Complaints
& Disputes.

Refs Inc takes every complaint seriously and aims to resolve concerns fairly, promptly, and with as little fuss as possible. How a concern is handled depends on whether it happened on the field during play, or off it.

On-field disputes during a match

Disputes about calls, penalties, scores, and eligibility during a tournament are resolved through the tournament rulebook, not this process. In short:

• Only the team captain raises a matter, to the head referee, and does so before leaving the field.
• The head referee may resolve it or escalate to the Ultimate Referee, whose decision is made before the next round.
• A further appeal can be made in writing to the Commissioner within 14 days of the event.
• Some calls, such as an elimination once the player has crossed the boundary, are final and not appealable.

Off-field complaints

Complaints about conduct, safety, a breach of the code of conduct, the behaviour of an official, or how the organisation is run are handled through the steps below.

How to raise an off-field complaint

• Step 1 — Raise it. If you feel safe to, raise it with the person or an official at the event. Many concerns are resolved on the spot.
• Step 2 — Contact us. If that is not appropriate or does not resolve it, contact Refs Inc at hello@refsinc.com.au with what happened, when, and who was involved.
• Step 3 — We look into it. We acknowledge your complaint, treat it confidentially, speak with the people involved, and work toward a fair outcome. Serious matters go to the committee.
• Step 4 — Outcome. We tell you the outcome and the reasons. Outcomes can range from an apology or a change in practice through to a warning, suspension, or removal under the code of conduct.

Our commitments to you

• We handle complaints confidentially and only involve the people who need to be involved.
• We do not tolerate victimisation of anyone who raises a genuine concern in good faith.
• We treat everyone involved fairly, including the person a complaint is about.

Concerns about the safety of a child

A concern about the safety or welfare of a child is handled under the member protection and child safety policy and, where a child is at immediate risk, reported to emergency services and the relevant authorities first.