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Whakatakotohia tō takeResolve an issue

If you need help navigating ACC there are options available to ensure you get the advice, support and advocacy you need. If you are unhappy with our service or a decision we’ve made, there are different ways to resolve the issue or make a complaint.

Get independent advice or support

If you need help navigating our services, there are multiple options available to ensure you get the advice, support and advocacy you need.

Navigation services

The Navigation Service was set up to give the public free, independent advice or guidance if they find the ACC system difficult to navigate.   

Getting someone to talk to us on your behalf

You can choose someone to talk to us about your claim on your behalf. You can give them authority in a number of ways and give them different levels of access.

Alternative Dispute Resolution

Alternative Dispute Resolution (ADR) is an umbrella term used to describe methods for resolving disputes and can include mediation, conciliation, and facilitation.

Raise an issue with our service or dispute a decision

If you’re unhappy with the service you've received or a decision we’ve made, there are a range of options that can be used discuss and resolve your concerns. These include talking with us, making a complaint, getting independent advice through Navigation Services and using Alternative Dispute Resolution.

Talk to us or make a complaint

If you haven’t received the service you expected, contact us to discuss your concerns. You can also make a complaint with us or through an independent organisation.

Request an independent review

As an ACC customer, you can apply for a review of decisions we make about your claim or levy invoice. Learn about the independent review process and how to apply.

Related topics

Restricting communication

Non-effective communication from customers means we need to restrict how, when, or why you can communicate with us. This is known as a communication plan.

Sort out a problem with your levy invoice

If you have a problem with your levy, talk to us first. Our business team can help with most problems. If you're still unhappy, you can apply for a formal review or make a complaint.

Contact our provider relationship team

Engagement and Performance Managers can help you understand how we work, and how our policies and processes relate to you.

Providers: How we support quality and resolve issues

We have structures in place to support quality practice and confirm your health services meet our policies, procedures, and expectations.