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Trialling a new model for engaging with clients

Released 13/03/2018

We’re making it easier for clients and employers to deal with us. We’ve talked with customers, our staff and international organisations to develop a new model for engaging with clients that focuses on where we can add the most value to their recovery.

We’re now testing this model to see if simpler, faster support helps our clients recover. It should also make it easier for employers to work with us.

Trialling our model

We’ve established a site in Hamilton to test our model with client cases sampled from around the country. If we supported one of your employees through our test site you may have noticed some changes, such as dealing with different people or teams. We’re now growing our trial by including more people and adding a test site in Hawkes Bay to see if we can deliver services consistently across two locations.

The information on this page applies only to those clients who are managed through our trial. 

Employers who are supported through our Employer Centric Services are not currently included in the trials.

Our model

We’re triaging clients into four groups based on the level of support they need from us. We’re testing to see if less waiting and more tailored support for clients results in better and faster recovery.

Enabled recovery

Clients primarily manage their own recovery. They’ll use a self-service website to request support or equipment, find out about their payments and report on recovery progress. There’ll be a team of people available if you or the client needs to speak to us and we’ll follow up if we see things are not going as planned.


An office worker with a fracture who doesn’t need time off work, but needs some support, eg ordering a shower stool or using a taxi.


  • Clients can get help faster by ordering their own equipment or support service
  • Clients can play a greater part in their own recovery by taking action when they need something
  • A team of people will be ready to provide support if you or the client needs to talk to us.

Assisted recovery

Clients primarily manage their own recovery. One of our team will contact them if there’s something specific to discuss and we’ll be available if you or the client need to talk to us.


A person with a dislocated shoulder, who may need more help and services while they recover, eg short term weekly compensation.


  • We’ll contact the client and employer at times when it is critical to them, eg when they’re preparing to return to work
  • A team of people will be ready to provide support if you or our client needs to talk to us
  • We’ll have all the information about the claim available to us so you won’t need to repeat yourself. This includes information you’ve sent us and notes about previous conversations
  • Clients can do a lot themselves, eg order equipment or taxis, and check payments.

Supported recovery

Clients have a dedicated ACC contact who works with them and their employers during their recovery.


A farmer with a disc prolapse where they need our help to:

  • manage a challenging work environment
  • access or arrange multiple services that may be needed throughout recovery.


  • We provide the right level of support to meet the client’s specific needs
  • You and the client would have a single point of contact when the client has more complex needs.

Partnered recovery

Clients and employers build a relationship with a dedicated ACC contact and work together to help the client to manage their injury or recovery.


A client with paraplegia who needs help to coordinate support. This can be long term. 


  • Working with a Recovery Coordinator who has more specialist knowledge
  • A high-level of support from us
  • A dedicated person who gets to know you and the client and understands your needs.

What this means for you as an employer

Enabled and Assisted recovery

You can share personal details about your employees with any of our Enabled or Assisted Recovery teams. We have rules and processes in place to make sure we keep this information private.

If you have a case that is managed on our test site we'll give you:

The name of the Recovery Stream or Recovery Assistant that is responding to the enquiry

A group email address

Please refer to the information you receive from us. 

We’ll answer this email as soon as possible.

An 0800 phone number to call

You'll find the number on the information or referral you receive from us. 

A member of the Enabled or Assisted recovery teams will answer your call. Any person you speak to can answer your enquiry.

Supported and Partnered recovery

If your employee is managed through Supported or Partnered Recovery, you can phone or email the Recovery Coordinator, as you do with case managers now.

If you want to contact us but don’t have the name of a person, contact the Supported team on 0800 222 175.

If you want to contact us but don’t have the name of a team, contact the work inquiry team.

Phone 0800 222 096 
Email workinjury.inquiries@acc.co.nz

How you can be involved

We’re testing and improving our service through seeking regular feedback. You can contribute to our design by providing feedback when you interact with our test site. We’re surveying a sample of Employers, but if you’d like to submit feedback, email our Customer Insights team.

Email customerinsights@acc.co.nz

More information

If you need more information about the changes speak to your local Relationship Manager. They’ll direct your enquiry to the right person.


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