Mercy Vineyard Church values our relationship with you as a member of our congregation, a visitor to a service, event, or community initiative, or as a parent of a young person in our children’s or youth programme.

It is our hope that your interactions with our staff, volunteers, or others in our church are positive, respectful, and hope-filled.

If you are not happy with any aspect of the services we provide, we would like to hear from you so that we can investigate and put things right.

We will:

• Treat you with respect, in a fair and courteous manner at all times

• Be clear and timely in our communications to you

• Always comply with relevant NZ law

If for any reason you are not happy with any aspect of your experience at a Mercy Vineyard service or event, we would be keen to hear from you as soon as possible so that we can address the matter.

For general feedback, ideas, or questions, please email us at welcome@mercyvineyard.nz.

If the matter is serious or sensitive in nature, please email us at welcome@mercyvineyard.nz with "Confidential" or "Complaint" in the subject line. This will be handled in confidence by our leadership team.

If your complaint relates to your personal information or our privacy practices, please email us directly at welcome@mercyvineyard.nz..

If you have concerns or incidents related to child protection, please raise these matters immediately and directly with a Pastor or team leader. As guided by Mercy Vineyard Church's Child Protection policy, these matters may be escalated to the Leadership Team, the NZ Police, and Oranga Tamariki as required.

To connect urgently with a pastor in our children’s or youth ministry, please email welcome@mercyvineyard.nz.

Acknowledgement & Timeline

Once you’ve shared your concern with us, we will acknowledge your message within 5 working days. We will then investigate the issue and discuss a resolution with you.

If we cannot resolve the issue straight away, or if it involves complex circumstances, we will:

1. Provide an estimated timeframe for our investigation.

2. Let you know who is managing your concern.

3. Keep in regular contact with you until the matter is fully resolved.

If you feel your concern has not been adequately addressed, or if you prefer to seek independent guidance, you may contact:

• Your personal lawyer

• The Citizens Advice Bureau

• Your local Community Law Centre

• The Office of the Privacy Commissioner (for privacy-related issues)