The Complaints Manager plays an important role in clubs, providing timely response to member complaints in line with the Complaints Resolution Policy 6.06.

The Complaints Managers role assesses, investigates and acts on formal complaints and is required to have completed the online Sports Integrity Complaints Handler course as well as have a thorough understanding of the SLSA Complaints Resolution Policy 6.06.

The Complaints Manager position is separate to the Member Protection Information Officer and forms part of the broader Member Protection team at club level.

The Complaints Manager is responsible to recording all correspondence regarding a complaint in the online SLSA Complaints portal and appointing investigators and judiciary if required.  The role operates independently to the board, consulting with the Club President and Directors if appropriate.