Terms and Conditions of Service
by Dr JC Coetzee Clinical Psychologist
MA (Clin. Psych), PhD (Psych), MNZCCP
New Zealand Psychologist Board Registration NR: 90-07323
Last updated: 12 November 2025
These Terms and Conditions (“Terms”) govern all interactions and transactions between Dr JC Coetzee, Clinical Psychologist (hereinafter “Dr Coetzee,” “we,” “us,” “our” or "the practitioner") and you, the client (“you” or “your”).
By booking or attending a session, you acknowledge that you have read, understood, and agree to these Terms.
1. General
These Terms, together with your booking and fee agreement via the Zanda Health Client Portal, constitute the entire agreement between you and Dr Coetzee.
Variations, waivers, or cancellations of any of the Terms and Conditions of Service are only valid if agreed in writing by Dr Coetzee.
If any part of these Terms and Conditions of Service is found to be invalid or unenforceable, the remaining provisions remain in full force.
In the event of non-payment, you agree to pay all reasonable costs, charges, and legal expenses incurred in recovering outstanding fees.
2. Scope of Services
Dr Coetzee provides individual psychological therapy, counselling, and EMDR therapy as a Clinical Psychologist registered with the New Zealand Psychologists Board.
Dr Coetzee does not prescribe medication or give any medical advice; please consult your GP or psychiatrist for medication management and medical advice.
Dr Coetzee does not give legal advice.
Dr Coetzee does not give financial advice.
Services are delivered in accordance with:
The Psychologists Board of New Zealand Code of Ethics
New Zealand College of Clinical Psychologists Guidelines
Health Practitioners Competence Assurance Act 2003
3. Emergencies
Therapy is not an emergency service.
If you are in crisis or at risk of harm, please contact your local Mental Health Crisis Team, call 111, attend an emergency facility, or notify your GP or psychiatrist.
Dr Coetzee does not provide after-hours or emergency services.
4. Appointments & Booking
Standard sessions are 50–60 minutes.
Please arrive or connect 5 minutes early. Late arrivals will not extend the session time.
Communication through email, portal messages, or text is limited to scheduling, brief updates, and administrative purposes.
Messages and emails are responded to during standard hours: Monday–Friday, 9:00 AM – 3:00 PM (excluding public holidays).
5. Recording of Sessions
Sessions will be audio recorded for clinical notes, supervision, or transcription.
You may request a written summary of your session.
If you do not consent to recording of sessions, please inform Dr Coetzee at the start of the session.
6. Fees and Payment
Private Clients
All fees are payable at the time of booking via the Zanda Health Client Portal.
Private clients must pay in advance to confirm bookings.
Outstanding accounts may be referred to a collection agency.
Interest on overdue amounts: 2.5% per month, accruing daily.
Fees are inclusive of GST and card processing charges, where applicable.
In the event of non-payment, you are responsible for any collection and legal costs incurred.
ACC Clients
ACC-funded sessions are covered under approved claims.
7. Cancellations, Rescheduling, and Refunds
7.1 Cancellations
Cancellations with more than 24 hours’ notice will be refunded minus a $15 NZD admin fee.
For cancellations with less than 24 hours’ notice the full session fee will apply and will not be eligible for a refund (except for medical emergencies).
7.2 Missed Appointments (No-Shows)
Missed appointments are when clients do not turn up for in-person appointments or connect for online appointments.
Private clients
ACC clients
Under ACC regulation, a limited number or late-cancelled sessions per claim may be covered by ACC. Beyond this limit, the client is responsible for full payment of missed sessions, and continued service may be reviewed or discontinued at the discretion of the practitioner.
7.3 Rescheduling
You may reschedule via the Zanda Health Client Portal., by email, or text message.
Rescheduling within 24 hours of the appointment will be treated as a late cancellation.
Practice-Initiated Cancellations
In the event Dr Coetzee must cancel, you will receive a full refund or a rescheduled session at no extra cost.
8. Therapeutic Process and Disclaimer
Therapy is a collaborative process. Progress depends on active engagement and various personal factors. While evidence-based methods are used, specific outcomes cannot be guaranteed.
9. Professional Conduct
All professional activities adhere to:
The New Zealand Psychologists Board Code of Ethics
The NZ College of Clinical Psychologists’ Practice Standards
Regular professional supervision is undertaken to ensure best practice and quality of clinical services.
10. Limitations of Service
Services are limited to psychological assessment, therapy, counselling, and EMDR therapy.
No medical, psychiatric, legal, or emergency services are provided.
11. Standard Terms and Communication
All communications, scheduling, and payments are managed through the Zanda Health Client Portal., which complies with New Zealand privacy and data protection standards.
By using the Zanda Health Client Portal., you agree to its communication, privacy, and booking conditions.
Any variation to these Terms must be in writing and agreed upon by both parties.
12. Delivery of Services
Services are delivered as scheduled and billed individually.
Outbound or travel-based sessions (e.g., home visits, workplace consultations) may incur additional mileage fees at the current IRD rate plus GST.
Service durations are approximate and may vary based on clinical need.
13. Hours of Availability
Sessions and communications are available Monday–Friday, 9:00 AM – 3:00 PM, excluding public holidays.
14. Cessation of Services
If therapy is no longer clinically appropriate or therapeutic progress has plateaued, Dr Coetzee may discuss cessation of services and offer referral options.
In case of break in the therapeutic relationship the practitioner may terminate therapy at any point.
If either the client or the practitioner feel unsafe at any point in the therapeutic space either party may terminate therapy.
Unused prepaid fees will be refunded upon termination of therapy in accordance with the cancellation policy.
15. Disputes
Unresolved disputes may be referred to the Disputes Tribunal.
Claims must be made within 14 days of the service in question.
Liability is limited to fees paid or $1,000 NZD, whichever is lesser.
16. Ownership and Intellectual Property
All reports, notes, and therapeutic materials remain the intellectual property of Dr Coetzee until full payment is received.
In cases of cancellation or default, access to materials may be withheld.
17. Liability
Clients are responsible for assessing the suitability of services.
Dr Coetzee shall not be liable for any indirect, incidental, or consequential loss or injury except as required by law.
Maximum liability is limited to fees paid or $1,000 NZD.
Therapeutic advice is not a substitute for medical consultation.
18. Applicable Law
These Terms are governed by and interpreted in accordance with the laws of New Zealand.
19. Code of Ethics and Technology Use
All services are delivered in line with the NZ Psychologists Board Code of Ethics.
AI-assisted tools may be used to support administrative or clinical note processes under secure, confidential conditions.
Clients may opt out of AI-assisted record keeping at any time by written request.
20. Assessments
Psychological assessments may include:
Cognitive, diagnostic, and psychometric assessments
Autism, trauma, and personality assessments
Functional assessments for clinical or ACC-related purposes
Written reports, summaries, or letters as required
Dr Coetzee does not offer ADHD assessments but does screen for ADHD as part of an Adult Autism Assessment.
Adult Autism Assessment Approach
Dr Coetzee’s adult autism assessment approach is grounded in a neuroaffirmative, strengths-based framework that recognises autism as a natural variation in human neurodevelopment. The purpose of the assessment is to develop an informed understanding of the client’s lifelong patterns of communication, sensory processing, cognition, and behaviour within the context of their individual experiences and environments. This approach acknowledges that many challenges arise from the interaction between an individual’s neurotype and the demands, expectations, and sensory characteristics of the surrounding world.
In accordance with professional standards in Aotearoa New Zealand and international practice, the DSM-5-TR diagnostic criteria for Autism Spectrum Disorder are utilised to organise and describe assessment findings. These criteria are applied as a classification framework to support access to appropriate services, accommodations, and recognition of identified support needs. They are not used as a deficit-based interpretation of the client’s identity. The overall aim of the assessment is to provide a respectful, accurate, and affirming understanding of the client’s neurodevelopmental profile, recognising both strengths and any areas where tailored support may be of benefit.
It is the client’s responsibility to confirm with any support organisations, agencies, funding bodies, or service providers whether this neuroaffirmative assessment approach and its associated reporting will meet their specific requirements for access to services or support. Dr Coetzee does not guarantee acceptance of this assessment by external organisations and is not responsible for any decisions made by third-party providers.
Assessment Requirements
Assessments may require multiple sessions.
Completion time varies and is influenced by client engagement, collateral information, and third-party requirements.
Reports will only be released once full payment is received.
Assessments are not guaranteed to result in a diagnosis.
The practitioner must remain impartial when providing diagnostic opinions.
Assessment Limitations
Assessments do not replace medical evaluations.
Third parties (schools, courts, ACC, or other agencies) may interpret results at their discretion.
The practitioner cannot guarantee acceptance of reports by external organisations.
21. EMDR Therapy Terms & Conditions
21.1 Nature of EMDR Therapy
EMDR therapy uses Bilateral Stimulation (BLS) — eye movements, tapping, or auditory tones — to accelerate the brain’s natural processing of distressing memories, thoughts, emotions, and trauma-related symptoms. BLS mirrors REM sleep activity and assists in reintegrating memories.
EMDR therapy does not require extensive talking, does not involve homework, and can be effective even for longstanding trauma.
21.2 EMDR Therapy Process
EMDR therapy follows an eight-phase protocol including preparation, assessment, desensitisation, installation of adaptive beliefs, body scan, and closure. Readiness for processing is assessed before beginning reprocessing phases.
21.3 EMDR Therapy Risks and Effects
Clients may experience:
Strong emotional or physical sensations
Re-emergence of distressing memories
Continued processing between sessions (dreams, flashbacks, feelings)
Increased vividness or fading of memory details
These are common and expected responses in EMDR therapy.
21.4 Medical and Psychological Precautions
Clients must disclose:
Pregnancy
Heart conditions
Ocular or neurological concerns
Dissociative symptoms
Substance use history
Some conditions may require medical clearance or specific clinical precautions.
21.5 Legal and Forensic Considerations
If involved in legal proceedings (current or anticipated), clients must inform the practitioner before beginning EMDR therapy reprocessing.
EMDR therapy may alter:
Memory clarity
Details recalled
Emotional intensity associated with events
This may impact testimony.
Consultation with legal counsel may be required, and EMDR therapy may be delayed if indicated.
21.6 Voluntary Participation
Engagement in EMDR therapy is voluntary.
Clients may stop EMDR therapy or pause reprocessing at any time.
21.7 Documentation and Confidentiality
Readiness checklists, EMDR therapy session notes, and progress outcomes are recorded confidentially in the digital clinical file.
Confidentiality applies except where disclosure is required by law or safety concerns.
Agreement to Psychological Services – ACC Clients
Dr JC Coetzee, Clinical Psychologist
MA (Clin. Psych), PhD (Psych), MNZCCP
ACC-Registered Provider (ACC Provider No. 21EJUF)
New Zealand Psychologist Board Registration NR: 90-07323
1. Purpose of this Agreement
This agreement outlines the terms, conditions, rights, and responsibilities governing psychological and EMDR therapy provided by Dr JC Coetzee (“the Psychologist”) under ACC funding. This agreement should be read with the Terms and Conditions of Service of Service by Dr JC Coetzee (above).
This agreement explains how therapy works, the limits of confidentiality, expectations for engagement, ACC requirements, and how your information will be managed.
By signing, you confirm that you have read, understood, and agree to:
the Terms & Conditions of Service
the Privacy Policy
both available at www.drjccoetzee.nz, and to the full contents of this Agreement.
2. Your Rights Under ACC and New Zealand Law
You have the right to:
be treated with dignity, respect, and cultural safety
receive services that respect Te Tiriti o Waitangi
have your privacy protected
participate in decisions about your therapy
ask questions at any time
request a support person at sessions
decline or withdraw from treatment at any stage
make a complaint without fear of negative consequences
These rights are protected under:
ACC Claimants’ Code of Rights
Health and Disability Commissioner Code of Rights
Privacy Act 2020 and Health Information Privacy Code
NZ Psychologists Board Code of Ethics
NZCCP Standards for Clinical Psychologists
3. Confidentiality, Disclosure, and ACC Reporting Requirements
All sessions are confidential except where ethical, legal, or contractual obligations require disclosure.
Information will be shared with ACC when required for:
ACC may also provide relevant information from your claim file.
Written reports created under the Sensitive Claims contract are the property of ACC. You may request copies from ACC.
The Psychologist undertakes regular professional supervision with another registered psychologist. Your case may be discussed in a de-identified manner to ensure best-practice and ethical compliance.
4. Limits to Confidentiality
Confidentiality may be breached if:
you are at imminent risk of harming yourself or others
there are serious concerns for the safety of a child (Oranga Tamariki Act)
information is required by law (e.g., court order)
there is a serious and immediate risk to public safety
required under ACC contractual obligations (e.g., non-attendance reporting)
Where possible, you will be informed before information is shared, unless doing so increases risk.
5. Emergencies and Crisis Situations
Psychological therapy is not an emergency service.
If you are in crisis, unsafe, or experiencing suicidal or homicidal thoughts, you should immediately:
call 111
contact your local Mental Health Crisis Team
go to your nearest Emergency Department
inform your GP or psychiatrist (if applicable)
6. Appointments, Session Structure, and Engagement
Sessions last approximately 50–60 minutes.
Sessions may occur in person or online (Zoom or Bilateral Base).
Late arrivals do not extend the scheduled session time.
Consistent engagement in therapy is required for ACC-funded treatment to continue.
You may bring a support person with prior discussion.
7. Cancellation & Missed Appointment Policy (ACC Compliant)
You agree to provide at least 24 hours’ notice for cancellations or rescheduling.
Late cancellations / non-attendance
If you fail to attend a scheduled appointment without giving two (2) working days notice, the session will be recorded as a Did Not Attend (DNA) and reported to ACC.
Reasonable cause
Includes unexpected illness, accident, bereavement, or events outside your control.
ACC non-attendance rules you need to know
Pre-Cover (before formal acceptance of the claim):
Post-Cover (within Tailored Support to Wellbeing Packages A or B):
Beyond these limits, ACC will not pay for missed sessions.
The practice will inform you of how many DNA sessions you have used after each recorded DNA session.
If you exceed ACC’s non-attendance allowance
You will be charged directly at the full private session rate of $245,
Your treatment may be paused or discontinued, and
ACC must be notified.
Treatment will only continue once you have settled the outstanding amount for missed sessions.
Termination of Services
The Psychologist may terminate services if the DNA limits are reached or attendance becomes inconsistent with safe or effective treatment.
Booking Responsibility
Appointments are scheduled through the Zanda Health Portal. Reminder texts/emails are a courtesy, not a guarantee.
8. Funding, Fees, and Private Services
ACC covers approved treatment sessions in full.
Late cancellations or DNAs must be reported to ACC.
Services not covered by ACC (e.g., medico-legal letters, non-ACC reports) require separate arrangements and may incur private fees.
9. Communication & Administrative Boundaries
Use email, text, or portal messages for administrative matters only.
Clinical issues must be discussed in session.
Messages are monitored Monday–Friday, 9:00 AM–3:00 PM.
10. Recording of Sessions
On occasion, sessions may be audio-recorded for:
clinical note accuracy
supervision
quality assurance
If you do not consent, please inform the Psychologist at the start of the session. Recordings are stored securely in line with the Health Information Privacy Code 2020.
11. Privacy, Data Storage, and Your Records
Your information is stored in compliance with:
Records are kept for at least 10 years after your last session and then securely destroyed.
You may request access to, or correction of, your records by contacting:
admin@drjccoetzee.nz
Only information necessary for coordinated, ethical care is collected or retained.
12. Therapeutic Process, Responsibilities, and Treatment Planning
Therapy is a collaborative process requiring:
participation in treatment planning
readiness and engagement with treatment tasks
attendance at scheduled sessions
providing accurate and relevant information
Therapeutic progress depends on active engagement and various personal factors. While evidence-based methods are used, specific outcomes cannot be guaranteed.
13. Cultural Safety & Te Tiriti Commitment
Services will be delivered with:
cultural respect
safety and responsiveness
acknowledgment of Te Tiriti o Waitangi
openness to feedback regarding cultural needs
support to access culturally appropriate services where needed
14. ACC Provider Obligations & Reporting
The Psychologist must comply with ACC requirements including:
maintaining accurate clinical documentation
providing treatment plans and progress reports
reporting DNAs and risk issues
collaborating with ACC Recovery Partners
supporting transitions or service transfers when appropriate
participating in audits or reviews as required by ACC
Treatment will follow the structure of the Sensitive Claims Service Schedule.
15. Complaints, Feedback, and Dispute Resolution
You may:
raise concerns directly with Dr Coetzee
contact the Health and Disability Commissioner
contact the New Zealand Psychologists Board
contact ACC directly regarding your rights under your claim
All complaints will be managed respectfully and without prejudice to your care.
16. Agreement & Consent to Psychological Services
By signing below, you confirm that:
You have read and understood this Agreement and the Terms & Conditions of Service.
You understand your rights, obligations, privacy protections, and limits to confidentiality.
You understand non-attendance expectations and ACC reporting requirements.
You consent to receiving psychological and EMDR therapy under your ACC claim.
You consent to necessary information sharing with ACC for treatment and reporting purposes.