Confidentiality, Complaints and Fees Policies

Agency Confidentiality Policy

All of our staff are bound by our agency confidentiality policy and all Counsellors must adhere to the New Zealand Association of Counsellors (NZAC) Code of Ethics and complaints process to ensure members provide a safe and ethical service.  

This means that we treat all communication and information as confidential and privileged unless you, the client gives consent to particular information being disclosed.  Counsellors may discuss, in supervision, information received during counselling as part of the normal management of confidentiality.  This is to ensure that all Counsellors are operating a safe practice and maintaining professional standards.

Your Notes

We will take sufficient notes in order to record your contact details, background information, the work you are doing, and to record any concerns and steps taken. In compliance with current Health Information Laws, your notes will be stored securely at all times and your your file will only be destroyed ten years after you have concluded counselling with our agency.

In accordance with the Privacy Act 1993, you have the right to access your notes and request a copy at anytime.  If your notes contain references to other individuals, then that person’s anonymity will be protected by deleting/redacting those references.

Third parties/ Practitioner Partner referrals

Little Shadow will not pass on personal information about you (including information on attendance) to anyone outside of Little Shadow, except where you have requested a referral or the counsellor:

  1. Has your permission to disclose the information or data.  For example to talk to your doctor/other involved professionals, and your support people.

  2. Would be liable to civil or criminal court procedure if the information was not disclosed, i.e. your information was required as part of a court hearing.

  3. Believes you are at risk to yourself or others.

  4. Has a complaint that is being investigated.

The counsellor will always endeavour to talk to you before talking to anyone outside of Little Shadow however if there is a crisis or danger is sufficiently acute, the counsellor or adviser may need to do so anyway. 

Complaints Policy

If you are not happy with the service and support you receive, you can:

  • Talk to the person you are not happy with.

  • Contact our Executive Director at ed@littleshadow.org.nz

  • Ask your family member or friend to help you make a complaint.

  • Make a complaint to Ethics Secretary of the NZAC

  • Call 0800 55 50 50 and ask for a health and disability advocate or email advocacy@advocacy.org.nz.

  • Call 0800 11 22 33 to make a complaint with the Health and Disability Commissioner.