Getting a decision reviewed

If you’ve talked to us and you’re still not happy, you can apply for a review. This means an independent reviewer will look at our decision at a formal review hearing.

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    When to apply for a review

    You need to apply for a review within three months of our decision. This date is on your decision letter or invoice.

    We may accept late applications in some situations, eg if your injury meant you couldn’t apply in time. Call us so we can talk about it.

    Paying your invoice while waiting for a review

    If your problem is about an invoice, it’s a good idea to still pay your invoice until a review decision is made. Not paying this could mean more fees.

    Who can apply for a review

    You can apply for a review if you’re:

    • a client, or their representative, eg advocate, friend, family member, or lawyer
    • anyone who pays levies
    • an employer, eg an employer not happy about a work injury decision.

    Getting advice from a third party

    You may want to get some help before a formal review hearing. There are community services who can give free and confidential advice:

    Citizens Advice Bureau
    Community Law
    Workplace Injury Advocacy Service

    How to apply for a review

    Applying for a review is the same if you’re a client or someone in business. The only change is the address you send your application to.

    1. Fill in the review application or write a review letter

      ACC33 Review application

      If you’re sending us a letter, include:

      – your name, address and contact number
      – the date on your decision letter
      – the claim number, or ACC number if it’s an invoice review
      – why you want a review
      – what you'd like to happen as a result of the review
      – any cultural support or special needs
      – in a late application (three months after our decision), why it's late
      – any supporting documents or evidence, eg medical certificates.

    2. If you’re applying on someone’s behalf

      You’ll need to complete and include the authority to act form with your application.

      ACC5937 Authority to act
    3. Send us your letter or application

      Send it to us by email or post, or drop it in at your local ACC branch.

      Customer Resolutions
      PO Box 892
      Waikato Mail Centre
      Hamilton 3240

    4. Confirming your application

      We'll write to you to let you know we’ve got your application.

    5. Reviewing your application

      We’ll review your application and look at the original decision. We’ll work with you and the person who made the original decision to find an outcome that we’re all happy with. We may also suggest going to mediation with you.

      If the original decision is the same and we can’t settle on an outcome, we’ll move on to the formal review hearing.

    6. Setting a review hearing date

      If there has to be a formal review hearing, an independent dispute resolution company will set a hearing date with you. This date must be set within three months after we’ve received your review application.

      You can choose to have the hearing by teleconference or in person.

    Costs of a review

    We pay for the costs of an independent review. The reviewer can also decide how much we’ll pay towards any other costs related to the hearing, eg paying for transport to get to the hearing.

    List of costs and expenses we can cover as part of a review
    Flowchart on decisions to cover costs and expenses of a review

    Hearing and decision

    The independent reviewer will have all the information they need before the hearing. During the hearing, they’ll listen to both sides and make a decision based on the law.

    The reviewer will send out a decision within 28 days after the hearing. This decision is legally binding to both parties.

    The independent reviewer’s decision can be appealed by either party in the District Court. The judge's decision is then final and binding.

    Flowchart of the actions taken during the review process

    Last published: 12 December 2018