The voice of our customers


Released 12/04/18

We get feedback about our services and policies from many sources, including what we call our Voice of the Customer groups.

These groups are made up of our customers, eg clients, advocates and providers. Last year we began an external review of these groups and the way we work with them. This was part of a broader look at how we get insights from our customers. We wanted to know if we were on the right track, or whether we could improve the programme to be more effective.

The review, conducted by Martin Jenkins, involved interviews with group members, and some of our own staff. The review provided us with some insights and recommendations on how we could improve our customer advisory programme.

Voice of the Customer Model Review - Martin Jenkins

We have considered the review, accepted some of the recommendations, and will be making the following changes:

Customer Advisory Panel programme

The Voice of the Customer programme will be renamed the Customer Advisory Panel programme. This better reflects that it's part of ACC’s wider customer insights and experience system. This system gains insights through a number of ways, including research and analytics, staff feedback, and customer co-design.

New customer panels

We're also establishing three new customer panels:

  • Serious Injury
  • Sexual Violence
  • Older People.

These panels will provide important insights on issues affecting these areas. Panel members may be clients or represent professional bodies from specialised areas. They'll also have access to relevant networks of customers.

Expressions of interest in joining one of ACC's Customer Advisory Panels are now closed.

New stakeholder groups

We recognise that we need a more diverse range of views on legal and ACC scheme issues. As a result, we're replacing our Advocates and Representatives Group (ARG) with two new stakeholder groups:

  • Scheme Advisory Panel, jointly owned with the Ministry of Business, Innovation and Employment
  • Legal Representatives Panel.

These panels will provide input into the policy development of the ACC scheme. They'll contribute to the continuous improvement of the scheme by building a shared understanding of the customer pain points in the disputes resolution process. 

If you're interested, download an application pack, draft terms of reference, and membership guidelines. 

Scheme Advisory Panel

Legal Representatives Panel

You can also read the State Services Code of Conduct. 

State Services Commission - Code of conduct

The opportunity to express interest in joining either of these customer panels closes on 18 May.

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