Feedback & Complaints @ CityLight

This policy outlines the procedures for receiving and resolving feedback and complaints from individuals or groups who engage with CityLight Plympton programs and services.

The goal is to ensure that all feedback and complaints are handled in a fair, timely, and efficient manner.

This process applies to all attendees, workers, parents, and members of the Church.
Procedure for Giving Feedback
  1. Individuals can provide feedback by:
    a. Speaking with a designated CityLight leader in person
    b. Sending an email to the designated feedback email address - feedback@citylight.church
    c. Completing this feedback form - also available on the CityLight website
  2. Feedback should be specific and clear and include the individual’s name and contact information.
  3. All feedback received will be acknowledged within five working days, and a response will be provided within 20 working days, if required.
Procedure for Making a Complaint
  1. Individuals can make a complaint by:
    a. Speaking with a designated staff member in person
    b. Sending an email to the designated feedback email address - feedback@citylight.church
    c. Completing this complaint form also available on the CityLight website: feedback@citylight.church
  2. Complaints should be specific and clear and include the individual’s name and contact information.
  3. All complaints received will be acknowledged within five working days, and a response will be provided within 10 working days, if required.
  4. If the complaint is complex or requires a detailed investigation, the individual will be notified of the expected timeframe for a response.
  5. CityLight Plympton will make every effort to resolve the complaint to the satisfaction of the individual.
  6. If the complaint cannot be resolved at the initial stage, the individual may escalate the complaint to a higher level within CityLight by contacting the Lead Pastor.
What happens to my compliment?
We will:
  • Let the person or program you have complimented know about it
  • Share the compliment with relevant people at CityLight for encouragement.

What happens to my complaint?
We will:
  • Acknowledge your complaint within 5 working days of receiving it
  • Aim to resolve your complaint within 20 working days of receiving it
  • Keep you informed of the progress of your complaint, as necessary
  • Where possible work to find an agreeable solution

What happens to my comment/suggestion? 
We will:
  • Make sure the right person investigates your comment/suggestions
  • Notify you of any action or decision if you would like feedback
Confidentiality:
  1. All feedback and complaints will be treated confidentially, and personal information will only be used for the purpose of resolving the issue.
  2. CityLight will not tolerate retaliation against individuals who provide feedback or make a complaint in good faith.

Record Keeping:
  1. Records of all feedback and complaints will be kept securely.
  2. Records will be maintained for a minimum of five years.
Contact (Optional)

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