What if I have problems with a claim?

We want to provide a high standard of customer service at all times. If you’re unhappy about how we are dealing with you or with a decision that has been made, please let us know. We want to resolve things fairly and as quickly as possible.

Have a complaint?

If you are unhappy about the management of your claim, you can make a complaint to ACC. This section outlines how to make a complaint and what we will do, including using mediation, to resolve any issues you may have.

Unhappy with a decision ACC has made?

If you disagree or are unhappy with a decision we’ve made about your claim, you can apply for an independent review of the decision. This section outlines what help you can get and how the review process works. You don’t have to pay anything if you lodge a review application.

Want to appeal a review decision?

If you are unhappy with the outcome of your review, you have 28 days to appeal it at the District Court.

Advocacy

An advocate is a person who speaks on your behalf, with your agreement. There are community organisations outside ACC who can help you. You need to tell us that you have given authority to someone to speak to us on your behalf.

Frequently asked questions

There is a problem with my weekly compensation payments. What should I do?

Contact the ACC Client Service Centre on 0800 101 996. They can discuss your weekly compensation with you over the phone. It’s very useful to have your claim number when you call so that we can quickly access your details. For more information about weekly compensation go to:

Who can act on my behalf when dealing with ACC?

You can authorise other people, eg a family member or your doctor, to work with us on your behalf. You can do this by phoning the ACC Client Service Centre on 0800 101 996 to advise of the Authority to Act, which we’ll then note on your claim file, or you can put the Authority to Act in writing and send it in to your ACC client service contact.

The contact details on my claim aren’t right. How can I change them?

Contact the ACC Client Service Centre on 0800 101 996. They can update your contact details with you over the phone. It is very useful to have your claim number when you call so that we can quickly access your details.

I don’t understand what the difference is between an accident, and a work-related accident?

A work-related accident is an accident that happens to a person while they are at their place of employment for the purposes of their work. If you are injured at work and can’t return immediately, your employer is responsible for paying your first week’s Weekly Compensation. For non-work related injuries, ACC pays Weekly Compensation from your second week of incapacity only. You would need to use sick leave or other leave to cover the first week.

ACC has no record of my accident. What should I do?

Claims for accidents are usually sent to us by your treatment provider. If we have no record of your accident, then you may need to lodge your claim yourself. Go to How do I make a claim? for details of how to make a claim with ACC.

How do I contact ACC and what hours are the branches open?

Call the ACC Client Service Centre on 0800 101 996 between 8am-5.30pm.

Branch hours 8.30am-5pm

Contact ACC Claims.

Updated: March 2016

Reviewed: March 2016