If you have used the Vitae counselling service, you may request a copy of the clinical records associated with your referral including:

• Dates when the service was provided
• A copy of the notes retained by your clinician.

Prior to the release of any information, Vitae will need to check your identity. Clinical notes will be forwarded by post/courier in a plain envelope under confidential cover.

Clinical notes will not be released by email (except in extenuating circumstances). Vitae will not provide any information in relation to your counselling sessions to a third party. The information will only be released to the individual who has received the service. The information requested will be released to you within 21 days of your request (provided that the request is complete and includes your photo ID).

Further information in respect of your rights under the Privacy Act 2020 is available from the Privacy Commission (privacy.org.nz/your-rights/your-privacy-rights).

Please download the document below and email Vitae at [email protected] to file your request.

The details of things you discuss in sessions are confidential, although there are some limits to this, including:

• If there is imminent danger to yourself or another named person
• If records are subpoenaed by a court of law
• If you give informed consent for information to be released.

Before any information was shared, your practitioner would talk to you first about who else might need to know, and what they need to know to access the right kind of additional support.

Vitae does provide regular reports to customer organisations that include the primary reasons for accessing counselling, but these don’t identify individual people, just general categories and the number of people in each (e.g. work stress, relationship issues).

Vitae sessions are also anonymous in most cases, with some exceptions:

• Manager referrals are not anonymous. Session content remains confidential, but extension requests include a high-level reason for needing more sessions. We do our best to keep this information non-identifying
• Standard duty of care obligations apply to all therapy interactions. If there is an imminent risk of harm to the person or others, confidentiality (and anonymity) may need to be broken. Where possible, this will be discussed with you beforehand
• Some customers require the person’s name before approving extension requests. Others request consent for identification at certain points, such as where there are workplace impacts, risks, or a high number of sessions, so they can coordinate appropriate support. You can refuse consent, but this may mean you cannot access additional funded sessions.

All records of counselling sessions are securely stored by your counsellor on their own database or the Vitae platform. You can request access to your notes by submitting a privacy information request on our website.

Counsellors will not provide letters of support for any purpose – all such requests also need to go through Vitae.

You’ll have the opportunity to participate in an anonymous feedback survey when your sessions are complete.
You can also provide feedback at any time.

The services provided by Vitae are bound by the Code of Health and Disability Services Consumers’ Rights (1996). Under this code you have the right to:

• Be treated with respect
• Freedom from discrimination, coercion, harassment, and exploitation
• Dignity and independence
• Services of an appropriate standard
• Effective communication
• Be fully informed
• Make an informed choice and give informed consent
• Support
• Further rights in respect of teaching or research
• Complain.