Feedback Complaints Procedure for Intimacy Counselling
Feedback and Complaints Procedure Intimacy Counselling
Whether you have a suggestion, a compliment, or a complaint, we encourage you to share your thoughts with us.
All feedback and complaints will be handled confidentially. Your privacy is a priority, and no information will be disclosed without your consent (except where required by law).
We regularly review feedback and complaints to identify trends and areas for improvement in our services.
Your input plays a crucial role in helping us enhance our services.
For any questions regarding this procedure or to provide feedback, please contact us at:
- Email: admin@intimacycounselling.co.nz
- Phone: 0275522552
Thank you for helping us improve our services. Your voice matters.
How to Provide Feedback or Make a Complaint:
1. Contact Us
You can provide feedback or lodge a complaint through the following channels:
In-Person: Speak to your counsellor directly after your session.
Email: Send your feedback or complaint to admin@intimacycounselling.co.nz
Phone: Call us at 0275522552, during business hours.
2. Provide Details
When submitting your feedback or complaint, please include the following information:
Your name (optional if you wish to remain anonymous)
Contact information (if applicable)
Date of the service
Description of your feedback or complaint
Any relevant details or examples
3. Our Acknowledgment
All feedback and complaints will be acknowledged within 5 business days of receipt.
If you have provided your contact information, we will confirm that we have received your submission.
4. Investigation Process
Once your feedback or complaint is received:
It will be assigned to a designated team member for review.
We will conduct a thorough investigation, which may include reviewing notes, speaking with relevant staff, and gathering additional information.
We aim to resolve most complaints within 14 business days. If this is not possible, we will keep you informed of the progress.
5. Resolution and Response
Upon completion of the investigation, we will:
Provide you with a summary of findings.
Outline any actions taken or improvements made as a result of your feedback.
Offer a resolution or an explanation, if appropriate.
6. Escalation
If you are not satisfied with the outcome of your complaint, you may escalate your concerns:
Contact our management team at: admin@intimacycounselling.co.nz
We will review the case and respond within 10 business days.
At Intimacy Counselling, we are committed to your wellbeing and ethical practice in all aspects of our services. In situations where legal processes (such as formal agreements, dispute resolution, or proceedings involving your rights or obligations) may arise as part of our counselling engagement, due to the nature of our work we prioritise ensuring that you are fully supported to participate meaningfully.
To this end, prior to proceeding with any such legal processes, we may, in consultation with you, request an independent assessment of your capacity and wellbeing from a qualified mental health professional selected by us (e.g., a registered psychologist or psychiatrist). This step is taken collaboratively to confirm that our actions align with your best interests, promote informed consent, and comply with applicable ethical and legal standards.
The assessment will be conducted at our expense, and we will provide reasonable support to facilitate it, including sharing relevant information with your consent. If the assessment identifies any needs for additional support, we will work together to explore appropriate resources. This process helps us maintain the highest standards of care and ensures our shared journey is safe and effective for you.