Complaints Policy for University of Queensland Rugby Football Club (UQRFC)

1. Purpose

The University of Queensland Rugby Football Club (UQRFC) is committed to providing a respectful, inclusive, and safe environment for all members, participants, and stakeholders. This Complaints Policy outlines the process for addressing grievances and complaints in a fair, confidential, and timely manner.

2. Scope

This policy applies to all members, players, coaches, staff, volunteers, spectators, and any other individuals involved in the activities and operations of UQRFC. It covers all forms of complaints, including but not limited to:

  • Player or member conduct
  • Harassment, bullying, or discrimination
  • Breach of club policies or procedures
  • Concerns related to club management or operations
  • Any behaviour that negatively impacts the club environment

3. Principles

  • Confidentiality: Complaints will be handled in a confidential manner to protect the privacy of the individuals involved.
  • Fairness: All complaints will be investigated impartially and fairly, giving both sides an opportunity to present their views.
  • Timeliness: Complaints will be addressed promptly, and parties will be informed of expected timelines.
  • Respect: All parties involved in the complaint process will be treated with respect, and retaliation against those who make complaints is strictly prohibited.

4. Procedure for Lodging a Complaint

4.1 Informal Resolution

Where possible, complainants are encouraged to resolve issues informally by discussing the matter directly with the person(s) involved. Many concerns can be resolved through open and respectful communication.

4.2 Formal Complaint

If an informal resolution is not appropriate or successful, a formal complaint may be submitted. The steps to lodge a formal complaint are as follows:

  1. Written Submission: The complainant should submit a formal written complaint to the UQRFC General Manager. This can be done via email to generalmanager@uqrugbyclub.com or in writing. The complaint should include:
    • Name and contact details of the complainant
    • Detailed description of the incident or issue
    • Any relevant evidence (e.g., witness statements, emails)
    • Desired outcome or resolution sought
  2. Acknowledgment: Upon receipt of the complaint, the UQRFC General Manager will acknowledge the complaint within five (5) business days and outline the next steps.
  3. Investigation: UQRFC will appoint a designated individual or panel to investigate the complaint. The investigation may include interviews with involved parties, review of documentation, and consultation with external experts if necessary.
  4. Outcome and Resolution: Upon completing the investigation, the complainant and the respondent will be notified of the findings and any action to be taken. This may include:
    • Mediation or conflict resolution sessions
    • Disciplinary action (e.g., suspension, warnings)
    • Policy or procedural changes within the club
  5. Appeal: If the complainant or respondent is unsatisfied with the outcome, they may submit an appeal to UQRFC within ten (10) business days of the decision. The appeal will be reviewed by a separate panel or referred to an external body.

5. Serious Complaints

If the complaint involves serious allegations (e.g., harassment, discrimination, or illegal activities), the matter may be referred to external authorities or governing bodies, such as the Queensland Rugby Union (QRU) or law enforcement, as appropriate.

6. Non-Retaliation

Retaliation against any individual who has made a complaint in good faith or who has participated in the investigation process is strictly prohibited. Any such behaviour will result in disciplinary action.

7. Confidentiality

All complaints will be treated with the utmost confidentiality. Information regarding the complaint will only be shared with individuals directly involved in the resolution process, unless disclosure is required by law or necessary to prevent harm.

8. Review and Updates

This Complaints Policy will be reviewed annually by UQRFC to ensure its continued relevance and effectiveness. Any updates or changes to the policy will be communicated to all club members.

9. Contact Information

For any questions or to lodge a formal complaint, please contact:

  • UQRFC General Manager: Jason Greenhalgh
  • Email: generalmanager@uqrugbyclub.com
  • Mailing Address: PO BOX 6121, St Lucia QLD 4067

This policy ensures that all members of the UQRFC and the general public have access to a transparent and fair process for resolving complaints while promoting a positive and respectful club culture.