Client Service Agreements: Guidance for Veterinary Businesses (working document)

about this guidance this guidance helps veterinary businesses understand what should be included in an agreement with clients when accepting animals under their care it supports compliance with the vet council's code of professional conduct (code), which from april 2026 requires veterinarians to document the agreement to provide veterinary services to a client's animals (code, section 2 4) a documented client service agreement, sometimes called terms of service (tos) or terms of trade, is the formal record of that relationship it sets out the services the practice will provide, what the client can expect, and what happens in an emergency it protects both the client and the practice this practice guidance is our interpretation of how legal and professional requirements apply in this situation it is designed to help veterinary businesses deal with a common issue, using judgement to apply the advice to their own situation practices may approach this differently provided their approach complies with the code and relevant new zealand law an example client service agreement template accompanies this guidance and is available at hub vetcouncil org nz it follows the structure set out here, and each of its sections is cross referenced to the relevant section of this guidance the template is an example rather than a required form neither document is legal advice, and practices should have their own legal advisor review any agreement before issuing it — particularly the limitation of liability provisions discussed at section 8 what the code requires (section 2 4 — effective april 2026) when accepting animals into your care, you must document the agreement to provide veterinary services to the specified animal or animals confirm that the client has accepted the terms record that acceptance in the clinical record the code does not require a signature subsection 2 1 sets out the ways you can confirm acceptance the agreement should include a description of the services provided emergency and after hours care arrangements, or a named alternative practice an expiry clause care responsibility ends if the animals are not seen within the specified period provision for annual review, or review on material change a dispute and termination clause for production animal practices the person in charge of the animals and those responsible for animal treatments, a description of the farm business and property, stock types and numbers, rvm treatment policies, an undertaking that all people administering rvms will be appropriately trained, disclosure of other veterinarians providing services to the farm and whether the farm is under the care of more than one veterinary business, and where it is, consent for information about authorised treatments to be shared between them the code requirement reflects right touch regulation principles the risk being addressed is the potential for harm to animal welfare, clients, and public trust that arises when the responsibilities of a veterinary practice, and the expectations of a client, are unclear clear, documented service agreements are a proportionate, targeted, and low burden means of addressing that risk they support compliance rather than creating unnecessary administrative overhead, and the content required mirrors good commercial and professional practice already common across the sector 1\ description of services \ principle \ \ what it covers \ \ why it matters \ be clear about what you do, and what you do not do your tos should describe the types of veterinary service you provide (for example companion animal general practice, equine services, farm animal services, specialist referral services) it should also note any significant limitations — for example, if you provide a specific and limited range of services only clients need to know what they are signing up for clarity about your service scope reduces complaints and sets appropriate expectations it also matters for determining who is responsible for emergency cover and rvm authorisation your description should cover the species and types of animal/s you see the nature of the services offered (for example consultations, diagnostics, surgery, preventive care, authorisation and supply of restricted veterinary medicines (rvms)) whether you are a general veterinary practice (gvp) or provide a specific and limited range of services (for example specialist, house call euthanasia, equine dentistry) the physical location or locations from which services are delivered any ongoing programme the agreement covers, such as an annual herd health programme or a wellness plan example 'we provide general companion animal veterinary services from our clinic at \[address] we see dogs, cats, and small animals we do not provide large animal or equine services ' 2\ agreement to accept animals into care \ principle \ \ what it covers \ \ why it matters \ document when a veterinary relationship begins your tos should record that the client has requested, and the practice has accepted, responsibility for the health and welfare of the client's animals, or a specified aspect of it this is the formal record of the veterinary client patient relationship this establishes legal and professional clarity about who is responsible for the animals' care without it, there is ambiguity about emergency obligations, rvm authorisation rights, and continuity of care responsibilities your tos should include a statement that the practice accepts the client's animals into its care from the date of the agreement for example from the date of the first consultation the animals or classes of animal covered for production animal practices this means the farm name, the person in charge of the animals, the property, and stock types and numbers identifying animals by reference to the client account record is acceptable, and means a practice does not have to reissue the agreement every time a client acquires or loses an animal an expiry clause specifying that care responsibility lapses if the animals have not been seen within a defined period (for example 24 months) unless renewed a provision for annual review, or review when there is a material change in the client's animals or circumstances example 'by using our services you are requesting that \[practice name] accepts your animals into our care this agreement applies to the animals described below, or listed under your client account record, and will remain in effect while your animals continue to be seen by us and for \[12/24] months from your most recent visit we will contact you to review this agreement annually ' 2 1 confirming and recording acceptance \ principle \ \ what it covers \ \ why it matters \ record that the client has accepted your terms a signature is one way, not the only way your practice needs a process that gives the client the terms, gives them a fair opportunity to read them, captures their acceptance, and records that acceptance in the clinical record the code does not prescribe the format the purpose is transparency about what the practice offers, not a legal formality at the front desk a process the practice can apply consistently and evidence afterwards meets the code a signed form that nobody can locate later does not the vet council has changed the expectation from a signed agreement to a record that the client accepts the practice's terms of service the requirement is not intended to create friction at the point of client contact, and it does not mean producing a complex legal document for every walk in consultation it is comparable to the agreements clients already encounter when they register with a gp, engage a lawyer or accountant, or join a library ways to confirm acceptance the vet council recommends a practical, layered approach most practices will use more than one of these, depending on how the client first makes contact \ method \ \ how it works \ \ what to keep \ advance notice with acceptance by attendance send your terms when the client books, and include a clause stating that attending the appointment constitutes acceptance of the terms of service the record that the terms were sent, and when electronic registration form a registration form with a link to your terms and a tick box for acceptance, or an electronic signature the completed form, with the date and the version of the terms accepted this may be useful for new clients joining the practice signature the client signs a paper or electronic copy still available and appropriate where the practice prefers it, or for terms that materially limit liability the signed document, with a note of it in the clinical record verbal acceptance recorded at the time the client confirms acceptance in conversation and the practice records it immediately a contemporaneous clinical record note giving the date, who confirmed it, and which staff member took it whichever methods you use, publish your terms of service and your privacy policy on your practice website so clients can read them at any time, and make a printed copy available at reception for clients who do not use the internet what to record this is the part most likely to be missed the code requires the acceptance itself to be recorded in the clinical record, not merely that a form exists somewhere record that the client accepted the terms the date the method — for example, signed, accepted online, accepted by attendance after terms were sent, or confirmed verbally which version of your terms was accepted who confirmed it, where a staff member took a verbal confirmation recording the version matters when you update your terms, you need to be able to establish which version a given client accepted, and when emergency presentations where an animal is presented as an emergency, e g a horse needing a stitch up called in out of hours, the terms can be treated as accepted, and the formal documentation completed after the service has been delivered the emergency care obligation applies whether or not the animal has previously been registered as a client, and nothing about the acceptance process should delay treatment procedure specific consent is separate informed consent for a particular procedure is a separate process from acceptance of your terms of service, and it does not need to be bundled into them keep using a procedure specific consent form where a clinical procedure requires one each consent form should include a reference or link to your terms of service, so the client can see how the two relate worked examples \ situation \ \ how acceptance works \ a new client books a vaccination appointment online the booking confirmation includes a link to your terms and states that attending constitutes acceptance the client attends you note in the clinical record that the terms were sent on the booking date, the version, and that the client attended and accepted them a new client walks in without an appointment reception gives the client a copy of the terms, or the one page summary, and asks them to confirm acceptance on the registration form the form and date go in the clinical record a new client brings a dog in to try out the clinic and has not decided whether to stay your terms and privacy policy apply from the first interaction the agreement can reflect a single consultation basis be aware that the consultation still creates an obligation to be available for ongoing and emergency care if the client seeks it, so record what was agreed a dairy client asks you to treat seven lame cows as a trial before deciding whether to register the usual rules apply you act as the gvp for that consultation seek consent to share records, contact the existing gvp with the client's permission, and document the arrangement — including that the client accepted your terms for that work an after hours emergency from a client you have never seen treat the animal terms are treated as accepted complete the documentation and the clinical record note afterwards an existing client of fifteen years who has never seen written terms provide the terms at the next consultation, vaccination visit, or rvm review, and record acceptance then see subsection 2 2 2 2 existing clients and implementation implementation is prospective, not retrospective you do not need to contact your entire client base existing clients can be brought into compliance at the next reasonable opportunity — the next consultation, vaccination visit, or rvm review implementation is expected to be progressive, taking up to 12 months from the april 2026 code changes coming into effect a practical sequence for most practices get your terms of service, privacy policy, and rvm authorisation documents into shape first there is no benefit in circulating documents you are still drafting apply the new process to new clients from the point your documents are ready bring existing clients across as they come through the door, rather than running a separate mailout for dairy clients, use the annual rvm consultation cycle existing authorisations that pre date the code changes can be updated at the next scheduled review do not wait for a complaint to discover a gap review your current terms of service, privacy policy, and rvm authorisation documents now, and raise questions with vet council or through your representative body early 2 3 clients who use more than one practice a documented agreement creates transparency about what your practice offers it does not tie the client to your practice clients retain the right to use more than one veterinarian, and to change veterinarian at any time where a client uses two practices at the same time, there is no hierarchy of agreements each practice's terms apply to the services that practice provides the code already sets out how veterinarians sharing the care of an animal should cooperate and communicate (code, section 3 1) your tos should not include terms that purport to make your practice the client's exclusive provider, or that penalise a client for seeking a second opinion 2 4 authorised agents animals are not always brought to the practice by their registered owner family members, farm staff, pet sitters, and neighbours commonly present animals on the owner's behalf a practice may accept instructions from a third party who presents themselves as the owner's authorised agent, and may reasonably rely on that person's self declaration of authority the practice is not required to independently verify that authority your tos should make clear that the practice will accept instructions from a third party who presents an animal on the registered owner's behalf, provided that person represents themselves as having authority to act for the owner the owner remains responsible for the animal's welfare and for any fees incurred, regardless of who presented the animal the practice reserves the right to decline to accept instructions from a third party where there is reason to doubt their authority, or where doing so would not be in the interests of the animal example 'we may accept instructions from a person who presents your animal on your behalf, provided they represent themselves as authorised to act for you you remain responsible for any fees incurred please advise us if there are people you do not wish to be accepted as acting on your behalf ' 3\ emergency and after hours care \ principle \ \ what it covers \ \ why it matters \ tell clients clearly what to do in an emergency your tos must explain what emergency and after hours veterinary services are available to clients, and how to access them this includes whether your practice provides its own after hours cover, shares cover with a nearby practice, or has an arrangement with a dedicated emergency clinic all veterinarians in clinical practice must make a continuous emergency provision available at all times (code, section 5 7) clients have a legal obligation to meet the welfare needs of their animals (animal welfare act 1999, s 11) informing clients of emergency arrangements helps them plan, and reduces the risk of animals suffering avoidable harm your tos should clearly state how clients should contact you or an after hours provider in an emergency the name and contact details of any after hours emergency clinic or shared service arrangement any limitations on emergency cover — for example, providers of a specific and limited range of services may cover only matters consulted on, or complications arising from procedures performed any species or service you do not cover after hours whether clients may need to travel to an alternative location for after hours care example 'after hours emergency care for animals under our care is provided by \[emergency clinic name], located at \[address], telephone \[number] if your animal requires urgent care outside our opening hours, please contact them directly our team will be notified and will follow up with you the next business day we do not provide after hours cover for horses — for equine emergencies please contact \[provider] on \[number] ' 3 1 providers of advanced services \ principle \ \ what it covers \ \ why it matters \ say what your emergency cover extends to, and who provides it if you provide advanced services, your tos should record that you are not the client's general veterinary practitioner (gvp) identify the gvp, define your emergency cover by reference to the matters you have consulted on and the rvms you have authorised, and state whether that cover is provided by you or by the gvp or another veterinary service provider by agreement section 5 12(3) requires emergency cover proportionate to the services you provide and the rvms you authorise that is a narrower obligation than the general one in section 5 7, and it can only be discharged by the gvp where the gvp or other veterinary service provider has agreed a tos that is silent leaves the client unsure who to call, and leaves you carrying an expectation you never agreed to advanced services are specialist or referral level services provided as a specific and limited range under code section 5 10 — for example equine dentistry, embryo transfer, orthopaedic surgery, or ophthalmology providers of advanced services are not gvps section 5 12 sets three conditions, and each of them shapes what your tos needs to say your emergency obligation is proportionate, not general under section 5 12(3), you must arrange 24 hour emergency cover proportionate to the services you provide and the rvms you authorise that cover must be provided by you, the gvp, or an alternative veterinary service provider where the gvp has agreed to provide it the agreement must be an actual one you cannot assume the gvp will pick it up, and your tos should not tell the client they will unless they have said so a gvp relationship is a precondition of the service under section 5 12(2) you may only provide the service after confirming the gvp's involvement and communicating directly with them about the service you are providing this includes access to existing patient records and the sharing of records relating to the treatment you provide if the client has no gvp, or declines consent to that contact and record sharing, the service must not be provided include this in your tos so it does not come as a surprise at the point of booking your rvm authorisation is limited, and your cover follows it section 5 12(1) limits you to authorising rvms for immediate use on the specific clinical matters you have consulted on, including rvms requiring special circumstances approval for the ongoing management of a specific condition you cannot authorise rvms for future supply, companion animal vaccines or other rvms not required for the matter consulted on, or rvms for dairy and beef cattle disease control programmes — milk quality including dry cow therapy, mobility, fertility, calf and heifer nutrition, nutrition, infectious disease control, and parasite management because your emergency cover is proportionate to what you authorise, its scope in practice is usually complications of the procedure you performed and adverse events, including failure to respond to the veterinary medicines you supplied what your tos should record that you provide advanced services, and that you are not the client's gvp the client's gvp, and the client's consent for you to contact them and exchange records in both directions what your emergency cover extends to — the matters consulted on and the rvms you authorised who provides that cover, and where it is the gvp, that the gvp has agreed the contact route and hours for emergency cover that you cannot provide the service if the client has no gvp, or declines consent example 'we provide \[equine dentistry] as an advanced service we are not your general veterinary practitioner, and we do not provide general veterinary care or general after hours cover before we can treat your animal, we need to confirm your general veterinary practitioner's involvement and your consent for us to exchange records with them if you do not have a general veterinary practitioner, or do not consent to this, we are unable to provide this service emergency cover for complications arising from procedures we perform, and for adverse events to medicines we supply, is available on \[number], \[hours] \[we provide this cover ourselves / \[gvp practice name] has agreed to provide this cover — contact them on \[number] ] for any other emergency, please contact your general veterinary practitioner ' getting the scope wrong in either direction too narrow a statement that you provide no emergency cover at all is not acceptable section 5 12(3) requires cover proportionate to your service, and a tos that disclaims it does not comply too broad wording that suggests general emergency availability may lead clients, and the vet council, to treat you as operating as a gvp — which brings the full section 5 7 obligation with it if you provide both general and advanced services section 5 10(5) permits a mixed model only on conditions, and the first of them is explicitly about documentation you must have explicit, written terms of service that make clear whether a client is receiving general veterinary services or an advanced service for advanced services clients, you must be able to demonstrate that, before providing services, you confirmed the client has a gvp, obtained consent to share information, and confirmed with that practice that the client has access to 24 hour emergency care for your general service clients, you must have arrangements for adequate emergency care at all times, including while you are unavailable providing advanced services two separate terms of service documents are the simplest way to meet this 4\ consent to examination and treatment \ principle \ \ what it covers \ \ why it matters \ acknowledge the inherent risks of veterinary care and the need for client consent your tos should acknowledge that veterinary procedures carry inherent risk, confirm your commitment to seeking informed consent before treatment, and include client authority for emergency treatment where the client cannot be contacted in time veterinarians must obtain informed consent before proceeding with treatment (code, section 2 2) the tos provides a standing authority for emergency treatment that protects animal welfare when time does not permit full consultation this is standard practice across the sector and well understood by clients your tos should include acknowledgement that veterinary procedures carry an inherent level of risk, including the possibility of complications or death confirmation that you will seek the client's informed consent before undertaking treatment wherever possible authority for the practice to proceed with treatment without prior consent where it is not possible to contact the client and treatment is necessary in the interests of the animal's welfare any limits the client wishes to set — treatments they do not want carried out, or a cost threshold above which the practice should contact them before proceeding — and confirmation that these will be recorded and respected how informed consent is documented — for example on a separate consent form at each visit, or by a clinical record note confirming that the procedure was discussed and agreed informed consent for specific treatments or procedures is a separate process and should be documented at the time of each consultation your tos provides the standing framework individual consent forms address specific procedures these are complementary, not interchangeable where you use a procedure specific consent form, include a reference or link to your terms of service on it example 'veterinary examination and treatment always carry some risk, including the risk of complications and, rarely, death before any procedure we will explain the likely benefits, the risks, alternatives, and estimated cost we will not proceed without your agreement if your animal needs urgent treatment to relieve pain or suffering and we cannot reach you in time to ask, you authorise us to provide the treatment that is reasonably necessary to protect its welfare we will try to contact you using the contact details you have given us, and we will tell you what we have done as soon as we can if there are treatments you do not want us to carry out, or a limit on what you want us to spend before we speak to you, please tell us, and we will record it on your file \[we record your consent for each procedure on a consent form at the time / we record in your animal's clinical record that the procedure, its risks, and the estimated cost were discussed and agreed with you ]' 5\ fees, estimates, and payment \ principle \ \ what it covers \ \ why it matters \ be transparent about how fees are set, estimated, and paid your tos should explain how fees are calculated, when payment is due, what payment methods are accepted, and what happens if accounts are overdue it should also make clear that estimates are not fixed quotes price transparency is part of good professional practice (code, section 4) clients need to understand their financial obligations before treatment clear payment terms reduce disputes, protect the practice's viability, and help clients plan for veterinary costs your tos should cover how fees are calculated — for example, time spent, complexity of treatment, hospitalisation, materials, and medicines used that estimates are indicative only, and the final cost may differ, including if unexpected complications arise or the scope of treatment changes whether the prices you quote are gst inclusive or gst exclusive when payment is due — for example at the time of service, or by the 20th of the following month for account holders accepted payment methods your deposit policy — for example that a deposit may be required before major procedures commence your policy on overdue accounts, including interest and debt recovery your returns and refunds policy for goods, noting that refrigerated goods or products where packaging has been breached generally cannot be returned for safety reasons practices serving production animal clients should also address arrangements for account holders, credit terms, and any rebate or purchasing scheme arrangements withholding services for non payment practices may suspend further services where there are outstanding amounts however, essential emergency treatment must not be withheld solely because of unpaid accounts animal welfare obligations take precedence (code, section 5 7 3) some practice tos documents in the sector include an exception for this — for example, '…except for the relief of pain and suffering ' inability to pay your tos should make clear what happens if a client cannot pay it should invite clients to raise financial concerns with practice staff before treatment commences wherever possible it must also confirm that emergency treatment to relieve pain and suffering will be provided regardless of a client's ability to pay this is not merely good practice — it is a requirement of the code (section 5 7 3) and reflects the fundamental ethical obligations of the profession a client's inability to pay does not transfer legal responsibility for the animal's welfare to the practice under the animal welfare act 1999, the owner or person in charge of an animal remains responsible for meeting its needs practices may wish to include a short statement to this effect example 'if you are unable to pay for treatment, please speak with a member of our team before treatment commences we will always provide emergency treatment to relieve pain and suffering, regardless of your ability to pay we may suspend non emergency services where there are outstanding unpaid amounts outstanding accounts may be referred to a debt collection agency ' deposits for major procedures, hospitalisation, and emergency admissions deposit requirements are particularly important to communicate clearly in advance of major procedures, overnight hospitalisation, and emergency admissions in these situations, fee estimates are often approximate, and treatment costs can increase as the clinical picture evolves your tos should make clear that a deposit may be required before major procedures or hospitalisations commence, and that the client's liability for the full cost of treatment continues regardless of the estimate given at admission appointment cancellation (optional) practices may wish to include a cancellation policy for booked appointments and surgical procedures late cancellations and non attendance affect other clients who need appointments and have a real cost to the practice a cancellation policy is commercially appropriate provided it is clearly communicated to clients in advance where a deposit has been paid for a procedure, the tos should specify when the deposit will and will not be refunded if the client cancels example 'if you need to cancel or postpone an appointment, please provide at least 24 hours' notice late cancellations or non attendance may incur a cancellation fee for surgical procedures where a deposit has been paid, the deposit will be refunded if we cancel the procedure, or if your animal is assessed as medically unsuitable to proceed on the day deposits may not be refunded if you cancel within \[48/72] hours of the scheduled procedure ' 6\ privacy and use of personal information \ principle \ \ what it covers \ \ why it matters \ explain how you collect, use, and protect personal information your tos or an accompanying privacy policy should set out what personal information you collect, why you collect it, how you use it, and how clients can access or correct their information veterinary practices are subject to the privacy act 2020 clients have rights regarding their personal information and must be informed of how it will be used this is both a legal obligation and an ethical one under the code (section 2 1 3) your privacy statement should address what personal information is collected — name, contact details, billing information, clinical information about animals why it is collected and how it will be used — service delivery, billing, credit assessment, legal compliance who it may be shared with — for example, referring veterinarians, insurers, and debt collection agencies, with appropriate consent or on lawful grounds how clients can access and correct personal information held about them, including their legal right to ask any business or organisation to correct information that is wrong, incomplete, or misleading how long the information is kept, and where it is stored your obligations under the privacy act 2020, including notification of notifiable privacy breaches a separate privacy policy, rather than embedding all detail in the tos, is an acceptable and often preferable approach, provided clients are directed to it and it is readily accessible publish it on your website alongside your terms of service in either case, your tos should reference your privacy obligations and the client's rights 7\ ownership of clinical records \ principle \ \ what it covers \ \ why it matters \ be clear about who owns clinical records, and how clients can access them your tos should state that clinical records, diagnostic images, and investigation results are owned by the practice it should also explain how clients can request copies, and how records will be transferred if they change practices ownership of clinical records is a common source of client confusion and complaint clarity in the tos helps clients understand their rights, sets appropriate expectations, and supports continuity of care when animals move to a new practice your tos should address that clinical records, including consultation notes, diagnostic images, radiographs, laboratory results, and other investigation records, are owned by the practice that clients have the right to request a copy of their animal's clinical records, and how to do so, noting that a reasonable fee may apply that records will be transferred promptly to another veterinary practice on the client's request, consistent with the practice's obligations under the code regarding continuity of care example 'clinical records relating to your animal's care, including consultation notes and diagnostic images, are owned by this practice you may request a copy of your animal's records at any time by contacting \[practice name/contact] a reasonable fee may apply if you are moving to another veterinary practice, we will transfer your animal's records promptly on your request ' 8\ limitation of liability \ principle \ \ what it covers \ \ why it matters \ set appropriate and lawful limits on liability for outcomes outside your control your tos should address the limits of the practice's liability for adverse outcomes, including unexpected complications of treatment, death of animals, or losses that arise indirectly from services provided veterinary services carry inherent risk that cannot always be eliminated limitation of liability clauses help manage commercial risk for the practice while ensuring clients understand this however, such clauses must operate within the boundaries of new zealand consumer protection law key considerations the consumer guarantees act 1993 provides statutory guarantees to consumers that cannot be fully excluded limitation clauses in tos documents do not override these rights for consumer, non business clients if clients are acquiring services for business purposes for example production animal farming veterinarians should seek independent legal advice on whether the consumer guarantees act may be excluded by agreement between the parties the fair trading act 1986 prohibits unfair contract terms in consumer and small trade contracts tos terms must not be misleading or deceptive liability for consequential loss for example loss of production or the value of prize animals is commonly limited or excluded, subject to the above any cap on liability should not exclude liability for negligence to the extent it causes direct physical harm take legal advice before using this section do not adopt limitation of liability wording, including the drafting in the example template, without your own legal advice the interaction between limitation clauses, the consumer guarantees act 1993, and the fair trading act 1986 unfair contract terms regime is complex and fact specific, and it matters whether a given client is a consumer or is acquiring services in trade your professional indemnity insurer may also have a view on wording that limits your liability this is the one section where the vet council recommends that practices do not simply adapt the drafting in the example template 9\ ending the relationship \ principle \ \ what it covers \ \ why it matters \ be clear about how the relationship can be ended by either party your tos should explain the circumstances in which either party may end the client practice relationship, and what happens when it ends veterinarians are not obliged to continue providing services to a client, provided animal welfare is not compromised (code, section 2 5) a clear termination clause reduces ambiguity and supports the management of difficult situations it also helps clients understand the need to register with another practice if they are leaving your tos should address the practice's right to end the relationship with reasonable notice, provided animal welfare is not compromised, including notification in writing the implications for any authorisation we have issued to named staff to hold or administer rvms withdrawing or updating that authorisation is the practice's responsibility, because the practice granted it the agreement should require the client to notify the practice promptly when any named person leaves or changes role the client's right to end the relationship at any time, noting that outstanding accounts remain payable what happens to ongoing treatment plans when the relationship ends for example referral to another practice, transfer of clinical records the practice's continuing obligation to provide emergency care for animal welfare, even after the relationship has ended, until the client has registered elsewhere the expiry clause for animals not seen within the specified period who is responsible for removing third party access when the relationship ends access the client controls online portals such as minda, account authorities, and authority given to agents are the client's to remove, and the agreement should ask the client to tell the practice when it ends so records stay accurate 10\ complaints and dispute resolution \ principle \ \ what it covers \ \ why it matters \ tell clients how to raise concerns and how disputes will be resolved your tos should set out a clear, accessible process for clients to raise concerns about services, and explain what happens if a dispute cannot be resolved informally a transparent complaints process supports trust in the practice and the profession it also demonstrates to clients that there is a path to resolution short of a formal complaint to the vet council the code expects veterinarians to respond to client concerns professionally and constructively your tos should invite clients to raise concerns with the attending veterinarian in the first instance identify a practice level contact, such as the practice manager or director, for unresolved concerns describe your formal dispute resolution process — for example, mediation before litigation reference the vet council as the body to which complaints about professional conduct may be made (www vetcouncil org nz) specify the timeframe for raising complaints about specific services or products — for example within 14 or 30 days of service example 'if you have a concern about any service we have provided, please speak with the attending veterinarian or our practice manager in the first instance if your concern is not resolved, you can contact \[name/role] at \[contact details] in the event of a dispute that cannot be resolved through discussion, either party may initiate mediation you may also contact the veterinary council of new zealand at any time to raise concerns about professional conduct ' 11\ additional expectations for production animal practices practices providing veterinary services to production animal clients — dairy, beef, sheep, horses, deer, pigs — should include additional information in their client service agreements, reflecting the particular responsibilities that apply in this context farm and stock description the agreement should identify the farm business and the farm property where the animals usually live, the farm infrastructure including farm size, the types and approximate numbers of each class of stock to which the agreement applies, and the account holder's contact details including emergency contacts, the person in charge of the animals, and the people responsible for animal treatments other veterinarians providing services to the farm where other veterinarians or veterinary businesses are providing services to the same client's animals, or supplying or authorising rvms for them, for example for specialist services, reproduction, or nutrition consultancy etc, the agreement should record this ask the client to disclose it, and record the answer a blank field is not the same as a 'none' answer the client must also be asked whether the farm is under the care of more than one veterinary business where it is, the client must be asked to consent to information about authorised treatments being shared between the veterinarians this is expected to include information about the rvms already available to the farm, whether as existing stock or as an authorisation for future supply veterinarians who know that other practitioners are involved have responsibilities to communicate with them (code, section 3 1) rvm training and authorisation many production animal practices authorise farmers and named farm staff to hold and use restricted veterinary medicines for future use this is a routine and important part of how farm animal health is managed in new zealand it requires a veterinary authorisation to be in place, and the authorising veterinarian must be satisfied that the people using the medicines are competent to do so safely the formal mechanism is a written authorisation from the veterinarian that allows named farm staff to hold specified rvms and use them for defined purposes, on defined animals, according to the veterinarian's instructions, without a case specific consultation for each use these authorisations are typically issued as part of the annual herd health consultation and are a practical expression of the ongoing veterinary client relationship they give farmers the medicines and the knowledge to manage common, well understood conditions promptly, while keeping the veterinarian appropriately involved in monitoring, auditing, and advising periods of supply and periods of review are different things maximum periods of supply differ by product class 12 months for rvms for production animals and horses other than critically important antibiotics; four months for critically important antibiotics; six months for rvms for companion animals other than horses; and three months for prescription medicines separately, and regardless of the period of supply, the period of review for dairy cattle must be at least within the last six months for rvms authorised in anticipation of future use on dairy farms, this means reviewing the circumstances, the choice of rvm, and the treatment regime at least once every six months, usually involving an in person clinical assessment rvm use must be reconciled against records of use at least every six months the review is not an administrative sign off it requires the veterinarian to satisfy themselves that the health status of the animals, the choice of rvms, and the treatment regime remain appropriate, and to adjust the authorisation if they do not including these arrangements in the client service agreement records that the practice provides the service, names the authorised personnel, and confirms the client's responsibility to use medicines only as authorised two points to build into the agreement authorisations attach to named individuals, not to the farm entity the agreement should record who is authorised to administer each product, with a note confirming that suitable training has been undertaken and their competence has been verified the client must promptly notify the practice when there are staff changes in critical roles on the farm, so authorisations can be updated or withdrawn disease control programmes where the agreement covers ongoing disease control programmes — milk quality including dry cow therapy, mobility, fertility, calf and heifer nutrition, nutrition, infectious disease control, or parasite management — the agreement should record which practice has oversight of each programme single oversight of a programme matters because the veterinarian authorising medicines into it needs visibility of what has already been supplied this is not a restriction on the client's choice of veterinarian, which subsection 2 3 addresses; it is about two practices not authorising into the same programme without sight of each other where another practice oversees a programme, record that and communicate with them (code, section 3 1) before authorising, ask what authorisations and stocks of product are already on farm and when that stock expires the agreement is a practical place to confirm that you will do this at each review dry cow antibiotic therapy for dairy practices, it may be advisable for the client service agreement to address authorisation of dry cow antibiotic therapy (dcat) and internal teat sealants — the restricted veterinary medicines used at the end of lactation to treat udder infections and protect cows through the dry period from 1 january 2027, the vet council's updated statement on the authorisation of dry cow antibiotic therapy requires veterinarians to implement a selective approach to dry off treatment, with cow level justification for dcat rather than routine whole herd treatment, reflecting the profession's obligations around responsible antibiotic use and antimicrobial resistance the client service agreement is a practical place to record this service, confirm the practice's ongoing role in udder health, set out the client's responsibilities such as maintaining herd test records, and provide a transparent basis for discussing any change in approach ahead of 2027 biosecurity obligations new zealand's freedom from many serious animal diseases underpins the agricultural export economy veterinarians working on farms have legal obligations under the biosecurity act 1993 and the code (section 4 5) to report immediately any suspected notifiable or exotic disease to mpi if a veterinarian suspects such a disease, they must remain on the property, request that all movements on and off the property cease, and call the mpi exotic disease hotline (0800 80 99 66) without delay including biosecurity obligations in the client service agreement is a value addition for farm clients it gives them a clear, documented record of the practice's own on farm protocols — vehicle hygiene, footwear requirements, and how visits to multiple farms are managed — which demonstrates the practice's commitment to protecting the farm from disease introduction it also provides the client with a reference for their own obligations under the biosecurity act 1993 and applicable national pest management plans, such as the bovine tuberculosis programme administered by ospri 12\ renewal and review \ principle \ \ what it covers \ \ why it matters \ keep your agreements current your tos should explain when and how the agreement will be reviewed, and how changes will be communicated to clients client needs, practice services, and professional standards change over time regular review ensures agreements remain accurate and compliant proactive communication about changes to terms supports transparency and trust your tos should address the frequency of review — for example annually, or on material change to the services offered or to the client's animals how updated terms will be communicated to clients — for example posted on the practice website, sent by email, or presented at the next visit when updated terms take effect — for example on the date of next service, or a specified date after notice how you will record which version of your terms a client has accepted, so that this can be established later 13\ summary checklist for practices use this checklist to assess whether your client service agreement and your process cover the required elements the agreement \ ☐ \ \ element \ \ source \ ☐ description of services provided code s 2 4 ☐ identification of animals or classes of animals under care, or reference to the client account record code s 2 4 ☐ emergency and after hours care arrangements — own cover or a named provider code ss 2 4, 5 7 ☐ expiry clause — care lapses if animals are not seen within the specified period code s 2 4 ☐ annual review, or review on material change code s 2 4 ☐ dispute and termination clause code s 2 4 ☐ consent to treatment, including emergency authority code s 2 2 ☐ fee and payment terms, including whether prices are gst inclusive code s 4 ☐ privacy statement, or reference to a privacy policy privacy act 2020 ☐ limitation of liability, checked against the consumer guarantees act 1993 and the fair trading act 1986 cga 1993, fta 1986 ☐ returns and refunds policy for goods cga 1993 ☐ complaints process, and reference to vet council code s 2 1 ☐ authorised agents — who may present animals and accept treatment on the owner's behalf section 2 4 ☐ ownership of clinical records and client access rights section 7 ☐ inability to pay, including the emergency treatment carve out code s 5 7 3; awa 1999 ☐ removal of third party access when the relationship ends section 9 ☐ appointment cancellation policy (optional) section 5 ☐ policy on recording devices on practice premises (optional) privacy act 2020 your acceptance process \ ☐ \ \ element \ \ source \ ☐ clients are given the terms, and a fair opportunity to read them, before or at the point of service code s 2 4 ☐ terms of service and privacy policy are published on the practice website section 2 1 ☐ acceptance is confirmed by a method the practice applies consistently code s 2 4 ☐ acceptance is recorded in the clinical record — the fact, date, method, and version accepted code s 2 4 ☐ emergency presentations are documented after the service is delivered section 2 1 ☐ procedure specific consent forms reference the terms of service section 2 1 ☐ existing clients are being brought across at the next reasonable opportunity section 2 2 production animal practices \ ☐ \ \ element \ \ source \ ☐ farm business, property, farm size, and stock types and numbers code ss 2 4, 5 7 ☐ person in charge of the animals, and those responsible for animal treatments code s 2 4 ☐ disclosure of other veterinarians providing services to the farm, and whether the farm is under the care of more than one veterinary business code s 2 4 ☐ consent to share information about authorised treatments where more than one veterinary business is involved code s 2 4 ☐ undertaking that all people administering rvms will be appropriately trained code s 2 4; acvm act 1997 ☐ named individuals authorised to administer each product, with competence verified code s 6 3 ☐ client undertaking to notify staff changes in critical roles promptly section 11 ☐ rvm treatment policies code s 2 4 ☐ period of review for dairy cattle recorded, and no longer than six months code s 6 3 ☐ oversight of each disease control programme recorded section 11 ☐ dry cow therapy arrangements, and the january 2027 transition dcat statement ☐ biosecurity obligations, both the practice's and the client's biosecurity act 1993 14\ further guidance and resources the following vet council resources provide further detail on the topics covered in this guidance code of professional conduct (april 2026 edition) — particularly sections 2, 3 1, 5 7, and 6 under the care of a veterinarian what we are hearing from the profession under the care changes — quick reference cheat sheet guidance communicating emergency care and after hours services to clients guidance informed consent technical advice disclaimers and informed consent statement authorisation of dry cow antibiotic therapy — effective from 1 january 2027 example client service agreement template for questions about the application of the code to your practice, contact the vet council by emailing vet\@vetcouncil org nz