Complaints Policy

Purpose and Scope

This policy outlines the process for raising and managing general complaints at Te Puke Baptist Church (TPBC). It applies to all staff, volunteers, members, ministry participants, and members of the public. The policy ensures a compassionate, fair, and robust response to complaints.

It covers concerns about behaviour, communication, decisions, or ministry practice that affect individuals or the wider TPBC whānau — including issues involving staff, volunteers, ministry leaders, governance, or internal processes. It does not apply to matters covered by specific policies such as safeguarding, employment grievances, privacy breaches, or serious misconduct. 

Where a complaint involves serious wrongdoing as defined under the Protected Disclosures (Protection of Whistleblowers) Act 2022, the complainant may instead choose to make a protected disclosure. See the TPBC Protected Disclosure Policy (1.2.3) for more information.

Core Principles

This policy is guided by the principles outlined in the TPBC Policy Frameworks, including biblical stewardship, integrity and ethical conduct, safety and risk management, compliance and lawfulness, and transparency and accountability.

Lodging a Complaint

Te Puke Baptist Church encourages complaints to be resolved as early and relationally as possible. Many concerns can be addressed through respectful conversation, pastoral care, or informal mediation.

To support this, we recommend the following stepped approach when deciding who to raise a concern with:

  • First: The appropriate or relevant staff member or Ministry Leader
  • Then: The designated Complaints Contact Person (typically the Eldership Chair or their delegate, as listed in the TPBC Delegations Register 1.2.2).
  • Next: A member of the Governance Team (Senior Pastor(s) or Elders)
  • If the issue cannot be addressed within TPBC: The complainant may contact the Baptist Union of NZ directly at: complaints@baptist.org.nz

Complainants are encouraged to:

  • Raise concerns early, directly if appropriate and possible
  • Clearly outline the concern, persons involved, and the outcome sought
  • Provide any relevant supporting information

Anonymous complaints will be considered on a case-by-case basis. 

Concerns about TPBC’s relationships with external organisations

Where a concern or complaint relates to an external group or organisation that has a direct relationship with TPBC (e.g. facility users, land leaseholders, or partnering ministries), the concern should be raised directly with the Senior Pastor in the first instance. While TPBC is not always responsible for the conduct of external parties, we are committed to upholding our values and responsibilities in all active partnerships and agreements.

Complaints Process 

A. Receiving a Compliant

Where a concern is raised directly — for example, to a staff member or ministry leader — and appears minor, relational, and resolvable through informal conversation or pastoral care, you are encouraged to respond with compassion and wisdom.

However, you must inform the Senior Pastor or Complaints Contact Person if:

  • The issue relates to another leader, elder, or staff member
  • There is a risk of harm, abuse, or misconduct
  • The complainant requests a formal process
  • You are unsure whether to proceed informally

Even when resolved informally, a brief note should be logged with the Complaints Contact Person for accountability and future reference.

B. Acknowledgement and Intake

  • Complaint is received and acknowledged within five working days.
  • The complaint is formally logged and next steps are confirmed with the complainant (e.g. that it will be reviewed under this policy).]
  • The matter is passed to the appropriate leader or Complaints Contact Person for further assessment.

C. Initial Assessment

  • A designated assessor (Senior Pastor(s), Complaints Contact Person, or delegated Elder) reviews the complaint to determine:
    • Is the complaint within scope of this policy?
    • Is it suitable for informal resolution (D)?
    • Or does it require a formal investigation (E)?
  • External advice (e.g. from the Baptist Union or legal counsel) may be sought at this stage.
  • Consideration will be given to:
    • Nature and seriousness of the issue
    • Whether there is a power imbalance or risk of harm
    • Whether previous attempts at resolution have occurred
    • Whether the complaint is frivolous, vexatious, or malicious and therefore no further action is needed.
  • The complainant will be informed of the proposed process path.
  • Where appropriate, culturally responsive processes and accessibility adjustments will be made to ensure a safe and fair process.

D. Informal Resolution

  • Informal resolution is used when the issue appears to be relational, low-risk, and resolvable through open communication.
  • It may include facilitated discussion, clarification of expectations, or pastoral support — with the goal of restoring relationship and resolving misunderstanding. This step is voluntary and must be agreed upon by all parties.
  • Informal resolution is not appropriate if the complaint involves:
    • Alleged misconduct, harassment, or abuse
    • A significant power imbalance
    • Repeated or unresolved prior concerns
    • Support persons may be brought by any party at this stage.
    • A record of the concern and resolution may be kept for accountability, even if no formal process is undertaken.

E. Formal Investigation

  • A formal process is initiated when:
    • Informal resolution is not appropriate or unsuccessful
    • The complaint involves serious, repeated, or systemic issues
    • There is potential for disciplinary action or legal implications
  • A qualified investigator or investigation panel will be appointed by the Eldership, in consultation with external advisors where appropriate (e.g. Baptist Union, legal).
  • The investigation will:
    • Be fair and impartial
    • Give all parties a chance to be heard
    • Be documented and evidence-based
    • Determine the facts on the balance of probabilities (i.e. what is more likely than not to have occurred)
  • A written report will summarise findings and may include recommendations for action, resolution, or further review.

F. Outcome and Follow-Up

  • Parties will be informed of the outcome and offered pastoral support.
  • A secure report will be retained and shared with Baptist Union if required.

G. Review and Appeals

Requests for process review (not outcome disagreement) may be referred to Eldership or the Baptist Union Complaints Team.

Complaints involving Elders or Leaders

Complaints involving Elders or the Senior Pastor(s) will be supported or managed by the Baptist Union National Office. These complaints should be sent directly to Baptist Union of NZ at: complaints@baptist.org.nz.

Eldership members involved in a complaint will recuse themselves from related decision-making.

Confidentiality

All complaints will be handled with care and discretion. Information will only be shared on a need-to-know basis and in compliance with the TPBC Privacy and Confidentiality Policy (5.1.1) and legal obligations.

Record Keeping and Reporting

For each complaint resolution a report is produced and will be kept on file with access only by the Governance Team. Serious complaints will be reported to the Eldership and external agencies where appropriate.

Review and Oversight

This policy is governed by the TPBC People Policy Framework and will be reviewed at least every three years. Final authority for approval, enforcement, and exceptions rests with the TPBC Eldership.