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Make a complaint
If you have any concerns about a decision we’ve made or the service we’ve provided, you can make a complaint or discuss your concerns with us.
On this page
Get in touch with us first if you have any concerns
If you've been working directly with an one of our people, we suggest you get in touch with them first. You can find their contact details on letters you’ve received from them.
You can also call us to discuss:
Phone 0800 101 996
We can help you faster if you have your claim number ready when you get in touch.
If you're still not happy after talking to us, make a complaint
If you think we haven’t followed the Code of ACC Claimants' Rights or are unhappy about the service we've provided, you can complain to us.
Phone 0800 650 222
Email customerfeedback@acc.co.nz
You can also download and send us a complaint form:
Accident Compensation Act 2001
Your rights as our client
Our staff and anyone else working on our behalf must follow the Code of ACC Claimants' Rights. Your rights are to:
- be treated with dignity and respect
- be treated fairly and to have your views considered
- have your culture, values, and beliefs respected
- have a support person or persons
- communicate effectively
- be fully informed
- have your privacy respected
- complain.
If you feel that you haven't received a good level of service, talk to us to sort out your problem.
Make a complaint to an independent organisation
If you have a complaint about your privacy, contact:
Office of the Privacy Commissioner
Phone 0800 803 909
Complain to the Office of the Privacy Commissioner
If you think we’ve treated you unfairly, contact:
Office of the Ombudsmen
Phone 0800 802 602
Complain to the Office of the Ombudsman
If you’re unhappy about a health or disability service you’ve received, or with one of the health providers working for us, contact:
The Health and Disability Commissioner
Phone 0800 112 233
Complain to the Health and Disability Commissioner
Get independent support
Contact the organisations listed on the page below for free advice and support with ACC claims.
Get 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 different ways, and give different levels of access.
Give someone authority to talk to us about your claim
Send us a review
If you disagree with a decision we’ve made, you can apply for an independent review.