Toy libraries should be safe, respectful and inclusive spaces for everyone. Toy Libraries need clear processes to manage inappropriate behaviour and complaints fairly. Inappropriate behaviour may include bullying, harassment, discrimination, unsafe conduct or breaches of child safety rules. If concerns arise, prioritise safety, listen calmly, document what happened, follow your policies, keep information confidential, and ensure everyone is heard. Take appropriate action where needed. For support, toy libraries can seek guidance from Toy Libraries Australia, Justice Connect, the Fair Work Ombudsman, Equal Opportunity bodies, or child protection authorities if safety is at risk.
Toy libraries are community spaces built on trust, respect, and inclusion. Everyone — children, families, volunteers, committee members, and staff — has the right to feel safe and supported.
Inappropriate behaviour includes any action that creates, or may create, a risk to a person’s health, safety, or wellbeing. This can include bullying, verbal or written abuse, emotional, psychological or physical abuse, harassment, discrimination, coercion, aggressive or disruptive behaviour, unreasonable demands, and undue persistence.
Committees are responsible for providing a safe, respectful environment that is free from inappropriate conduct. Clear policies should define unacceptable behaviour, outline complaint and reporting processes, and ensure concerns are handled promptly, fairly, and confidentially. Staff, volunteers, and members are all accountable for their own behaviour. Responding appropriately to issues and complaints supports a positive culture, protects wellbeing, and ensures toy libraries remain safe and welcoming for everyone.
What to do if inappropriate behaviour is witnessed
Make safety the priority - If someone feels unsafe, act immediately to ensure safety.
Listen calmly and respectfully - Let the person explain what happened.
Write it down - Record the details: who, what, when, where.
Follow your policies - Use your Code of Conduct, Child Safety Policy, and Complaints Procedure.
Keep information private - Share details only with those who need to know.
Be fair - Allow all people involved to share their perspective.
Take appropriate action - This may include mediation, a warning, extra supervision, suspension, or ending a membership, volunteer role, or employment.
Where to get guidance
Toy Libraries Australia - Resource Library, Learning Centre or Member Development Officer
Justice Connect (Not-for-profit Law) – legal guidance
Fair Work Ombudsman – workplace issues for paid staff
State Equal Opportunity or Anti-Discrimination Commission – discrimination matters
Child Protection Services or Police – if a child may be at risk
Clear expectations, good communication, and consistent action help create a positive and respectful toy library for everyone.
Useful resources
Refer to Quality Standard 2.5 Policies and Procedures particularly
Code of Conduct
Complaints Procedure
Complaints Register
Further reading
Updated:
2 Mar 2026