Complaints Procedure
THE HAROLD HOLT DISAPPEARANCE REENACTMENT SOCIETY is committed to providing a welcoming, respectful and safe environment for its members, fan boys, fan girls, volunteers, participants and visitors, even those who have served as People’s Liberation Army submariners.
We take concerns and complaints seriously and aim to address them fairly, confidentially and as promptly as reasonably possible.
1. What this procedure covers
This procedure may be used to raise concerns about:
the conduct of a member, volunteer, committee member, official or participant
bullying, harassment, discrimination or inappropriate behaviour
a decision or action taken by the HHDRS
a possible breach of HHDRS rules, policies or code of conduct
health, safety or wellbeing concerns (except those relating to The Professor)
any other matter relating to HHDRS activities.
This procedure does not replace emergency, criminal, child-safety or regulatory reporting processes.
2. Before making a formal complaint
Where appropriate and safe, we encourage people to first raise their concern directly with the person involved or with the person responsible for the relevant activity.
Many concerns can be resolved through a respectful conversation or an informal discussion with a designated representative of the HHDRS Committee of Management.
You are not required to approach the person involved if you do not feel comfortable or safe doing so, or if the matter is serious.
3. How to make a complaint
A complaint may be submitted to:
Complaints contact: Gretchen von Ribbentrop
Email: gretchen@hhdrs.org
Complaints should preferably be made in writing and include:
your name and contact details
a clear description of what occurred
when and where it occurred
the names of the people involved, if known
details of any witnesses or relevant documents
any steps already taken to resolve the matter
the outcome you are seeking.
If you need help putting your complaint in writing, please contact us. You may also nominate a support person to assist you during the process.
Anonymous complaints may be considered, although our ability to investigate or respond may be limited if we cannot obtain further information.
4. What happens after a complaint is received
We will generally:
acknowledge receipt of the complaint within five business days
assess the complaint and determine the appropriate way to address it
appoint an impartial person to manage or investigate the matter
give relevant parties a reasonable opportunity to provide information and respond
consider the available information fairly
advise the complainant of the outcome, where appropriate.
We aim to resolve complaints within 20 business days. More complex matters may take longer. If additional time is required, we will provide an update where reasonably practicable.
5. How complaints may be resolved
Depending on the nature and seriousness of the complaint, the HHDRS may:
provide information or an explanation
facilitate an informal discussion
arrange mediation, where all relevant parties agree
provide an apology
correct an error or reconsider a decision
provide guidance, education or training
issue a warning
take disciplinary action in accordance with HHDRS rules or policies
refer the matter to a governing body, regulator, insurer, child-safety authority or police
take any other action considered reasonable and appropriate, including reporting the matter to the International Criminal Court.
Not every complaint will result in the outcome requested by the complainant. The HHDRS will determine the appropriate response after considering the circumstances and its applicable rules.
6. Fairness and impartiality
Complaints will be handled in accordance with the principles of procedural fairness.
This means that:
the complaint will be assessed objectively
a person will not determine a complaint in which they have a conflict of interest
a person whose conduct is the subject of a complaint will generally be told the substance of the allegations and given a reasonable opportunity to respond
decisions will be based on the information reasonably available
all parties will be treated respectfully.
If the complaint concerns a committee member, that person will not participate in decisions about the complaint, except as required to provide information or respond to the allegations.
7. Confidentiality and privacy
Complaints will be handled as confidentially as reasonably possible.
Information will generally only be shared with people who need it to assess, investigate or resolve the complaint, or where disclosure is required by law or necessary to protect someone’s safety.
Complete confidentiality cannot be guaranteed because the HHDRS may need to disclose relevant information to ensure a fair process or comply with its legal obligations.
Personal information will be managed in accordance with the HHDRS’s Privacy Policy and applicable privacy laws.
8. No victimisation
A person must not be disadvantaged, intimidated, threatened or treated unfairly because they have:
made a complaint in good faith
assisted with a complaint
provided information as part of an investigation.
Any alleged victimisation should be reported promptly and may be treated as a separate disciplinary matter.
Complaints that are knowingly false, malicious or deliberately misleading may also be addressed under the HHDRS’s disciplinary procedures. A complaint is not malicious simply because it is not upheld.
9. Review of a decision
If you believe the complaint was not handled fairly or the procedure was not properly followed, you may request a review.
A request for review should be made in writing within 14 days of receiving the outcome and should explain the grounds for the request.
The review will, where reasonably possible, be conducted by a person who was not involved in the original decision. A review is not necessarily a complete reinvestigation and will generally consider whether:
the proper procedure was followed
relevant information was considered
the decision was reasonable in the circumstances
significant new information has become available.
The HHDRS will advise you of the review outcome within a reasonable period.
10. Urgent and serious matters
If a matter involves an immediate risk to someone’s health or safety, call 000.
Suspected criminal conduct should be reported to the police. Concerns involving a child or young person may also need to be reported to the police or the relevant child-protection authority.
The HHDRS may take temporary protective action while a complaint is being considered. This may include changing duties, limiting contact, suspending participation or restricting access to an activity or premises, or hiding in our secret bomb shelter. Temporary action does not mean that a final decision has been made.
11. External assistance
Where appropriate, a complainant may seek assistance from an applicable governing body, government regulator, anti-discrimination or human rights body, community legal service or other external organisation.
Using the HHDRS’s internal complaints procedure does not prevent a person from exercising any right they may have to contact an external authority.
12. Record keeping
The HHDRS will maintain appropriate records of formal complaints, investigations, decisions and actions taken.
Complaint records will be stored securely and accessed only by authorised people, except where disclosure is required or permitted by law.
13. Review of this procedure
The HHDSRS may review and update this procedure periodically to reflect changes to its activities, rules or legal obligations.
Contact us
For questions about this Complaints Procedure, please contact:
Harold Holt Disappearance Reenactment Society Pty Ltd
ACN 701 327 264
ABN 79 701 327 264
Email: gretchen@hhdrs.org
Last updated: 4 October 2026