ACC aims to provide a high standard of customer service at all times. If you’re unhappy about how you have been dealt with or with a decision that has been made, please let us know. We want to resolve things fairly and as quickly as possible.
If you are unhappy about the management of your claim, you can make a complaint. This section outlines how to make a complaint and what we will do, including using mediation.
If you disagree or are unhappy with a decision that ACC has made about your claim, you can apply for a review. This section outlines what help you can get and how the review process works.
If you are unhappy with the outcome of your review, you have 28 days to appeal it at the District Court.
An advocate is a person who works for a community organisation outside ACC. You can get help from these people to speak to ACC on your behalf.
There is a problem with my weekly compensation payments. What should I do?
Contact the ACC Client Service Centre on 0800 101 996. ACC client service staff can discuss your weekly compensation 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. For more information about weekly compensation see:
- Weekly compensation - loss of earnings
- Weekly compensation - loss of potential earnings
- Weekly compensation - accidental death.
Who can act on my behalf when dealing with ACC?
You can authorise other people, such as a family member or your doctor, to work with ACC on your behalf. You can do this by phoning the ACC Client Service Centre on 0800 101 996 to advise of the consent, which will then be noted on your claim file, or you can put the consent 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. ACC client service staff 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 work.
ACC has no record of my accident. What should I do?
Claims for accidents are usually sent to ACC by your treatment provider. If ACC has no record of your accident, then you may need to lodge a claim. See How do I make a claim? to find 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
To find ACC contact details, see Contact ACC Claims.
Last updated: 15 February 2012