Terms & Conditions


Cancelling and Rebooking an Appointment

Cancellation Policy: Out of consideration for others, we kindly ask that you notify us on freephone 0800 327 669 as soon as possible, and no later than 24 hours on the business day immediately prior to this appointment, if you are no longer able to attend on this date/time. If this is not possible and insufficient notice has been given then the cancellation will result in the loss of the session.

Programme Confidentiality

Information and Security

As part of providing a high quality counselling and treatment service we need to record information about you and your visit to EAP Services. The information you provide is kept secure and is used in the planning of your treatment programme.

Rights of Inspection and Correction of Information

You have the right to view the information we have recorded about you and to read your file. Should any information we have about you be factually incorrect, you can correct it.

Sharing of Information with the Treatment Team

Your Professional may discuss your treatment in their supervision. Supervision is an important component of providing a high standard of counselling. Should this happen, your name will not be mentioned.

Sharing of Information with other Agencies

We do not share personal information about you outside of our team without your permission. Unless it is under the circumstances provided for in the Code of Practice for health care workers; for example where you own or another person’s health or life is at risk.

Compliments and Complaints Procedure

Should you have any compliments or complaints about the treatment you receive please.
• Discuss these with your professional in the first instance.
• If you do not receive satisfaction about a complaint or do not wish to discuss your concern with the professional, please discuss this with the Regional Manager of EAP Services on 0800 327 669. We seek to resolve all issues using a fair and equitable process.
You may wish to:
• Have an independent arbitrator hear your complaint.
• Utilise the complaints procedure of the respective professional association.
• Contact the Health and Disability Commissioner on 0800 11 22 33 or visit www.hdc.org.nz