A new name for the ACC Voice of the Customer programme

We’re making changes to our ‘Voice of the Customer’ Groups

12 April 2018 by ACC
2 minute read

We’re changing the Voice of the Customer programme, and the new groups will give input into policy development for the ACC Scheme.  


Last year we asked Martin Jenkins to review the groups and how we’re running them. There were a few areas for improvement. 

Voice of the Customer Model Review - Martin Jenkins (PDF 1.7 MB) 

Here are the changes we’ll be making.

A new name 

We’re changing the Voice of the Customer programme’s name to the Customer Advisory Panel programme.  

Three new customer panels 

We're establishing three new customer panels, which will focus on: 

  • Serious Injury 
  • Sexual Violence 
  • Older People. 

Panel members may be clients or represent professional bodies. They'll also have access to relevant networks of customers. 

These groups are made up of customers, such as clients, advocates and providers.
- Feedback from the groups helps to shape our services and policies.

Two new stakeholder groups 

We're replacing our Advocates and Representatives Group (ARG) with two new stakeholder groups: 

  • Scheme Advisory Panel, jointly owned with the Ministry of Business, Innovation and Employment 
  • Legal Representatives Panel. 

The new groups will give input into policy development for the ACC Scheme.   

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