COMPLAINTS POLICY

Last updated: 1 April 2026

This policy outlines how concerns or complaints can be raised and handled by Rock the Planet Ministries.

We are committed to listening, responding and handling concerns with care, fairness and integrity.

OUR APPROACH

We believe that concerns and complaints, when handled well, help us grow, improve and strengthen trust.

We aim to:

• Respond with respect and care
• Take all concerns seriously
• Handle matters fairly and impartially
• Resolve issues as quickly as possible
• Learn and improve where needed

WHAT IS A COMPLAINT

A complaint is any expression of dissatisfaction relating to:

• Ministry activities or events
• Communication or conduct
• Decisions or actions taken
• The behaviour of staff, volunteers or representatives

Concerns may be raised informally or formally.

HOW TO RAISE A CONCERN

If you have a concern or complaint, you can contact us at:
admin@rocktheplanet.org.za

Please include:

• A clear description of the concern
• Relevant details or context
• Any supporting information (if applicable)

We encourage concerns to be raised as soon as possible so they can be addressed promptly.

HOW WE HANDLE COMPLAINTS

1. Acknowledgement

We will acknowledge receipt of your complaint within a reasonable timeframe.

2. Initial Review

We will assess the concern and determine the appropriate next steps.

3. Investigation

Where necessary, we will review the matter, gather information and speak with those involved.

4. Response

We will provide a response outlining:

• The outcome of the review
• Any actions taken
• Any next steps, if applicable

TIMEFRAME

We aim to:

• Acknowledge complaints promptly
• Resolve straightforward concerns as quickly as possible
• Keep you informed if a matter requires more time

ESCALATION

If you are not satisfied with the outcome, you may request that the matter be reviewed.

Where appropriate, concerns may be escalated within leadership for further review.

SAFEGUARDING CONCERNS

Any complaints relating to the safety or wellbeing of children, young people or vulnerable individuals will be treated with the highest priority.

Such concerns will be handled in line with our Safeguarding Policy and may be escalated immediately.

CONFIDENTIALITY

All complaints will be handled with sensitivity and confidentiality.

Information will only be shared where necessary to address the concern or where required by law.

FAIRNESS

We are committed to ensuring that all parties are treated fairly and respectfully throughout the process.

CONTINUOUS IMPROVEMENT

We review concerns and complaints to identify areas for improvement and to strengthen our ministry practices.