We collect personal information from you, including information about your:
computer or network
We collect personal information:
from clients– when they register an enquiry, book an appointment, attend our practice, access our Website, subscribe to our newsletter, and/or at any other time from time-to-time in the course of our psychologists providing counselling services;
from third party service providers – when they are engaged to supply services to us (such as but not limited to psychologists), provide information to us or invoice us for the provision of services;
when we receive enquiries through the Website and when the Website is otherwise accessed or used;
when we receive enquiries via email or telephone.
We collect your personal information from the booking form in order to:
We take the protection of your personal information seriously. Personal information includes any information or opinion, whether true or not, about a person who is identified or whose identity can reasonably be established. We keep your information safe by allowing only Resilience Psychology staff to have access .
You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at email@example.com.
Any person may make a complaint. You have the right to make a complaint and to have your concerns heard. Complaints and feedback help to improve our service to not only you, but others accessing our services as well.
Your complaint will be handled with fairness and efficiency. We will maintain impartiality, confidentiality and transparency when we manage any complaints.
To enable the timely consideration of a complaint, specific details of the incident, conduct or behaviour giving rise to the complaint should be provided.
We are committed to respond to any complaints within two business days of receipt. We are committed to resolve any complaints within 21 days where possible. If a complaint takes longer than this to resolve, we will communicate this with you and let you know of our progress as we work to resolve the issue.
How To Make a Complaint
In the first instance, if you are making a complaint about your psychologist, consider bringing the issue up directly with your psychologist. This may help to resolve your concerns and clarify any misunderstandings or to allow any grievances to be heard.
If you are wanting to make a complaint about any aspect of our intake process or administration service, please see step 2 below.
If you do not feel comfortable raising the issue with your psychologist, are not satisfied with the response you receive, or are wanting to make a complaint about our administration services, you can lodge a complaint to our Director, Dr Kirsten Wooff.
Complaints can be made over the phone or via email. We encourage complaints, where possible, to be submitted in writing via email.
You can contact Dr Wooff via our main administration:
Telephone: (03) 390 0040
If you are not satisfied with our handling of your complaint internally, or our internal process presents a conflict of interest, you are entitled to pursue an external method of review. Details for this process can be found here: https://psychologistsboard.org.nz/for-the-public/raising-a-concern-about-a-psychologist/
You can call the New Zealand Psychologist's Board on 0800 471 4580 at any stage to discuss your concerns informally or to make a formal written complaint or notification where there are fitness or competence concerns.
While we are committed to resolving complaints within 21 days whenever possible, external reviews will have their own timeframes.