At Cambridge Educational Psychology Services (CEPS), we aim to deliver services in accordance with the professional standards set by the New Zealand Psychologists Board (NZPB), the Health Practitioners Competence Assurance Act 2003 (HPCA Act), the New Zealand Psychological Society (NZPsS), and all relevant ethical guidelines and codes of practice.

Your Rights
Your rights are protected under the Code of Health and Disability Services Consumers’ Rights (the Code), which includes the right to:

• Receive the information you need to make informed decisions about assessments, interventions, or recommendations.

• Have information provided in a clear, understandable manner.

• Make an informed choice and give your informed consent before proceeding with any psychological service.

• Be treated with respect and dignity, with recognition of your cultural, spiritual, and personal values.

• Have a support person present during consultations.

• Receive services with reasonable care, skill, and professionalism.Raise concerns or complaints in a way that is appropriate and accessible to you.

Guiding Principles
We follow these guiding principles in managing your complaint:

• We value your right to provide feedback or raise a complaint.

• We are committed to working respectfully and collaboratively to resolve complaints.

• We will provide support and assistance to you during the complaints process.

• We will acknowledge and respond to complaints promptly.

• We will work to understand your feedback and expectations.

• We will gather the necessary information to help resolve your complaint.

• We will keep you informed if resolution requires additional time.

• We will notify you in writing of the outcome of your complaint.

• We will make improvements to our practice and systems as required.

We will respect your privacy and confidentiality throughout the process.

Raising a Complaint
You can raise a complaint with CEPS in the following ways:

• In person with the psychologist or another CEPS staff member.

• By email: emma@ceps.co.nz

• Freephone: 0800 730 700

• By letter to: Cambridge Educational Psychology Services, 15 Cooper Crescent, Cambridge, Waikato 3434

External Agencies
If you feel your complaint has not been resolved to your satisfaction, or you wish to make a complaint externally, you may contact:

• The New Zealand Psychologists Board:
  Phone 04 471 4580 or visit www.psychologistsboard.org.nz

• The Health and Disability Commissioner:
  Freephone 0800 11 22 33 or visit www.hdc.org.nz

• The Nationwide Health and Disability Advocacy Service:
  Freephone 0800 555 050

• The New Zealand Psychological Society:
  Phone 04 473 4884 or visit www.psychology.org.nz

Continuous Improvement
CEPS is committed to receiving feedback from clients, members of the public, professionals, and partner agencies as a means of promoting continuous service improvement. Your feedback helps us to strengthen our practice and better serve the community.

Privacy
All complaints and feedback will be handled in accordance with the Privacy Act 2020, and all information shared will be treated with strict confidentiality.