When you make an ACC claim you have the right to:
be treated with dignity and respect
be treated fairly, and have your views considered
have your culture, values and beliefs respected
have a support person with you (for example, if you need to meet with ACC over a complaint)
communication with ACC that is open, honest, and effective. This includes not taking too long to give you information, and providing information in a way that is best for you (for example, by email, letter, or phone)
be told what is happening with your claim
have your privacy respected
make a complaint – for example, if you disagree with a decision ACC has made you have the right to a review of that decision.
Download the Code of Claimants Rightsopen_in_new (PDF, 18.7KB)
If ACC has not followed the Code of Claimant’s Rights, you can make a complaint.
You can make a complaint to the person who is managing your claim, or speak to their team leader or branch manager.
You can also call them at 0800 101 996. If you call have your claim number with you.
If you are not comfortable talking to an ACC staff member – or you spoke to them and are unhappy - you can make a complaint to their Customer Support Services.
You can do this by:
calling 0800 650 222
emailing customerfeedback@acc.co.nz or
sending in a completed ACC complaint formopen_in_new.
Other agencies which may be able to help with your complaint about ACC include:
the Privacy Commissioneropen_in_new (if you feel ACC has not respected your privacy)
the Office of the Ombudsman open_in_new(which deals with complaints against government agencies, like ACC).
Read this EasyRead factsheet about how the Ombudsman can helpopen_in_new if you have a complaint about ACC.