Southbridge Rugby Football Club

Complaints Process 

Southbridge Rugby Football Club is committed to providing a safe, respectful, and enjoyable environment for all players, coaches, volunteers, supporters, and visitors. If something goes wrong, we want to know about it — and we want to handle it fairly, promptly, and confidentially.

What You Can Report

You can raise concerns about:

  • Behaviour or conduct on or off the field

  • Safety or wellbeing issues

  • Harassment, bullying, discrimination

  • Breaches of club policies or rugby values

  • Any matter affecting fairness, respect, or enjoyment at SRFC

How to Make a Complaint

You can make a complaint in two ways:

1. Informal (Recommended First Step)

If appropriate, try discussing the issue with the person involved, your coach, or a team manager. Many issues can be resolved quickly and respectfully at this stage.

2. Formal Complaint

If the issue is serious or cannot be resolved informally, you can lodge a formal complaint. This must be completed in writing as below;

Send your written complaint to: complaints@southbridgerugby.co.nz (Or your preferred club email)

Please include:

  • Your name and contact details

  • Who the complaint is about

  • What happened (dates, times, witnesses)

  • Any evidence (messages, photos, statements)

  • What outcome you are seeking

What Happens Next

  1. Acknowledgement We will acknowledge your complaint within 5 working days.

  2. Initial Review The Complaints Officer will assess the issue and decide whether:

    • It can be resolved informally

    • It requires a formal investigation

    • Immediate safety steps are needed

  3. Notification The person complained about will be informed and given the chance to respond.

  4. Investigation (if required) An impartial investigator or panel may speak with everyone involved and review evidence.

  5. Decision A decision will be made based on the information gathered. Possible outcomes include:

    • No breach found

    • Mediation or education

    • Warning

    • Conditions on participation

    • Suspension

    • Referral to Ellesmere Rugby, NZ Rugby, or Sport Integrity NZ

  6. Outcome Provided Both parties will receive a written decision and information about appeal rights.

Appeals

If you disagree with the decision, you may lodge an appeal within 10 working days. Appeals are heard by an independent panel.

Confidentiality

All complaints are handled with care and confidentiality. Information is shared only with those who need to be involved.

Support

You may bring a support person at any stage. SRFC encourages wellbeing and respectful communication throughout the process.