Feedback and Complaints

 

Our commitment to community, care, and accountability

At The River Ōpāwaho, we value people. Whether you’re a member of our congregation, a visitor to a gathering, event or community project or as a parent/caregiver of a young person in our children’s or youth programme.

We hope that your experiences with our team, volunteers, or community have been encouraging, respectful, and uplifting. If something hasn’t felt right or has caused concern, we invite you to let us know so that we can listen, respond, and, where needed, make things right.

Our promise to you

If you reach out with feedback or a concern, we will:

  • Treat you with respect and care

  • Communicate clearly and in a timely manner

  • Handle your concern in confidence and with integrity

  • Follow all relevant New Zealand laws and policies.

How to share feedback or make a complaint

Feedback:
If you’d like to share feedback, offer a suggestion, or let us know how we’re doing, please email us at: hello@theriveropawaho.org.nz

We welcome your thoughts — whether it’s something that encouraged you, or something you think we could do better.

Confidential or Serious Complaint:
If your concern is more serious or personal in nature, please email:
amy@theriveropawaho.org.nz (Senior Pastor)
If for any reason you feel it’s not appropriate to raise the matter with Amy, you are welcome to contact our Core Leadership Team Chair (Craig Wenmoth) at: complaint@theriveropawaho.org.nz

These matters will be addressed in confidence by our Senior Pastor or CLT Chair in close consultation with our Core Leadership Team.

If your complaint relates to your personal information or our practices, please contact us at, hello@theriveropawaho.org.nz

If you have concerns or incidents related to child protection, please raise these matters immediately and directly with the Senior Pastor, the Children’s Facilitator or Youth Pastor. As guided by The River Ōpāwaho’s Child Protection policy, this may be escalated to the Core Leadership Team, the NZ Police and with Oranga Tamariki involvement as required.

WHAT HAPPENS NEXT

Once you get in touch, we’ll acknowledge your message within 5 working days. From there:

  • We’ll take time to understand the concern and may be in touch for more information.

  • If it’s something we can address quickly, we will.

  • If the matter is more complex, we’ll let you know who is managing it for you and commit to regularly communicate with you until the matter is resolved.

independent support or advice

If you would like advice or support beyond our team, you may also choose to contact:

  • Your personal lawyer

  • The Citizens Advice Bureau

  • Your Community Law Centre

  • Office of the Privacy Commissioner
    (for privacy matters)

We’re grateful for your voice in helping us grow a safe and welcoming community.