Complaints Process

At our church, we are committed to creating a safe, respectful, and Christ-centred community. We take all concerns and complaints seriously and will handle them with care, fairness, and confidentiality.

1. Our Commitment

We aim to:

  • Listen respectfully and without judgment

  • Respond in a timely and fair manner

  • Seek restoration and resolution wherever possible

  • Maintain appropriate confidentiality

  • Act in accordance with biblical principles and relevant New Zealand law

2. Informal Resolution (Where Appropriate)

Where possible, we encourage concerns to first be raised directly with the person involved. Many misunderstandings can be resolved through honest and respectful conversation (Matthew 18:15).

If you feel uncomfortable doing this, you may contact a pastor or church leader for support.

3. Making a Formal Complaint

If the matter cannot be resolved informally, or if it is serious in nature, you may submit a formal complaint.

Please include:

  • Your name and contact details

  • A clear description of the concern

  • Dates, times, and relevant details

  • Any steps already taken

  • What outcome you are seeking (if known)

Complaints can be submitted:

  • By email: Office@wbvc.org.nz

  • In writing: PO BOX 3013

  • In person by appointment with a pastor or elder

Anonymous complaints may be considered; however, this may limit our ability to investigate fully.

4. How We Will Respond

Once a complaint is received:

  1. Acknowledgement – We will acknowledge receipt within 5 working days.

  2. Initial Assessment – Church leadership will assess the nature and seriousness of the complaint.

  3. Investigation – Where appropriate, an impartial person or team will gather information.

  4. Outcome – A response will be provided outlining findings and any actions taken.

Timeframes will vary depending on the complexity of the matter, but we aim to resolve concerns as promptly as possible.

5. Serious Matters

If a complaint involves:

  • Allegations of abuse or misconduct

  • Criminal behaviour

  • Risk of harm

We will follow our safeguarding policy and may refer the matter to appropriate authorities such as New Zealand Police or Oranga Tamariki where required.

The safety of children and vulnerable people is our highest priority.

6. Confidentiality

All complaints will be handled with appropriate confidentiality. Information will only be shared with those directly involved in resolving the matter or where required by law.

7. Appeals

If you are not satisfied with the outcome, you may request a review by the church’s governing body or an external denominational authority (if applicable).

8. Pastoral Care

We recognise that raising a concern can be difficult. Pastoral support is available throughout the process for all parties involved.