Frequently Asked Questions

  • You can reach out for anything where you would value talking to a peer. Our support covers a wide range of personal and professional areas, including but not limited to: 

    Work & Career: Work pressures, fatigue, burnout, work/life balance, career options and transitions, workplace conflicts, assessment or check unease, and stress following an operational incident/event. 

    Personal Life: Relationship issues, family challenges, financial pressures, life stressors and changes, and bereavement. 

    Health & Wellbeing: Your psychological wellbeing, general health concerns, and aviation medical challenges.  

    Our trained volunteers are here to support you as a person, a pilot, a controller, or a flight service officer. They don't offer expert opinions, legal advice, or instant "fixes," but they are uniquely qualified because they are aviation professionals just like you. Backed by independent psychologists, they have advanced training in peer support and are here to listen, understand, and help you navigate an informed way forward. 

    When times get tough, figuring out the right path forward can feel overwhelming. PAN sticks with you every step of the way - helping you weigh your options, connect with the right people, and maintain control over your decisions and outcomes. 

  • Our peer support network is specifically for: 

    • Pilots (Commercial, General Aviation, and Flight Training Students) 

    • Air Traffic Controllers (Current ATCOs and Operational Trainees) 

    • Flight Service Officers (Current FSOs and Operational Trainees) 

    Importantly, our support is open to those who currently hold an active New Zealand aviation licence and medical certificate, as well as individuals who are currently unable to exercise their privileges due to the very challenges they are reaching out to us for. 

  • Step 1: Reach Out 

    Call 0800 PAN 100 (0800 726 100) or Request a Callback

    Step 2: First Contact   

    One of our Peer Support Coordinators will get in touch to discuss how we can best support you. This is a great opportunity to ask any questions you have about PAN and how we operate.  

      

    Step 3: Peer Matching  

    Your case will be matched with the most suitable Peer Support Volunteer available. They will typically send a text first to arrange a convenient time for a phone call.  

      

    Step 4: Your Initial Call  

    This is a safe space to share your challenges in a confidential setting with a trained peer. You can share as much or as little as you want. At the end of the conversation, you will usually arrange a follow-up day and time together.  

      

     Step 5: Ongoing Support  

    Conversations will continue for as long as you need and want them. Every situation is unique. Some challenges may only take a couple of calls to work through, while other support relationships can continue for months or even years.  

      

    Step 6: Professional Referrals (if needed)  

    In certain cases, your peer may suggest a referral to one of our two in-house psychologists. These qualified professionals have vast experience in the aviation industry and operate under the exact same strict privacy and confidentiality framework as the rest of the programme. 

  • Yes. PAN is an independent Charitable Trust and is not a company or union service or programme. While PAN is supported by multiple stakeholders, it operates independently and has no reporting obligations to participating organisations at an individual level. 

    To support governance, quality, and industry-wide safety outcomes, PAN does share high-level, de-identified information at a committee and board level. This includes: 

    • Reviewing de-identified cases to identify trends and emerging concerns 

    • Evaluating the performance of Peer Support Volunteers (PSVs) and Coordinators 

    • Analysing peer contact data to understand workplace and industry trends 

    • Notifying participating organisations of relevant emerging trends at a system level 

    All information shared is strictly de-identified, and no personal details are disclosed. Anyone involved at a committee or board level, including representatives from participating organisations, must adhere to PAN’s strict Privacy, Confidentiality and Data Stewardship Policy. 

  • There are four distinct things that set PAN apart from standard employee assistance programmes: 

    True Aviation Insight: Many third-party support services lack an understanding of the highly specific pressures, terminology, and medical nuances of the aviation industry. Every PAN volunteer is an aviation professional who truly understands the unique demands of your job. 

    Not-for-Profit, Peer-Focused Care: Because PAN operates strictly as a not-for-profit organisation, we are free from commercial pressures and corporate bottom lines. Every decision we make, and every conversation we have, is guided solely by what is best for the individual seeking support. Our independence allows us to remain fully dedicated to the peer, ensuring our focus never wavers from providing genuine, agenda-free assistance. 

    Strictly Verbal: Standard support services often keep clinical notes. PAN Peer Support Volunteers take no notes or written records. Even if an employer or an external agency requests information (for example, following a serious incident), we have nothing to provide. 

    Industry Connections: Our deep industry insight means we know the exact systems, company structures, and key contacts to point you toward. If requested, we can help you figure out how to effectively communicate with management or navigate the appropriate industry channels.  

  • While both programmes are dedicated to supporting New Zealand aviation professionals, they serve distinct, complementary roles: 

    • Safe Haven is a medical and regulatory reporting pathway designed by the CAA, NZALPA, and the Safe Haven Board. It allows pilots and air traffic controllers to discuss potential health or medical concerns with specially trained Medical Examiners (MESHs) without standard obligations for immediate CAA disclosure - giving you greater control while navigating the aeromedical system. 

    • PAN (Peer Assistance Network) is a confidential, peer-based wellbeing service. We provide off-the-record support, practical perspective, and colleague-to-colleague assistance for everyday life pressures, workplace stress, or personal challenges. We do not assess, treat, or report on medical conditions - instead, PAN sticks with you every step of the way, helping you weigh your options, connect with the right people, and maintain control over your decisions and outcomes. 

    Why using PAN alongside Safe Haven is highly beneficial

    Medical considerations and personal wellbeing are deeply connected. While a Safe Haven focuses on the clinical and aeromedical aspects of your health, navigating medical reviews, uncertainty, or potential grounding can take a significant emotional toll.

    Engaging PAN while working through Safe Haven gives you the best of both worlds: 

    Off-the-Record Colleague Perspective: You have a peer who understands the operational pressures walking alongside you, completely independent of the medical system. 

    Preparation & Guidance: Your peer can help you talk through your concerns, prepare for discussions with your MESH, and process next steps without pressure. 

    Holistic Support: You don't have to carry the stress of a medical process alone - PAN ensures you have continuous personal support every step of the way. 

    Learn more about Safe Haven

  • No. Because we are a peer support network and not medical professionals, any contact you have with PAN is entirely off the record and not reportable to the CAA. If the PAN psychologists are involved there may be a requirement to report. This will be discussed in detail with you if required. 

    Navigating third-party reporting requirements can feel overwhelming. PAN recognises these complexities and provides practical, off-the-record assistance designed to protect your privacy while helping you figure out your next step. 

    The CAA are strong advocates for PAN; they actively endorse and promote the programme because they know its value. Engaging in early conversations through PAN often helps resolve or manage challenges before they ever escalate to a point where CAA involvement becomes necessary. 

  • Like most things, it is always better to talk to someone before things start to boil over. Things do not need to reach a crisis point before you contact us; in fact, the sooner you reach out, the better we can support you. 

    With that said, we know that life can occasionally feel especially tough and overwhelming and as a peer support network, that is exactly what we are here for. No matter where you are at, you are welcome to connect. 

  • No. How much you choose to disclose is entirely up to you. You are more than welcome to remain anonymous or use a nickname if that makes you feel more comfortable. 

  • Absolutely. You are more than welcome to make any specific compatibility or privacy requests when you speak to your allocated PAN Coordinator. 

    Because we have a large and highly diverse group of volunteers across the country, we have plenty of options to find a peer who feels safe and comfortable for you. If you already know of a specific PAN Peer Support Volunteer you would feel comfortable talking to, you are welcome to request them directly (or approach them yourself).

    Cases do not have to come via our website or 0800 number; they can also be initiated with a Peer Support Volunteer in person. Please note that while we will always do our best to accommodate your preferences, we cannot guarantee the immediate availability of a specific volunteer. 

  • Our support team is incredibly diverse, spanning a wide range of ages, career stages, and geographical locations across New Zealand. 

    Our volunteer network is currently made up of 10 Air Traffic Controllers and over 40 Pilots. Some of our younger volunteers are in the early flight-training stages of their aviation journey, while others are experienced captains with decades in the industry. 

    Having such a broad cross-section of the industry allows for precise peer matching and ultimately better support, ensuring we can effectively serve the entire New Zealand aviation community. Every single volunteer is carefully selected, vetted, and undergoes comprehensive training under the direct oversight of our independent PAN psychologists. 

  • If operational frustrations are getting you down to the extent that they are impacting your psychological wellbeing, we are here to support you. 

    Because PAN is a strictly confidential service, we will never provide feedback or report this to your employer. What we can do is support you through the personal stress it is causing and help direct you toward the appropriate channels where your operational concerns have the best chance of being heard. 

  • While it is always best for individuals to reach out to us directly, we understand that sometimes people are hesitant to do so, or they may temporarily lose perspective on how a situation is impacting their performance and those around them. 

    Immediate Safety Concerns: If you believe a colleague's situation poses an immediate safety risk, you are obliged to act directly through normal operational or company channels, as any aviation professional would. 

    Cumulative or "Slow Burning" Issues: If the situation feels more cumulative, or if you worry it might put a less experienced or assertive colleague in a difficult position, we highly encourage you to talk it through with PAN. 

    You do not need to give us any names. We can simply listen and help you figure out the best way to approach the situation. If you’ve read this and are still wondering whether or not you should reach out, please contact us anyway. That is exactly what we are here for. 

  • Distress is a very real, normal human reaction to difficult life events, and navigating it can sometimes impact your focus and professional performance. PAN recognises these operational risks and is here to help you mitigate them safely. 

    However, we do not view distress as an illness. 

    We take a grounded, practical approach to mental health. Rather than medicalising what you are going through or trying to diagnose you, our peer support model focuses on open, practical conversations. 

    When you connect with us, we don't ask "what is wrong with you?" Instead, we ask questions such as: 

    • What’s happened?  

    • How are you coping right now?  

    • What are the risks to your personal and professional life?  

    • What needs to get better?  

    • What does real support look like for you, and how can we help you get there? 

  • The PAN team includes two independent, in-house psychologists who have extensive experience within the aviation industry. They oversee all PAN training, provide supervision to our Peer Support Volunteers, and accept confidential referrals if an individual needs specialised psychological support. This professional care is provided at no cost to you. 

    As for the difference between the two professions: 

    Psychologists: Focus on regular professional support, talk therapy, and cognitive strategies to help you navigate stress, burnout, mental wellbeing, or life challenges. PAN has psychologists integrated directly into our network. When professional support outside of PAN is desirable, PAN psychologists can assist in negotiating the right professionals and their terms of reference in helping you. Once you have chosen to seek help by PAN we will stick with you. 

    Psychiatrists: Are medical doctors who specialise in mental health, can diagnose complex medical conditions, and primarily prescribe and manage medication. PAN does not have psychiatrists on staff, but our psychologists can help guide you if that level of medical care is ever required.  

  • With the exception of brief logistics such as sending a text to coordinate a time to speak, all PAN support is conducted via phone call or in-person. 

    This is to protect your privacy and security. Any communication captured in writing (like text messages, emails, or chat apps) creates a permanent record that could theoretically be discoverable. 

    While that is highly unlikely to happen, keeping our conversations verbal is a crucial part of our confidentiality policy to protect you and your career. We understand that phone calls might not be everyone’s preferred communication style, and we are actively exploring secure, encrypted messaging platforms for the future.  

  • While PAN is supported by multiple stakeholders, it operates independently and has no reporting obligations to participating organisations at an individual level. 

    To support governance, quality, and industry-wide safety outcomes, PAN does share high-level, de-identified information at a committee and board level. This includes: 

    • Reviewing de-identified cases to identify trends and emerging concerns 

    • Evaluating the performance of Peer Support Volunteers (PSVs) and Coordinators 

    • Analysing peer contact data to understand workplace and industry trends 

    • Notifying participating organisations of relevant emerging trends at a system level 

    All information shared is strictly de-identified, and no personal details are disclosed. Anyone involved at a committee or board level, including representatives from participating organisations, must adhere to PAN’s strict Privacy, Confidentiality and Data Stewardship Policy. 

  • We maintain the highest standards of data security and confidentiality for everyone in our network. Please refer to our Privacy Policy.

  • No. The service is 100% free for you to use. All costs, including any necessary referrals to our independent in-house psychologists, are entirely funded by our industry signatories and sponsors. There are no hidden fees. 

  • PAN is collectively funded by our participating industry partners and signatories through a proportional cost-sharing model. This collaborative funding structure ensures that PAN can operate as an entirely independent, industry-wide safety net. 

    Most importantly, the service is 100% free for individual users. All operational costs including initial coordinator chats, ongoing peer support, and any necessary professional referrals to our independent PAN psychologists are fully covered by these industry sponsorships. 

    Our current participating industry signatories include: 

    • NZALPA 

    • Air New Zealand  

    • Airways  

    • Jetconnect  

    • Air Freight  

    • Nelson Aviation College  

    • Admore Flying School   

    • Canterbury Aero Club  

    • Waikato Aviation  

  • Individual donations are deeply appreciated and directly fuel our mission. While our current funding is primarily provided through our valued signatory organisations, additional donations and a growing network of signatories allow us to significantly expand PAN NZ’s presence and reach across the entire New Zealand aviation community.

    As additional funding and new signatories allow, we plan to expand our footprint across the New Zealand aviation community by hosting industry-wide events and bringing in expert guest speakers. These initiatives will help normalise mental health conversations, deepen awareness, and build lasting resilience across every area of our industry.

    To make a contribution, click here for card payment or email us at support@pan.org.nz to arrange a bank transfer.

  • PAN NZ is governed by an independent Board of Trustees that provides strategic direction, financial oversight, and ensures the programme adheres to the highest standards of safety, confidentiality and integrity. 

    To ensure the trust remains balanced and representative of the entire New Zealand aviation community, our governing body is comprised of key representatives from across the industry: 

    Association Representatives: Trustees from the New Zealand Air Line Pilots’ Association (NZALPA) representing the interests of professional pilots and air traffic controllers. 

    Airline & Operator Management: Representatives from participating airlines and operational organisations who help coordinate industry integration and funding. 

    Clinical Specialists: Our independent, in-house psychologists sit on the panel to provide vital clinical governance, ensuring all peer-support frameworks and volunteer training programmes remain psychologically safe and effective. 

    This multi-stakeholder governance structure ensures that PAN remains entirely neutral and strictly independent from the internal management or disciplinary functions of any individual airline or regulatory body. 

  • PAN is a collaborative, multi-stakeholder programme designed for the entire New Zealand professional aviation community. The industry organisations that actively participate, fund, and endorse the programme include: 

    Associations & Regulators: New Zealand Air Line Pilots’ Association (NZALPA) and the Civil Aviation Authority (CAA). 

    Airlines & Operators: Air New Zealand, Airways, Jetconnect and Air Freight. 

    Flight Training Academies: Nelson Aviation College, Ardmore Flying School, Canterbury Aero Club, and Waikato Aviation. 

    You do not need to belong to one of these specific organisations to reach out to us. 

    PAN is an industry-wide safety net. As long as you are a professional Pilot, Air Traffic Controller, Flight Service Officer, or a student/trainee pursuing one of these specific frontline operational roles in New Zealand, our service is fully available to you. 

    Our funding and backing are proportionally shared by our industry sponsors specifically so that any frontline aviation professional in the country can access confidential peer support when they need it most. 

  • PAN welcomes participation from any New Zealand-based aviation organisation that employs or represents professional Pilots, Air Traffic Controllers, or Flight Service Officers. 

    If you’d like to explore becoming a participating organisation, please reach out to our team at support@pan.org.nz to arrange an initial discussion and find out more. 

  • We’re always looking for great resources to share with our community. Please send them to support@pan.org.nz - we'd love to take a look!

  • We’d love to hear from you! Please email support@pan.org.nz to find out more. 

  • If something is not working for you, the only way we can fix it is if you let us know. Please direct any concerns or complaints to support@pan.org.nz. Any feedback will be handled in a discreet and respectful manner.