Complaints Procedures for New Heights Christian Fellowship

If you have a complaint about the conduct of representatives of New Heights Christian Fellowship (NHCF), we want to hear about it, and we will do our best to address all issues that are raised.

Our Complaints Procedure has the following goals:

To deal with complaints fairly, efficiently and effectively;
To ensure that all complaints are handled in a consistent manner;
To use complaints constructively in the planning and improvement of all our services as a Church within the Community of Lismore NSW.

Who can complain?

Anyone who is:

Receiving a service from NHCF; or
Caring for someone who has a complaint; or
Refused a service to which they believe they are entitled to receive.

How to complain?

New Heights Christian Fellowship would like to resolve all complaints as soon as possible. Some complaints can be resolved informally. Please contact any NHCF Pastor listed on our website. The Pastor will talk through the complaint with you. If you feel unable to speak but would prefer to write to us, please send an email to: nhcfcomplaint@gmail.com.

Once we hear from you, we will work to resolve the matter as quickly as possible. If you make contact in person or by phone, please make a note of the name of the person with whom you spoke. If a solution is offered at this point, please note this also.

How will I be notified?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that your complaint has been properly understood. You may be interviewed by the person investigating the complaint. You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

What happens next?

In all cases, a complaint will be given full and fair consideration. If, as a result of your complaint, disciplinary proceedings are taken against one of NHCF’s officers or staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the outcome

of matters outside of this procedure.If a criminal offence is alleged, then the police will be informed, in addition to internal proceedings.

Can you have someone with you when your complaint is discussed?

Yes, you can. If you feel it is important to be accompanied by a support person when you make

your complaint, then please do so. We want you to feel supported as this process is worked

through to resolution as soon as possible.