Counselling | Information
When requesting counselling or a support pack please provide as much detail as you can in the message box below. It is really helpful to have your location and who the information is for, e.g. (yourself/friend/client). For packs it is also useful to describe the situation support is needed for, the ages of any children involved, and any questions you may have.
Feedback
Tell us what you think: suggestions, complaints, and compliments
We value your feedback – good and bad – and are committed to responding to you and working with you to resolve concerns you might have. The easiest way to sort out a problem is to complete the form below, or email [email protected]
Making a complaint
What can you complain about?
- A complaint can be made about any service provided by Skylight. We also accept complaints about any of our contracted providers.
Who can make a complaint?
- Anyone can make a complaint about the care or service they have received. Complaints can also be made by another person on your behalf, such as a relative, friend, parent or consumer advocate. We may need consent to respond to complaints about someone else.
What do we do about a complaint?
- What can you complain about?
A complaint can be made about any service provided by Skylight. We also accept complaints about any of our contracted providers.
Who can make a complaint?
Anyone can make a complaint about the care or service they have received.
Another person can complain on your behalf, such as a relative, friend, parent, or consumer advocate. We may need consent to respond to complaints about someone else.
What do we do about a complaint?
All complaints are treated confidentially. Please be assured that making a complaint will not adversely affect the care you receive. Your complaint will only be discussed with the people directly involved.
Your complaint will be acknowledged within five working days. In most cases, the complaint will be referred to the manager of the area to be resolved directly with you. We aim to respond to all complaints within 21 working days. If we cannot respond in that timeframe, we will advise you and let you know the reason and an expected completion timeframe. If your complaint is complex or requires additional investigation, we will update you monthly until it is resolved.
- All complaints are taken seriously and handled with immediate priority. Accepting and resolving complaints allows us to improve the services we provide. However, if you are not happy, there are other people you may choose to contact, such as your local member of Parliament, the Minister for Social Development, The Ombudsman, or the Privacy Commissioner.
- When you use a health or disability service in Aotearoa New Zealand, you have the protection of the Code of Rights.
National helplines
• 1737, Need to talk? Free call or text 1737 to talk to a trained counsellor.
• Anxiety New Zealand 0800 ANXIETY (0800 269 4389)
• Depression.org.nz 0800 111 757 or text 4202
• Kidsline 0800 54 37 54 for people up to 18 years old. Open 24/7.
• Lifeline 0800 543 354
• Mental Health Foundation 09 623 4812, to access its free resource and information service.
• Rural Support Trust 0800 787 254
• Samaritans 0800 726 666
• Suicide Crisis Helpline 0508 828 865 (0508 TAUTOKO)
• Supporting Families in Mental Illness 0800 732 825
• thelowdown.co.nz Web chat, email chat or free text 5626
• What's Up 0800 942 8787 (for 5 to 18-year-olds). Phone counselling available Monday-Friday, noon-11pm and weekends, 3pm-11pm. Online chat is available 3pm-10pm daily.
• Youthline 0800 376 633, free text 234, email [email protected], or find online chat and other support options here.
• If it is an emergency, click here to find the number for your local crisis assessment team.
• In a life-threatening situation, call 111