Our commitment to you:

Gracecity Church values our relationship with you as part of our whānau, as a visitor to a service, event or community initiative, or as a parent of a young person attending our children’s or youth programmes.

It is our hope that your interactions with our staff, our volunteers and others in our church are always respectful, encouraging and appropriate.

If you are not happy with any aspect of the services and programmes we provide, we would like to receive feedback from you. If you have a confidential or serious complaint, we also wish to hear from you.

In all situations, we will:

• treat you with respect, in a fair and courteous manner, at all times
• be clear and timely in our communication with you
• always comply with relevant New Zealand law.

How to let us know your feedback

If you are not happy with any aspect of your experience at Gracecity Church, please let us know as soon as possible so we can address your concern.

Please email feedback@gracecity.nz

How to let us know your Confidential and Serious Complaint

If you have a confidential or serious complaint, we have two paths by which your complaint can be handled:

• Email complaints@gracecity.nz and a senior member of the staff or a member of the Trust Board will be in contact with you to discuss the way in which you would like your complaint to be handled; OR
• Email our independent liaison person at independent.liaison@gracecity.nz which is monitored by an external, independent person whom does not attend Gracecity Church and will manage the complaint process with you.

To assist your understanding of the process, please click the link below, which describes the way your complaint will be handled.

Our guiding principles for these complaints, which flows from our values are:

• We will seek external advice
• We are committed to accountability
• We are committed to grace
• We will listen
• We will pastorally support all involved

What happens next?

Once you have told us about your concern, we will acknowledge your contact within five working days and commence the process. We commit to communicating with you regularly until the matter is resolved.

You may also seek independent advice or assistance from:

• your personal lawyer
• the Citizens Advice Bureau
• your Community Law Centre
• the Office of the Privacy Commissioner (for privacy issues).