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Privacy Policy
Family Heart Limited | New Zealand. Last updated 25 October 2026.
1. Introduction
At Family Heart Limited, we understand that privacy, confidentiality and trust are especially important when you are seeking support for yourself, your children or your family.
We are committed to treating your personal information with care, respect and sensitivity.
This Privacy Policy explains how Family Heart Limited ("Family Heart", "we", "our" or "us") collects, uses, stores, protects and discloses personal information when you visit our website, contact us or engage with our services.
Our privacy practices are intended to comply with the New Zealand Privacy Act 2020, including applicable amendments and Information Privacy Principles. Where our services fall within the definition of health services, the Health Information Privacy Code 2020, as amended, may also apply.
Our website is:
https://familyheart.co.nz/
This policy applies to personal information handled through our website and our services, subject to any additional privacy notices, professional confidentiality requirements or legal obligations that apply to particular services.
2. Who We Are
Family Heart Limited is a New Zealand registered company providing support services to individuals, parents, children and families.
Our services include:
- Supervised Contact
- Parenting Advice
- Mediation Services
- Court Support
- Psychology Services
- Coaching and Training
Contact information
Family Heart Limited
Postal address: 10 Vaucluse Avenue, Paraparaumu 5032, New Zealand
Phone: 022 106 1574
Email: admin@familyheart.co.nz
Website: https://familyheart.co.nz/
Privacy enquiries can be directed to the contact details above, marked for the attention of our Privacy Officer.
3. Our Privacy Commitments
Family Heart aims to:
- Collect only information reasonably necessary for a lawful purpose connected with our services.
- Explain why personal information is collected and how it may be used.
- Treat sensitive family, personal and health information with appropriate care.
- Protect personal information against unauthorised access, loss, misuse and disclosure.
- Limit access to personal information to people who have a legitimate reason to access it.
- Respect your legal rights to request access to and correction of your personal information.
- Retain personal information only for as long as required for lawful business, professional or legal purposes.
- Respond appropriately to privacy concerns, complaints and breaches.
4. Personal Information We May Collect
The information collected depends on how you interact with Family Heart and the services you request or receive.
4.1 Website and enquiry information
When you contact us through our website, email, telephone or another communication channel, we may collect:
- Your full name.
- Email address.
- Telephone number.
- The service you are interested in.
- Information included in your enquiry or message.
- Information you voluntarily provide to help us understand your circumstances.
Website enquiry information is provided voluntarily. However, if you do not provide sufficient contact information, we may be unable to respond to your enquiry.
4.2 Information relating to family support services
Where necessary for the services provided, we may collect information about:
- Family circumstances and relationships.
- Parenting and caregiving arrangements.
- Children and young people involved in a support service.
- Contact and visitation arrangements.
- Relevant family or court-related matters.
- Support needs, concerns and service preferences.
- Information required to assess whether a particular service is appropriate.
We will seek to limit collection to information that is reasonably necessary for the service or another lawful purpose.
4.3 Sensitive and health-related information
Some enquiries or services may involve sensitive information concerning personal wellbeing, mental health, family conflict, safety or other private circumstances.
Where Family Heart operates as a health agency or provides services covered by the Health Information Privacy Code 2020, applicable health privacy rules will govern that information.
Additional professional confidentiality and recordkeeping requirements may apply to certain services.
4.4 Website technical information
Depending on the website's configuration, information such as IP addresses, browser details, access times and technical request data may be processed by hosting, security or other website infrastructure.
Any analytics or marketing tracking used by Family Heart should be disclosed in this policy and any applicable cookie notice.
5. How We Collect Information
We generally collect personal information directly from you, including when you:
- Complete a website enquiry form.
- Contact us by phone or email.
- Request information about a service.
- Participate in consultations, meetings or service activities.
- Provide information relevant to the support you are seeking.
In some circumstances, information may be received from another person or organisation, including a parent, caregiver, professional, referral source or other party involved in a relevant matter.
We will collect information indirectly only where permitted by applicable law.
Where Information Privacy Principle 3A or Health Information Privacy Code Rule 3A applies, we will take reasonable steps to notify the person concerned about the collection, its purpose and other required matters, unless a lawful exception applies.
In matters involving children, safety or legal proceedings, notification and information-sharing decisions will take account of applicable legal requirements and relevant circumstances.
6. Why We Collect and Use Personal Information
Family Heart may use personal information for lawful purposes connected with its activities, including:
- Responding to enquiries and requests for information.
- Communicating about appointments, services and support arrangements.
- Understanding a person's circumstances and service requirements.
- Assessing the suitability of a requested service.
- Delivering and administering agreed services.
- Maintaining necessary service and communication records.
- Supporting appropriate safeguarding and safety processes.
- Managing administrative and operational requirements.
- Meeting professional, regulatory and legal obligations.
- Responding to complaints and privacy requests.
- Maintaining the security and reliability of our website.
We will not use personal information for unrelated purposes unless permitted by law or appropriately authorised.
7. Children's and Young People's Privacy
We recognise the importance of protecting the privacy, dignity, safety and wellbeing of children and young people.
Where information concerning a child or young person is collected, Family Heart will take particular care to ensure the collection is lawful, fair, necessary and appropriate to the circumstances.
We will consider relevant factors such as the child's age, maturity, capacity, safety, the nature of the information and any applicable legal arrangements.
Information about children will not automatically be disclosed to a parent, caregiver or another person merely because of their relationship with the child.
Requests for access or disclosure will be assessed in accordance with applicable privacy law, authority, professional obligations and safety considerations.
8. Confidentiality and Disclosure
Family Heart recognises that families may share highly personal information when seeking support.
We will not disclose personal information to another person or organisation except where disclosure is authorised or permitted under applicable law.
Depending on the circumstances, lawful disclosures may include sharing information:
- With an authorised service provider or professional involved in delivering relevant services.
- With a person or organisation where the individual concerned has authorised the disclosure.
- Where disclosure is required or authorised by legislation, a court order or another lawful process.
- Where disclosure is necessary to prevent or lessen a serious threat to health, safety or life, in accordance with applicable law.
- With technology or administrative service providers acting on our behalf, subject to appropriate privacy and security safeguards.
Disclosure of health information is subject to the applicable Health Information Privacy Code requirements.
We do not sell personal information.
9. Information Relating to Mediation, Court Support and Supervised Contact
Information collected in connection with mediation, court support or supervised contact may be subject to additional confidentiality requirements, service agreements, court directions or legal obligations.
The handling of records, reports, communications and information about different parties will depend on the particular service and legal circumstances.
Confidentiality is important, but it is not absolute. We will explain any material service-specific confidentiality limitations where relevant.
Nothing in this policy overrides applicable legal obligations, lawful court orders or professional duties.
10. Storage and Security of Personal Information
Family Heart is committed to taking reasonable safeguards to protect personal information against loss, unauthorised access, misuse, modification and disclosure.
Safeguards may include, as appropriate:
- Restricting access to authorised personnel.
- Using suitable access controls and authentication.
- Maintaining appropriate security of email, website and information systems.
- Protecting confidential documents and records.
- Reviewing information access and retention practices.
- Taking appropriate action when a suspected privacy or security incident is identified.
Website enquiries may be transmitted through email and processed by website service providers.
No internet-based communication or electronic storage system can be guaranteed to be completely secure.
We encourage you not to include unnecessary sensitive information in an initial website enquiry. Where appropriate, we can discuss a more suitable way to provide confidential information.
11. How Long We Keep Information
Family Heart will not retain personal information for longer than is necessary for a lawful purpose, subject to applicable legal, professional, contractual and recordkeeping obligations.
Retention periods may differ according to the type of information and service.
Where health-record retention requirements apply, information will be retained in accordance with the relevant legislation, including the Health (Retention of Health Information) Regulations 1996 where applicable.
When information is no longer required, we will take reasonable steps to securely delete, destroy or de-identify it, as appropriate.
12. Website Enquiry Forms and Email Communications
When you submit an enquiry through our website, we use the information provided to review and respond to your request.
The enquiry form may request your name, email address, telephone number, service of interest and message.
Website enquiries are intended as an initial contact method, rather than a secure channel for detailed confidential reports or sensitive supporting documents.
Please provide only the information reasonably necessary for us to understand and respond to your enquiry.
If an enquiry raises an immediate safety concern, website messaging should not be relied upon as an emergency-response service.
13. Cookies, Analytics and Website Technologies
Our website may use technical cookies or similar technologies necessary for website functionality, security or performance.
If Family Heart uses website analytics, advertising technologies or other non-essential tracking services, we will describe their purposes and relevant data handling in this policy and provide any additional privacy notices or choices required by applicable law.
We will review this section when website tracking technologies are introduced or changed.
14. Third-Party Service Providers
Family Heart may engage third-party service providers for activities such as website hosting, technical maintenance, email delivery or other operational functions.
Where providers process personal information on our behalf, we will take reasonable steps to ensure appropriate confidentiality and security arrangements are in place.
Where personal information is disclosed to a person or organisation outside New Zealand, Family Heart will comply with the applicable overseas disclosure requirements of the Privacy Act 2020 or Health Information Privacy Code 2020.
The use of overseas infrastructure or cloud processing will be assessed according to the actual legal and operational arrangements involved.
15. Access to Your Personal Information
Under New Zealand privacy law, you generally have the right to request access to personal information held about you.
To make a request, please contact:
admin@familyheart.co.nz
We may need to verify your identity or authority before releasing personal information.
Requests will be handled within the timeframes required by applicable law, subject to any lawful grounds for withholding information.
Where an access request involves another person's privacy, a child's information, court-related matters or sensitive records, additional considerations may apply.
16. Correction of Personal Information
You may request correction of personal information held about you if you believe it is inaccurate, incomplete, out of date or misleading.
We will consider the request and take reasonable steps required by applicable law.
If a requested correction is not made, you may have the right to have a statement of correction attached to the relevant information.
Requests can be sent to:
admin@familyheart.co.nz
17. Privacy Breaches
Family Heart takes suspected privacy breaches seriously.
If a privacy breach occurs, we will assess the circumstances, take appropriate steps to contain the incident and reduce potential harm, and determine our notification obligations.
Where a breach meets the legal threshold for notification, we will notify the New Zealand Privacy Commissioner as soon as practicable and notify affected individuals where required by law.
We will also review the incident to determine whether improvements are needed to reduce the risk of recurrence.
18. Your Privacy Choices
You may contact us to:
- Ask how your personal information is handled.
- Request access to personal information held about you.
- Request correction of inaccurate information.
- Raise a concern about how your information has been collected, used or disclosed.
- Discuss whether particular information is necessary for an enquiry or service.
- Ask about a relevant confidentiality or information-sharing arrangement.
Your choices may be subject to applicable legal obligations, service requirements and the rights of other individuals.
19. Privacy Complaints
If you have a privacy concern, we encourage you to contact Family Heart first so that we have an opportunity to investigate and respond.
Family Heart Limited
Email: admin@familyheart.co.nz
Phone: 022 106 1574
Postal address: 10 Vaucluse Avenue, Paraparaumu 5032, New Zealand
If you are dissatisfied with our response, you may contact the Office of the Privacy Commissioner.
Office of the Privacy Commissioner – New Zealand
Website: https://www.privacy.org.nz/
The Privacy Commissioner provides information about privacy rights and handles complaints under New Zealand privacy law.
20. External Website Links
Our website may contain links to third-party websites.
These websites operate independently and may have their own privacy policies and information-handling practices.
We encourage you to review the privacy policies of external websites before providing personal information.
21. Changes to This Privacy Policy
Family Heart may update this Privacy Policy to reflect changes in legislation, services, website functionality or information-handling practices.
When changes are made, the revised policy will be published on our website with an updated revision date.
Where additional notification is required by law, appropriate steps will be taken.
22. Contact Us
If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact:
Family Heart Limited
10 Vaucluse Avenue
Paraparaumu 5032
New Zealand
Phone: 022 106 1574
Email: admin@familyheart.co.nz
Website: https://familyheart.co.nz/
This Privacy Policy has been prepared with reference to New Zealand's Privacy Act 2020, applicable amendments, and the Health Information Privacy Code 2020 where relevant.