At Altona East Soccer Club (AESC), we are committed to providing a safe, respectful, and inclusive environment for all players, families, coaches, officials, and supporters.
We value feedback and take complaints seriously. Whether it’s about conduct, behaviour, club operations, or a breach of policy, we aim to resolve issues promptly, fairly, and confidentially.
🔍 When to Make a Complaint
You may raise a complaint if you:
👉 Witness or experience inappropriate behaviour or misconduct.
👉 Have concerns about discrimination, bullying, harassment, or abuse.
👉 Believe someone has breached a club policy (e.g. Code of Conduct, Social Media, Alcohol Policy).
👉 Have concerns about how a club matter has been handled.
👉 If the issue is minor, we encourage informal resolution through a respectful conversation. If that is not possible or the issue is serious, please follow the formal complaints process below.
📩 How to Make a Complaint
STEP 1: Submit a Complaint Form
Complete our online complaint form at the link below:
Click here to submit a complaint.
STEP 2: Acknowledgment and Assessment
You will receive an acknowledgment within 5 working days.
A designated club committee member or the Member Protection Information Officer (MPIO) will assess your complaint and determine the next steps.
STEP 3: Investigation and Resolution
Where appropriate, the complaint will be investigated.
All parties involved will be given the opportunity to respond.
The club aims to resolve complaints within 14–21 days, depending on complexity.
Outcomes may include mediation, education, disciplinary action, or referral to external bodies (e.g. Football Victoria or law enforcement if required).
STEP 4: Outcome Notification
You will be informed of the outcome in writing (unless submitted anonymously).
The club will keep a confidential record of the complaint and outcome.
🔐 Confidentiality
We handle all complaints confidentially and with care. Information will only be shared with those who need to know to resolve the matter fairly.
⚖️ Appeals or Escalation
If you’re unsatisfied with the outcome, you may request a review or escalate the matter to:
– Football Victoria
– Sport Integrity Australia (for serious matters involving child safety or discrimination)
❓Need Help?
If you’re unsure whether to lodge a complaint or need support, please contact our Club MPIO at:
📧 mpio@altonaeastsc.com.au
📞 +61 411 090 256