Complaints Policy
Scope
This policy applies to a complaint against the conduct of any worker of Grace Baptist Mission who might be a missionary, associate, envisionee, volunteer (including Trustee) or employed staff.
Definitions
“GBM” – Grace Baptist Mission.
“Workers” – the generic term covering all people for whom GBM has some responsibility.
“Missionary” – those who are recognised as GBM missionaries by GBM Trustees.
“Associate” – GBM missionaries who have retired but continue to serve in some capacity.
“Envisionee” – those who are part of an Envision (short term) programme.
“Volunteer” – those who do not receive financial remuneration for the work they do with GBM including trustees.
“Staff” – those who are paid by GBM and for whom GBM has employment responsibilities.
“Mission Council” – the trustees appointed by the Annual General Meeting of GBM.
“Chair of Trustees” – the person appointed to chair and lead Mission Council and their meetings.
“Officers” – those who are appointed to the four officer roles on Mission Council.
“Mission Director” – staff member who oversees all aspects of the mission.
Complaints Policy
Grace Baptist Mission seeks to provide a good level of service to their workers, member churches, other organisations, and individuals with whom they come into contact. They are committed to a culture of continuous improvement, positively welcoming suggestions for how their existing work can be improved. However, they recognise that there may be occasions when the quality of service falls short of what should reasonably be expected. GBM wants to know about such occasions so that they can make improvements for the future, if required.
Those with a complaint are therefore encouraged first to have an informal conversation with the relevant person, or the Mission Director. This conversation will be recorded in writing by the relevant GBM person.
If the complainant is not satisfied, then they should follow the steps set out in this procedure and the Mission Director or Chair of the Trustees (whichever is most appropriate) will carry out or initiate an investigation, as indicated. The outcomes will be communicated to the complainant within a reasonable time, normally 28 days from acknowledging the complaint. There is provision for an appeal to a panel of the trustees if the complainant is dissatisfied with the response. The decision of the panel is final.
Where appropriate, GBM will make a written apology and agree any further action necessary. All formal complaints and the responses made to them will be recorded and filed in a secure place.
The Mission Director will inform Mission Council at the next scheduled meeting, of any formal complaints, the nature of the complaints and any outcomes if the investigations have been completed. This will enable the trustees to consider whether the complaints have highlighted the need for any changes.