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Grievance Resolution Policy

The purpose of this procedure is to provide a means for Reality Church’s members/attendees to address any grievances.

Standard

Members/attendees using this procedure can be assured it will be:

Confidential
Only people directly involved in making or investigating a grievance will have access to information about the complaint.

Impartial
All parties involved in the grievance will have the opportunity to tell their side of the story. No assumptions will be made and no action will be taken until all the relevant information has been collected and considered.

Timely
All grievances will be dealt with as quickly as possible. It is the church’s aim to resolve all grievances within 4 weeks wherever possible.

Procedure

Before taking formal action, members/attendees are encouraged to speak with their Life Group Leader or Area Pastor.
If wishing to continue with a process, the member/attendee should speak with the Pastor connected with the grievance or Department Leader overseeing that area of church life.

If the matter is not resolved at this level, the member/attendee may lodge a formal written grievance with the Senior Pastor. The Senior Pastor will instigate an investigation into the grievance ensuring that it is carried out according to the standards outlined above within five (5) working days.

During the procedure

All parties involved in the grievances (including the aggrieved member/attendee and the church representatives) must maintain strict confidentiality about the grievance. Discussing the matter with someone who does not have legitimate involvement may result in defamation claims.

The spirit of proceedings

The leadership of Reality Church pray that all grievances can be settled swiftly in a biblical and cordial manner.