SWBC Feedback & Complaints

We value our relationship with you. You could be a member of our church, a visitor to a gathering, event or community initiative, or a parent of a young person in a children’s or youth programme. We trust your interactions with our staff, volunteers and others in our church are positive and that our programmes are supportive and hope-filled.

We recognise that conflict is unavoidable, and relationships get damaged for a variety of reasons. SWBC welcomes all feedback and is committed to working through concerns or complaints with goals of mutual understanding, restoration and positive outcomes, wherever possible.

Formal complaints are taken seriously. We want to respond promptly, professionally, complying with the law and with respect for all.

You can let us know about any general feedback, suggestions, concerns or complaints, including privacy or personal information issues, by clicking HERE.

If your complaint is regarding our Senior or Executive Pastor, you can contact the Chairperson of our Elders at chairperson@swbc.org.nz.  

Before deciding whether to make a complaint, the following contacts are available for confidential discussion.
Just mention you are calling them as a nominated contact person listed under the Feedback & Complaints section of our website.

Warren Read wread@swbc.org.nz (SWBC Pastoral Care Team Leader)
Lidwina Clarke lclarke@swbc.org.nz (SWBC Pastoral Care Worker)

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)

Every person, including every child and young person, is entitled to be safe from harassment or abuse. We recognise that the effects of harassment or abuse can be far reaching and seriously damaging to the emotional, psychological, physical, and spiritual health of the victim. Wellbeing, protection and safety is the first and paramount consideration.  

Confidentiality is assured unless it is believed that someone's safety may be at risk. In this case, the wishes of the complainant or victim regarding our response must be weighed against safety factors, in SWBC’s decision on any course of action.   

In the case of suspected or known abuse of children or young persons under 17 years, Oranga Tamariki Ministry for Children should be advised/involved immediately, with any subsequent disciplinary action being addressed by SWBC as a consequential issue. 

If a complaint is criminal in nature, complainants will be encouraged to talk to the Police. If there is imminent and serious risk of harm to any person, we may notify the Police ourselves.    

Complaints of unlawful discrimination, sexual harassment or racial harassment may be taken to the Human Rights Commission at any time.

What happens next?
SWBC will acknowledge receipt of your submission within 10 working days, where contact details have been submitted. Complaints will be investigated and discussed with you.

If we can’t resolve it straight away, or if the issue is complex, we’ll let you know who will be managing it for you and communicate with you until it is resolved.

You can let us know about any general feedback, suggestions, concerns or complaints, including privacy or personal information issues by clicking HERE.