Privacy Policy & Complaints Process

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Resilience Clinical Psychology Ltd & Resilience Psychology Wellington Ltd
Last updated: May 2026

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Resilience Clinical Psychology Ltd and Resilience Psychology Wellington Ltd (“we”, “our”, “us”) are committed to protecting your privacy and maintaining the confidentiality of your personal and health information.

This Privacy Policy explains how we collect, use, store, disclose and protect your information in accordance with:

• the Privacy Act 2020 (New Zealand), including amendments effective from 1 May 2026;

• the Health Information Privacy Code 2020 (HIPC)

• our professional and ethical obligations as healthcare providers.

By engaging with our services or using our website, you acknowledge this Privacy Policy.

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1. Information We Collect

We may collect personal and health information about you, including:

• your name, date of birth, address and contact details;

• emergency contact and next-of-kin information;

• referral information;

• psychological, psychiatric and medical history;

• assessment notes, treatment plans and clinical records;

• ACC claim and injury-related information;

• billing, payment and insurance information;

• appointment and attendance records;

• correspondence between you and our clinicians or administration team;

• information you provide through forms, email, phone calls, telehealth or our website;

• technical website information such as IP address, browser type and website usage data.

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2. How We Collect Information

We collect information in several ways, including:

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Information collected directly from you

We may collect information directly from you when you:

• contact us or make an enquiry;

• complete intake or consent forms;

• attend appointments;

• communicate with us by phone, email or telehealth;

• use our website;

• provide information during therapy, assessment or review sessions.

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Information collected indirectly from other sources

Under the Privacy Act 2020 and Health Information Privacy Code 2020, we may also collect information about you from other people or organisations where permitted or authorised, including:

• your GP or other healthcare providers;

• referrers;

• hospitals or specialist services;

• ACC;

• schools, employers or insurers (where authorised);

• family members, caregivers or support persons;

• pharmacies, laboratories or radiology providers;

• other clinicians involved in your care.

We collect this information for the purpose of providing safe and effective psychological services, coordinating your care, managing referrals and meeting legal or professional obligations. This is outlined further below. 

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Where required under Rule 3A of the Health Information Privacy Code, we will take reasonable steps to notify you when information has been collected indirectly, unless an exception under the Privacy Act or HIPC applies. This may include situations where:

• you are already aware of the collection;

• notification is not reasonably practicable;

• notification would pose a serious threat to health or safety;

• notification would prejudice your interests or the therapeutic relationship; or

• another lawful exception applies.

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3. Why We Collect and Use Your Information

We collect and use your information to:

• provide psychological assessment, treatment and therapy services;

• coordinate your care with other providers;

• communicate with you about appointments and services;

• manage referrals and waiting lists;

• process payments and ACC claims;

• meet legal, ethical and professional obligations;

• maintain clinical records;

• improve our services and administrative systems;

• manage complaints, legal matters or insurance processes where necessary.

We only collect information that is reasonably necessary for these purposes.

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4. Who We May Share Your Information With

Your information is treated as confidential. We may disclose your information where:

• you have provided consent;

• disclosure is necessary for your care or treatment;

• disclosure is required for ACC claims or reporting;

• disclosure is required or authorised by law;

• there is a serious risk to your safety or the safety of another person;

• disclosure is necessary for quality assurance, professional supervision or practice management purposes, subject to confidentiality obligations.

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We may share information with:

• healthcare providers involved in your care;

• ACC;

• insurers;

• legal advisers or indemnity providers;

• professional supervisors;

• administrative service providers assisting our practice operations.

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If you make a complaint regarding our services, we may disclose relevant information to our insurers, indemnity providers, professional advisers or legal representatives for the purpose of assessing, managing and responding to the complaint. Where possible and appropriate, information shared for these purposes may be anonymised or de-identified.

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We do not sell, rent or trade your personal information.

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5. Unsolicited Third-Party Information

At times, we may receive information about you from third parties without your prior knowledge, such as from family members or other concerned individuals.

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Where appropriate and legally required, we may notify you that such information has been collected, unless an exception under the Privacy Act or Health Information Privacy Code applies. Please note that anonymity cannot always be guaranteed to individuals who provide information to us.

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6. Storage and Security of Information

We take reasonable steps to protect your information from loss, misuse, unauthorised access, disclosure or alteration.

Security measures include:

• secure electronic practice management systems;

• password protection and restricted user access;

• secure telehealth and communication platforms;

• confidentiality obligations for staff and clinicians;

• secure storage and disposal of paper records;

• secure backup and data protection systems.

Some electronic service providers or cloud-based systems may store information overseas. Where this occurs, we take reasonable steps to ensure your information receives comparable privacy protections in accordance with New Zealand privacy laws.

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Health information is generally retained for a minimum of 10 years from the date of last contact, or longer where legally required, and is then securely destroyed or de-identified.

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7. Your Rights

Under the Privacy Act 2020 and HIPC, you have the right to:

• request access to the information we hold about you;

• request correction of information you believe is inaccurate, incomplete or misleading;

• request details about how your information has been used or disclosed, where applicable.

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Requests can be made by contacting:

Email: admin@resiliencepsychology.co.nz

We will respond to requests within the timeframes required by law. In some circumstances, a request may be declined in accordance with the Privacy Act or HIPC.

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8. Privacy Concerns and Complaints

If you have concerns about how your information has been handled, please contact our Privacy Officer:

Privacy Officer: Dr Kirsten Wooff
Email: kirsten@resiliencepsychology.co.nz
Phone: 09 390 0040

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We will attempt to resolve concerns fairly, respectfully and promptly.

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner via Office of the Privacy Commissioner.

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9. Cookies and Website Analytics

Our website may use cookies and similar technologies to:

• enable website functionality;

• improve website performance and user experience;

• understand how visitors use our website;

• support website analytics and security functions.

Some cookies may be provided by trusted third-party services.

You may disable cookies through your browser settings, although this may affect website functionality.

By continuing to use our website, you consent to our use of cookies in accordance with this policy.

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10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legislation, professional requirements or our business practices. The current version will always be available on our website.

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Complaints Process

Any person may make a complaint regarding our services. We are committed to handling complaints fairly, respectfully, confidentially and efficiently. Complaints and feedback help us improve our services and client experience.

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Our Commitment

We aim to:

• acknowledge complaints promptly;

• treat all parties fairly and respectfully;

• maintain confidentiality where appropriate;

• address concerns transparently and impartially;

• seek timely and reasonable resolution.

We aim to acknowledge complaints within two business days where practicable and to resolve complaints within 21 days where possible. If more time is required, we will keep you informed of progress.

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How to Make a Complaint

Step 1 – Speak With Your Clinician (Optional)

If you feel comfortable, you may first wish to discuss your concerns directly with your psychologist or clinician. Many concerns can be resolved through open communication and clarification.

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Step 2 – Contact the Practice Director

If:

• you do not feel comfortable raising the matter directly;

• the issue is not resolved;

• your complaint relates to administration or practice management; or

• you wish to escalate the matter

You may contact our Director:

Dr Kirsten Wooff
Email: admin@resiliencepsychology.co.nz
Phone: (03) 390 0040

Where possible, we encourage complaints to be submitted in writing.

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External Complaints Options

If you are not satisfied with our internal process, or if there is a conflict of interest, you may seek external review.

 

You may contact the New Zealand Psychologists Board via:

New Zealand Psychologists Board – Raising a Concern

Phone: 0800 471 4580

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You may also contact the Health and Disability Commissioner:

Health and Disability Commissioner

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External agencies operate under their own procedures and timeframes.