The Child Psychology Service Limited (‘TCPS’, ‘we’, ‘us’ or ‘our’)

Policy Date: 1st March 2026. Updated: 11th August 2026 Policy Version: 1.1 

1. About this policy

This policy explains how TCPS collects, uses, stores and shares personal and health information through our website and enquiry process, and provides a high-level summary of how information is handled when a service proceeds.

TCPS is a health agency for the purposes of the Health Information Privacy Code 2020. We handle personal and health information in accordance with the Privacy Act 2020 (as amended by the Privacy Amendment Act 2025), the Health Information Privacy Code 2020 and other applicable New Zealand law.

2. Information we collect and why

Depending on the enquiry or service, we may collect:

• names, dates of birth and contact details
• details of a parent, guardian or other representative, and information needed to confirm their authority
• information included in an enquiry or referral, such as the reason for contacting us and relevant background information
• appointment, communication, billing and administrative information
• where a service proceeds, clinical records and other health information created or received as part of that service

We use this information to:

• respond to the person making the enquiry
• consider whether TCPS may be able to offer a service and, where possible, match the enquiry with a psychologist
• arrange, provide and administer agreed services
• maintain appropriate records, manage accounts and meet legal and professional obligations

Submitting an enquiry is voluntary. However, TCPS needs enough relevant information to consider the enquiry, match it with a psychologist or provide a service.

3. How we collect information

People can contact TCPS by completing the enquiry form on our website or emailing info@thechildpsychologyservice.co.nz. Website enquiries are received in our Zoho CRM and Zoho Mail inbox. Enquiry information is collected from the person concerned or from their parent, guardian or other authorised representative.

The website enquiry form asks the person submitting it to confirm their authority to enquire about a child or young person. If a service proceeds, the psychologist completes a separate written consent process at the first appointment.

TCPS does not seek information from a school, GP, other health professional or another person unless the person concerned or their authorised representative has consented or asked us to do so, except where collection is otherwise permitted or required by law.

From 1 May 2026, information privacy principle 3A (IPP 3A) of the Privacy Act 2020 and rule 3A of the Health Information Privacy Code 2020 apply when TCPS collects personal or health information indirectly. For health information, this generally means it has not come directly from the person concerned or their representative.

Unless an exception applies or the required notification steps have already been taken, TCPS will take reasonable steps as soon as reasonably practicable after collection to ensure the person concerned, or their representative where appropriate, is aware of:

• the fact that the information has been collected
• the purpose of the collection and the intended recipients
• the name and address of the agency that collected the information and of the agency holding it
• the particular law authorising or requiring the collection, where applicable
• their rights to request access to and correction of the information

Notification may be given through a privacy notice, form, email, oral explanation or another suitable method. The steps TCPS takes will depend on the circumstances, including the sensitivity of the information and the needs of the person concerned.

4. Who sees enquiry information

The Practice Manager reviews enquiry information for the purpose of responding to the enquiry and identifying a psychologist who may be able to provide the requested service. When a psychologist has been identified, the Practice Manager sends the relevant enquiry information to that psychologist by email using our Zoho CRM process.

Enquiry information is not circulated to other psychologists. It is otherwise shared only with service providers that process information on our behalf, with the person’s consent, or where sharing is permitted or required by law.

We use enquiry contact details only to respond to and manage the enquiry. We do not use them for marketing.

5. Storage, security and retention

TCPS uses practice-management, customer-relationship, email, accounting, document-automation, payment, credit-control and online-banking systems to provide and administer its services.

Enquiry information is stored in Zoho CRM and Zoho Mail. If TCPS cannot offer a service, the enquiry remains in Zoho CRM as a closed enquiry and is managed in accordance with our retention policy.

When a person is matched with a psychologist, they are sent a Cliniko booking link. Cliniko is then used for appointments, service information and clinical records. Cliniko hosts its data in Australia.

Accounting, billing, document and payment information may be held or processed in Xero and associated services, including EzzyBills for document automation, Stripe for credit card payments, CreditorWatch for credit control and debt collection, and BNZ online banking for receiving and reconciling payments. These systems may hold or process relevant client information, including contact, invoice, payment and transaction information, for those purposes.

Zoho, Cliniko, Xero and other service providers may process information outside New Zealand on our behalf. We take reasonable steps to ensure that service providers handle information appropriately and that overseas disclosures comply with New Zealand privacy requirements.

We take reasonable steps to protect information from loss, unauthorised access, use or disclosure.

We retain and securely dispose of information in accordance with New Zealand law and our record-retention and information-management policies.

Information about cookies and similar technologies used on our website is set out in our Cookie Policy.

6. Your rights and concerns

A person may ask whether TCPS holds information about them, request access to it, or ask for it to be corrected. We will respond as soon as reasonably practicable and no later than 20 working days, unless a lawful extension applies. We may ask for information needed to confirm identity or authority, and may withhold information only where the law permits.

Where a request relates to a child or young person, we may need to confirm the requester’s authority and consider the child’s or young person’s interests, wishes and privacy, as well as the privacy of other people.

Requests and privacy concerns can be sent to Andrew Treagust, Privacy Officer, at andrew@thechildpsychologyservice.co.nz.

If a concern is not resolved, a complaint can be made to the Office of the Privacy Commissioner at privacy.org.nz or by calling 0800 803 909.

7. Changes to this policy

We may update this policy when our services, systems or legal obligations change. The current version and effective date will be published on our website.