.jpg)
The Accident Compensation Corporation (ACC) has announced it will fund a free, independent service to help its clients navigate processes, or to better understand or dispute a decision.
The idea is that the navigation service will help clients, ACC and other parties find an early and effective resolution should there be a problem with the claims process. It will be a mixture of phone, web-based, and face-to-face advice and support up to, but not during, a formal review hearing.
“ACC’s going through a major transformation to better align ourselves with our clients’ needs,” ACC chief customer officer Mike Tully said. “While good progress is being made, we acknowledge some clients still find it hard to get or understand information about their claim, entitlements, or rights.”
The service provides independent advice, which Tully said is what clients often prefer.
“While we are open to the final shape of the navigation service, we have clear expectations around accessibility, especially for Māori, disabled people, and those with language or literacy needs,” he noted.
ACC said the service could be delivered by a single national organisation or multiple providers covering different regions, or focusing on particular client groups. It should also be able to link clients with other agencies or community groups when ACC cannot help, it added.
Over the next six months, ACC will seek expressions of interest in the navigation service. It is expected to be fully operational by the first half of 2019 and support over 4,000 clients a year – more than four times the number served by the existing ACC-funded advocacy services.
The navigation service, ACC said, responds to a recommendation made by Miriam Dean QC’s review of ACC’s dispute resolution processes.
“As Miriam Dean noted, greater ACC funding of free, high-quality advice may reduce the risk that our clients will turn to poor-performing advocates when they need help,” Tully added. “We’re confident the service will be effective and responsive to clients’ needs as it is the result of 18 months of interviews, focus groups and co-design workshops involving clients, advocacy experts, and disability groups.”
