ACC information sheet
An Ombudsman cannot normally investigate:
Decisions made by ACC on a claim, such as whether to:
- accept a claim for cover;
- provide treatment; or
- pay compensation.
An Ombudsman is not normally authorised to investigate ACC decisions that are subject to rights of appeal to the District Court, whether or not the right of appeal has been exercised.
An Ombudsman may investigate:
ACC actions which are not related to a decision on a claim. For example:
- actions taken by ACC in seeking repayment of a debt; or
- delays in responding to correspondence
However, as an Ombudsman’s investigation is one of last resort, the matter should first be raised with the ACC Complaints Investigator.
Standard of service – Code complaint
If the concern is about the standard of service received from ACC, a complaint may be made to the ACC Complaints Investigator under the Code of ACC Claimants' Rights. The Code provides rights such as:
- the right to be treated with dignity and respect ;
- the right to be treated fairly and have your views considered;
- the right to a support person; and
- the right to effective communication.
If the Complaints Investigator does not uphold a Code complaint, there is a right to seek a review by an independent reviewer. If the independent reviewer does not uphold a Code complaint, a complaint may then be made to an Ombudsman.
Other concerns
Other concerns about ACC actions, which are not related to a decision made by ACC on a claim, can also be raised with the ACC Complaints Investigator in the first instance. If the Complaints Investigator does not uphold the concern, a complaint may then be made to an Ombudsman.
ACC Complaints Investigator contact details:
ACC Office of the Complaints Investigator
PO Box 242
Wellington
0800 650 222