Giving support as an advocate
You can give our clients informal advice on their claim, based on your own experiences or expertise. Find out how to become an advocate and how to work with our clients.
On this page
Who can be an advocate
You can work as an advocate if you're:
- a friend or family member of a client
- a client who's been successful with your own reviews or appeals, and want to offer advice to other clients
- someone who gives advice as a part of their job.
Ways you can help someone with their claim
Depending on what the client needs, you can help by:
- giving them information about reviews, appeals and cover
- supporting them to successfully represent themselves
- making sure they get access to accurate information about the claim decision
- building positive relationships between us and your client.
Your responsibilities as an advocate
Because you’re working on our client’s behalf, you’re responsible for:
- being sensitive to their emotional needs or difficulties
- establishing and maintaining a good working relationship with our staff
- showing them how to conduct disputes
- knowing when you can no longer be an advocate. This could be if you feel you don’t have the necessary experience or expertise.
Privacy and information responsibilities
If you have access to our clients’ personal information, it’s important you:
- make sure you know the privacy principles for collecting, managing and storing a client’s personal information
- give the client’s personal information to them when you no longer need it
- securely discard their personal information if they don’t want or need it
- make sure you know the rules around document destruction.
If your client needs expert advice
If your client needs more information or expert help with something specific, they can contact community law centres. Some law centres have more experience or may agree to provide free legal advice (pro bono) on ACC matters.
They can also get free advice and support from the independent organisations listed on our get independent support page.
If you want more expert advice
If you want more advice, contact community law centres. Most community law centres have expertise in dealing with ACC matters.