Frequently Asked Questions

About Counselling

  • Counselling is a form of talk therapy. It offers a safe, non-judgemental and supportive space where you or your loved ones can meet with a trained professional to talk about the issues or problems you face — they may be things you find difficult to talk to other people about.

    Your counsellor will draw on tools and techniques to help you move through the feelings, behaviours, thoughts, or situations you are experiencing. It can help to provide new perspectives on your situations and provide you with tools to help navigate future experiences.

    Together with your counsellor, you’ll identify the desired outcomes you want to achieve and develop strategies to overcome obstacles and personal challenges, so you can get back to being you.

  • Deciding to see a Counsellor is a personal decision and reasons will vary for everyone.

    Below are some examples that may be an indicator that it’s time to reach out for help:

    • Not feeling like ‘yourself’; feeling more irritable than usual; feeling that you are not coping with ‘life’; feeling constantly angry, sullen, withdrawn, weepy, or sad.

    • When life circumstances become unacceptable or intolerable to you.

    • When you feel unable to manage your relationships.

    • When you don’t feel like you are coping with a change or trauma in your life.

  • Telling people you trust that you are seeing a counsellor can be challenging sometimes. However, it may help them understand any changes you are making and why you are approaching things a certain way. It is often helpful to have someone to share and reflect on your experiences with.

  • Your privacy is important to us. Northspan Wellbeing is committed to protecting your personal information in accordance with the Privacy Act 2020. Please read our Privacy Policy for more information.

    Counselling is a confidential process. Your counsellor will discuss this with you at your first appointment — including when we may need to extend confidentiality to support you or someone else’s care and safety.

Making Appointments

  • Our process for appointment scheduling is designed to ensure you receive the support you need as soon as possible. To make an appointment:

    1. Fill out our appointment form.

    2. Our Triage Team will review your referral to recommend the counsellor(s) who are most suitable to support you. If required, one of our Triage Team members will contact you as part of the triage process.

    3. Our Admin Team will follow up to book your first appointment.

    All subsequent appointments can be booked with our admin team directly after your counselling sessions.

  • Yes. Your session can be held online—this can be particularly helpful when you a feeling a little unwell or are short on time.

    For an online session, you will need access to either a computer, mobile phone, or tablet with a camera, microphone, and a good internet connection. You will also need a private place to talk.

  • We aim to call you to book your first appointment no later than 5 working days after you first submitted your application form.

    Please note that sometimes, your preferred counsellor may have a full caseload. In this case, we will recommend an alternative counsellor.

Counselling Sessions

  • This will depend on you! For some people, 4-6 sessions are enough to address the challenges they are trying to work through. Others may see the benefit in continuing their sessions for longer. Your counsellor will work with you to decide what is best for you.

  • Yes, your emotional wellbeing is our primary focus. If you feel like you have had enough sessions or you wish to stop your counselling at any stage, the best thing to do is to discuss this with your counsellor.

    If you wish to cancel an upcoming session, please do so as soon as possible.

    Please see our cancellation policy to view our late cancellation fees.

  • Our counselling fees are structured by counselling type (i.e. Individual vs Couples Counselling) and session length.

    Please see our Counselling Fees page for a full breakdown.

About Wingspan Trust

  • Wingspan Trust is our charitable partner. Previously called “Home & Family Counselling”, the organisation was founded in 1893 and has been supporting Aucklanders for over 130 years.

    Wingspan provides affordable short to medium-term counselling services. They ask for a voluntary contribution towards the cost of counselling sessions, ensuring everyone can access support—no matter their financial circumstances.

  • Northspan Wellbeing is a social enterprise. All profits from Northspan go to our charitable partner, Wingspan Trust, which provides professional counselling to people and families/whānau in Tāmaki Makaurau.

  • Yes, anyone can apply for an appointment at Wingspan Trust.

    Please note that our waitlist is 6-8 weeks, and we are limited to short to medium-term counselling (10 - 12 sessions per client).

    Wingspan is located on Upper Queen St in Auckland Central.