Who can raise a complaint
Approved members can raise a complaint online from My profile. Anyone else, including visitors and parents, can speak to a pastor or use the contact form, and we'll treat it the same way.
How to raise it
- Sign in and open My profile → Concerns & complaints.
- Choose what it's about, describe what happened, and (if you like) what would help put it right.
- Tick Keep this confidential if only the pastors should see it.
You'll get an email with your reference number straight away.
What you can expect
- Acknowledgement straight away by email, with your reference.
- A response within 7 working days, either an answer or an update on how we're looking into it.
- Updates by email, and the status on your profile: Received → Being looked into → Resolved.
- Fair treatment: we'll listen to everyone involved, and nobody will be treated differently for raising a concern in good faith.
Confidentiality
Complaints are only seen by the leaders who handle them. Confidential complaints are restricted to the pastors. We'll only share details when it's needed to resolve the matter, or when the law requires it (for example, to protect a child).
Safeguarding and urgent matters
If a complaint is about the safety of a child or vulnerable person, we act immediately and follow our code of conduct, including reporting to the authorities where required. If anyone is in danger right now, call 10111 or 112 first.
If you're not satisfied
Reply to our response and ask for it to be reviewed by the senior pastor. For privacy complaints you may also contact the Information Regulator (inforeg.org.za).
Records
We keep complaint records securely for up to five years, so we can learn from them and show we've handled them properly. See our data protection page.