Know your rules, keep your volunteers
Not “my way or the highway”, but the rules way: fair, agreed and early. Practical help for committees of clubs, incorporated associations and community groups.
Ask a MediatorGet the committee worksheetTry the self-checksThis page is from the Interact Community Dispute Resolution Service (ICDRS), a project of Interact Support Inc. It’s general information, not legal advice. Your own rules may differ from the model rules, so check yours.
It starts with dignity
At the heart of most conflict is a threat to someone’s dignity, real or perceived. Something said in a meeting. An incident. A look. Often it’s generational: one person thinks they’re guiding, the other feels put down. Left alone, it spirals outward.
- 1Personal response. Hurt and anger on both sides.
- 2Interpersonal response. People stop talking directly; emails go unanswered.
- 3Community response. Allies and camps form. People start to leave.
- 4Dispute resolution response. A formal complaint lands, or someone suggests mediation.
- 5Legal response. Lawyers’ letters and talk of rights.
- 6Political or criminal response. Beyond the group’s control.
Green is where early, calm, fair action stops the spiral: a quiet word the same week, a reply within days, someone independent brought in when camps start to form.
The Conflict Core and Conflict Spiral: an adaptation of Friedrich Glasl’s model of conflict escalation for everyday conflict, by Mediation Institute.
Which rules are you running under?
Model rules
The government’s template. Many associations adopt them as they are, and in some states updates then apply automatically.Your own rules
Written or changed by your group. Change the model rules beyond the basics and you may have your own rules, even if the document still says “model rules”.Silent rules
In most states, if your own rules don’t cover disputes, the model rules’ dispute procedure fills the gap.The layers of rules
Each layer sits under the one above it. By-laws can’t override your constitution, and your constitution can’t override the law.
Under the rules: how we do things here
The rules say
Try to sort it out within 14 days.Tell the committee within 10 days.
Give 14 to 28 days’ written notice.
Example: Victoria’s model rules
Your agreed process says
Who people can talk to first, with no form neededWho on the committee responds, and how quickly
How we listen without taking sides
When we offer a facilitated conversation or mediation
How we keep brief, factual notes
Who we call for help, and who steps aside
How we bring new committee members up to speed after each annual general meeting
Grievance or disciplinary action?
They’re different processes with different purposes. Victoria’s model rules as the example.
| Grievance (rules 25 to 29) | Disciplinary action (rules 19 to 24) | |
|---|---|---|
| What it is | A dispute between members, or with the committee or association | The association acting on a breach of the rules or harmful conduct |
| Who starts it | The people in the dispute | The committee, if there are grounds |
| The steps | Try to sort it out in 14 days, then ask for a mediator within 10 days | An unbiased subcommittee, 14 to 28 days’ written notice, and the member is heard |
| Who decides | The people in it. The mediator must not decide | The subcommittee: no action, reprimand, suspension for a set period, or expulsion. No fines |
| What next | If unresolved: the Act, or the law | Appeal within 7 days to 3 or more people not involved |
Order matters: a grievance waits while a disciplinary process on the same matter is under way (rule 25(2)).
Disputes with people who aren’t members
Your rules, whether model rules or your own, only cover disputes between members, and between members and the association. Many of the hardest disputes are with people and organisations your rules don’t reach.
People around the group
Parents and families of junior members, spectators, non-member volunteers and helpers.People you deal with
Hirers of your facilities, contractors and suppliers, neighbours of your grounds or clubrooms.Other organisations
Other clubs sharing grounds or equipment, your council, school or peak body, and groups competing for the same grants and volunteers.Paid staff are different again: employment law applies, so get advice on workplace matters.
Your dispute resolution policy should cover them too
Who speaks for the group, and who steps aside if they’re connected
First steps: who makes contact, and how quickly
When to offer a facilitated conversation or mediation, and who pays
What gets written down, and where it’s kept
How it links to your code of conduct, complaints and member protection policies
When it’s a matter for the police
ICDRS can help you write or review your policy, and can facilitate conversations between groups.
Where mediation sits in your state
In most model rules, mediation is the step between “try to sort it out yourselves” and anything formal. It’s built into the process, not a last resort. Regulators generally won’t step into internal disputes, so your own rules and process matter. No mediation step in your rules? You can still try mediation first.
| State or territory | Mediation in the default rules | Last checked |
|---|---|---|
| Victoria | Required step Sort it out first, then mediation | 4 Nov 2026 |
| New South Wales (NSW) | Required step Mediation, then arbitration. The service the model names has closed | 4 Nov 2026 |
| Northern Territory (NT) | Required step Meet within 14 days, then with a mediator within 10 days | 4 Nov 2026 |
| Queensland | On request After 14 days, the member can ask and the committee must refer | 4 Nov 2026 |
| Western Australia (WA) | On request A party can ask for a mediator | 3 Nov 2026 |
| South Australia (SA) | By agreement Meet within 14 days, then an independent third person if both agree | 4 Nov 2026 |
| Tasmania | Not in model rules Disputes go to arbitration | 3 Nov 2026 |
| Australian Capital Territory (ACT) | Not in model rules An impartial decision-maker hears it | 3 Nov 2026 |
Tap a state below for the step-by-step detail.
Victoria
Associations Incorporation Reform Act 2012; model rules in the Associations Incorporation Reform Regulations 2023. Last checked 4 Nov 2026.
Which rules apply. Your rules must set out a grievance procedure. If they don’t, the model rules’ procedure applies. If you adopted the model rules, the 2023 version applied to you automatically.
Grievance procedure (rules 25 to 29)
- Covers disputes between members, a member and the committee, or a member and the association.
- The people involved try to resolve it themselves within 14 days.
- If that fails, within 10 days they tell the committee, agree to or ask for a mediator, and try in good faith to settle it by mediation.
- The mediator is chosen by agreement; otherwise appointed by the committee. They must have no personal interest and no bias.
- Everyone is heard, natural justice applies, and the mediator must not decide the dispute.
- Costs: as the parties agree; otherwise the committee pays.
- If mediation doesn’t resolve it, the parties may use the Act or go to law.
Discipline (rules 19 to 24): grounds are breaching the rules, refusing to support the association’s purposes, or conduct prejudicial to the association. An unbiased disciplinary subcommittee; written notice 14 to 28 days before the meeting; outcomes are no action, a reprimand, suspension for a specified period, or expulsion (no fines); appeal within 7 days to an appeal subcommittee of at least 3 people not involved.
New South Wales
Associations Incorporation Act 2009; NSW Fair Trading model constitution dated 31 May 2024, clauses 7 to 9. Last checked 4 Nov 2026.
Which rules apply. Your constitution must cover internal disputes. If it doesn’t, the matching clause of the model constitution applies.
- The model has no “try to sort it out first” step, but nothing stops you talking it through directly.
- Disputes between members (as members), or between members and the association, must go to mediation.
- The model still names the state’s former free mediation service, which has closed. Until it’s updated, agree an alternative in your own constitution, such as an AMDRAS accredited mediator.
- If mediation hasn’t resolved it within 3 months, it goes to arbitration.
Discipline (clauses 7 and 8): notice of the complaint and at least 14 days to respond; the committee can expel or suspend if the facts are proved and it’s warranted; written reasons within 7 days; nothing takes effect until any appeal is decided; appeal within 7 days to a general meeting within 28 days, decided by secret ballot.
Queensland
Associations Incorporation Act 1981, section 47A; Office of Fair Trading model rules version 8 (current as at 1 July 2024), rules 10 to 12F. Last checked 4 Nov 2026.
Which rules apply. Your rules must include a grievance procedure that meets the law. If they don’t, the model rules’ procedure applies.
- The member gives written notice of the dispute to the other party (and the committee).
- Both sides try in good faith to sort it out.
- Not sorted in 14 days? The member has a further 21 days to ask the secretary for mediation.
- The committee must refer it to mediation within 14 days of the request.
- The parties choose the mediator. If they can’t agree within 14 days, the committee appoints one (member v member), or it’s an accredited mediator or one from a Dispute Resolution Centre (member v committee or association).
- The mediator tries to finish within 28 days, everyone is heard, and the mediator doesn’t decide. Costs are shared equally unless agreed otherwise. Sessions can be online.
Discipline (rules 10 to 12): the committee can end a membership for listed reasons after a full and fair chance to respond; appeal within 1 month to a general meeting. The model rules have no separate suspension process.
Western Australia
Associations Incorporation Act 2015; model rules in Schedule 2 of the Associations Incorporation Regulations 2016. Last checked 3 Nov 2026.
- Covers disputes between members, or between members and the association.
- The people involved try to resolve it within 14 days.
- If that fails, any party gives the secretary written notice.
- The committee meets within 28 days, giving each party at least 7 days’ notice and a chance to speak.
- The committee decides and gives written reasons within 7 days.
- Within 14 days of the decision, a party can ask in writing for a mediator.
In a dispute between a member and the association, a party can ask for a mediator instead of the committee deciding. The mediator must have no personal interest or bias, can’t decide the matter, and the process is confidential. Costs are paid by whoever asked for the mediator.
Discipline: 28 days’ written notice of the grounds, a hearing, written reasons within 7 days, and the option to ask for mediation within 14 days. If it’s still unresolved, a party can apply to the State Administrative Tribunal.
South Australia
Associations Incorporation Act 1985 (SA); Consumer and Business Services (CBS) template rules, March 2026, rules 5.7 to 5.9. Last checked 4 Nov 2026.
Which rules apply. Your own rules. The CBS template is a guide to adopt or adapt.
- The people involved must meet and try to resolve it within 14 days.
- Not resolved? They may agree to meet again with an independent third person. This is optional: both have to agree.
- If the committee has to decide, it must act fairly and follow natural justice.
Discipline (rules 5.7 and 5.8): written notice and at least 14 days to respond; the committee can expel, suspend for a period, or set conditions; written reasons within 7 days; appeal within 14 days to a general meeting within 28 days.
Northern Territory
Associations Act 2003 (NT); model constitution template, clauses 17, 21, 22 and 56. Last checked 4 Nov 2026.
- Within 14 days, the people involved must meet, talk it through and, if possible, resolve it.
- Not resolved, or someone doesn’t turn up? Within 10 days, they meet again with a mediator.
- The mediator is chosen by agreement; otherwise the committee appoints one (member v member), or the government department provides one (member v committee).
- The mediator must not decide the dispute.
Discipline: at least 30 days’ written notice; a chance to be heard; appeal within 14 days to a general meeting, and nothing takes effect until members confirm it.
Tasmania
Associations Incorporation Act 1964; Associations Incorporation (Model Rules) Regulations 2017. Last checked 3 Nov 2026.
- Disputes (model rule 36): a dispute between a member and the association goes to arbitration. There’s no mediation step in the model rules, but you can still try mediation first.
- Expulsion (model rules 34 and 35): written notice of the grounds and the right to appeal; appeal within 14 days to a special general meeting held within 21 days, decided by secret ballot.
Australian Capital Territory
Associations Incorporation Act 1991; Associations Incorporation Regulation 2023. Last checked 3 Nov 2026.
- Disputes (model rules 11 to 19): the parties try to agree; then the committee appoints an impartial decision-maker with no conflict of interest, who may also help the parties agree. No separate mediation step.
- Discipline (model rules 20 to 29): an impartial decision-maker and at least 14 days for the member’s submissions.
- Appeals (model rules 30 to 34): within 7 business days, to a general meeting.
From NMAS to AMDRAS
Mediator accreditation has moved on. Older rules haven’t caught up.
Rules made in 2023 or earlier
will still say NMAS, a mediator “registered” with the Mediator Standards Board, or www.msb.org.au. Read it as an AMDRAS accredited mediator and www.amdras.au.The next evolution of NMAS
AMDRAS builds on NMAS: trained, accredited mediators with ethical obligations and ongoing professional development. Updating your rules? Name AMDRAS.More information, and to check a mediator’s accreditation on the national register: www.amdras.au
Mediator, conciliator or arbitrator?
They’re all independent third parties, but they do different jobs. The big difference is who decides.
| Accredited mediator | Conciliator | Arbitrator | |
|---|---|---|---|
| What they do | Helps the people involved talk it through, understand each other and reach their own agreement | Helps the people reach an agreement, and may also give a view on the issues, the law or likely outcomes | Hears both sides, sometimes with formal evidence, then makes a decision (an “award”) |
| Do they decide? | No. They don’t advise unless everyone agrees | No, but their advice can carry weight | Yes. The decision is binding, with very limited appeal |
| Qualifications | Accredited under AMDRAS: at least 45 hours of training, assessed for competence, a code of ethics, and ongoing professional development. Check the national register at www.amdras.au | Set by the body that employs them. Many are also accredited mediators | Usually lawyers or specialists with arbitration training. Rules come from each state’s Commercial Arbitration Act |
| How they’re engaged | By agreement, or as your rules set out. Through a service such as ICDRS | Usually you don’t choose them: you lodge a complaint with a body that offers conciliation, and it appoints one | By agreement, or where your rules require it. If you can’t agree who, a nominating body can appoint one (a fee applies). Private arbitration usually costs a substantial fee, paid by the parties, often on top of legal costs |
| Where you’ll meet them in community disputes | The grievance step in most model rules; community mediation services; ICDRS | Discrimination complaints to the Australian Human Rights Commission or your state’s anti-discrimination or equal opportunity body; workplace disputes with paid staff; the National Sports Tribunal for some sport disputes | NSW model constitution (after 3 months of unresolved mediation) and Tasmania’s model rules (member v association). Some sports use the National Sports Tribunal |
The ACT’s model rules use an “impartial decision-maker” appointed by the committee. That person decides, like an arbitrator, but isn’t appointed under arbitration law.
When to call the police
Call 000 if anyone is in immediate danger. For non-urgent police matters, call the Police Assistance Line on 131 444. It connects you to the police in your state or territory. Each state and territory has its own police; in the ACT, that’s ACT Policing, part of the Australian Federal Police.
Some matters are for the police, not a mediator or your committee:
- threats of violence, or actual violence
- sexual assault
- serious illegal activity, such as theft or fraud involving club money, or deliberate, serious damage to property
Don’t try to investigate these yourselves, and don’t try to mediate them away. You can still follow your own rules about membership and safety while the police deal with it.
A person who feels unsafe can also apply for a protection order through the police or their local court. The names differ between states and territories, for example a personal safety intervention order in Victoria or an apprehended personal violence order in NSW.
ICDRS provides mediation, facilitated conversations and conflict coaching for clubs and community groups anywhere in Australia, with partner and club rates for affiliated groups.
Eight traps: test yourself
Each check gives you a situation and three responses. Pick the one you’d go with, then see why each response does or doesn’t work. The scenarios are made up.
Why mediation works
Mediation deals with all three sides of a conflict at once. Tap each side of the triangle.
When one side is missing, conflict sticks: people who don’t feel heard won’t engage, a process that feels unfair breeds new grievances, and a problem left unsolved keeps coming back.
The Conflict Triangle: People, Process, Problem. An adaptation by Mediation Institute.
What mediation with ICDRS is like
No one decides for you
The mediator doesn’t decide who’s right, give legal advice or speak for anyone.Private preparation first
Before you meet, the mediator has a private preparation session with each person. Nobody walks in cold.You speak for yourselves
You usually meet together, online or in person. Lawyers don’t do the talking, and you’re not sent to separate rooms while others negotiate.Built for people who aren’t speaking
The mediator runs a structured conversation so it’s safe to have.The aim
Clear the air, understand each other and agree how you’ll move forward.Confidential
The agreement is yours. Separate sessions are used when safety or comfort needs them.ICDRS mediation is delivered by AMDRAS accredited mediators.
What does mediation cost?
A lot less than losing valuable volunteers. It depends on the service, so ask for the rates and how they’re worked out before you start. Some mediators volunteer or offer lower rates to small charities and community groups. Even commercial mediation costs less than an adversarial legal process or private arbitration, which usually carries a substantial fee. ICDRS quotes upfront, quotes pre-mediation and mediation separately, and has partner and club rates for affiliated groups.
Committee worksheet
Work through your own rules as a committee in 30 to 45 minutes.
Which rules apply, your grievance and disciplinary steps, disputes with people who aren’t members, and your agreed process, “how we do things here”. Free PDF and Word versions.
Get help early
You don’t have to handle it alone, and you don’t need a formal complaint to call us.
Fill in a short form and a mediator calls you back, free.
From ICDRS, with AMDRAS Mediators.
Practical workshops, online or in-house: CMFS for leaders, a good induction for a new committee after your annual general meeting, and CMFS for teams of volunteers, members and staff.
Plain-English help to review or write your grievance procedure.
Ask a MediatorRequest a CMFS workshop
icdrs@interact.support · 1300 079 345
General information, not legal advice. Your own rules may differ, so check yours. State information last checked 3 to 4 November 2026. Family law disputes go to Interact Online Family Dispute Resolution at interact.support.