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.

Print the infographic:
How we work to support our clients better

The animation below illustrates how clients can access support as they recover.

Video transcript for Aroha's recovery journey

More information

Our question and answer resource for providers has detailed information on the changes we made to support clients.

ACC’s new way of supporting clients - questions and answers for providers

Find more information about:

Types of ongoing support

Types of financial support

Get or give independent help with claims

Clients can also have ACC claim decisions reviewed. 

Review an ACC decision

We’re here to help. Contact us if you have any questions about a client’s recovery.

Contact us

If you have any questions, contact us:

Phone 0800 222 070 (Monday to Friday, 8.30am - 5pm)
Email providerhelpline@acc.co.nz

Last published: 4 November 2020