Working under the Sensitive Claims Service
The Sensitive Claims Service provides support, assessment, and treatment services for kiritaki (clients) who have experienced sexual abuse or assault covered by the Accident Compensation Act 2001 and have a mental injury caused by that act of sexual abuse or assault.
Here you’ll find some helpful information and tools for suppliers and providers who work under the Sensitive Claims Service.
On this page
Important documents about the contract
Service schedule
To understand the requirements of the Sensitive Claims Service and how the service works, it’s important that suppliers and providers read the service schedule. The service schedule provides key details about all aspects of the contract and is particularly important for suppliers who are responsible for the delivery and performance of the contract.
Operational guidelines
The operational guidelines provide information to help you deliver the Sensitive Claims Service and should be read alongside the service schedule. These guidelines apply to all suppliers, named service providers, service providers, and personnel delivering services under the Sensitive Claims Service.
Outcome measures
Outcome measures are standardised tools that measure the health status of kiritaki (clients) at specific points in time. In the Sensitive Claims Service, we use primary and secondary measures to understand how kiritaki (clients) are progressing throughout their recovery.
Primary outcome measure
- Primary outcome measure is completed for all kiritaki (clients) and is used to understand how the Sensitive Claims Service is improving health outcomes for different population groups.
Secondary outcome measure
- Secondary outcome measure is chosen by the lead service provider and kiritaki (clients) from the options listed below. The secondary measure provides a more detailed view of kiritaki (clients) health and their progression towards recovery.
When an engagement form is received, the named service provider will receive an email with an invitation to complete the outcome measures within ACC’s online portal. Providers will have 15 business days to submit outcome measures once they receive the link.
Outcome measures must be submitted at each interval where an email is sent from ACC and at completion of services.
At times, it may be easier to record the scores on the paper-based templates, and then enter the results into the online system later (noting we will only accept outcome measures through the online portal).
Sensitive Claims Service outcome measure score sheets
At completion of services, the lead service provider must complete the final outcome measures using the following link (an email will not be generated from ACC at completion of services)
If you can't find the email inviting you to complete the outcome measures, you can also use the link above.
More information and guidance about the outcome measures in the Sensitive Claims Service is available in the Operational Guidelines and via the online training modules for the Sensitive Claims Service.
Handling referrals from Safe to talk
The new Safe to talk - Sensitive Claims Pathway facilitates access to the Sensitive Claims Service and supports survivors to find an available ACC therapy provider.
As part of the base service, Safe to talk coordinators will send requests for support to Sensitive Claims Service suppliers that hold the geographical area where the kiritaki is located. Suppliers will be asked to provide their overall availability to ensure that the Safe to talk coordinators do not send requests to suppliers that have no current availability. As further enhancements are introduced, we expect there will be greater ability to support suppliers to provide up-to-date availability information.
For more information see:
Below are the groups that have been approved to deliver group-based therapy throughout New Zealand.
To contact a supplier affiliated with a group, visit Find Support for a directory of Sensitive Claims Service suppliers.
Engagement activities
Sensitive Claims Service supplier drop-in sessions, 27-28 May 2026
Download the slide pack
Download the Frequently Asked Questions document
Contact us
Here’s a list of some helpful contacts at ACC for suppliers and providers working under the Sensitive Claims Service.
Clients supported by a dedicated Recovery Partner
Phone 0800 735 566 or contact your Recovery Partner directly using the phone number or email they provided.
Clients supported by Assisted Recovery
Phone0800 735 566 ext. 87878
Email assistedrecovery1@acc.co.nz
Update contractual and referral information
Email health.procurement@acc.co.nz
Contract, newsletter and reporting link
Email mentalhealth@acc.co.nz
Submit Sensitive Claims Service reports to ACC
Email sensitiveclaimsreports@acc.co.nz
If you have any questions, contact our provider relationship team:
Phone 0800 222 070
Email providerhelp@acc.co.nz
Web form: Contact our provider relationship team
Last published: 30 June 2026