Feedback & Complaints


LIFE 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.  This policy provides you with some additional information.

In considering any complaints received 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.

Making a complaint


If for any reason you are not happy with any aspect of your experience at a LIFE service or event, we would be keen to hear from you as soon as possible so that we can address the matter. You can send us feedback, suggestions or concerns by emailing us at [email protected].


If you consider the matter to be serious in nature, in that it is a complaint about the way you or someone else was treated, you are able to make a formal complaint. A formal complaint can be made in writing here or you can email us at [email protected]. Please include all the relevant information you can including what you recall occurred, dates, any potential witnesses, and any other supporting information.

Please include your name and contact information with any complaint, so that we may contact you to discuss the complaint and get any additional information. Without your name and contact details it is difficult for us to investigate the matter. We will only use this contact information for the purposes of the complaint.

The email address [email protected] and the complaints form link above is monitored by our People & Culture Manager (Phil Irons). If you would prefer, you may send your complaint to our General Manager, Paul Schnell, at: [email protected]

What we will do with your complaint

When a complaint is made, LIFE will acknowledge in writing receipt of the complaint within five working days (provided you have given us your contact details).

Your complaint will be considered by the People & Culture Manager and the General Manager (Paul Schnell) who will advise you of the course of action we propose to take next.  Depending on the nature and seriousness of the issue, this could include:

  • Meeting with you to discuss the matters raised.
  • Referring the matter to our Trust Board.
  • Appointing an investigator (either an internal investigator or an external investigator) to investigate the complaint.

The details of the complaint may need to be provided to others in the course of any investigation or process.  We will talk to you about this before it occurs.

In dealing with your complaint, we will:

  • Treat matters with respect.
  • Not tolerate any retaliation towards anyone making a complaint.
  • At our discretion, assist in providing support to you as appropriate, which may include through an external agency.
  • Ensure that serious matters are investigated thoroughly and in a manner that is impartial. This may include interviewing witnesses and gathering information or documents. You will have an opportunity to participate in any investigation.

If you have any questions about this policy, please contact our General Manager, Paul Schnell, at: [email protected]

If you have concerns or incidents related to child protection, please raise these matters immediately and directly with the Campus Pastor, the Adventure Kids Pastor or Youth Pastor at your Campus. As guided by LIFE’s Child Protection policy this may be escalated to the Executive Team, the NZ Police and with Oranga Tamariki involvement as required. Call LIFE on +64 9 306 4222 if you need to speak with a pastor in the children’s or youth department.