Questions & Resources

This section will hopefully answer any questions you may have. We have also included some useful links and  other resources for support outside of counselling

Frequently Asked  Questions

How many sessions will it take?

It depends on a number of factors including the complexity of the issue. Let’s start with one session and make sure you feel comfortable with your therapist. Then we can make a plan. Some people only need one or two sessions and others require ongoing  support. Checking progress is part of our process so we’ll talk about whether you’ve achieved what you needed or if there’s more you’d like to cover.

What does it cost?

You may be able to access funding through one of our many contracts – talk to us! And if you are not eligible for funding, we have Genoapay to help spread the cost.

What happens in a session?

We will talk about what you want to achieve, your view of the problem and how it’s affecting you, possible solutions or options and identify useful strengths and resources.

How do I choose the right therapist?

We can figure that out together when you phone or email. Check out the profiles of our therapists online. Recommendations from others can be helpful too. If we are not able to help you, we will be able to suggest other therapists.

How do I know if I need counselling?

See a counsellor if an issue is interrupting your life or relationships or is affecting your sleeping, eating or usual activities. Also, if you or your family or friends have noticed that your mood has changed in some way.

What sorts of issues do teenagers get help for?

Teenagers often come to counselling for help with anger, depression, anxiety or worries, bullying, self-harm, school issues, porn, coping with relationships or break ups, grief and loss, goal setting and decision-making.

How can men benefit from counselling?

Men often seek help regarding relationships – recovering from break-ups, communicating more effectively with partners, children and others, also work stress, depression, anger, anxiety and parenting issues.

What do women come to counselling for?

Women come to counselling for help with life and relationship changes – partners, children, work, also depression, anxiety, grief, anger, recovery from abuse or rebuilding confidence and strength.

Why do families come for counselling?

Families might want help with appropriate family rules and expectations, fair discipline and consequences, dealing with anger, adjusting to teenagers, managing tricky or strong-willed kids, developing a healthy blended family or better communication.

Where are my session notes kept?

Any session notes made by the counsellor are kept locked away. You are entitled to see your notes which are records of what was said during a session.


Are there any exceptions to confidentiality?

Yes, if the Counsellor you are working with, has reason to believe you or another person is at serious imminent risk (life threatening situations or care and protection for minors), outside intervention may be sought – with or without consulting you first in line with our Code of Ethics.

Audits are carried out periodically by funding agencies to check that the work they pay us for is being carried out (in terms of appointments being kept and records maintained) – no session notes are reviewed in this process.


How do therapists maintain fitness to practice?

All our therapists undertake professional supervision to maintain fitness to practice in accordance with their relevant regulatory body such as  New Zealand Association of Counsellors (NZAC)  Supervision provides a process of managing our caseloads safely, learning new techniques, working through vicarious trauma and generally supporting the work we do.


How long is a counselling session?

A full session is usually 50 minutes. Some clients come in for 25 minute sessions if they are in a maintenance phase of therapy. Couple sessions usually take a bit longer. If an interpreter is present, sessions may also run a little longer.


I really need to see someone. Can I book an appointment now and sort funding out later?

Unfortunately, no. In order to book a session we either need

  • the GP referral through the PHO
  • our Youth Referral form completed (13 – 19 year old)
  • a quick phone chat with you to determine your ACC eligibility
  • a booking fee of $70 paid into bank account 01-0450-0460776-00

Talk to us – we are quickly able to identify funding you may be eligible for. And remember, we have Genoapay too.

I have young children and no childcare. Can I bring them to my session?

Ideally, children are not present in counselling sessions with you. However, if that is the only way you can come to counselling then please still come! It is more important to offer you some limited input and support, than nothing at all – we will need to workout the boundaries of what we can talk about in the presence of the children.

Resources & Support

Resources and support for young people

We encourage you to reach out and ask for help if you need it. There are a range of youth focused tools available online, via free text and by phone.


The Lowdown

Free text number 5626

The Lowdown is a website to help young New Zealanders recognise and understand depression or anxiety.


SPARX is an interactive self-help online tool that teaches young people skills to help combat depression and anxiety.

Aunty Dee

Aunty Dee is a free online tool for anyone who needs some help working through a problem. It doesn’t matter what the problem is, you can use Aunty Dee to help you work it through.


Need to talk? Free call or text 1737 any time to talk to a trained counsellor.


Youthline – 0800 376 633, free text 234 or email or online chat.

What’s Up  – 0800 942 8787, (for 5–18 year olds). Phone counselling is available Monday to Friday, 1pm–10pm and weekends, 3pm–10pm. Online chat is available 7pm–10pm daily.


Mental health crisis services can be accessed by calling the phone number relevant to where you live.

If someone needs urgent help, do not hesitate to call the crisis service, or in a life-threatening situation, call 111 immediately.


Resources and support for all ages – Free text number 4202

This website helps New Zealanders recognise and understand depression and anxiety. This website is part of a national public health programme, the National Depression Initiative. It includes The Journal – an online self-help programme.

Like Minds, Like Mine

Like Minds, Like Mine is a national anti-stigma campaign. The aim of this programme is to increase social inclusion and to reduce stigma and discrimination towards people with experience of mental illness.



Need to talk? Free call or text 1737 any time.

Talk to a trained counsellor or call:

Healthline – 0800 611 116 – to get help from a registered nurse 24/7.

Lifeline – 0800 543 354

Samaritans – 0800 726 666

Mental health services

Most people will be referred to mental health services through their GP or family doctor. Mental health services in the community are funded through District Health Boards (DHBs)


National services and initiatives contributing to preventing suicide

We Love Books!

We receive 5% of every purchase made through our  Fishpond Link

Every now and then we discover a great book, or one of our clients recommends one. This is where we can share these with you.  We are a member of the Fishpond affiliated program. This means that every time a book is purchased through our Fishpond link, you pay the same price, and HEART receive a 5% fee which goes into our discretionary fund. The purpose of the discretionary fund is to subsidise counselling for people that do not meet funding criteria and cannot afford private therapy, so thank you!