If your complaint is against a local Vineyard church, you should contact them in the first instance, before escalating your complaint.

Vineyard Churches Aotearoa (VCANZ) recognises that from time to time the quality of services provided by us may not meet up with the standards that individuals have come to expect. We want everyone to feel safe, valued and listened to. It’s important to us that when you have an issue or a concern that is impacting how you feel about your experiences with us, you know what to do and who you can speak to. VCANZ views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

VCANZ also welcomes positive feedback when things have gone right as well as general feedback on how things can be improved. We love to hear from you so please send us feedback by emailing us at info@vineyard.org.nz

To make a formal complaint about any experiences you have had, please follow the guidance below.

• To provide a fair complaints procedure which is clear and easy to follow for anyone wishing to make a complaint.
• To make sure everyone at VCANZ knows what to do if a complaint is received.
• To make sure all complaints are looked at fairly and in a timely manner.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.
• Where appropriate, we believe that it is best to follow the Scriptural principles of reconciling differences before resorting to a formal complaint process. We would always encourage people to pursue an informal resolution wherever possible. However, we recognise that there may be occasions when there will be no alternative but to resort to a formal complaint. This formal procedure should only be instigated when attempts to resolve the issue informally have failed or where, due to the nature of the complaint, it is not appropriate to address it with the person concerned.

• Conduct of our staff, volunteers and/or Senior Pastors,
• The standard of service we provide as a national denominational body,
• Discrimination,
• Provision of inaccurate information,
• Poor administration or financial mismanagement.

Complaints about Senior Pastors and the churches that they lead should, in the first instance, be directed to the church concerned. Any complaints received by VCANZ about a local Vineyard church will usually be referred to the trustees of that church and the National Director will be notified of the nature of the complaint made.

In some circumstances, VCANZ may arrange its own review. This would usually only be when a complaint has already been heard and reviewed by the local church and/or the concerns raised could affect a church or the Senior Pastor’s position.

This policy is not intended to be used for raising safeguarding concerns regarding allegations of abuse against children and/or vulnerable adults at VCANZ events or by staff, volunteers or Senior Pastors.

All safeguarding concerns should be directed to our National Office at info@vineyard.org.nz

Any complaint received that contains a safeguarding concern will be dealt with in accordance with the VCANZ Safeguarding Policy.

Once you’ve told us about your concern, we will acknowledge your contact within 5 working days. We will investigate it and discuss a resolution with you.

If we can’t resolve it straight away, or if the issue is of a very complex nature, we will give you an idea of how long it will take us to investigate the issue. We’ll also let you know who will be managing it for you and commit to regularly communicate with you 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)

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Complaints should be sent to our National Office

info@vineyard.org.nz

Vineyard Churches Aotearoa

150 Ferry Road

Christchurch 8011

New Zealand