Complaints and Complaint Handling

Football West is committed to providing a safe, respectful and positive match day environment for everyone involved in football. We want our competitions to be fair, enjoyable and well‑run for players, coaches, officials, volunteers and spectators.

This information applies to concerns arising from the conduct or administration of Football West-sanctioned Competitions and Matches. Matters relating to safeguarding, serious misconduct or integrity concerns are managed separately.

Concerns should generally be raised and addressed at the lowest appropriate level, usually the relevant club, so matters can be resolved promptly and fairly.

Before raising a concern, it is helpful to consider what occurred, when and where it occurred, and who was involved, including any witnesses.

Where appropriate and safe to do so, individuals are encouraged to raise concerns directly with their club in the first instance. Clubs are responsible for responding to complaints in a timely, fair and impartial manner. To support volunteers, a free online Complaint Handling Course is available through Play by the Rules.

If a concern cannot be resolved at Club level, or it is not appropriate to raise it there (for example due to a conflict of interest, risk of victimisation, seriousness of the behaviour, or repeated conduct), the matter may be escalated to Football West by submitting an Incident Report.

Individuals may seek procedural information at any stage from their Club Secretary or Member Protection Information Officer (MPIO), noting these roles provide guidance only and do not investigate or determine complaints.

Frequently Asked Questions

What is Football West’s approach to complaints?

Football West is committed to providing a safe, respectful and enjoyable environment for everyone involved in football. Complaints are taken seriously and are seen as an opportunity to address concerns, uphold standards of behaviour and improve the game for all participants.

A complaint generally arises when something is not as it should be, or when expected standards, rules or Codes of Conduct have not been met. Complaints may relate to behaviour, safety, compliance, or how football activities are delivered or managed.

Before raising a complaint, it is important to clearly identify:

What happened
Where it happened
When it happened
Who was involved
Who witnessed it

You should also ensure you have checked the facts and are relying on accurate information rather than assumptions or hearsay.

In most cases, the first step should be to contact your club directly to discuss the issue. Complaints should be addressed at the lowest possible level, giving clubs the opportunity to assess and resolve the matter quickly, fairly and effectively.

No. To allow clubs the opportunity to respond appropriately, individuals should not contact Football West directly in the first instance. If Football West is contacted about a complaint that has not been raised with the relevant club, the matter will be redirected back to the club for initial handling.

A complaint may be escalated to Football West if: • You are not satisfied with how the club has handled the complaint, or • It is not appropriate to raise the issue at club level, such as where there is a conflict of interest or a risk of victimisation In these circumstances, the complaint can be submitted by completing the online Incident Report Form.

If you are unsure how to proceed, you should speak with your club Secretary or the club’s Member Protection Information Officer (MPIO), who can provide guidance on appropriate next steps.

If you have concerns about sideline behaviour by opposition parents or club officials, report the issue to your Club Secretary as soon as possible. Clubs are encouraged to work together to address these matters through open and effective communication, with Club Secretaries contacting their counterparts to resolve the issue.

Depending on the nature and seriousness of the issue, options may include:

Do nothing:
If the matter is minor, it may be appropriate to seek clarification first or consider whether it was a misunderstanding. In some cases, no further action may be required.

Monitor the situation:
If you are unsure, you may choose to monitor the situation to see if the concern continues or resolves itself. This may involve gathering more information and confirming facts.

Direct approach:
In some cases, it may be appropriate to speak directly with the person involved to clarify what happened. This can often resolve misunderstandings and lead to positive changes in behaviour.

Seek mediation:
Mediation involves a club official or impartial person facilitating a discussion between the parties. This allows concerns to be discussed respectfully in a managed setting and can often lead to a mutually agreed outcome.

A verbal complaint involves discussing your concern with a club official such as the Member Protection Information Officer, Secretary or President. This allows the club to be aware of the issue, monitor the situation and determine whether further action is required.

An official complaint must be made in writing and addressed to the Club Secretary. It should include:

The name and contact details of the complainant
Clear details of the complaint and the facts involved

Anyone who has a complaint made against them is entitled to be informed and given an

Anonymous complaints are generally unable to be acted upon, as the person named in the complaint must be given the opportunity to respond. As a result, anonymous complaints are more likely to remain unresolved.

Complaints are handled as confidentially as possible, noting that some information may need to be shared with relevant parties to ensure procedural fairness and proper handling of the matter.