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