A: Primary Principles

• The Diocese takes all complaints seriously and attempts to respond in a timely manner, including providing progress updates for complainants.

• The first duty of the Bishop, whenever appropriate and safe to do so, is to seek reconciliation between the parties to a complaint.

• The Bishop may (at his or her discretion) delegate some or all investigations around a complaint to another person (e.g. an Archdeacon), ensuring that confidentiality is maintained and retaining oversight of any ensuing process.

• All parties have the right to sensitive handling of complaints without undue delay, as well as to be treated fairly and with respect.

• The complaints process is not applicable to disagreements about decisions properly made by ministers, office holders and trustees in carrying out their prescribed duties according to our Statutes.

• The complaints process is not applicable to any matters of theological disagreement within the Diocese.

B: Standards of Process

• Complaints can be made over the telephone, by email or other electronic means or in person. For a complaint to proceed down more formal channels, it will be noted in writing and the complainant will be asked to verify and sign this record.

• No complaint will proceed if it is received from a person who did not personally experience the behaviour which is the subject of the complaint, unless the person who personally experienced the behaviour is unable to communicate the complaint themselves and the person communicating the complaint has authority to act on the complainant’s behalf.

• If a complaint is made to any civil authority (e.g. Police, Human Rights Commission) any member of the Church who properly is aware of such a complaint may notify the Bishop’s Office in writing that such a complaint has been made and the general nature of the complaint.

• Where the Bishop’s Office receives notification of a complaint to a civil agency, generally the Bishop will not take any further action until the outcome of the process being led by the civil agency has been determined, unless they are of a nature that would be seen as a possible breach of ministry standards (Title D).

• All concerns received via the Diocesan Office mechanisms (see above) and which come to the Bishop’s knowledge may be treated as a complaint, even if no formal complaint is received from any person.

• Anyone against whom a complaint is made is entitled to know the substance of the complaint and the identity of the complainant.

• No-one can investigate, mediate or determine their own case or a case in which they have a conflict of interest.

• Anyone subject to any complaint process is entitled to remain silent and nothing adverse to them shall be implied out of that silence.

• If at any point, before the conclusion of any process, the complainant and respondent are able to achieve a reconciliation with each other in regard to the complaint, the Bishop may determine that the process will cease, and their reconciliation will be recorded as the outcome.

C: Support for Complainants and Respondents

• Appropriate support will be offered to both complainants and respondents throughout any complaint process.

• All complainants and respondents are entitled to appoint their own support persons.

• Support persons appointed by the complainant, or the respondent are entitled to attend all meetings attended by the party they are supporting.

• Support persons do not have a right to speak during any processes unless invited to do so by the facilitator, mediator or person presiding, and then only with the consent of all parties. 

D: Initial Procedures on receipt of a complaint

• Any complaint not resolved by wardens-clergy in a faith community or by an Archdeacon, must be conveyed to the Bishop’s office, either in writing, or by some other means. It will then be confirmed in writing by the complainant before any action is taken.

• The Bishop will, within 7 days of receipt, acknowledge receipt of the complaint.

• The Bishop will first determine whether this is a matter to inquire into or not. The Bishop may seek advice from the Chancellor or Legal Advisor or other persons the Bishop thinks appropriate before making that decision.

• The Bishop may determine that a complaint is frivolous, vexatious or malicious. In that event the Bishop will disallow further processing by the Church of the complaint.