Policy

School Sport Victoria Complaints and Grievances Policy

Published 26 January, 2026

This policy sets out how complaints and grievances are handled at School Sport Victorias fairly, efficiently and effectively.

Details

A complaint or grievance is a concern a person may have that affects their and/or their child's participation in SSV sporting activities. This can include complaints or grievances about health and safety, or accessibility.

State Representative Team (Team Vic) selection matters are to follow the process as outlined in the State Representative Teams (Team Vic) Appeals Policy

Interschool Sport Protests and Appeals are to follow the processes in the Interschool Sport Protest and Appeals Policy

Related Policies

  1. SSV Protest and Appeals Policy
  2. Team Vic Appeals Policy
  3. Catholic Education Commission of Victoria Complaints Policy

Guidance

1. General

This policy is intended to support the resolution of complaints in a manner enabling students, families, schools, SSV volunteers and the community to maintain a positive relationship and active engagement in SSV sporting activities.

This policy is separate to other formal processes which already exist, such as:

  • fraud and corruption, contact the Department's Fraud and Corruption Control Unit
  • criminal matters, contact Victoria Police
  • legal claims, contact the Department's Legal Division

Complaints or enquiries received about other education or service providers will, where appropriate, be referred by SSV to the appropriate organisation.

2. Expectations

When addressing any type of dispute, all parties ensure they:

  • be considerate of each other's views and respect each other's role,
  • be resolution focused,
  • act in good faith and cooperate,
  • behave with respect and courtesy,
  • respect the privacy and confidentiality of those involved, as appropriate,
  • operate within, and seek reasonable resolutions complying with, any applicable legislation and Department of Education policy.

3. Procedures

a) If a complaint relates to an action or decision taken by a school in relation to an SSV activity, please follow the complaints policy for the school or sector as follows:

i. Government school - Department of Education complaints

ii. Catholic Schools - Catholic Education Commission of Victoria complaints

iii. Independent schools - please refer to the schools' complaints and/or grievances policy

b) If a complaint relates to an action or decision taken by SSV in relation to an SSV program or event:

i. A school or individual can submit a complaint or grievance by addressing to the CEO of SSV and emailing SSV - school.sport.victoria@education.vic.gov.au. The complaint or grievance must include contact information, relevant information pertaining to those involved in the complaint including names of those the complaint relates to (if applicable), the program, team and sport, the purpose and nature of the complaint and what outcome(s) the person is seeking.

ii. Where a complaint or grievance is received, the SSV CEO shall consider how the matter shall proceed including whether:

a. the matter is trifling or vexatious in nature and no further action to be taken.

b. the matter, in the first instance, can be resolved by SSV staff working together with the aggrieved party(ies).

c. the matter be referred to mediation

d. the matter is better handled under a different SSV Policy (ie School Sport Victoria State Teams (Team Vic) Selection & Appeals Policy or School Sport Victoria Interschool Sport Protest and Appeals Policy

e. no further action is required; or

f. any other appropriate action to be taken.

When the SSV CEO determines how the matter is to proceed the SSV CEO shall, where necessary, appoint a Complaints/Grievance Handler (normally a SSV staff member or can be the SSV CEO). The Complaints/Grievance Handler is responsible for liaising with the parties to bring the matter to a conclusion.

SSV is to acknowledge receipt of a written complaint within two (2) business days.

i. SSV aims to resolve the dispute or complaint within fifteen (15) business days but this may not always be possible if additional information is needed.

ii. SSV is to provide an update if unresolved after fifteen (15) business days.

iii. SSV is to contact the person who has raised the issue or complaint to notify them of the final outcome.

4. Support Person

A support person can be requested during in person or virtual meetings to resolve a complaint. A support person's role may include:

Discussing difficulties the person making the request is experiencing in relation to the complaint

Helping to develop a good working relationship between the person making the complaint and SSV

Assisting the person making the complaint to understand department policy and guidelines and the resolution being proposed for the individual.

A support person can be a family member, a friend, a community member or a person provided through a support or advocacy agency.

The person making the complaint must advise SSV they want to include a support person when making a review request, and provide the name, contact details and relationship to the individual. Similarly, the school or Department must inform the requester when they intend to involve other people to assist with the review process.

Failure to notify of the inclusion of third parties can result in the rescheduling or cancellation of the meeting.