1. Identify the subject of your complaint:
   You can raise a complaint against anyone in leadership positions within Rangiora Baptist Church’s ministries.
2. Choose your contact method:

• Directly with Church Leadership: You can contact any of the Elders or Pastoral Staff within the church. Their details can be found on the church website www.rbc.net.nz, or obtained from the church office. office@rbc.net.nz
• Directly with the Baptist Union: Alternatively, you are welcome to contact the Baptist Union directly by emailing complaints@baptist.org.nz.

When a complaint is received by Rangiora Baptist Church, it is handled through a structured process that seeks to ensure safety, fairness, and accountability.

1. Risk Assessment and Emergency Action:

• If there's a belief that the safety of others may be at risk, the complainant's or victim's wishes will be weighed against other factors in deciding the course of action.
• If there is an assessment of immediate harm or danger, Emergency Services (111) will be contacted.
• If criminal offending is alleged, the Police will be advised, or assistance will be provided to the complainant or victim to do so.

2. Process Determination and External Consultation:

• The complainant's view will be considered when deciding whether a formal or informal process is followed.
• The church will notify the National Support Centre (complaints@baptist.org.nz) and their Regional Leader as soon as possible to seek advice on the process and next steps.

3. Serious Misconduct Process (SM Process):

• If a complaint could amount to an allegation of serious misconduct against a pastoral staff member, the church will automatically refer the matter to the National Support Centre Complaints Team under the Baptist Union of New Zealand Serious Misconduct Process ("SM Process").
• If the SM Process is initiated at any point, that process will be followed instead of continuing under the church's local policy.

4. Complainant and Respondent Guidelines:

• Complainants will be treated with respect, their complaint taken seriously, and provided with appropriate pastoral care. They will be informed about the process and kept updated on its progress. 
• Respondents (the person complained against) will be treated with respect and dealt with fairly and justly. They will be informed of the substance of the allegation and given a fair opportunity to respond. They will also receive timely information about the process and advised of actions, including mandatory reporting obligations. Appropriate support will be provided to them.

5. Investigation (if warranted):

• If an investigation is warranted, an investigator will be appointed in consultation with the Baptist Union National Support Centre.
• The investigation will make findings of facts as to what happened, based on the balance of probabilities, and will set out these facts along with any relevant recommendations.

6. Confidentiality and Record Keeping:

• Complaints and investigations are kept confidential to those who are reasonably required to be informed, "so far as it is consistent with the resolution of any complaint or report or the need for accountability or the safety of others".
• Records of any complaint and investigation report will be held securely by the church.
• These records, including the complaint and any investigation report, will also be passed to the National Support Centre to inform the National Council, as appropriate.