Your questions answered

We believe that understanding and clarity are key to a successful counselling journey. Below, you'll find answers to some common questions about our services, what to expect, and how we ensure a safe and supportive environment for everyone. If you can't find what you're looking for, please don't hesitate to reach out.

Frequently asked questions

What are the most common questions about your counselling services?

Are you ACC Sensitive Claims registered?

No, at the moment all sessions are privately funded

Do you have youth vetting?

Yes, we always hold up-to-date youth vetting to provide sessions to tamariki and rangitahi

When do I need to pay my invoice?

You invoice is due within 7 days of your session. If not paid, you may incur late fees at the counsellors discretion. Payments are made via bank transfer with your invoice number as the reference. 

What is your cancellation policy?

You are welcome to cancel your session with more than 48 hours notice, free of charge. Less than 48 hours notice will incur a fee of the full session price. You are welcome to reschedule, though no-show will result in full session charge.

Is a diagnosis needed for counselling?

No, you do not need to have a mental health or intellectual disability diagnosis to receive counselling. We can provide counselling to everyone and anyone (even if you do have these diagnoses!). You also will not receive diagnoses through our counselling supports, though we can help in documentation or guidance on the appropriate referral pathways.

Will you tell me what to do or provide advice?

No, we may offer suggestion, thoughts or opinions with your permission, but ultimately, your journey is lead by you, with our full support.

Are my online sessions confidential?

Yes, your video and phone sessions are completely confidential, as are the notes from your sessions. Notes can be requested by you, but your consent will always be asked for before providing any info to anyone.

Can I contact you between sessions?

You are welcome to send an email between your sessions, however capacity is limited and it is likely that your email will be read and a discussion about it's contents can continue at your next session.

How do I make a complaint?

The first step is always to speak with your counsellor. This can be a hard conversation to have, you are welcome to have a support person with you to discuss any complaints you have. If you are uncomofrtable doing so, or this has not resolved your issue, you can follow the steps on the NZAC website to make a complaint there. 

Please feel free to connect via email or phone call if you have any other questions or specific support needs that you wish to discuss.

What should I know before my first session?

Currently, we are not registered for ACC counselling; all sessions are privately funded. All sessions and notes are kept confidential and securely locked. Notes are only shared if requested by the client, with client consent, or if subpoenaed by a court. Our cancellation policy allows free cancellation with 48+ hours notice. Less than 48 hours notice results in the full fee being charged. Sessions can be rescheduled, but a no-show will incur the full fee. Sessions can begin and end with karakia if requested. A brief history will be taken so we understand where you've been, where you are currently and where you would like to head together in counselling

Are there common misunderstandings about online counselling?
You do not need a formal diagnosis to access counselling. We can work together to ensure you or your child feel healthy, happy, and prepared to cope with life's ups and downs. If diagnoses are evident, proper referral and medical support pathways can be offered, but they are not required. Everything is led by you!

Do you cover ACC claims?
No, we are not currently registered with ACC counselling. All sessions are privately funded.

What is your cancellation policy?
You can cancel for free with 48 or more hours notice. Cancellations made with less than 48 hours notice will incur the full fee. Sessions can be rescheduled. A no-show will also result in the full fee being charged.

Are my sessions confidential?
Yes, all sessions and notes are kept confidential and securely locked. Notes are only shared if requested by the client, with client consent, or if subpoenaed by a court.

Find your way forward

You're welcome here, exactly as you are. Counselling doesn't have to feel daunting. We're committed to quality and great service, offering a warm, unhurried space for you to speak freely. Let's work together to help you make sense of what you're carrying.