HomeComplaints and feedback
Complaints and Feedback
We welcome complaints. They tell us where we are falling short, and they are one of the most important ways a child or parent can tell us something is wrong. Making a complaint is free, and nobody will be treated unfairly for raising one in good faith.
If a child is in danger right now, call 000.
If your complaint is about the safety of a child, go to our Child Safety page or email [email protected].
How to make a complaint
Use the form below. You can leave your name off if you want to stay anonymous. We will act on anonymous complaints as far as the information allows.
- Email [email protected] for orders, kits, Matter Minis, codes, privacy or anything else.
- Email [email protected] for anything about the safety or wellbeing of a child.
- Tell us in person at a session, clinic or event. We will write it down and act on it the same day.
- Ask someone to complain for you, such as a parent, teacher or coach.
If you need help to make a complaint, for example because of disability or language, tell us and we will help.
Complaints about our team or collaborators
Complaints are usually handled by our founder, Anika Brown. If your complaint is about anyone in the Athlete Matter team or one of our collaborators, such as a presenter, coach or partner, including our founder, or about how a child safety concern was handled, you can go to our Independent Child Safe Adviser, who will have no family, financial or business tie to the company.
We are currently appointing our Independent Child Safe Adviser and will publish their details here.
You can also go straight to any of the outside organisations listed below.
What happens next: general complaints
| Step | When | What we do |
|---|---|---|
| 1. Receive | Same day | We record your complaint |
| 2. Acknowledge | Within 2 business days | We confirm we have it, tell you who is handling it and when to expect an answer |
| 3. Respond | Within 10 business days | We look into it and propose a solution. Simple problems, like a damaged kit, are usually fixed in our first reply |
| 4. Review | Within 15 business days of your request | If you are not happy, our Independent Adviser reviews it. Until one is appointed, you can go straight to the organisations below |
| 5. Outside help | Any time | You can contact the organisations below |
Your rights under the Australian Consumer Law are not affected by this process.
What happens next: child safety complaints
Child safety complaints always come first. If we are not sure which type a complaint is, we treat it as a child safety complaint.
- Same day. Our Child Safe Lead receives the complaint the same day. If it is about anyone in the Athlete Matter team or our collaborators, including the Child Safe Lead, it goes to the Independent Adviser instead.
- Within 24 hours. We decide whether to report to Police or the NSW Child Protection Helpline, and we make that report. We never delay a report to gather more information.
- Within 24 hours. Anyone the complaint is about is stood down from contact with children until it is resolved.
- Within 2 business days. We tell you we have your complaint and what will happen next.
- Outcome. We tell you the outcome as far as privacy and the law allow.
How we handle complaints
- Nobody handles a complaint about themselves, a relative or a close friend.
- People involved are told about the complaint and can respond, unless that would put a child at risk or affect a Police investigation.
- We share information only with people who need it to resolve the complaint or keep a child safe.
- We may set limits on contact with someone who is abusive, but we never stop listening to a child safety concern.
For young athletes
For young athletes
Something not right? Tell us. You can tell us if something is wrong, even if it seems small. Tell a parent, a coach or any adult at our sessions, or email [email protected]. You will not get in trouble for telling. We will listen, take you seriously and tell you what we are doing to help.
You can also call Kids Helpline on 1800 55 1800 at any time.
Outside organisations
| Organisation | Contact them about |
|---|---|
| Police: 000 (emergency) or 131 444 | A child in danger, or a possible crime |
| NSW Child Protection Helpline: 132 111 | A child at risk of significant harm in NSW |
| Office of the Children's Guardian | How we follow the Child Safe Standards, or a Working with Children Check |
| eSafety Commissioner | Serious online abuse, cyberbullying or image-based abuse |
| Basketball NSW | Where the activity was run under its sanction or at an affiliated academy |
| NSW Fair Trading | Refund, product or consumer disputes |
| Office of the Australian Information Commissioner | Privacy complaints |
Complaint form
Tell us what happened.
You can leave your name off if you want to stay anonymous. We will act on anonymous complaints as far as the information allows. The form asks for an email address so we can reply. To stay completely anonymous, tell us in person at an event or ask someone to complain for you.
If a child is in danger right now, call 000. Young people can call Kids Helpline on 1800 55 1800 at any time.
Prefer email? [email protected] for anything else, or [email protected] for anything about the safety or wellbeing of a child.
About 3 minutes
Make a complaint
Fields marked with * are required. Please don't include a child's full name.
Making a complaint is free.
More policies
The fine print, in plain English.
Child safety comes first
We work with young people, so we follow the NSW Child Safe Standards. Everyone who works with us is screened, trained and signs our Code of Conduct.
To raise a concern, email [email protected]. If a child is in immediate danger, call 000.
Athlete Matter acknowledges the Awabakal and Worimi peoples, Traditional Custodians of the land on which we work, and pays respect to Elders past and present.
