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.

 

Confidentiality

Intimacy Counselling takes your privacy seriously and any information you share with Intimacy Counselling is completely confidential. Legal exceptions can be found on our Privacy & Security page.