Member Protection Information Officer [MPIO] Policy

Sacred Heart/St Andrews Tennis Club Mildura

Tennis Australia Definition

A Member Protection Officer can ensure that your club is a safe, fair and inclusive environment. Sport Australia defines the role as being “responsible for providing information about a person’s rights, responsibilities and options to an individual making a complaint or raising a concern”.

 

The role in more detail:

An MPIO Officer is to be an active listener who demonstrates caring and allows people to voice their grievances without judgement. Such an Officer is a sounding board and lets people talk in a calm environment. They adopt a professional approach being confidential and encouraging the complainant to choose their own option towards resolution. The MPIO can explain the complaint resolution process and provide referral information. After such a meeting it is important to monitor and follow up to see if the person is happy and has worked towards a resolution or reached a resolution. An MPIO needs well developed interpersonal and communication skills to manage a situation effectively, calmly, and impartially.

Any complaints are to be submitted to the Club MPIO Officer in writing. A suitable meeting time will then be organised.

MPIO Officer: Complaint Handling Principles

  • Treat all complaints seriously
  • Act promptly
  • Treat people fairly and listen to both sides of the story
  • Stay neutral
  • Keep parties to the complaint informed
  • Maintain confidentiality 
  • Protect against victimisation
  • Keep accurate records
  • Make decisions based only on information gathered not personal views
  • Provide the complainant with information only as to how to get assistance to resolve the complaint.

 

All Complaints are to be handled in line with the Tennis Australia Process:

https://www.tennis.com.au/clubs/club-support/policies-and-guidelines/complaints

 

References: https://www.tennis.com.au/about-tennis-australia/reports-and-policies/policies

  • Tennis Australia Member Protection Policy
  • Tennis Australia Safeguarding Children Code of Conduct
  • Tennis Australia Social Media Policy
  • Tennis Australia Improper Use of Drugs and Medicine Policy
  • Tennis Australia Code of Behaviour: Competitive Play