MPIO’s must remain impartial at all times, it is not their role to mediate or investigate complaints. MPIO’s cannot provide an opinion on who may be right or wrong in an incident, as this would compromise impartiality.  MPIOs play a key role in ensuring sport is safe, fair and inclusive. MPIOs do this through ensuring club people and club administrators know their rights and responsibilities and ensuring policies that focus on member protection are being implemented. These include but are not limited to supporting clubs with understanding the complaints policy and procedures, child protection policies, harassment and discrimination policies.

• Listen  to complaints and concerns from athletes, volunteers, parents and/or carers.
• Provide  impartial information to those raising a concern or involved in the complaint process including the complainant and the accused.
• Inform, advise and support complaint handers as required about the Member Protection Policy
• Understand and follow SOA Member Protection Policy (MPP), Complaints Policy and Code of Conduct.
• Be  accessible and approachable in supporting all members and stakeholders·
• Keep,  manage and maintain securely confidential information relating to complaints or  concerns
• Support ongoing training and development of club committee members in the area of Member Protection and Safeguarding Children in  Sport
• Provide information about the role of other bodies or agencies involved in the complaints process
• Explain  the role of external advocacy or legal supports, and provide relevant contact  information.
• Document  and record all complaints and store secure information in line with SOA  policies and guidelines