Navigation Services

What is the Navigation Service?

In 2015, an independent review into ACC’s management of disputes, which included client feedback, made recommendations to expand the range of free and independent advice about ACC. We established the Navigation Service in response to this, because sometimes our kiritaki (clients) and their whānau want support from someone external to ACC. They may find our sometimes complex processes confusing or feel they aren’t getting the help and support they need. Or, they may have concerns about a decision we’ve made or the service we’ve provided.
 
Organisations providing the Navigation Service are independent of us and can offer free advice and guidance about an ACC claim. Anyone needing ACC-related support can contact any of the organisations directly to ask for help.

Find a Navigation Service provider

Te Ara Tūhono — Regional kaupapa Māori providers

Te Ara Tūhono provides free, independent kaupapa Māori advice on accessing ACC.
 
Established in 2023 as an expansion of our universal Navigation Service, Te Ara Tūhono means ‘the connecting path’. A key insight from our Navigation Service found face-to-face and non-technical options needed to be considered for expansion of this service, as well as helping some of our core kiritaki groups such as older people, those who live rurally, kiritaki with Traumatic Brain Injury (TBI), and Māori.
 
Te Ara Tūhono was created to provide such an option for our kiritaki. As part of our commitment to improving awareness, access and health outcomes, and creating a more equitable ACC for all New Zealanders — Te Ara Tūhono connect with kiriktaki (our clients) in our Hapori kanohi ki te kanohi.
 
Kiritaki can connect directly with a Te Ara Tūhono provider for free, independent support. We have 29 providers across the motu , with most based regionally, allowing kiritaki to receive relevant local advice.

Our legislation requires us to monitor access to the Accident Compensation Scheme in order to deliver services in ways that support equitable access by kiritaki Māori when they are injured. Te Ara Tūhono has helped over 5,000 kiritaki with navigating ACC. Kiritaki accessing these services are usually vulnerable and need the extra support.

Te Ara Tūhono providers

Te Ika-a-Māui (North Island)

Te Ara Tūhono providers

Te Waipounamu (South Island)

What other options are available?

If you need help navigating ACC or resolving issues, there are options available to you. You can choose someone to talk to us about your claim on your behalf and give them different levels of access.
 
You're also able to use Alternative Dispute Resolution for resolving disputes, which can include mediation, conciliation and facilitation.
 
Alternative Dispute Resolution provides an opportunity to engage in meaningful conversations with an independent party to find a way forward without the need for a more formal review hearing.