Gateway Church Complaints Policy
A word about concerns and complaints
At Gateway, we want to be a church community where people feel safe, heard, and respected. We try to live out our Christian faith with care and integrity in all that we do.
We recognise though that sometimes we get things wrong, and people may need to raise concerns or share difficult feedback. We believe it’s important to take those concerns seriously and respond well.
While we always endeavour to meet our legal responsibilities, we see that as a baseline, not a goal. Our desire is to act with honesty, humility, and integrity in all our relationships – within the church and with the wider community.
If we’ve fallen short of the standards we set for ourselves, we want to know. Your feedback helps us address issues promptly, learn from what has happened, and work to ensure it doesn’t happen again.
Procedure for Allegations and Complaints
Early Approach
Where the concern does not involve serious misconduct or abuse, we encourage people, where possible, to follow the example found in Matthew 18:15–20. Often, a respectful, personal conversation can bring clarity, understanding, and reconciliation.
If helpful, this conversation may include support people. If the issue cannot be resolved in this way, or if a personal conversation does not feel safe or appropriate, a formal complaint can be made.
Matters involving abuse, serious misconduct, or illegal activity must be raised immediately and will be managed through formal processes, including referral to external authorities where required.
Who Receives Allegations and Complaints?
The General Manager normally serves as the Complaints Officer. If they are unavailable, or if it would not be appropriate for them to handle the concern, another member of the Lead Team will take this role.
Getting in touch
A complaint or concern may be raised verbally or in writing. A complaint/feedback form is available by request by emailing office@gatewaychurch.org.nz
Completed forms can be:
emailed to mike@gatewaychurch.org.nz, or
placed in a sealed envelope addressed to “Complaints Officer” if you wish to remain anonymous.
Complaints are usually considered by the Gateway Lead Team. If a complaint involves a member of the Lead Team, or if it cannot be resolved at this level, it will be escalated to the Gateway Trustees.
Concerns relating to the safety or wellbeing of children will be handled in accordance with our Child Protection Policy (link).
Alternative Contact Options (If you’d prefer to speak with an Elder or Trustee)
We understand that in some situations, people may not feel comfortable approaching staff or the Lead Team. If that is the case, you are welcome to raise your concern directly with:
A Gateway Elder, or
A Gateway Trustee
You may contact an Elder or Trustee in person, or request contact details by emailing office@gatewaychurch.org.nz, making it clear that you would like to speak with someone independent of staff or the Lead Team.
Concerns raised with an Elder or Trustee will be handled respectfully, confidentially, and in line with this complaints process.
Our response
It’s best to raise a concern as soon as possible after the event, so it can be investigated promptly. If you provide contact details, we aim to:
acknowledge your complaint within 10 working days
provide a full response within 20 working days
More complex matters may take longer, and we will keep you informed if that is the case.
Making an appeal
If you are not satisfied with the outcome, please let us know. An appropriate independent person may be asked to review the process and response.
Our Commitment to you
If you raise a concern, we will:
make the process clear, fair, and accessible
provide a safe way to speak up without fear of harm or retaliation
take your concern seriously and investigate it thoroughly
keep you informed throughout the process
treat you with courtesy and respect
act decisively where the safety of children is involved
protect your privacy in line with our Privacy Policy
learn from feedback to help prevent future issues
Concerns raised anonymously will still be considered and investigated where possible.
When we may not investigate a complaint.
We value feedback and take concerns seriously. However, we may decide not to investigate if a complaint:
uses threatening, abusive, or offensive language
relates to matters outside Gateway’s involvement
has already been addressed
relates to events so long ago that relevant information is no longer available
