Complaints Policy

MTFC takes complaints seriously and aims to find solutions before problems escalate.

Complaints should be lodged with either the Secretary (mtfc-secretary@outlook.com) or the President (mtfc-president@outlook.com).

Contact details are also available here.

We will treat every complaint on its merits. After initial assessment by the President may:

• Take direct action to resolve the issue; or

• Refer the complaint to the relevant club for investigation; or

• Provide referral advice if the complaint is considered outside MTFC’s areas of responsibility.

We aim to acknowledge complaints within 2 business days and undertake an investigation as required.

We aim to complete and advise complainants of the outcome of the investigation within 10 business days but will advise the complainant if the investigation will take longer, providing an update on a fortnightly basis.

If complainants are dissatisfied with the outcome, assessment, or decision, a request can be made for an internal review which would be undertaken by the full committee of the Mentone Track and Field Centre Inc.

In dealing with complaints, MTFC will have regard to the City of Kingston Complaints Resolution Policy and the Athletics Victoria Member Protection policy.