The following frequently asked questions (FAQs) relate to working electronically with ACC.
General
Will the information that I send electronically be secure?
Yes, because you will be sending it using a digital certificate. For more information, see Apply for a digital certificate.
Do I have to use Internet Explorer?
No, we provide support for IE (6+), Mozilla Firefox (1.5+) and Google Chrome (1.0+).
Can I use Apple Mac?
Yes, we recommend and provide support for Firefox.
What support and training will I receive?
The eBusiness Team provide free over the phone training and ongoing support. If you use a PMS your Vendor may also provide training.
How do I register?
Contact the eBusiness Team.
Digital certificates
What is a digital certificate?
A digital certificate is your digital identification for doing electronic business (eBusiness) with ACC. It verifies the sender and encrypts the information to ensure it travels safely.
Do I need to pay for my digital certificate?
No, digital certificates usually cost $100 for the first year, then $80 for each subsequent year. ACC is currently covering these costs for you.
What if I misplace my digital certificate?
A replacement certificate can be issued but you will be charged a fee of $80.
What is a challenge phrase?
For positive identification for Healthlink to release your digital certificate password they ask you for your ‘challenge phrase’. The challenge phrase is a unique sequence of letters and numbers with NO punctuation and a minimum of eight characters. You should record this for your own records but never disclose it to anyone.
eLodgement
I don’t have a PMS - does that matter?
No, you can enter your ACC45s via ACC’s secure website. See eLodgement for details.
What if I don't have a computer in the consultation room?
If you do not have access to a computer during your patient consultation, you can collect data on the ACC46 pro-forma Injury Claim Form then eLodge it at a later time.
Do I still need to keep a copy of the patient declaration signature on file?
We recommend you keep hard copies of signed patient declarations on file to record patients' consent to allow you to eLodge claims on their behalf. You will need this signature if ACC wants further information relating to the injury. You can file the ACC45/46 paper form, or an A5 printout from your system.
What is an ACC46 form?
The ACC46 form contains the same information as the ACC45 form; however, it only contains one copy and no form number. It is used to collect claim information before entering it into your PMS. To order ACC46 forms, contact the order line on 0800 802 444.
Do I need a block of ACC45 numbers?
If you are using an ACC46 Injury Claim Form to collect information, you will need to set up your PMS to automatically assign an ACC45 number from a block of ACC45 numbers. To order a block of numbers, contact the ACC Provider Helpline on 0800 222 994 (select option 2).
How often should I eLodge ACC45 claim forms?
It is important that your ACC45 forms are lodged daily. ACC45 claims are the initial registration of an accident and quick lodgement enables the client to proceed with their rehabilitation without delay.
Do I still need to complete an invoice schedule (ACC40/47) if the accident has been lodged electronically?
Yes. You will need to send us your invoice schedules to receive payment. This can be done electronically using our eSchedule service.
Can I eLodge Accredited Employer or Sensitive Claims?
Accredited Employer claims should be sent directly to the employer. Sensitive claims can be eLodged.
Do I need a digital certificate to create an ACC45 within our practice management system (PMS)?
No, only the user who connects to the website to send the ACC45s will need a digital certificate.
Can a dentist eLodge?
No, dentists are required to send ACC42 forms manually.
Will the person who generates an ACC45 during a consultation have to send it to ACC at that time?
No, an administration person could check and send all of the ACC45s once a day.
eSchedule
I don’t have a PMS does that matter?
No you don’t need a PMS. The eBusiness Team can provide other options.
ACC18
Can I send ACC18 medical certificates electronically?
An electronic ACC18 (eACC18) has been developed in conjunction with Best Practice Advocacy Centre (BPAC) and a project is currently underway to roll this out to practices using Medtech-32. It is expected that the eACC18 will eventually be available from within other PMS systems.
What do I need to send an electronic medical certificate?
Currently, you will need to be using Medtech-32. You’ll also need a BPAC digital certificate, username and login.
Troubleshooting
Why do I get an error message saying ACC External Web Sites Access Error?
This can mean that your digital certificate has expired, is not installed or has been corrupted. Occasionally this happens after updates have been applied to your computer. Try removing your digital certificate and reinstalling it, or call the eBusiness Team for assistance.
Online Remittance Advice
What is Online Remittance Advice (ORA)?
ORA is the online version of your mailed payment remittance advice.
Can I print them?
Yes and you can also download them as pdf and/or csv format.
How do I know if it is available to me?
You need to be submitting your invoices via eSchedule. If you are using Healthlink or manually submitting your invoices this service is not available to you.
How much history is available?
A maximum of six months’ history is available.
Last updated: 2 December 2010