Sindy Van Zyl

This policy outlines our commitment to your care, your rights as a kiritaki (client), and the operational policies governing our appointments, privacy, and team structure under the ACC Sensitive Claims Service.

1. Respect, Cultural Safety & Client Rights

We are dedicated to providing a safe, compassionate, and respectful environment for your recovery journey.

• Right to Dignity & Respect: You have the right to be treated with dignity, care, and cultural respect at all times, free from discrimination or bias.
• Cultural Safety (Kawa Whakaruruhau): We recognise and honour your cultural, spiritual, and personal identity — including indigenous status, gender, sexual orientation, beliefs, and individual needs. You are welcome to involve whānau, kaumātua, or cultural support persons in your care.
• Informed Consent: You have full autonomy over your treatment. Every stage of your service — from initial engagement to specific therapy goals — is voluntary and requires your ongoing informed consent.

2. Attendance & Cancellation Policy (Notice Requirements)

To ensure sustainable care and respect your clinician’s dedicated time, we operate under the following appointment policies:

• Notice for Cancellations: If you need to reschedule or cancel an appointment, you must provide at least two (2) working days’ notice.
• Late Cancellations & Non-Attendance: If an appointment is missed or cancelled with less than two working days’ notice without a valid emergency, it is recorded as a non-attendance under ACC guidelines. ACC allows up to six (6) non-attendance fees during pre-cover services, and up to ten (10) per 24 months during post-cover services.
• Safety Checks on Missed Sessions: If you miss a scheduled session without contacting us, your Lead Service Provider is obligated to consider your safety and may initiate a safety check or reach out to your nominated safe contact to confirm your wellbeing.

3. Privacy, Confidentiality & Information Sharing

Protecting your personal and clinical information is a legal and ethical priority.

• Confidentiality: Everything discussed in your sessions is confidential to your care team and managed under the Privacy Act 2020 and the Health Information Privacy Code.
• Collection of Records (ACC6300): ACC requires your written authority (ACC6300 form) before collecting medical or historical records. You have the right to discuss what information is collected, or to request a personally tailored authority with ACC if you have specific privacy concerns.
• Safe Contact Preferences: On your engagement forms, you can specify how ACC or our practice contacts you. If contacting you directly poses a safety or privacy risk, a nominated safe contact will be used instead.
• Limits to Confidentiality: Confidentiality may only be broken if there is an immediate, serious risk of harm to yourself or others, or where required by statutory child protection obligations.

4. Safety, Telehealth & Communication Boundaries

• Session Safety: Maintaining physical and emotional safety is essential for both you and your clinician. Sessions will be paused or terminated immediately if threatening or unsafe behaviour occurs.
• Telehealth Privacy Requirements: If receiving sessions via Zoom or video link, you must be in a private, quiet space where you cannot be overheard. Telehealth consultations cannot take place in public places, while driving, or while multitasking.
• Communication Boundaries: Phone calls, text messages, and emails outside of scheduled sessions are reserved for administrative purposes (such as rescheduling) and are not monitored 24/7 for crisis support. If you experience an immediate emergency, please contact 111 or crisis services.

5. Roles of Your Care Team Under This Policy

Your care is supported by an integrated team, with clear contractual and clinical roles:

• The Supplier: The primary contracted organisation holding the contract with ACC. The Supplier oversees administrative governance, financial billing, and ensures all personnel complete mandatory Police vetting.
• Lead Service Provider: Your main qualified clinician (Counsellor, Psychotherapist, or Psychologist) who delivers your core therapy, writes your Wellbeing Plans, and coordinates your overall treatment.
• Social Worker (Adjunct Therapy): An allied health professional brought in to help remove practical, housing, budgeting, or community barriers impacting your ability to attend therapy.
• Occupational Therapist (Adjunct Therapy): A specialist who helps you build practical sensory strategies and confidence to manage trauma triggers in daily life and public settings.
• Dietitian (Adjunct Therapy): A qualified professional who assists with practical eating and nutrition strategies disrupted by trauma or chronic stress.
• Specialist Cover Assessment Provider: A named provider approved by ACC to conduct a formal diagnostic Specialist Cover Assessment if your claim requires one — typically a senior psychologist or psychiatrist, particularly where a more complex mental health history is involved.
• Function Assessment Provider: A psychiatrist or clinical psychologist approved by ACC to evaluate how your injury impacts your work capacity, if you are exploring financial entitlements like Weekly Compensation or Loss of Potential Earnings.