Complaints Handling Procedure

For the Church, the underlying principles for resolving any dispute are contained in the Bible :

  • Instead, speaking the truth in love, we will in all things grow up into him who is the Head, that is Christ. (Ephesians 4:15)
  • Therefore, each of you must put off falsehood and speak truthfully to his neighbour, for we are all members of one body. (Ephesians 4:25)
  • He has showed you, O man, what is good. And what does the Lord require of you? To act justly and to love mercy and to walk humbly with your God (Micah 6:8)
  • Bear with each other and forgive whatever grievances you may have against one another. Forgive as the Lord forgave you. (Colossians 3:13)
  • Blessed are the peacemakers for they will be called sons of God (Matthew 5:9)
  • Be completely humble and gentle; be patient, bearing with one another in love. Make every effort to keep the unity of the Spirit through the bond of peace. (Matthew 4:2-3)
What is a complaint?

A complaint includes a communication (verbal or written) which expresses dissatisfaction with:

  • The quality of an action taken, decision made or service provided by a Church leader, volunteer or member;
  • The delay by a Church leader, volunteer or member in taking an action, making a decision or providing a service; or
  • Any other experience had by the complainant in relation to the Church.
Confidentiality

Any complaint will be treated confidentially. However, the information provided (including any personal information) may be used or disclosed for the purpose of processing or resolving the complaint.  Where personal information may be used or disclosed for this purpose, consent from the relevant individual will be obtained. 

Our process

A conflict or allegation giving rise to legal concerns must be referred to the appropriate authorities. At other times conflict may be able to be resolved internally. Our internal process for resolving conflict is as follows:

Step 1: Personal Reflection

  • Take some time before God to pray and reflect on the offence or injury that you have received. In some situations, you may decide not to take the matter further. In other situations, important principles may be at stake and you will decide the matter needs to be escalated.
  • If you feel the need to seek wise counsel for yourself before taking a situation further, it is appropriate to do so. You may seek Godly counsellors, pastors, leaders or mentors to counsel about your situation. However, do not resort to gossip or malicious talk.

Step 2: Informal Discussion

  • This involves informally approaching the person with whom you have the conflict and sharing your concerns. Seek to understand the perspective and viewpoint of the other. Be willing to receive an apology or respond to a process of restoration if it is offered.
  • If you are on the receiving end of a discussion of this nature, be quick to listen and to make sure you understand what the person is sharing. Guard yourself against simply reacting. If you need time to reflect, ask for it.  If you recognize what you have done and accept responsibility for it, apologize and seek forgiveness.
  • If the matter is resolved, no further action is needed.

Step 3: Formal Discussion

  • At this stage, others may be invited to be involved as either support people or informal facilitators.  At this stage the Head Leader of the church should be notified.
  • It is appropriate here to keep a record of what occurs. The meeting should be pre-arranged and both parties have the opportunity to have support people present.
  • If resolved, no further action is required.

Step 4: Formal Mediation

  • If a formal discussion fails to resolve the matter, a mediator (this could be a head leader of another CGM church or a headquarters leader) should be appointed who will meet with both parties and then facilitate a discussion together. Opportunities for interpersonal reconciliation will be given. Points of agreement and disagreement are usually documented along with the outcome.
  • Usually, a solution which is acceptable to both is negotiated. If agreement is reached, no further action is required.
  • A confidential report will be given to the church head leader as well as to the individuals. The report must be kept confidential as a matter of trust.