Where to send it
- If a child is in immediate danger, call 000 first.
- Concerns about a child's safety or wellbeing: safeguarding@fcgoldcoast.com.
- General complaints, billing, program or service issues: info@fcgoldcoast.com.
What to include
Tell us what happened, when and where, who was involved, and what outcome you are seeking. Include any documents or messages that help us understand the matter.
What happens next
- Acknowledgement: we confirm we have received your concern.
- Triage: we assess urgency and whether it is a safeguarding matter requiring immediate action or external reporting.
- Review: an appropriate person who is not personally involved reviews the matter and gathers relevant information.
- Fairness: anyone the complaint concerns is told the substance of it and given a chance to respond.
- Outcome: we tell you the outcome and any action taken, within the limits of privacy and confidentiality.
- Escalation: if you are not satisfied, you can ask for the matter to be reviewed again.
Confidentiality and records
We keep records of complaints and incidents securely, and share information only with those who need it or where disclosure is required by law.
No retaliation
No family, player, coach or staff member will be disadvantaged for raising a concern in good faith.
External reporting
You can contact police, a child protection authority, a consumer protection body or a privacy regulator at any time. Using our process does not limit that right and we will cooperate with any external authority.
Questions about this policy
General enquiries: info@fcgoldcoast.com. Child safety concerns: safeguarding@fcgoldcoast.com. If a child is in immediate danger, call 000.
This page explains how we operate. It is general information, not legal advice.