Member Grievances

From time to time, there may be instances that arise when a member feels that they have been treated unfairly and may want to consider putting in a formal grievance or complaint.

The Club’s Member Protection Information Officers (MPIO’s) are the go-to people in the club for members to find out more information regarding dealing with problems and lodging formal complaints.

All dealings with MPIO’s are strictly confidential and designed to provide advice and assistance on how to deal with issues and concerns. In most cases, mediation between two members is the most appropriate course of action and often results in a positive outcome for all involved.

If you have a concern that you would like to discuss with an MPIO, please contact the club’s secretary via email at secretary@coolumsurfclub.com.au or you can contact an MPIO direct using contact details displayed on the club’s noticeboards and below.

Jodie Waring mpio1@coolumsurfclub.com.au

Kate Stockley mpio2@coolumsurfclub.com.au

Vacant mpio3@coolumsurfclub.com.au

Member Complaints

Member safety, wellbeing, and satisfaction are non-negotiable. We foster a supportive, inclusive culture where every member is valued, heard, and treated with respect. To uphold these standards, Coolum Beach SLSC combined with SLSQ operates a robust complaints process aligned with the SLSA Complaints Policy. We encourage members to raise concerns and commit to addressing them fairly, transparently, and promptly. Our Complaints Manager complaintsmanager@coolumsurfclub.com.au is available to navigate internal grievances or disputes - assisting in a ubiased mediation if the dispute cannot be intially resolved. When you speak up, you can expect: -Clear, accessible reporting pathways and timely acknowledgement -Respectful handling and appropriate privacy safeguards -Impartial assessment and outcome-focused resolution -Regular updates and guidance throughout the process -We are committed to continuous improvement and to resolving issues in line with the SLSA Complaints Policy—so our club remains a safe, welcoming place for all. We appreciate your contribution to the ongoing success and development of our organisation

The Coolum Beach SLSC will follow Complaint Management Processes and Policy provided the SLSQ Governance - Policy 6.06A-SLSA Complaints Handling Guideline & Policy 6.06A-SLSA Complaints Resolution Policy