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Privacy Policy

Integrated Social Services

Last updated: 15/09/2025

 

Introduction 

At Integrated Social Services, we understand the importance of safeguarding the personal information you share with us. As providers of counselling, social work, and professional supervision, we place the utmost value on your trust and are dedicated to treating your private and sensitive information with the highest level of care and respect. We strictly adhere to the New Zealand Privacy Act 2020 and the Health Information Privacy Code, ensuring that all client information is managed responsibly and confidentially in accordance with these legal requirements and professional codes of ethics.

 

Information We Collect

  • Contact details such as your name, phone number, email, and address

  • Relevant health, wellbeing, and family information needed to provide support

  • Professional background if you are receiving supervision services

  • Website usage details such as IP address, browser type, and pages visited (if using our website contact forms)

  • Billing and payment information, including details necessary to process invoices and payments for services rendered

  • Booking and attendance information, such as records of your session bookings, appointment confirmations, cancellations, and attendance history

 

How We Collect Information

  • Directly from you when you engage with our services

  • Through written notes, assessments, and records of sessions

  • Through our website, when you complete forms or send enquiries

  • Occasionally, from third parties, with your consent or where legally required

 

Purpose of Information Collection

  • To provide ethical, safe, and effective services

  • To keep accurate and professional case notes

  • To coordinate care or make referrals (with your consent)

  • To meet ethical, legal, and professional requirements

  • To improve our services and respond to enquiries

  • To communicate with you about appointments, updates, or resources

 

Sharing and Security of Information​

  • We utilise Hnry, a reputable and trusted cloud-based accounting platform, to efficiently manage all invoicing and payment processes. By using this secure system, your name and billing information are processed in accordance with stringent data protection and privacy standards. This ensures that all financial transactions are handled with the utmost confidentiality and professionalism, and your personal details remain secure at all times.

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  • We will adhere to the ethical principles and codes of conduct set by the Social Workers Registration Board (SWRB) and the Aotearoa New Zealand Association of Social Workers (ANZASW). This includes upholding values such as integrity, respect, cultural competence, and client confidentiality, and ensuring that all practice aligns with the expectations outlined in the SWRB Code of Conduct and the ANZASW Code of Ethics.

 

  • Access to Notes: Any notes taken will be securely stored in a private folder, which is protected by facial recognition security. Clients have the right to access their notes upon request.  Under the Privacy Act 2020 and Health Information Privacy Code 2020, records are typically retained for a minimum of seven years after the last contact with the client.  Any breach of privacy will be reported to the Office of Privacy Commissioner (OPC).

 

  • Following the mandatory retention period, all client records will be securely and permanently destroyed in accordance with applicable legal and ethical requirements. Before decommissioning or disposing of the work laptop, a comprehensive data deletion process will be carried out to ensure that all confidential information is irretrievably erased. If the laptop is lost or stolen, remote deletion capabilities provided by Microsoft Office will be utilised to safeguard client data.

 

  • Business Transfers. If Integrated Social Services were to be restructured or merged with another organisation, your personal information would be transferred as part of the business transition process. You would be notified about any such change, and your rights regarding your data would remain protected under the same ethical, legal, and professional standards, including those set by the Social Workers Registration Board (SWRB), the Aotearoa New Zealand Association of Social Workers (ANZASW), and relevant privacy legislation such as the Privacy Act 2020 and Health Information Privacy Code 2020. If you request the deletion of your personal information as part of this process, your records will be securely and permanently deleted in accordance with legal and ethical requirements.

 

The other people who can access your notes are:

  • A judge, with a court order, can require disclosure of notes. Please note that the police can request a client’s notes, but if the client does not consent, the police must obtain a court order for access.

 

  • A coroner, in the case of a client’s death, may access notes as part of their official duties.

 

  • Risk Management: Throughout the session, I will consistently monitor your health and emotional well-being. If you express suicidal thoughts or intentions, I will contact emergency services or your designated emergency contact. In the event of a crisis between sessions, please contact 1737, your general practitioner, or call 111 if urgent assistance is required.

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Storage and Security

  • Digital records are stored in facial recognition files.

  • We take all reasonable steps to protect your information from unauthorised access, loss, or disclosure

  • I serve as the designated Privacy Officer for this practice and am responsible for the security and confidentiality of your information

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Your Rights

You have the right to:

  • Access the personal information we hold about you

  • Request corrections if the information is inaccurate or incomplete

  • Withdraw consent where that applies to the use of your information

  • Make a complaint to the Office of the Privacy Commissioner if you believe your privacy has been breached

 

Cookies and Website Analytics

  • Our website may use cookies and third-party analytics tools

  • These help us improve functionality and understand how visitors use our site

  • You can disable cookies in your browser, although some features may not work properly

 

Retention of Information

  • In accordance with New Zealand legal requirements, records are retained for a minimum of seven years following your final session. After this period, all records will be securely destroyed.

 

Changes to This Policy

  • This policy may be updated from time to time

  • The latest version will always be available on our website with the updated date shown at the top

 

Online Sessions

  • Sessions are conducted via Microsoft Teams, a platform that employs encryption and is widely used within health and government sectors. While Microsoft Teams is considered secure, it is important to note that no online service can guarantee absolute security.

 

  • You are responsible for ensuring the privacy and security of your own device and internet connection. Should technical difficulties arise, I will contact you using your nominated phone number.

 

Confidentiality

  • All information discussed during sessions is confidential and will not be disclosed to any third party without the Client’s written consent, except as required by law (e.g., risk of harm to self or others, or as otherwise required by New Zealand law).

 

  • In addition, as part of my professional registration requirements in New Zealand, I am required to participate in regular supervision with a qualified professional supervisor. This process ensures that I maintain high standards of practice, receive ongoing guidance, and uphold the quality and safety of the services I provide. During supervision, your personal details are not shared; any discussion is focused on professional development and best practice, and supervisors are also bound by strict confidentiality guidelines.

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Complaints Procedure

  • If you wish to make a formal complaint regarding conduct or practice, you may do so directly to the Social Workers Registration Board (SWRB). The SWRB oversees the regulation of social workers in New Zealand and provides a clear process for handling complaints.

 

  • To complain with the SWRB, you can: Visit the SWRB website and complete their online complaints form. Email your complaint to complaints@swrb.govt.nz.  Alternatively, you may call the SWRB at 04 931 2650 for guidance on the complaints process.

 

  • When submitting a complaint, please include your full name, contact details, the practitioner's name, and a clear description of your concerns. The SWRB will acknowledge receipt of your complaint and advise you on the next steps in its process.

 

  • If you require assistance with the complaints procedure or have questions about confidentiality and outcomes, the SWRB staff are available to support you throughout the process.

 

 

If you have questions or concerns about your privacy, please get in touch with the Privacy Officer:

Integrated Social Services
Email: joyce.issnz@hotmail.com
Phone: 0279486122

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