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The Accident Compensation Corporation (ACC) is assuring its clients, and the public in general, that they can have complete confidence in the administration of its dispute resolution process.
In 1999, ACC contracted private mediation services company Fairway Resolution to handle disputes people have with the corporation.
“FairWay has proper, and duly documented, legal authority to deliver review services and decisions,” ACC said.
The state-owned insurer explained that, under the contract, when a review application from a claimant is received, a letter is sent to FairWay instructing them to allocate a reviewer. ACC reassured clients that its engagement with Fairway, which appoints reviewers and allocates reviews, ensures the independence of the dispute resolution process.
“We acknowledge that our contractual relationship with FairWay may create a perception that reviewers are not independent of ACC,” ACC said. “This is a perception, not the reality, and we note that Miriam Dean QC conducted a thorough review of the statutory review process in 2016 and was satisfied that, despite this perception, reviewers do in fact act independently of ACC.”
Additionally, ACC said its Review Monitoring Panel checks on the quality of services provided by FairWay. The panel gives FairWay monthly feedback about adverse decisions where ACC feels it is warranted.
“Our clients’ perspective in the review process is ensured by law: The Accident Compensation Act requires reviewers to comply with the principles of natural justice, and for a hearing to take place; except where a review is withdrawn by the claimant, or everyone involved agrees a hearing isn’t necessary,” the insurer added.
