Privacy & Your Rights – Te Matatapu me Ō Tika

Privacy Policy & Client Rights

At Wāhine Safety Centre, your safety, dignity, and privacy are at the heart of everything we do. All clients engaging with our services have the following rights:

Your Rights as a Client

You have the right to be:

• Treated with dignity and respect.

• Listened to, believed, and heard without judgement.

• Contacted in a timely manner.

• Free from discrimination based on race, age, gender, religion, national origin, sexuality, disability, or marital status.

• Able to choose the services or programmes you or your children engage with.

• Able to ask questions and receive clear answers about any service.

• Fully involved in all plans, programmes, and services you take part in.

• Able to request changes to services or refuse them at any time.

• Provided with a case plan and safety plan tailored to your needs.

• Protected from any abuse (verbal, physical, sexual, emotional, or financial) from staff, advocates, or other service users.

• Supported to have a chosen support person present during visits or meetings.

• Able to make complaints safely, receive prompt responses, and not face mistreatment for raising concerns.

• Able to escalate a complaint to our national body (NCIWR) if you are not satisfied with our response.

• Able to request a copy of your file and documents we hold about you.

Privacy and Confidentiality

• All information you provide will be kept strictly confidential.

• Hard files are stored securely in locked cabinets and offices.

• Our national database is securely hosted, fully audited, and accessible only to authorised staff.

• Your identifiable information will never be released without your permission, unless it is necessary for your safety or the safety of your children (as required by law: Family Violence Act 2018 and Children, Young Persons and Their Families Act 1989).

• Information used for funding and statistical reporting is collected by the National Collective of Independent Women’s Refuges (NCIWR). This helps improve services across Aotearoa.

Informed Consent

• You will be asked to sign a consent form before we share personal information.

• The only exception is if sharing information is legally required for your safety or the safety of your children.

Access to Services

• All clients have the right to access any of our services if they meet service criteria.

• Referrals can be self-made, or made by another agency or advocate with your consent.

Service Plans

• You will be fully involved in creating your case and safety plans.

• Plans are tailored to your individual needs.

Referrals to Other Services

• You have the right to be referred to other agencies you wish to engage with.

• Referrals will always be made in consultation with you.

Refusing or Ending Services

• You can refuse any service at any time.

• You can end your engagement with Wāhine Safety Centre whenever you choose.

• When your case plan is complete and no further needs are identified, an exit interview will be held, and your file will be closed with your agreement.

Access to Records

You may request access to your information, or corrections/updates, at any time.

This excludes third-party information.

Requests should be made in writing via email or post:

• Email: [email protected]

• Email Manager: [email protected]

• Post: Manager, Wāhine Safety Centre, 37 Swanston Street, Tokoroa 3420

Complaints and Grievances

You have the right to:

• Make a complaint or grievance without fear of mistreatment.

• Have your complaint investigated promptly and fairly.

• Be informed of decisions made and challenge or appeal outcomes you disagree with.

• Request a copy of the complaints procedure (also available at our safe house and office).

When you complain, we will:

• Respond within 24 hours.

• Talk with you about what has happened.

• Keep you updated while we investigate.

• Transfer you to another advocate or another refuge if needed.

• Ensure your safety and dignity remain our priority at all times.

Contact options:

• Text: 027 262 7766

• Call or text: 021 724 055

• Email the Board Chair: [email protected]

• Email Manager: [email protected]

• National Office: Call 04 802 5078 or email [email protected]

Evaluation and Research

• You may be asked to take part in service evaluations.

• Participation is optional. You can decline without affecting your access to services.