Answers to the questions people ask most before booking. If yours is not here, send it to us.
Booking a session
How do I book a session?
Go to Our counsellors, open a profile that feels right, and choose “View pricing & book”. You pick a time and pay online. You can also ask the counsellor a question before you book.
Can I talk to a counsellor before committing?
Yes. You can book a free 15-minute introduction online. It is a chance to say what you are looking for and see whether working together feels right. There is no charge and no obligation to book more sessions.
How much does counselling cost?
Each counsellor sets their own fees, and they are shown on their profile before you book. If you have an ACC sensitive claim or help from Work and Income, see the funding questions below.
Are sessions online, by phone or in person?
Most sessions are by Zoom video. Some counsellors also work by phone, and some see people in person in parts of New Zealand. Each profile says which ways that counsellor works.
Can I have counselling if I live outside New Zealand?
Yes. Online sessions work from anywhere, so you can see a New Zealand counsellor wherever you live. Check the time zone when you choose a time.
Can I change or cancel my appointment?
Yes. Please give at least 24 hours notice when you change or cancel. If you cancel within that notice period you will get a full refund.
What if I have technical problems on the day?
Check your Zoom link works soon after you book, and contact your counsellor straight away if it does not, so it can be sorted out in time. If problems are left until the last minute, the counsellor may charge for the missed session. Some counsellors can switch to a phone call if video fails.
Paying with ACC or Work and Income
Can ACC pay for my counselling?
If you have experienced sexual abuse or assault, ACC’s Sensitive Claims Service can fund counselling with an approved provider. You do not need a physical injury or a Police report, and ACC makes the decision about cover. Our ACC sensitive claims guide explains the steps, and the ACC provider map shows approved providers near you.
Can Work and Income help with the cost?
Work and Income may help with counselling fees and travel through the Disability Allowance. You do not need to be on a benefit to apply. Our Work and Income guide explains the form, and these counsellors work with Work and Income clients.
Choosing a counsellor
How do I choose the right counsellor?
Start with what you want help with. If a counsellor mentions it on their profile, they usually have experience and extra training in that area. Some counsellors also write articles, which give you a feel for how they think. If you are still unsure, the free introduction is a good way to find out.
Is online counselling right for everyone?
Not always. If you are at high risk of harming yourself or someone else, online counselling is not the right place to start. Call 111, or call or text 1737 to talk with someone now. You also need somewhere private where you can talk freely, which is not always possible at home or work.
Still have a question?
Send it to us through the contact page and we will get back to you.