What if I have problems with a claim?

Advocacy

On this page

  1. Why would I need an Advocate?
  2. Different types of Advocacy support
  3. Advocacy within ACC

An advocate is a person who works for an independent organisation outside ACC, for example The Brain Injury Association of New Zealand Inc (external link) or the Coalition of Community Law Centres Aotearoa Inc (external link). You can get help from these people to speak to ACC on your behalf. They will have good knowledge of the area that you are having trouble with in your dealings with ACC. For locating services that can help you further, the Citizens Advice Bureaux (external link) (0800367222) can provide you with assistance.

Why would I need an Advocate?

At any time in the claims process you have the right to an advocate to help you if, for example, you:

  • feel you are unable to express your views clearly
  • are confused about your rights as a client
  • think that your ACC case manager does not understand the point you are making.

Note:
Advocacy should not be confused with making a complaint. For more information on the complaint-making process see What if I want to make a complaint?

Different types of Advocacy support

Advocacy can be divided into two main areas:

  • Individual advocacy concerns - issues a person has with a particular case or situation. This means issues you may have concerning actions taken by ACC in relation to your personal case.
  • Systemic advocacy - related to the desire to make wider social changes. For example, changing national legislation related to ACC rehabilitation entitlements that will affect all claims.
  • If you are not sure which type of advocacy relates to you, you may want to contact one of the advocacy groups to determine the best option.

Advocacy within ACC

Within ACC, the department that deals with advocacy is the Community Engagement Directorate. See Contact us for our contact information.

They:

  • work with advocacy organisations to improve the quality and availability of advocacy services for ACC clients
  • coordinate the ACC Consumers’ Outlook Group (a group of people who talk to ACC as representatives of the wider community)
  • coordinate the Older People Advisory Group (OPAG) which is particularly concerned with injury issues for older people in the community.

Important:
You can source your own advocate to represent you in your dealings with ACC.

Last updated: 14January2010