Our call centres will be closed 25 to 26 December 2023 and 1 to 2 January 2024. For more details on site and call centre closures over the Kirihimete Christmas period, visit contact us

Are you receiving weekly compensation over the holiday period?  View our weekly compensation payments dates.

Deciding who will care for you

It’s your choice who you’d like to provide your home and community care. We'll work together to understand your needs and the tasks you need support with. You can decide if your care is provided by someone you know, or by an agency - or a mix of both.

Using a contracted agency

  1. The agency is responsible

    We have contracts with a number of agencies that we can put you in contact with. These agencies have professional carers who can help you. The agency will be responsible for ensuring that you always have the support you need and are accountable to us.

  2. Peace of mind with absences

    You won’t have to worry about what to do if your carer gets sick, needs a break, or goes on holiday.
  3. Payment and paperwork is taken care of

    The agency will make sure your carer gets paid and will deal with tax, GST and ACC levies. We will pay the agency directly so you don’t have to organise payroll or paperwork.
  4. Flexibility to select or switch

    If you’d like to select the care agency yourself, we can give you a list of agencies to choose from and talk to before making a decision. Once your carer is in place, if things aren’t working out, the agency can organise a different carer at your request.

Using private care

  1. You're responsible for arranging care

    You can choose private care provided by someone you know, like whānau, family, or friends or an agency that does not hold a contract with us. 

    If your carer or agency doesn’t have a contract with us they are not accountable to the same health, safety and quality requirements as those with a contract. You will be responsible for ensuring that the care you receive meets your needs and requirements. Your recovery team member can support you with this but it is up to you to manage your relationship with your chosen carer.
  2. Comfort in care

    You may feel more comfortable with a carer you know as you may already have a trusting relationship.
  3. You do the paperwork

    You and your carer will be responsible for recording and sending us the information we need so your carer gets paid. You will both also need to take care of obligations like income tax, GST, ACC levies and other legal matters. Dealing with taxes and levies can be complicated and your recovery team member can provide a factsheet about payment and taxes.
  4. Flexibility in care

    Your carer may be more flexible when you want things done.

Is private care right for me?

You may want to have a whānau, family or friend provide all or part of your care. This kind of support is important, but you’ll need to make sure that it works for you, those around you, and your carers. Although it may seem like a natural choice, there are a few things to think about if you’re considering choosing someone you know to provide your care.

Level of comfort

Some tasks can be quite personal, like getting help with showering or using the toilet. This can change your relationship with your carer.

Long-term care

It’s important to think about how long term the arrangements will be. Some friends or family may want to help if you’re likely to have a short-term recovery, but may not be able to provide longer-term support.

Time commitment

Providing your care may put extra pressure on your carer or other people who rely on them.

Ability to care

Your carer may need to help you with some medical procedures, handle your medication or be physically strong enough to do heavy lifting. Many of these things require special training and skills.

Taking a break

Your carer may need time away for a holiday, sickness or simply a break. You’ll need to work with your recovery team member to make sure you have a plan for when your carer isn’t available.

Changing needs

It’s important that you talk through what will happen if you no longer need the level of support your carer provides and how this could affect the choices they make, eg if they have given up their current job.


If you’re thinking about choosing someone you know or someone who doesn’t hold a contract with us, it’s important to understand your income tax, GST, ACC levy and other legal obligations. If you need help we recommend contacting Inland Revenue.

Tax responsibilities for ACC caregiver - IR website

We recommend you discuss with your recovery team member whether private care is right for you.

Next steps

Once you’ve decided on the option that suits you and your family best, just let us know and we’ll support you, whichever choice you make.

Choosing an agency: We'll give you a list.

Choosing private care: We'll provide the information you need and assist you to get this set up.

Man in wheelchair and carer hanging washing

Need help deciding?

You have the final say in who provides your care. It’s a big decision and can be daunting, especially if you don’t know what to expect.

While we can’t make the decision for you, your recovery team member can help you to understand what’s involved. They can talk you through what happens next. If you’d feel more comfortable speaking with someone in another language, ask your recovery team member. They may be able to put you in touch with someone who can interpret and explain the process with you.

If you can’t find your recovery team member's details, contact us.

Phone 0800 101 996 (Monday to Friday, 8am to 6pm)