If something isn't right.

Safety comes first

If it's about a young person's safety, abuse or anything criminal, don't use this process. Follow our safeguarding policy straight away. In an emergency, call 111.

How it works

1. Talk to us. Raise it with your coach or Nic in the app or by email. We'll reply within 2 working days and try to sort it directly.
2. Put it in writing. If that doesn't fix it, or you'd rather start here, send what happened and what you'd like done to team@captainsrun.nz. We'll confirm we have it within 2 working days.
3. We look into it. We read the records, including stored chats, and hear from everyone involved. You'll have our decision and the reasons within 10 working days. If we need longer, we'll tell you why.
4. Take it outside. If you're not happy with the outcome, you can go to the Sport Integrity Commission's free, confidential dispute service at sportintegrity.nz. You can go there at any point. You don't need to try us first.

How we keep it fair

• Both sides are heard before anything is decided, and everyone can see what's being said about them.
• Nobody decides their own complaint. Someone who's part of it can't decide it. If it's about Nic, he can't decide it, so it goes to the Sport Integrity Commission.
• Under 18? A parent, guardian or another adult you trust can be with you the whole way, or raise it for you.
• No payback. Nobody loses their place or gets treated worse for raising a complaint in good faith.
• We decide on what's more likely than not, based on what we can show.
• It stays private. Only the people who need to know will know.

What can happen

It depends on what happened. An apology, a refund or credit, a change of coach, a warning, more training, or a coach or athlete being suspended or removed. If a chat is part of a complaint, we keep it until the complaint is closed. We keep a record of every complaint and how it ended.

Last updated: 7 November 2026