Trialling a new model for engaging with clients

Released 19/02/2018

We’re making it easier for clients and providers to deal with us. We’ve talked with clients, providers, 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 providers 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. You may have had a case that’s been managed by our test site and noticed some changes. We’re now growing our trial by including more cases 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. 

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 use a self-service website to request support or equipment and to check in. 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 lead and take personal responsibility for their recovery
  • 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 or provider at critical times in their recovery
  • A team of people will be ready to provide support if you or the 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 reports you’ve sent us and notes about previous conversations
  • Clients can do a lot themselves.

Supported recovery

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


A farmer with a disc prolapse where coordination will help:

  • access services from multiple providers
  • manage a challenging work environment
  • arrange additional 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 for clients who have more complex needs.

Partnered recovery

Clients and providers 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 expert support to coordinate specialised services. 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 and understand you and the client and their personal needs. 

What this means for you as a provider

Enabled and Assisted recovery

You can share personal details about your clients 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 in our test site we'll give you:

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

If your practice management system requires you to enter the name of a case manager, use:

  • Enabled recovery
  • Assisted recovery
  • the name shown on our referral.

A group email address

Please refer to the information or referral 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 client 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 provider helpline.

Phone 0800 222 070 (Monday to Friday, 7am - 7pm)

We’re not making any changes to the way we refer clients to services.

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 providers, but if you’d like to submit feedback you can fill out our feedback form.

Feedback form

More information

If you need more information about the changes to integrate them into your services, speak to your local Engagement and Performance Manager.  They’ll direct your enquiry to the right person.

Find your local Engagement and Performance Manager

More changes are coming

We’re working on other changes to improve the support we provide. Towards the end of this year, we’ll also be speeding up lodgement and cover decisions so we can let clients and, later on, providers know their claim status straight away. We’ll be talking with health care providers to find out how they’d like us to notify them of claim status.

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