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Narrator: Sport is not immune from issues and conflicts.
It's important for clubs to respect the person making a complaint
and allow them to be heard.
A Member Protection Information Officer is the first part of call
for any concerns or complaints.
They do not investigate or resolve conflicts. They act as a sounding board.
Janet: I've already chatted briefly to you about this, Pam.
Everyone knows Zoe should have made that team.
Pam: Okay, Janet, so you're here today to talk to me about the selection
for the A1 under 15 team.
Selection can be really difficult time. I can appreciate you're disappointed.
Janet: Yes, I am disappointed. You know as well as I do Zoe is the best
girl shooter in club in that age group. Pam: Does Zoe actually know you're here
today talking to me and considering making a complaint?
Janet: Well, she knows I'm upset about it. She is, too.
Pam: So how does Zoe actually feel about missing out on the team, Zoe?
Janet: She's upset, of course. She's expected to make it.
She cried all night last night.
Pam: As I said before, selection is a really difficult time.
I can appreciate it wouldn't be easy seeing your child miss out
and seeing them being, you know, hurt by missing out on the selection.
But what is it you want to do?
Janet: Well, I want you to put Zoe on that team.
Pam: Janet, you know I can't do that. That's not part of my role.
My role is actually to be a sounding board for you, to give you some information
about the options available to you and maybe some information
about the complaints process, if that's the way you wanna go.
But it's good that you've come today.
I mean, it's a positive thing you've come here because it's always a good thing
to try and tackle these issues early on in the piece.
But one of the things I really want to find out from you is, is this your complaint
or is it Zoe's complaint?
Because if it's Zoe's, she's might want to be here today.
Janet: No, it's mine. Zoe doesn't want to be here.
Pam: Okay, you've got three options then. Your first option is to do nothing.
Your second option is to go and speak to the coach and you can do that yourself or
I can come with you or maybe someone else from the club can go with you.
Janet: But that's not gonna achieve anything.
Pam: Okay, if none of those options appeal to you, you can lodge a written complaint.
Janet: Look, this club is full of politics. It's all about who knows who.
Pam: I can see you're really upset about this, but my job is really just to give
you the options available to you.
What is it that you want to do from here?
Janet: Yeah, well, I am going to -- certainly, going to put in a complaint.
What is that going to involve?
Narrator: An MPIO should always model good behavior including attentive listening,
not taking sides, and should also be fully conversant on all club policies and procedures.
Let's look at a scenario that demonstrates how you should not act.
Janet: Look, we already spoke briefly about this, but everyone knows Zoe should
have made that team.
Pam: Oh, you're talking about the selection for the under 15s.
Yeah, so Zoe didn't make it.
Actually, I had a few words with the parents at the time.
It did take me back a little bit, but, you know, Natalie has the last say.
The coach has the last say and she's a fantastic coach.
She's going for a third premiership this season.
Janet: You know as well as I do everyone knows Zoe is the best girl shooter
in the club in that age group.
Pam: Janet, Zoe is good. I've seen her have some good days.
But when she has her bad days, they are shockers.
And the coach does have the final say, so, look, I understand what you're saying.
I know you're disappointed so -- but, you know, Natalie is brilliant,
why don't you just leave it?
Janet: I came to this club because we thought -- Tom: Hey, Pam, how are you?
Pam: Hi, Tom, how are you going? Catch up in five minutes?
Look, I gotta get going, Janet, so, look, we’ve never had a complaint like this before.
This club is excellent with their juniors and going for premierships.
So why don't you just go home, have a quick word with Zoe,
and if you still feel upset, look, I'll talk to the coach on Monday for you.
See you.
Narrator: The role of an MPIO is to listen, provide support, but not take over.
Provide information and options, but not advise.
Be accessible, approachable, and be able to maintain confidentiality.
Clubs should have policies on various issues including team selection.
For more information on the role of Member Protection Information Officers,
visit Play by the Rules, playbytherules.net.au
or the Australian Sports Commission, ausport.gov.au