8.4.4. Conflict Resolution

Member-to-Member Disputes: Resolving at Club Level First

Disputes between members are not uncommon, particularly in volunteer organisations where people with different backgrounds, communication styles, and expectations come together. While some level of disagreement is natural, how we respond to and resolve these disputes is critical to maintaining a healthy and united club environment.

Why Resolving Locally Matters

• Clubs know their members best: Local context, relationships, and history are important when resolving conflict — clubs are best placed to understand these dynamics.
• Faster and less formal: Early intervention at club level often allows for quicker and less stressful outcomes without needing formal complaint processes.
• Promotes accountability and communication: Encouraging members to work through issues respectfully helps build emotional intelligence, respect, and trust.
• Prevents unnecessary escalation: Not every disagreement is a breach of policy — many are personal conflicts that can be resolved through dialogue.

Steps to Resolve Member-to-Member Disputes at Club Level

1. Encourage Direct Communication (if safe to do so):
Members should be encouraged to respectfully raise concerns with one another directly. Sometimes a simple conversation can clear up misunderstandings.

2. Involve a Neutral Party:
If the issue cannot be resolved one-on-one, a committee member, Club Captain, or appointed mediator can facilitate a conversation in a safe, neutral setting.

3. Document the Issue:
Keep brief, factual notes about the issue, especially if mediation is involved. This helps track patterns if the issue continues and ensures clarity.

4. Refer to Club Values and Code of Conduct:
Ground the conversation in the club’s core values and behavioural expectations. Reinforce respectful, inclusive behaviour.

5. Seek a Practical Resolution:
Focus on finding a way forward that both parties can agree to — whether that’s a reset in communication, a new approach to rostering, or agreeing to give each other space.

6. Follow-Up:
Touch base after the discussion to check how both parties are feeling. This shows care and helps prevent recurrence.

When to Escalate to Branch or State

Clubs should escalate a member-to-member dispute to Branch or State only when:

• The issue cannot be resolved despite genuine attempts at resolution through the Club.
• The conflict involves serious allegations as outlined in the Complaints Policy.
• One or both parties request formal intervention after local steps have been taken.
• There is a risk to safety, wellbeing, or the reputation of the club.

Key Takeaway

Not every disagreement is a crisis. Most conflicts can — and should — be resolved at the club level through respectful conversation and mediation. Escalation is appropriate when all other avenues have been exhausted or the situation warrants formal investigation. Empowering clubs to manage disputes effectively helps build resilience, leadership, and community connection.