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Arthritis NZ agrees with ACC complaints recommendations

Media Release

13 August

Arthritis New Zealand agrees with Auditor General’s recommendations on ACC complaints process

Arthritis New Zealand welcomes the report from the Auditor General regarding the ACC complaints process. “We receive a number of enquiries from people who find ACC processes and procedures difficult to understand and navigate.” says Sandra Kirby Chief Executive of Arthritis New Zealand.

Arthritis New Zealand has found a lack of strong client advocacy services available for ACC clients. “Linkage Trust is available to assist clients but their service is not widely promoted. We would concur with the Auditor General’s report – in our experience ACC staff are not aware of their services.”

Arthritis New Zealand advocates the creation of a service similar to the Health and Disability Advocacy Service- an independent body that is widely promoted and well known by providers.

“We have also said that the ACC Code of Claimants Rights appears to lack real teeth.” Arthritis New Zealand is advocating that Code needs to be appreciably strengthened in its application and promotion. Most people who contact us are unaware that such a code exists.

Arthritis New Zealand sees the need for independent oversight of ACC by a body such as the Health and Disability Commission of the Ombudsman’s Office for all aspects of client service provided by ACC. This is one of a number of Arthritis New Zealand recommendations.



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