How should an MPIO handle a complaint or concern someone raises?

Play by the Rules' MPIO Complaint Referral Guide sets out these steps:

1. Listen with empathy. Explain that your role is not to handle the complaint, but that you can help the person find where to lodge it. If there is immediate danger or a threat to safety, call 000.
2. Work out which policy applies: under 18 means the Safeguarding Children and Young People policy; 18 or older means the Member Protection policy.
3. Check for prohibited conduct. For under 18s this includes harmful behaviour towards a child, abuse, breach of child safe practices, bullying, harassment, discrimination, sexual misconduct, vilification and victimisation. For adults it includes abuse, bullying, harassment, discrimination on a protected characteristic, sexual misconduct, vilification and victimisation.
4. Refer accordingly. In a sport signed up to the National Integrity Framework, options include the Sport Integrity Australia complaints webform or the Safe Sport Hotline (1800 161 361). In other sports, refer to the national integrity manager or relevant national or state contacts; for discrimination in a non-NIF sport, the Australian Human Rights Commission is also an option.
5. If it is not prohibited conduct (for example a selection or personal grievance), you may offer self-management options, or refer the person to a committee member for informal mediation or the club's grievance procedures. A selection complaint can be prohibited conduct if it relates to discrimination on a protected characteristic.

Keep the matter confidential and take notes. Play by the Rules provides an MPIO Report Notes Template for this.

Sources: Play by the Rules, MPIO Complaint Referral Guide (2025); How MPIOs differ from complaints handlers (April 2025); Resources for MPIOs.