Club Complaints Policy

Club Complaints Policy Template

Note: This is a policy template for SLSNZ Clubs to use for internal complaints.
For the Surf Lifesaving New Zealand Complaints Policy and associated resources please see here: Policies

Why does your club need a Complaints Policy?

Under the Incorporated Societies Act 2022, all clubs must have a Dispute Resolution Procedure in their constitution that is consistent with the rules of natural justice. The SLSNZ Club Constitution Template includes the dispute resolution rules from Schedule 2 of the Act. This means they can be treated as a ‘Safe Harbour’, i.e., they offer protection from any legal liability if the rules are followed.

This Policy and Procedure template provides guidance on how complaints must be treated in accordance with the constitution, including:

  • letting members know how they can raise complaints or concerns with the club;
  • providing clear expectations about what will happen if complaints are raised with the club;
  • guiding club personnel in how to deal with and resolve complaints, including informal resolution to try to resolve issues or disputes initially, and;
  • ensuring the approach taken to dealing with complaints by the club is fair and consistent.

Complaints Policy Templates
Note: SLSNZ recommends adopting the Complaints Policy as is, changing only the club name and complaints officer details - if you'd like to discuss this policy further please contact Marilyn Moffatt at governance@surflifesaving.org.nz

Help with managing Complaints