Frankston Bobcats Basketball Club

Grievances and Complaints Policy

Frankston Bobcats Basketball Club is committed to providing a safe, respectful and inclusive environment for all players, families, volunteers and officials.

We recognise that from time to time, concerns, grievances or complaints may arise. The Club is committed to ensuring that all matters are addressed promptly, fairly and confidentially, with the aim of maintaining positive relationships within our basketball community.

Our Commitment

The Frankston Bobcats Committee believes that:

  • All individuals have the right to raise concerns or grievances and have them carefully considered.

  • Complaints will be handled through established processes that are fair, respectful and timely.

  • Wherever possible, concerns should be resolved cooperatively and informally before escalating to a formal written complaint.

  • A person raising a concern will not be disadvantaged, victimised or treated unfairly as a result of making a complaint.

  • Formal complaints will be documented and managed confidentially.

  • Natural justice and procedural fairness will apply to all parties involved.

How to Raise a Concern

We encourage members to follow the appropriate pathway:

Step 1 – Informal Resolution

Where appropriate, concerns should first be discussed respectfully with:

  • The Team Manager

  • The Coach

  • Or the relevant Committee Member

Many issues can be resolved quickly through open communication.

Step 2 – Formal Complaint

If the matter cannot be resolved informally, a formal complaint may be submitted in writing to the Club’s designated Grievance / Complaints Officer or Club Secretary.

The complaint should outline:

  • The nature of the concern

  • Dates and details of the incident(s)

  • Parties involved

  • Any steps already taken

The Committee will:

  • Acknowledge receipt of the complaint

  • Review the matter confidentially

  • Determine appropriate action

  • Communicate the outcome in a timely manner

Escalation

If a matter involves:

  • Serious misconduct

  • Child safety concerns

  • Breaches of Basketball Victoria policies

  • Association by-law breaches

The matter may be referred to:

  • The relevant Association (e.g., FDBA, CADBA, Casey Basketball)

  • Basketball Victoria

  • Or relevant authorities where required

Code of Conduct

All members are bound by:

  • Frankston Bobcats Basketball Club Code of Conduct

  • Basketball Victoria Codes of Conduct

  • Relevant Association Competition By-Laws

Breaches may result in disciplinary action.

Basketball Victoria’s Code of Conduct can be accessed via the Basketball Victoria website.

Confidentiality

All complaints will be treated with sensitivity and discretion. Information will only be shared with those directly involved in resolving the matter.