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How to Lodge a Complaint with the EWA

Step 1	As a first step you (as the complainant) should try to discuss and resolve the problem with the person or people involved.
Step 2	If: • the first step is not possible/reasonable; or • you are not sure how to address the problem by yourself; or • you wish to discuss the problem confidentially with someone, to gain details about what can be do; or • the problem continues after you have tried to approach the person or people involved; then Approach and discuss the situation with an MPIO. Please contact the EWA Administration Office. The MPIO will: • take notes about your complaint (which will be kept in a secure and confidential place); • try to sort out the facts of the problem; • ask what outcome/how you want the problem resolved and if you need support; • provide possible options for you to resolve the problem; • explain how our complaints procedure works; • act as a support person if you so wish; • refer you to an appropriate person to help you resolve the problem, if necessary; • inform the relevant government authorities and/or police if required by law to do so; and • maintain strict confidentiality.
Step 3	After talking with the MPIO, you may decide: • there is no problem; • the problem is minor and you do not wish to take the matter forward; • to try and work out your own resolution (with or without a support person such as a MPIO); or • to seek an informal mediated resolution with the help of a third person (such as a mediator/facilitator). If you wish to remain anonymous, EWA cannot assist you to resolve your complaint. We have to follow the principles of natural justice and be fair to both sides. This means that EWA or you may be required to provide the person/people you have complained about with full details of the complaint so they have a fair chance to respond to all the allegations.
Step 4	If your complaint is not resolved to your satisfaction, you may: • make a formal complaint in writing to the CEO • approach a relevant external agency such as an equal opportunity commission, for advice.
Step 5	If you decide to make a formal complaint in writing under Step 4, the CEO will, on receiving the formal complaint and based on the material you have provided, decide whether: • they are the most appropriate person to receive and handle the complaint; • the nature and seriousness of the complaint warrants a formal resolution procedure. Some complaints may be of a minor and/or purely personal nature with no connection to the activities of EWA. In these cases, the CEO may determine that the complaint does not warrant a formal resolution procedure; • to appoint a person to investigate the complaint; • to refer the complaint to an informal or formal mediation session; • to refer the complaint to a Disciplinary Committee; • to refer the matter to the police or other appropriate authority; and/or • to implement any interim administrative or other arrangements that will apply until the complaint process set out in these Procedures is completed. In making the decision(s) outlined above, the CEO will take into account: • whether they have had any personal involvement in the circumstances giving rise to the complaint and, if so, whether their ability to impartially manage the complaint is compromised or may appear to be compromised; • whether, due to the nature of the complaint, specific expertise or experience may be required to manage the complaint; • your wishes, and the wishes of the respondent, regarding the manner in which the complaint should be handled; • whether, due to the nature of the complaint, the relationship between you and the respondent and any other relevant factors, the complaint should be referred (or should not be referred) to informal or formal mediation or to a hearings tribunal. Relevant factors may include an actual or perceived power imbalance between you and the respondent, the nature of any ongoing working relationship between you and the respondent, and the personal attributes of you and the respondent (for example, if one party does not speak English fluently, some of the possible complaints resolution mechanisms may not be appropriate); • the nature and sensitivity of any information or other material that must be provided by you, the respondent, and any of the other people involved in the complaint; • Whether the facts of the complaint are in dispute; • The urgency of the complaint, including the likelihood and the consequences (if the complaint is ultimately proven) that you will subject to further unacceptable behaviour while the complaint process set out in these procedures is being conducted. If the CEO is the appropriate person to handle the complaint they will to the extent that these steps are necessary: • request full information from you (the complainant) about your complaint and how you want it resolved (if this information has not already been obtained through earlier steps); • put the information they’ve received to the person/people you’re complaining about and ask them to provide their side of the story; • decide whether they have enough information to determine whether the matter alleged in your complaint did or didn’t happen; and/or • determine what, if any, further action to take. This action may include disciplinary action in accordance with EA Disciplinary By-Laws, appointing a person to investigate the complaint, referring the complaint to an informal; or a formal mediation session or a hearing tribunal and/or referring the complaint to the police or other appropriate authority.
Step 6	If: • a person is appointed to investigate the complaint under step 5, the investigator will conduct the investigation and provide a written report to the EWA Disciplinary Committee who will determine what, if any, further action to take. This action may include a direction to the investigator to make further enquiries and obtain additional information, disciplinary action in accordance with the EA Disciplinary By-Laws, and referring the complaint to an informal or a formal mediation session, a hearing tribunal or the police to other appropriate authority. • The complaint is referred to an informal or a formal mediation session under Step 5, the mediation session will be conducted as agreed by you and the respondent; • The complaint is referred to a Disciplinary Committee under Step 5, the hearing will be conducted in accordance with the EA Disciplinary By-Laws; • The complaint is referred to the police or other appropriate authority under Step 5, EWA will use its best endeavours to provide all reasonable assistance lawfully required by the police or other appropriate authority; and • Interim administrative or other arrangements are implemented under Step 5, EWA will periodically review these arrangements to ensure that they are effective.[Any costs relating to the complaint process set out in this policy are to be met by EWA unless otherwise stated within the EA Disciplinary By-Laws and/or the EA Member Protection Policy.]
Step 7	If, under Step 6, an informal or formal mediation session is conducted, and you and the respondent cannotreach a mutually acceptable mediated solution to the complaint, you may request that the EA Executivereconsider the complaint in accordance with Step 5. You or the respondent(s) may be entitled to appeal where: • Under Step 5, a decision was made by the CEO: - Not to take any action; or - To take disciplinary action; or • Under Step 6, a decision was made by the EWA Disciplinary Committee: - Not to take any action; or - To take disciplinary action; or The appeal process for this policy is set out in the EA Disciplinary By-Laws.
Step 8	The Member Protection Information Officer will document the complaint, the process followed and the outcome. This document will be stored in a confidential and secure place.

Equestrian WA's MPIOs are Meredith Tenger and Vanessa Fuchsbichler. All calls and conversations are treated with utmost confidentiality. Please feel welcome to ring the office on 9296 1200 to talk to one of them.