Frequently asked questions

Whakapuāwai Ora Limited and its practitioners are governed by the Privacy Act 2020 and the Privacy Principles www.privacy.org.nz/privacy-act-2020/privacy-principles. Client information is privileged and we treat it as such. We collect personal information such as name, contact information, location, interactions with us, billing or purchase information. We collect personal information appropriate to the service being provided to: be able to contact and communicate with clients, for the health and safety of both clients and our practitioners, for carrying out the delivery of our services to clients, and for billing information Providing some information is optional. If you choose not to provide the information requested either in our booking forms or on-site, in some instances, we may not be unable to provide the services on offer, and will advise you if applicable. All information regarding client participation will remain confidential to Whakapuāwai Ora Limited; except where: (i) A client agrees to disclosure, (ii) By law we are required to release client information despite our efforts to maintain confidentiality (for example if there is a risk to someone’s safety), (iii) It is the view of the practitioner that there is an immediate and foreseeable danger to the life or health of a person and disclosure is necessary to minimise or avert danger to the client, 3rd party or ourselves, (iv) Discussing the clients case professionally with a supervisor, mentor/advisor or expert in a professional capacity. In this case, client names and personal details are not disclosed. These practitioners also have a duty of confidentiality in relation to this. Storing information: We keep client information safe by storing it in encrypted files or securely locked files. We are required by law to hold client information for 7-years after which it is destroyed by securely erasing all digital data and files. Access to information: Clients have the right to ask for a copy of personal information we hold about them, and to ask for it to be corrected if they think it is wrong. Clients can contact us for a copy of their information, or to have it corrected. We request that this is done in writing by post or email, and not texting. Complaints: If clients feel a breach of their privacy has occurred, we encourage them to contact us first to discuss and respond. If after that, they are unsatisfied with the response, they can complain to the Health and Disabilities Privacy Commissioner, in the same way as breaches of the Privacy Act. Last updated 4 March, 2024.