Our branches are open to the public in alert level 2. Our Auckland branches remain closed. Find more information on our COVID-19 section.

Providing services face-to-face and via Telehealth

You can find information here on what services allow for face-to-face and Telehealth consultations with ACC clients.

On this page

    We have detailed a full list of ACC services below to outline:

    • if they're approved for face-to-face consultations during the COVID-19 Alert Level 3 and 4 response periods
    • if they're approved to conduct telehealth consultations
    • any other key criteria or notes important to that service.

    Services A-C

    Service Face-to-face service at Alert Level 4 Face-to-face service at Alert Level 3 Telehealth approved Additional comments
    Acupuncture No, unless to preserve life or limb No, unless to provide urgent care No  Please refer to Ministry of Health guidance.
    Ambulance – air and road Yes Yes Yes, for road ambulance providers only Telehealth follow up by ambulance communications centre as per Road Ambulance Service Specification.
    Artificial limb services No, unless to preserve life or limb No, unless to provide urgent care Yes, as per the contract (phone follow-up after limb fitting) Please refer to Ministry of Health guidance.
    Audiology No No Yes Telehealth approved for hearing aid fittings only for clients already in the process of testing.
    Behaviour support No, unless to preserve life and limb No, unless to provide urgent care Yes, where clinically appropriate  Please refer to Ministry of Health guidance.
    Blind services No No, unless to provide urgent care Yes  Please refer to Ministry of Health guidance.
    Chiropractic services No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Clinical psychiatric services Yes Yes Yes, where clinically appropriate  
    Clinical services No Yes Yes

    Pre-approval must be obtained from ACC for Medical Case Reviews and Medical Single Discipline Assessments (these can be conducted via Telehealth at Alert Levels 2, 3 and 4 only).

    Services are permitted at Alert Level 3 provided clients have been clinically prioritised. Appropriate consideration must be given to environmental management, including but not limited to streaming of patients, appropriate PPE, QR scanning and social distancing.

    Communication assistive technology assessments No No, unless to provide urgent care Yes, where clinically appropriate  Please refer to Ministry of Health guidance
    Concussion services No No, unless to provide urgent care Yes, where clinically appropriate

    Please refer to Ministry of Health guidance. Need for a member of IDT to be present for Telehealth consult has been waived during all alert levels.

    Counselling No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate  Please refer to Ministry of Health guidance.

    Services D-H

    Service Face-to-face service at Alert Level 4 Face-to-face service at Alert Level 3 Telehealth approved Additional comments
    Dental services Yes Yes Yes

    Face-to-face service at Alert Levels 3 and 4 for emergency and acute care only.

    Telehealth has been enabled for clinical consultations (non-emergency support, including dental trauma or pain and infection medications) that do not meet dental emergency requirements for normal face-to-face treatment. The Dental Council (DCNZ) has guidelines on the use of Telehealth for non-emergency dental consultations.

    Guidelines for using telehealth in dentistry during the COVID-19 alert level response

    Use specified rates and codes for Telehealth invoices.

    Dietitians No, unless to preserve life or limb No, unless to provide urgent care No Please refer to Ministry of Health guidance. Face to face service at Alert Levels 3 and 4 for emergency and acute care only. 
    Education support No No Yes, under specific circumstances Telehealth is enabled for home-based learning during all alert levels.
    Elective surgery No Yes No Services are permitted at Alert Level 3 provided clients have been clinically prioritised. Appropriate consideration must be given to environmental management, including but not limited to streaming of patients, appropriate PPE, QR scanning and social distancing.
    Emergency care coordination team No No No  
    Escalated care pathways No No Yes Telehealth is enabled for physiotherapy and rehabilitation services only as part of a Service Bundle.
    Functional capacity evaluation No No No  
    General practice providers (GPs, nurses, and nurse practitioners) Yes Yes Yes Covers urban, rural, Urgent Care. Use specified rates and codes for Telehealth invoices.
    General practitioners with special interest No No Yes Use specified rates and codes for Telehealth invoices.
    Hand therapy No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    High-tech imaging No No No Face to face service at Alert Levels 3 and 4 for emergency and acute cases only.
    Housing assessments Yes, to support discharge from hospitals or spinal units Yes, to support discharge from hospitals or spinal units No

    Assessments for standard and complex modifications should be put on hold at Alert Level 3 and above.

    At Alert Level 2, will proceed in compliance with the construction sector, allied health, and/or ACC employee health and safety protocols. ACC employees will be invited to initial site visits where possible.

    Housing modifications Yes, but only for work that supports safe discharge home to free up hospital beds Yes, but only for work that supports safe discharge home to free up hospital beds No

    At Alert Level 3, internal and external housing modifications can be undertaken if physical/safe distancing requirements are adhered to. The focus is primarily on construction-based work already in motion or essential design work projects. Pre-design projects are excluded due to the difficulty in having assessors, designers, project management and case owners in attendance.

    At Alert Level 2, internal and external housing modifications can be undertaken if health and safety and physical/safe distancing requirements are adhered to.

    Hyperbaric oxygen services No No No Face-to-face service at Alert Levels 3 and 4 for emergency and acute cases only.

     Services I-L

    Service Face-to-face service at Alert Level 4 Face-to-face service at Alert Level 3 (updated requirements TBC) Telehealth approved Additional comments
    Impairment assessments No No Yes

    Services can be delivered via Telehealth at all Alert Levels where clinically appropriate but must be agreed in advance with the Permanent Injury Compensation team to ensure that referrals accurately reflect the appropriate delivery method and other considerations related to the specific needs of individual client circumstances.

    Integrated home and community support Yes Yes Yes, where clinically appropriate

    Initial client assessments and reviews may be completed via Telehealth, if this is deemed to be clinically appropriate.

    Integrated services for sensitive claims No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate Please refer to Ministry of Health guidance. In no circumstances can group therapies be delivered via Telehealth without prior approval.

    Living my Life services

    • Facilitated Pathway Mapping
    • Independent Facilitation
    • Coaching for Self-management
    No No No Clinical judgement required for clients that need essential support, eg high-risk and vulnerable clients. 
    Living my Life tailored support No No Yes, where support is required for high-risk and vulnerable clients Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices. 

     Services M-O 

    Service Face-to-face service at Alert Level 4 Face-to-face service at Alert Level 3 Telehealth approved Additional comments
    Managed rehabilitation equipment services No, unless to preserve life or limb No, unless to provide urgent care No Please refer to Ministry of Health guidance. Requests for non-essential items such as recreational equipment should cease during Alert Levels 3 and 4.
    Medical consumables Yes, for necessities of life only Yes, for necessities of life only No  
    Medical specialists (Cost of Treatment Regulations) No No Yes, where clinically appropriate Use specified rates and codes for Telehealth invoices.
    Neuropsychological services No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate Please refer to Ministry of Health guidance. Must also adhere to relevant professional guidelines on Telehealth.
    Non-acute rehabilitation Yes Yes No  
    Nursing services contract Yes Yes Yes  
    Occupational therapy No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Optometry No, unless to preserve life or limb No, unless to provide urgent care No Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Orthotics No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate  Please refer to Ministry of Health guidance. Must also adhere to relevant professional guidelines on Telehealth.
    Osteopathy No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Outpatient burns and scar management Yes Yes Yes  Use specified rates and codes for Telehealth invoices.

     Services P-R

    Service Face-to-face service at Alert Level 4 Face-to-face service at Alert Level 3 Telehealth approved Additional comments
    Pain management services No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate  Please refer to Ministry of Health guidance.
    Palliative care Yes Yes Yes  
    Pharmaceuticals Yes Yes No  
    Physiotherapy No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Podiatry No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Primary response in a medical emergency Yes Yes No  
    Psychological services No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate Please refer to Ministry of Health guidance. Must also adhere to relevant professional guidelines on Telehealth.
    Radiology Yes Yes No Face-to-face service at Alert levels 3 and 4 for acute care and non-deferrable under two weeks and essential time sensitive imaging or intervention only. Working in alignment with local DHB Emergency Control Centre/Technical Advisory Group advice recommended.
    Residential rehabilitation support Yes Yes n/a For essential support at Alert Levels 3 and 4 for clients in residential rehabilitation.
    Residential support services Yes Yes n/a  
    Rongoā Māori No No Yes No prior approval required up to maximum of eight sessions.

     Services S-Z

    Service Face-to-face service at Alert Level 4 Face-to-face service at Alert Level 3 Telehealth approved Additional comments
    Sexual abuse assessment and treatment Yes Yes Yes, where clinically appropriate  
    Social rehabilitation needs assessments No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Face to face service at Alert Levels 3 and 4 to access appropriate equipment to remain safe at home.
    Specialised rehabilitation and adolescent rehabilitation No, unless to preserve life or limb No, unless to provide urgent care No  Please refer to Ministry of Health guidance
    Speech and language therapy No, unless to preserve life or limb No, unless to provide urgent care Yes Please refer to Ministry of Health guidance. Use specified rates and codes for Telehealth invoices.
    Spinal cord injury rehabilitation Yes Yes No  
    Spinal vocational rehabilitation (community assessments) No No Yes Telehealth approved where clinically appropriate for community assessments.
    Support needs assessments No No Yes  
    Taxi/mobility taxi services Yes Yes No Face-to-face service at Alert Levels 3 and 4 only when necessary for hospital discharges or hospital follow-ups.
    Training for independence No, unless to preserve life or limb No, unless to provide urgent care Yes, where clinically appropriate

    Please refer to Ministry of Health guidance. Face to face service at Alert Levels 3 and 4 for necessity of life, emergency, and acute cases, and/or high-risk and vulnerable clients only.

    Transport for independence assessments No No No  
    Traumatic brain injury – residential rehabilitation Yes Yes No  
    Vehicle modifications No No No  
    Vocational medical services No No Yes, where clinically appropriate, at Alert Levels 2, 3 and 4

    Telehealth enabled for Standard and Complex Initial Medical Assessments. Telehealth is not available for Vocational Independence Medical Assessments at all Alert Levels.

    Vocational occupational assessments (initial occupational assessments and vocational independence occupational assessments) No No Yes, where clinically appropriate  
    Vocational rehabilitation services No No Yes, where clinically appropriate  
    Wheelchair and seating assessments No, unless to preserve life or limb No, unless to provide urgent care Yes

    Please refer to Ministry of Health guidance. Face to face service at Alert Levels 3 and 4 only for essential repairs or provision of chairs to allow some level of mobility.

    Telehealth criteria and rates

    For more information about Telehealth criteria and requirements, visit the Telehealth page. 

    Telehealth criteria during the COVID-19 response

    If specified, you can find service item codes and rates for Telehealth invoices on our website. Use normal codes and rates unless specified otherwise.

    Service item codes and rates for Telehealth invoices

    Note: while we've advised your Practice Management Software (PMS) vendors of these changes, we understand there may be a delay in these codes being available in your system. 

    Last published: 21 September 2021