Feedback Complaints Procedure for CTNZ

Feedback and Complaints Procedure Counselling & Therapy NZ (CTNZ)

  • 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@counsellingandtherapy.nz

    - Phone: 027 552 2575

  • 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@counsellingandtherapy.nz

  • Phone: Call us at 027 552 2575, during business hours.

  • Feedback Form: Fill out our online feedback form available at: www.ecsnz.co.nz/feedback-form

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.

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

    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.

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.

6. Escalation

If you are not satisfied with the outcome of your complaint, you may escalate your concerns: