8.4.2. Complaints Management Process

On 1 July 2024 the Associations Incorporation Act (Qld) will change to ensure that all entities are required to have the capability to manage internal grievances or disputes. This grievance procedure must also provide for unbiased mediation if the dispute cannot be initially resolved amongst parties.

SLSQ and Clubs by virtue of their Constitutions adopt and follow SLSA Regulations relative to Complaint Management and Grievances. Therefore, if you have a grievance/complaint handling procedure in your rules that does not or will not comply with the current or upcoming changes, it will be invalid, and you will need to follow the rules of SLSA by way of affiliation.

In consideration of this, SLSQ and Clubs by default are currently compliant with the requirements of the Act through the SLSA 6.06 Complaints Resolution Policy

All complaints received are therefore managed under this policy even if your constitution rules are outdated.

To support the required changes, Clubs/Branches who are yet to adopt the SLSA procedure are required to make preparations to alter their constitutions prior to the ascension date 1 July 2024.

The below is a sample of this requirement.

‘The Association adopts the grievances, judicial and discipline processes and principles in the SLSQ and SLSA constitutions, by-laws, regulations and policies as amended from time to time’.

Overview of process:

1. Clubs will appoint a Complaints Manager.
2. Clubs will appoint suitably qualified members as Member Protection Information Officer(s) (MPIO) on completion of SLSQ provided training.
3. Appointment as a Complaint Manager or MPIO will be based on an annual renewal process and may be terminated at any time by either the appointed member, Club, Branch or SLSQ providing that due process has taken place in line with SLS policy and procedures.
4. A maximum of three (3) Complaint Managers may be appointed and they must be entered into SurfGuard on appointment. This will give access to the backend SLS Reporting System.
5. There shall be no limit on the number of MPIOs that may be appointed.
6. All complaints referred to a hearing tribunal will be dealt with in accordance with the SLSA 6.06 Complaints Resolution Policy and the SLSA 6.06A Complaints Handling Guideline.
7. SLSQ will maintain a published list of MPIOs.