Your privacy As part of helping you heal from sexual abuse, your HELP Counsellor will ask you to tell us about yourself. However, if we ask you something you don’t want to talk about, you can choose not to. All information is dealt with in accordance with the Health Information Privacy Code, 2020 (which you can read at privacy.org.nz). Your records When we talk, we may record some notes from our discussion to help us provide a quality service and for use in writing confidential reports to third party funders (such as ACC or Oranga Tamariki). We keep separate records for every client, which may also contain communication with other service providers. Paper records are kept securely locked for a minimum of ten years, but most information is now electronic and is protected by passwords and firewalls. Your rights You are entitled to access the information we have about you and ask us to correct anything you disagree with. Whether you’re a current or past client of HELP, if you show us identification, you can read your notes, take away a photocopy, or request them to be sent to someone else, such as a new counsellor. Our notes and anything you tell us are confidential between you and HELP. There are, however, a few exceptions including:
When there is a risk of harm to you or another person. When we discuss our work with a supervisor or colleague to help us give you the best service possible. When third party funders (ACC or Oranga Tamariki) require reports or to check file notes. If the Police or Oranga Tamariki need information to carry out their duties, or if the Court requires information to determine a prosecution. If your notes contain information about another person and they request access to the information. In this case, they are only entitled to know the part about them. When we compile statistics, which are shared in a way that ensures you can’t be identified. When we work with several members of a family to support one family member, we may share some information if we think it will help your recovery. We would ask you if this was okay beforehand, or talk to you about it as soon as we can. If you ask that something be kept secret, we’ll let you know if that’s possible. If you’re under 16 or unable to make decisions for yourself, your caregiver may have access to things you’ve said if it’s important to your safety and recovery. When we work with other organisations that you’re involved with (e.g. WINZ, CADS or your GP), we’ll seek your permission to speak to them and you’ll be able to see our conversation notes in the file. How to make a complaint If you feel dissatisfied with an aspect of HELP’s service or feel like your rights are not being upheld, please let your counsellor or one of the Leadership Team know. You can request our complaints procedure and form from reception, or you can share your complaint or feedback here, or via email, in a letter, or over the phone. We aim to provide the highest level of service possible, so we’ll do our best to resolve your concerns and improve where we can. If you need help making a complaint, there is a free advocacy service available through the Health & Disability Commission.