How is an MPIO different from a complaint handler?

Question

Accepted Answer

Complaint handler: any person in authority in the club or association who may have to deal with complaints or concerns in the normal course of their duties. This could be a dedicated Complaints Officer, a committee member (president, vice president, secretary and so on), a coach, or an official such as a referee or umpire. MPIO: a person trained to listen to issues raised by members, then triage and refer them to the right place to find a resolution. Play by the Rules describes an MPIO as an independent, non-biased person who can help all parties understand the complaints process. It is not an MPIO's role to run or influence any complaint process. MPIOs do not handle complaints, investigate grievances or mediate between members or stakeholders. They are also separate from the integrity manager or the people in authority who decide complaints, disputes and resolutions in the sport. Both roles share skills: helping people feel heard and communicating calmly and respectfully when listening to a complaint. Sources: Play by the Rules, How MPIOs differ from complaints handlers (April 2025); What is an MPIO? (October 2026).