Glossary of ACC terms

Complaints service

Complaints service

Comprises two teams dedicated to both seek positive resolutions to complaints and to provide an impartial and thorough investigation when required.

  • Customer Support Service (CSS) - Seeks to resolve complaints quickly and fairly through helping both parties seek a resolution to the presenting issues/concerns.
  • Office of the Complaints Investigator (OCI) - Investigates complaints referred by the Customer Support Service (CSS) including complaints made under the Code of ACC Claimants’ Rights.

Last updated: 7 April 2014

Last reviewed: 7 April 2014