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Child Safety Complaints Handling Procedure
Eltham Wildcats Complaint Process
BV Policies and Procedures

Accessible Complaint Options and Types of Complaints

Accessible Complaint Options

Children and families may report concerns by:

When accessing the complaints process a child or young person may:

  • bring a support person
  • choose how they communicate
  • make anonymous complaints where appropriate
  • use child-friendly language
  • receive assistance completing the complaints form

 

Child Safety Complaint Form

Types of Complaints: Level 1 – General Feedback

Examples:

  •  service concerns
  •  communication issues
  • facility concerns

resolved locally where appropriate

Types of Complaints: Level 2 – Behaviour Complaints

Examples:

  • poor conduct
  • poor sportsmanship
  • bullying
  • breaches of club policies
  • Code of Conduct breaches

Managed under Club disciplinary procedures

Types of Complaints: Level 3 – Child Safety Concerns

Examples:

  • inappropriate behaviour
  • boundary breaches
  • online grooming
  • unsafe supervision
  • psychological harm
  • physical abuse
  • emotional abuse
  • child neglect
  • sexual misconduct

These must be immediately referred to the Child Safety Officer.

Types of Complaints: Level 4 – Criminal or Reportable Conduct

Examples:

  • sexual offences
  • physical assault
  • grooming
  • serious neglect
  • family violence affecting child safety
  • child exploitation
  • criminal offending

These require immediate external reporting.
Internal investigations will not interfere with Police or statutory investigations

Accessible Complaint Options +

Children and families may report concerns by:

When accessing the complaints process a child or young person may:

  • bring a support person
  • choose how they communicate
  • make anonymous complaints where appropriate
  • use child-friendly language
  • receive assistance completing the complaints form

 

Child Safety Complaint Form

Types of Complaints: Level 1 – General Feedback +

Examples:

  •  service concerns
  •  communication issues
  • facility concerns

resolved locally where appropriate

Types of Complaints: Level 2 – Behaviour Complaints +

Examples:

  • poor conduct
  • poor sportsmanship
  • bullying
  • breaches of club policies
  • Code of Conduct breaches

Managed under Club disciplinary procedures

Types of Complaints: Level 3 – Child Safety Concerns +

Examples:

  • inappropriate behaviour
  • boundary breaches
  • online grooming
  • unsafe supervision
  • psychological harm
  • physical abuse
  • emotional abuse
  • child neglect
  • sexual misconduct

These must be immediately referred to the Child Safety Officer.

Types of Complaints: Level 4 – Criminal or Reportable Conduct +

Examples:

  • sexual offences
  • physical assault
  • grooming
  • serious neglect
  • family violence affecting child safety
  • child exploitation
  • criminal offending

These require immediate external reporting.
Internal investigations will not interfere with Police or statutory investigations

Eltham Wildcats' Complaint Handling Process

Information is shared only with people who need to know in order to protect children, meet legal obligations, conduct investigations, or provide support. Records are securely maintained in accordance with privacy legislation.

1
Step 1: Receive Complaint Respectfully
  • Receive complaints respectfully.
  • Listen without judgement.
  • Thank the person.
  • Take concerns seriously.
  • Do not promise confidentiality that cannot be maintained.
2
Step 2: Assess Immediate Safety

Assess immediate safety.
Determine whether the child requires:

  • medical assistance
  • emergency services
  • removal from immediate risk
  • parent/carer support (where appropriate).
3
Step 3: Record Complaint

Record the Complaint
Record:

  • date/ time
  • people involved
  • facts disclosed
  • actions taken
  • support provided
  • reporting decisions.
4
Step 4: Determines Notification

The Child Safety Officer determines whether notification is required to:

  • Victoria Police
  • Child Protection
  • Reportable Conduct Scheme
  • Commission for Children and Young People
  • Basketball Victoria
  • Working with Children Check Victoria
  • other relevant authorities.

Where legislation requires immediate reporting, this occurs before any internal investigation.

5
Step 5: Risk Assessment Undertaken

A child safety risk assessment is undertaken to determine:

  • ongoing risks
  • required interim controls
  • supervision changes
  • temporary suspension
  • communication requirements
  • support needs.
6
Step 6: Investigation

Where appropriate, the Club will:

  • appoint an impartial investigator
  • avoid conflicts of interest
  • maintain procedural fairness
  • protect confidentiality
  • avoid victimisation
  • keep accurate records.

External investigations take precedence.

7
Step 7: Investigation Outcome

Possible investigation outcomes include:

  • no breach identified
  • education
  • additional supervision
  • policy review
  • mediation (where appropriate)
  • formal warning
  • removal from duties
  • termination
  • referral to Basketball Victoria
  • referral to external authorities.
8
Step 8: Review and Improvement

Following investigation completion, the Club will review:

  • what occurred
  • system improvements
  • training needs
  • policy changes
  • risk controls
  • communication improvements.

What Happens After You Report

All matters are resolved in accordance with the Integrity Commission Charter, which is found under Policies on our website.
Step 1

You will receive an automated confirmation email from the integrity department.

Please note: All Feedback and Complaints are directed to the Integrity department and follow the Integrity Commission Charter. Matters designated by you as a “Child Safety Matter” are also directed to the Child Safety Officer and the Wellbeing Committee chair.

Integrity Commission Charter Policy

Step 2

The Integrity Commission aims to provide an initial response to you within 2 business days.

Step 3

Integrity Commission will provide a formalised response to you at the conclusion of a standardised investigation, which will balance timeliness, thoroughness, and fairness. The response will include information on the appeal process.

Step 4

The Integrity Commission will ensure that any Matters covered by the Reportable Conduct Scheme are investigated and reported to the Social Services Regulator in accordance with the Child Wellbeing and Safety Act 2005.

Basketball Victoria (BV) Policies and Procedures

This procedure should be read in conjunction with the below policies. Where Basketball Victoria policies are updated, the most current version will automatically apply to all Club activities.
Commission for Children and Young People
BV Child Safeguarding Policy
BV Child Safe Code of Conduct
BV Reportable Conduct Scheme
BV Commitment to Diversity and Inclusion
BV Keeping Young People Safe
BV Reporting suspected child abuse flow chart

Get Support

If you believe a child is in immediate danger, call the Police at 000.

Any person who believes a child is unsafe, or that a child safety concern has occurred, should report the matter immediately.

Report a Concern