most comfortable. It doesn't need to be formal, and the person raising it doesn't need to put it in writing themselves for it to be taken seriously — requiring that would put up a barrier for exactly the people this procedure is meant to protect.

Whatever way a concern is raised, KTC will record it in writing at the time — noting what was said, when, and by whom — so there is always an accurate written record to work from, even where the complaint itself was made verbally. Where possible, this written record will be shared back with the person who raised the concern for them to confirm it reflects what they meant — the writing is done by KTC, not asked of them.

 

4.1 If Your Complaint Is About Todd Stewart

Where a concern involves Todd Stewart directly, it doesn't need to go through Todd at all — it can be raised directly with any of the following independent bodies, depending on what the concern involves:

• Equal Opportunity Commission WA — for discrimination, harassment or victimisation. An independent statutory body that investigates and conciliates complaints, including on behalf of a child by a parent or guardian. Phone (08) 9216 3900, email eoc@eoc.wa.gov.au

• Sport Integrity Australia (Safe Sport Hotline) — 1800 161 361, for anyone in sport to be heard, supported and pointed toward the right next step

• Crisis Care Helpline WA — 1800 199 008 (or (08) 9223 1111 metro), the after-hours service of the Department of Communities Child Protection, for any concern about a child's safety or wellbeing

For anything involving immediate danger to a child, contact Police on 000 first — see Step 2 of the process in Section 6.

 

5. Informal or Formal — Your Choice

Not every concern needs a full investigation, and it's up to the person raising it to decide how they want it handled — unless the nature of the concern means KTC needs to take it further regardless (see Step 2 below).

 

• Informal: you want the issue addressed quietly — for example, a conversation with the person involved, a change to how something is run, or a heads-up so it doesn't happen again. This can often be sorted out quickly, without a formal process.

• Formal: you want the concern properly looked into, recorded, and responded to through the process set out in Section 6. A concern can move from informal to formal at any point — for example, if an informal conversation doesn't resolve things, or if new information comes to light.

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5.1 Mediation

Where a concern involves a disagreement or breakdown between two people rather than a serious breach of policy, KTC may offer mediation — a facilitated conversation with a neutral third person — as a way to resolve things directly, either instead of or alongside the process in Section 6. Mediation is only used where both people agree to it, and is never used for matters involving a child's safety.

 

6. The Process We Follow

 

Step 1 — Listen and Identify: Every concern raised is heard and acknowledged. KTC identifies whether it involves immediate danger, a disclosure of abuse, a breach of policy, or a lower-level concern, so it can be responded to appropriately.

 

Step 2 — Immediate Safety First: If a young person is in immediate danger, or has disclosed physical harm or abuse, KTC will contact Police (000) and, if needed, Ambulance, before anything else. This step always comes first, ahead of any internal process, and ahead of the informal/formal choice in Section 5.

 

Step 3 — Report: Where required, KTC will report to the relevant authority — this may include WA Police, the Department of Communities Child Protection and Family Support (1800 273 889), the NDIS Commission, or the Working with Children Screening Unit, depending on the nature of the concern. This happens alongside, not instead of, supporting the people involved.

 

Step 4 — Investigate: Todd Stewart looks into the matter, giving everyone involved a fair chance to share their side. Where the complaint concerns Todd himself, it is not investigated internally — it is directed to one of the independent bodies listed in Section 4.1 instead.

 

Step 5 — Resolve: A decision is made on next steps, which may include a conversation and guidance, a change to how a session or program runs, mediation between the parties, or disciplinary action up to removal from the program or termination of a role. The response will match the seriousness of the concern.

 

Step 6 — Follow Up: The person who raised the concern is told the outcome, to the extent that confidentiality allows, and is offered support such as a debrief or a referral to counselling services if relevant. KTC continues to check in afterward, particularly where the concern involved a young person.

 

7. Timeframes

KTC aims to acknowledge every concern within 2 business days, and to reach a resolution or provide a clear update within 15 business days. Matters involving immediate safety are actioned straight away, ahead of any timeframe. Where a matter is complex or involves an external authority, KTC will explain the delay and keep the person updated.

 

8. You Can Also Contact These Bodies Directly

A concern doesn't have to come through KTC first. Anyone can contact the following directly, at any time:

• Police — 000 (emergency) or 131 444 (non-emergency)

• WA Department of Communities, Child Protection and Family Support — 1800 273 889

• Crisis Care Helpline WA — 1800 199 008 (or (08) 9223 1111 metro), after-hours child protection support

• Kids Helpline — 1800 55 1800 (free, 24/7, for young people aged 5–25)

• 1800RESPECT — 1800 737 732 (sexual assault, domestic and family violence)

• Equal Opportunity Commission WA — (08) 9216 3900, for discrimination, harassment or victimisation

• Sport Integrity Australia (Safe Sport Hotline) — 1800 161 361

• NDIS Commission — 1800 035 544 (for NDIS-related concerns)

 

9. For Young People: How to Speak Up

All you need to do is be you at KTC — and that means it's always okay to speak up if something doesn't feel right. This section is written for the young people in our programs, in plain language. If something happens at KTC that makes you feel unsafe, uncomfortable, upset, or just not okay — you can tell someone. It doesn't matter how big or small it feels. You won't get in trouble for speaking up, and it won't change how we see you.You can talk to: your coach (if it's not about them), Todd, a parent or trusted adult, or you can call Kids Helpline any time on 1800 55 1800 — they're free to call and you don't have to give your name.You can tell someone in person, ask a parent to help you tell someone, write it down, or ask a friend to come with you. However you tell us is okay.What happens next: an adult will listen to you properly, without judging you. We'll figure out what needs to happen to help. We'll let you know what's happening, as much as we're able to. You will not be in trouble for speaking up, ever.

 

10. Confidentiality and Records

Details of a complaint are kept confidential and are only shared with people who need to know in order to investigate and resolve it, or where KTC is legally required to disclose them. A record of the concern, the steps taken, and the outcome is kept on file, in line with KTC's Privacy Policy.11. ReviewThis procedure is reviewed annually, or sooner following any matter that highlights a gap in how KTC responds. Feedback on this process is welcome at any time and can be raised directly with Todd Stewart.

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