NZAPH Complaints Process

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1. Introduction to NZAPH

The New Zealand Association of Professional Hypnotherapists (NZAPH) serves as a leading body in maintaining high standards and fostering continuous development in the field of clinical hypnotherapy. Open to all hypnotherapists who meet the evolving criteria set by our organisation, NZAPH aims to unify and elevate professional practice in New Zealand.

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2. Our Commitment to You

At NZAPH, we are dedicated to delivering exceptional services consistently. Understanding that there may be occasions where our services or those of our members do not meet expectations, we have established a comprehensive Complaints Procedure. This process allows clients to express dissatisfaction and ensures accountability within our professional community.

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3. Relationships with Other Professional Organisations

NZAPH collaborates with a diverse range of professional hypnotherapy organisations, maintaining contact and sharing best practices. Should a complaint against a registered NZAPH therapist be substantiated, we may inform other relevant organisations, particularly if the therapist holds affiliations elsewhere. It is generally expected that professionals inform their respective organisations promptly upon receiving notice of a complaint.

Note: If a complaint is already lodged with another body where the therapist is registered, NZAPH will defer to that body’s decision and not proceed with a separate investigation.

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4. Definition of a Complaint

A complaint can be verbal or written and signifies dissatisfaction with either NZAPH’s conduct or the services provided by a registered therapist. Note that while verbal complaints are acknowledged, only written complaints will be formally addressed.

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5. Making a Complaint

Should you have concerns about NZAPH’s service or a registered therapist's conduct, we encourage raising the issue directly with the involved party first. Our aim is to resolve concerns swiftly and informally whenever possible.

For complaints against a registered therapist, initial contact with the therapist is advised. If unresolved, or if you choose to escalate the matter, complaints can be emailed to NZAPH at info@nzaph.com Please detail the complaint, referencing specific clauses from the NZAPH Code of Ethics, and include written consent to forward your complaint to the therapist for their response.

NZAPH is committed to handling complaints fairly, impartially, and with minimal stress for all parties. We maintain confidentiality throughout the process, using insights from complaints to enhance our services. All complaints are reviewed annually by the NZAPH Advisory Board.

Complaints must be filed within one year of the alleged incident. Note: Responses to NZAPH communications should be within 28 days, and we recommend sending correspondence via recorded delivery to avoid disputes over receipt.

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6. Investigation Process

Upon receiving a complaint, it will typically be referred to our Complaints Officer. The Registrar initially assesses the validity of the complaint in line with our ethical guidelines. No individual involved in the complaint will partake in its investigation.

Acknowledgement of the complaint will occur within ten working days. If deemed valid, you will receive:

• A copy of the NZAPH Code of Ethics.

• Contact details of the investigating officer.

• An estimated timeline for resolution.

The Complaints Officer prepares a report following the investigation, which is reviewed by the Registrar and potentially the NZAPH Advisory Board. Possible outcomes include:

• No action.

• Formal warning.

• Temporary suspension or removal from NZAPH registration.

You will be informed of any actions taken.

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7. Appeals Process

If dissatisfied with the outcome, you may request a review by an uninvolved Advisory Board member. Appeals must be lodged within 28 days of the decision. Our goal is to manage complaints flexibly and transparently, striving for a fair and prompt resolution.

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8. Important Notes

• Complaints are only reviewed from the directly affected party.

• Complainants must factually substantiate their case; suspicions or hearsay are insufficient.

• Complaints must pertain to ethical violations as per our Code of Ethics.

• Decisions by the Advisory Board are not legal opinions but are based on NZAPH’s ethical policies.​