Complaints and Feedback

Ko koe ki tēnā, ko ahau ki tēnei kīwai o te kete
You take that handle of the basket and I'll take this one

Thank you for taking the time to share your experience. Your feedback helps us improve and ensures our services meet expectations. This form is designed to be simple and respectful of your time.

Please share as much information as you are comfortable providing but avoid including details from your counselling sessions. If we need to discuss anything from those sessions, we will reach out to you directly.

If you’d prefer to complete this over the phone, please call 0800 284 678.

Please fill up the following form

1. About You

Name

Phone Number

Email Address

Company/Organisation

Are you completing this for someone else or with a support person?

Yes No

Preferred contact method

Phone Email

If yes, please provide their name and relationship:

2. What Happened

What type of service were you using?

If Other, please describe:

Date(s) of the incident

Time(s)

Name of practitioner (if known):

Please describe what happened

How did this affect you?

What would a good outcome look like to you?

3. Previous Actions

Have you raised this with anyone before?

Yes No

If yes, who did you speak with and when? What was the outcome?

4. Consent & Privacy

I authorise Instep EAP to:

Contact me about this feedback or complaint Investigate the matter as needed Contact relevant parties, including practitioners, if needed

We respect your privacy. Your information will only be used to resolve your concern and will be stored securely in line with the Privacy Act 2020. You can access or correct your information at any time. For more information on your rights, please visit this link to the Health and Disability Services Consumer Rights page.

What Happens Next

You’ll receive an acknowledgment within 2 business days.
We will investigate your concern thoroughly.
You will be updated within 10–15 business days. Complex cases may take longer.
We will let you know the outcome and any follow-up actions. If urgent, contact us on 0800 284 678 or you can email [email protected].

Ko koe ki tēnā, ko ahau ki tēnei kīwai o te kete You take that handle of the basket and I'll take this one