How we support clients throughout their recovery
It’s important that those recovering from an injury have access to the right level of support, at the right time. There's a range of ways clients can access support from us, so together we can better meet their individual needs.
How our teams support clients
Our teams support clients through their recovery journey. Different teams provide different levels of care that are specific to a client’s needs.
Some clients can take control of their recovery by mainly using online tools such as MyACC to manage their claim and order services. Other clients will have support from a team or an individual, depending on their recovery needs and circumstances.
Clients with more complex needs that require one-to-one support will have one of our dedicated recovery team members, their providers, and their employer to ensure a successful recovery.
Clients may transition across teams, as their needs change throughout their recovery journey.
Tasks, which used to limit our availability for customers, are now managed by a dedicated administration team. The administration team specialises in many of the activities that matter to you, for example, referrals, purchase orders, and requests for health records.
Our quick reference guide has more information about our recovery teams, how they're structured, and how they support clients.
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How we work to support our clients better
The animation below illustrates how clients can access support as they recover.
Our question and answer resource for providers has detailed information on the changes we made to support clients.
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Clients can also have ACC claim decisions reviewed.
We’re here to help. Contact us if you have any questions about a client’s recovery.
If you have any questions, contact us: