When should someone talk to the MPIO rather than the complaints handler?
Guideline- Australia
- Play by the Rules
- MPIO
- Member protection
- All ages
- 2026
- Club officials
Play by the Rules says the MPIO gets involved when a complainant, or anyone with a concern, chooses to speak to the MPIO because they:
- are unsure if they want to make a complaint
- are processing a harmful experience and want to feel heard
- want a confidential conversation that does not involve the committee, coach or officials
- need information about complaint handling processes.
A complaint handler can also engage the MPIO to discuss or workshop, confidentially, their approach to dealing with a complaint. An MPIO may also refer someone to the committee to deal with a complaint.
The complaint handler gets involved when a complaint is raised with a Complaints Officer, committee member, coach or official; when a formal complaint is lodged with the club or association; or when the complaint relates to breaches of club rules that are not integrity related (for example customer service complaints or club rules not being applied).
Source: Play by the Rules, How MPIOs differ from complaints handlers (April 2025).
Added 24 Oct 2026