Moving ahead with plans to improve our services

Te whakatinanatanga o ngā mahi whakapai ake i ngā ratonga o te hunga whara o Aotearoa

We’re changing the way we work to improve the quality of service we provide. The right support from us means a better recovery for you.

Back in April we outlined several changes to the way we do things, to give clients better access to the support they need more quickly than they currently get it. Here’s what we proposed:

Changes to the way we provide our services

Following consultation with our employees, we have now finalised our plans and will proceed largely as planned.

There were some really good alternative options suggested through the feedback from our people which meant we have made some changes to what was originally proposed in the consultation.

One of the changes will see an additional 100 roles created in response to feedback on our proposed numbers, and the decision to include some of our temporary roles into our permanent workforce. This will take the total number of people in our client service teams to approximately 1,900.

The next step is an expression of interest process for affected employees, who will be offered either an appropriate role in the same location if one is available, or a similar role elsewhere if they're interested. Where neither option is feasible, redundancy will be offered.

We’re creating a significant number of new roles but equally, as we’ve previously signalled, there will be some redundancies over the next 12 months.  We’ll get a clearer picture of the numbers involved once the expressions of interest process is completed in July.

New roles will be created in five hubs – Auckland, Hamilton, Wellington, Christchurch, and Dunedin – to work with clients who don't usually need face-to-face support when recovering from less severe injuries, such as sprains, strains and fractures, which make up 94% of claims. All of our 25 existing locations will remain open, and clients will continue to be able to access face-to-face support where it supports their recovery.

Giving you the support you need

We know our clients require varying levels of support from us as they recover from injury. Based on their feedback we’re tailoring our services to suit their individual needs – from intense one-on-one support, through to enabling clients to manage their recovery plan online, if that’s what they want.

In the video below, our Chief Operating Officer Mike Tully explains how these changes are aimed at providing a faster, more flexible service that gives you more options about the level of help you receive from us.

Related information

Access further information about these proposed changes:

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