Concerns or Complaints

The Key Difference - Concern vs Complaint

Concern = “I want you to be aware of this.”

Used when it needs attention, but not formal action.

Complaint = “This needs to be investigated and addressed.”

Used when a rule, welfare expectation, or Code of Conduct has been breached.


What Is a Concern?

A concern is when someone alerts NZPCA to behaviour, a coaching situation, or a welfare matter that may need follow-up, but the person is not asking for a formal process, investigation, or outcome.

A concern may be raised by:

  • Someone directly involved

  • Someone who witnessed the situation

  • Someone who heard about the situation second-hand

A concern is appropriate when:

  • It does not appear to breach the NZPCA Code of Conduct, Regulations, or rules

  • It relates to coaching decisions that could be improved

  • It reflects observations about horse or rider welfare that may benefit from follow-up guidance

  • The matter is not urgent

  • The person wants NZPCA to be aware, but not act formally

  • The affected person does not want a formal investigation

A concern may lead to:

  • Advice or education being provided

  • Follow-up with Clubs or Areas at a general level

  • Internal monitoring or noting the issue

  • Awareness-raising at committee level

A concern does not automatically trigger:

  • A judicial process

  • A disciplinary outcome

  • Formal allegations against a person

Examples of a concern

  • A coach is rough in their teaching style, but not abusive or unsafe

  • A rider is pushed outside their comfort zone but is not harmed

  • A horse welfare situation that raises discomfort, but does not clearly breach welfare regulations

  • A parent observing an event and sharing feedback without seeking action

What Is a Complaint?

​​​​​​​A complaint is when someone asks NZPCA to formally investigate a situation because they believe:

  • There has been a breach of welfare expectations

  • A rule or Code of Conduct has been breached

  • Safety was compromised

  • The matter affected them directly

  • They seek review, correction, or consequences

A complaint is appropriate when:

  • The person wants action taken

  • They want the matter formally resolved

  • The situation is serious, urgent, or clearly breaches a requirement

A complaint must come from:✔ someone directly involved, or✔ an official acting in an official capacity

A complaint begins a structured process:

  • Confirmation of receipt

  • Evidence review

  • Contact with both sides

  • Possible escalation to the National Judiciary Committee

  • A formal outcome, which may include instructions, requirements, or sanctions