This procedure outlines the process for resolving disputes, complaints, or grievances within PRP
Inc and Park Ridge FC in a fair, timely, and transparent manner. It applies to all players, parents,
coaches, managers, volunteers, and committee members. The goal is to ensure that all members
are treated with respect and that concerns are resolved constructively and in the best interests
of the club and its members.
1. Initial Resolution at Team Level
Players and parents are encouraged to address any issues directly with the relevant Coach or
Team Manager in a respectful and timely manner. Many issues can be resolved through open
communication at this level. If the matter cannot be resolved through initial discussion, or if the
parties are uncomfortable raising it directly, they may request assistance from the relevant Age
Group or Division Coordinator.
2. Escalation to Coordinators
If the Coach or Manager is unable to resolve the matter, it should be referred to the
Coordinator responsible for that team or division. The Coordinator will discuss the issue with
the parties involved and seek to achieve a resolution that aligns with club policies and values. If
the Coordinator cannot resolve the issue, the matter will be referred to a member of the
Executive Committee.
3. Referral to the Executive Committee
The Executive Committee will review the matter and determine whether it can be resolved
internally or if further advice or intervention is required. Where appropriate, the Executive
Committee may seek guidance from Football Queensland or another governing body. Written
complaints received by the club via email will be considered a formal complaint. Upon receipt,
the Executive Committee will acknowledge the complaint in writing and convene a Dispute
Resolution Panel to address the matter.
4. Formal Complaint Process
The Dispute Resolution Panel will consist of three impartial members appointed by the
Executive Committee. Where possible, panel members will not have any direct involvement or
conflict of interest in the matter under review. The Panel will review all relevant information
and documentation, meet with all stakeholders involved to ensure each party has an
opportunity to be heard, and seek a workable and fair solution that upholds the club’s values
and policies. The Panel will make recommendations to the Executive Committee, which will
make the final decision. All decisions will be communicated in writing to the parties involved
within a reasonable timeframe.
5. Complaints Involving Committee or Executive Members
If the complaint involves a member of the Committee or Executive Committee, the same
procedure will apply. However, the member concerned will not participate in any discussions or
decisions relating to the matter. If necessary, an independent advisor or Football Queensland
representative may be consulted to ensure impartiality.
6. Violent, Abusive, or Threatening Conduct
Violent conduct, threats, intimidation, or abuse of any kind—verbal, physical, or written—will not
be tolerated under any circumstances. Any member found to have engaged in such behaviour
will face disciplinary action. Sanctions may include suspension, termination of membership, or
referral to Football Queensland for further investigation. Sanctions will be determined by the
Executive Committee or Football Queensland, depending on the circumstances and the
reporting pathway.
7. Confidentiality and Record-Keeping
All complaints and disputes will be managed confidentially. Records of all complaints, meetings,
and resolutions will be maintained by the Secretary in accordance with privacy and governance
requirements.
8. Principles of Fairness and Respect
Throughout the dispute resolution process, all parties are expected to engage respectfully and
cooperatively, avoid public discussion or social media commentary on the matter, and refrain
from any retaliatory behaviour. The club’s overarching goal is to resolve disputes in a way that
preserves relationships, promotes learning, and supports a positive club environment.
9. Review of Procedure
This procedure will be reviewed annually by the Executive Committee to ensure its
effectiveness and alignment with Football Queensland’s governance standards.