Better together: strong relationships with suppliers strengthen service delivery

We’re starting a new series to share examples of strong ACC-supplier relationships and the benefits to kiritaki (clients). 

Every year, more than 180 Sensitive Claims Service suppliers help deliver services to over 40,000 kiritaki. One of the most important aspects of our supplier model is the trusted relationship between ACC’s Supplier Managers and our contracted suppliers. Effective supplier governance, oversight, and open communication provide confidence that services are being delivered safely, sustainably, and in line with contractual expectations. 

Strong partnerships enable issues to be identified early, addressed constructively, and resolved before they have a significant impact on clients or service performance. This requires a shared commitment to transparency, collaboration, and continuous improvement. 

Recently, we identified some operational concerns relating to a provider working under a contracted supplier arrangement. This included invoicing inconsistencies and questions about whether certain contractual requirements were being met. 

The supplier engaged proactively with our Supplier Manager to investigate the concerns, understand the issues, and develop an appropriate response. Through open dialogue and a shared commitment to achieving the right outcome, a formal contractual process was undertaken and clear remedial actions were agreed. 

With ACC’s support, the supplier implemented all required actions within a short timeframe. Over the following months, increased engagement between ACC and the supplier helped strengthen alignment, improve service performance, and reinforce organisational focus during a period of growth and change. 

This outcome highlights the value of a strong supplier relationship. The supplier's willingness to engage openly, work through challenges collaboratively, and remain focused on delivering safe and sustainable services was instrumental in achieving a positive result. 

While issues can arise in any service environment, successful partnerships are defined by how those issues are addressed. By working together, ACC and suppliers can support continuous improvement, strengthen service delivery, and ultimately achieve better outcomes for clients. 

The lesson: The greatest value is not that issues never occur, but that ACC and suppliers have trusted relationships that enable concerns to be identified early, addressed constructively, and resolved effectively.