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Complaints

Complaints concerning the Australian Sports Commission (ASC)

The ASC (including Sport Australia and the Australian Institute of Sport) is committed to treating complaints regarding the way we do business, our employees or our facilities, services, programs and products seriously. We aim to address all complaints quickly and appropriately and learn from them to improve the way we do business.

The ASC accepts complaints related to current and historical matters.

We do not handle complaints related to the operation of sport organisations, clubs or associations.

Please read more information about complaints relating to a sport organisation.

How to make a complaint

If you have a complaint regarding us, we would like to know. All complaints must be lodged in writing.

Any individual or organisation can make a complaint to the ASC.

You can do this via the online complaints form or via post at:

Complaints
Australian Sports Commission
PO Box 176
BELCONNEN ACT 2616

Please ensure the following information is provided so we can appropriately assess and process your complaint:

  • name and contact details (complaints may be lodged anonymously but unless contact details are provided we are unable to provide a response)
  • details of the service or program your complaint relates to
  • a factual and concise description of the issues
  • copies of any documents or evidence relating to your complaint, where relevant
  • details of any prior contact with the ASC relating to the issue, including names of any staff with whom you have exchanged correspondence.

We will not disclose any confidential information or your personal details without first obtaining your consent, unless the information is required by legislation to be provided to regulatory agencies, for example matters related to child protection or anti-doping.

If the matter relates to the safety of a child and they are in imminent danger, contact the Police immediately.

Child Safety

The ASC has a zero-tolerance policy to child abuse and neglect in any form and is committed to safeguarding and promoting the welfare of children.

The ASC requires all employees and users of ASC or AIS facilities to comply with the ASC Child Safe Policy, including to respond to allegations of prohibited and reportable conduct.

Sexual Misconduct

The ASC works with specialist service providers to support anyone impacted by sexual misconduct while under the ASC’s care. Anyone who has experienced, or is at risk of, any form of sexual misconduct may contact the ASC Sexual Misconduct Helpline.

The ASC will handle all complaints related to any allegation, disclosure or concern regarding sexual misconduct in accordance with the ASC Responding to Sexual Misconduct Policy.

The ASC is a participating institution in the National Redress Scheme and is strongly committed to Australian sport environments that are safe and supportive.

AIS Be Heard

The ASC is committed to providing support and care for anyone impacted negatively while under the ASC’s care. The ASC has established the AIS Be Heard service to provide independent, free and confidential support to former AIS athletes and staff.

We want everyone who has been part of the AIS to feel supported and get help if, and when, they need it.

Anti-Doping

All ASC employees and users of ASC or AIS facilities are subject to the ASC Anti-Doping Policy.

The ASC will handle any complaints related to any allegation, concern or disclosure relating to an anti -doping rule violation in accordance with the ASC Anti-Doping Policy.

Dealing with your complaint

All complaints will be acknowledged upon receipt. You may be contacted by us to advise you on the processes for how your complaint will be managed. You may be asked to provide additional information or evidence.

We aim to finalise all complaints within 28 days of receipt. However, in selected circumstances additional time may be required to investigate and address an issue raised through a complaint. In this case, you will be advised of the anticipated time-frame for completion and kept informed of progress relating to your complaint.

A final determination will be issued to you in writing, including details of the assessment undertaken, final outcome and further options available to you if you are not satisfied with the outcome.

Please note that any complaints which are deemed vexatious, contain abuse or are clearly intended to intimidate staff may not receive a response.

Other avenues open to you

If, for any reason, you are not satisfied with the outcome of a complaint or with our complaint handling process, please contact us through the online form or in writing to the above address to request the matter be escalated.

If your complaint has been escalated and you remain dissatisfied with the outcome, you can refer your concerns to the Commonwealth Ombudsman.

Contact details for the Commonwealth Ombudsman are:

Phone: 1300 362 072 (calls from mobile phones at mobile phone rates)
Email: ombudsman@ombudsman.gov.au
Postal: GPO Box 442, Canberra ACT 2601

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