// 01
address it informally
Where possible, raise your concern directly with the person involved or the relevant team official. Many issues are resolved quickly through open, respectful communication.
// feedback, concerns & dispute resolution
complaints, handled fairly.
WBA is committed to providing a safe, fair, and respectful environment for all players, coaches, referees, volunteers, and supporters. Concerns are managed promptly, fairly, and in line with our values — and the values of Basketball Victoria.
// our commitment
fair process.
fair outcome.
Aligned with the Codes of Conduct, processes, and procedures of Basketball Victoria.
a clear path for every concern.
The Board of Directors of the Warragul and District Amateur Basketball Association has a responsibility to ensure that complaints are managed and resolved fairly, efficiently, promptly, and in accordance with the Codes of Conduct, processes, and procedures of Basketball Victoria and WBA.
All formal complaints must be submitted electronically using the approved online form below — this ensures every complaint is properly documented, tracked, and directed to the right person to be addressed appropriately.
// our commitment
- Resolve complaints fairly, efficiently and promptly
- Act in accordance with BV and WBA Codes of Conduct
- Maintain transparency while protecting complainants
- Uphold the privacy of all parties involved
// step by step
how to make a complaint.
Many issues can be resolved quickly through open communication. Where that's not possible, our formal process is here to help.
// 02
submit a formal complaint
If the matter cannot be resolved informally — or you feel uncomfortable doing so — lodge a formal complaint using our official online form. All formal complaints must be submitted electronically.
// 03
acknowledgement & review
Your complaint is acknowledged within 3 working days and forwarded to the appropriate person or committee. It is reviewed and assessed in line with BV and WBA policies.
// 04
outcome communicated
You'll be advised of the outcome once the review is complete. Outcomes may include mediation, education, disciplinary action, or no further action if the complaint is not substantiated.
// secure online submission
lodge a complaint.
All fields marked with * are required. Your complaint will be acknowledged within 3 working days and reviewed in accordance with BV and WBA policies.
// thank you
your complaint has been received.
A confirmation has been sent to your email address. You'll hear back from us within 3 working days. For child safety matters, the Child Safety & Integrity Officer will be in touch directly.
// categories
types of complaint.
The following identifies who is accountable for each type of complaint. One complaint may fall into more than one category — in which case multiple investigation processes may run.
priority · child safety
Child Safety complaints are treated with the highest priority. Any complaint claiming the safety of a minor (under 18) has been placed at risk is addressed solely by the Child Safety & Integrity Officer, regardless of any other categories also involved.
// priority · 01
child safety
Any complaint where the safety of a minor has been placed at risk, or potential child abuse has occurred.
handled by
child safety & integrity officer
// 02
junior country representative program
Complaints against a player or coach of any junior representative team, or regarding representative program management — e.g. team selection, tournament behaviour.
handled by
rep programs & community engagement coordinator
// 03
vjbl competition
Complaints against a player or coach of a VJBL team, or regarding the VJBL process.
handled by
rep programs & community engagement coordinator
// 04
senior domestic
Complaints against a player or coach of any senior domestic team, or regarding senior domestic competition processes.
handled by
domestic competitions & administration coordinator
// 05
junior domestic
Complaints against a player or coach of any junior domestic team, or regarding junior domestic competition processes.
handled by
domestic competitions & administration coordinator
// 06
referee complaints
Complaints regarding the conduct or decisions of referees during any WBA competition.
handled by
referee advisor
// 07
member protection issues
Complaints relating to the treatment, welfare, or protection of members within the Association.
handled by
member protection officer
// 08
other issues
Any complaint — operational or otherwise — that does not fit into the above categories.
handled by
general manager
// what happens next
the process.
Once a complaint is lodged, it is managed by WBA Operations and the relevant Association Leaders through the following steps.
01
initial assessment & distribution
Operations Management assesses the complaint and distributes it to the relevant Association Leader(s). Receipt is acknowledged to the complainant within 3 working days.
02
recorded in the complaints system
Operations Management formally documents the complaint in the WBA Complaints System to ensure a clear record is maintained throughout.
03
investigation by relevant leaders
The relevant Association Leader(s) investigate the complaint in a timely fashion — gathering information from the complainant, named parties, club officials, and any relevant witnesses.
04
documentation of findings
The Association Leader(s) document all information gathered, summarise findings using an approved standard form, and record outcomes in the Complaints System.
05
communication of results
Outcomes are communicated in writing to all relevant parties by Operations Management. For child safety matters, the Child Safety & Integrity Officer communicates directly with affected parties.
06
board reporting
Operations Management provides a status report on all active and recently completed complaints to the Board of Directors at each Board meeting.
07
appeal (if required)
Any involved party may apply to the Board for review if the investigation was unfair, poorly conducted, inequitable, or resulted in an inappropriate penalty. Appeals are heard by a three-director sub-committee with no conflict of interest. The Board's decision is final.
// separate process
basketball victoria
tribunals.
The WBA complaints process is separate from any referral to the Basketball Victoria Tribunals process. Referral to a BV Tribunal does not preclude or replace this process — complaints may be referred to a BV Tribunal in addition to following our process.
Tribunal referrals are made by the Referee Advisor or the Board of Directors. BV Tribunal outcomes apply throughout Victoria; WBA process outcomes apply within WBA only.
// please read
important notes.
- All complaints will be treated confidentially and respectfully.
- Complaints must be made via the official process to ensure they are documented and addressed appropriately.
- Anonymous complaints will not be actioned.
- All complaints regarding incidents at domestic club events must be submitted via the Club making the complaint. The only exception is a parent or other person reporting a child safety issue.
- Abuse of the complaints process — frivolous or vexatious complaints — may result in disciplinary action.
// resources
policy & form downloads.
Download a copy of our Complaints Handling Policy or the official Complaint Form for offline reference.
// policy document
complaints handling policy.
The full policy document setting out how complaints are handled by the WBA Board, Operations, and Association Leaders. Aligned with Basketball Victoria standards. Version 1.0, August 2025.
download policy// offline reference
complaint form (.docx)
An offline copy of the complaint form for reference. Note: all formal complaints must still be submitted electronically via the online form above.
download form// not sure where to start?
we're happy to help.
If you're unsure whether your concern needs a formal complaint, or which category applies, contact the General Manager directly for a confidential conversation first.