Scoop has an Ethical Paywall
Work smarter with a Pro licence Learn More

Gordon Campbell | Parliament TV | Parliament Today | News Video | Crime | Employers | Housing | Immigration | Legal | Local Govt. | Maori | Welfare | Unions | Youth | Search

 

ACC to fund service to help customers navigate processes

ACC to fund service to help customers navigate processes

ACC will fund a free, independent service to help clients navigate its processes, or to better understand or dispute a decision, Chief Customer Officer Mike Tully announced today.

The service, which will not charge clients, is likely to 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. 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,” Mike Tully says.

“It is stressful being injured, so every time we make a decision about the support or compensation we will provide, we need to make sure our client understands our reasons, or how to dispute that decision if they believe we are wrong. Sometimes they will want to get independent advice, and that is what the navigation service will provide.
“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.

“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 we cannot help them.”

Advertisement - scroll to continue reading

Are you getting our free newsletter?

Subscribe to Scoop’s 'The Catch Up' our free weekly newsletter sent to your inbox every Monday with stories from across our network.

Mike Tully says ACC will seek expressions of interest in the navigation service over the next six months, and hopes to have it up and running in the first half of 2019. It is expected to support over 4,000 clients a year – more than four times the number served by the existing ACC-funded advocacy services.

The navigation service 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.

“The navigation service will work with clients, ourselves, and other parties with the goal of finding an early and effective resolution to the problem. Resolving disputes without going to a formal review will save clients significant time and distress. It will be better for us well.

“Where a client does decide to proceed to review, the support they have had from the service should prepare them to engage effectively in the hearing, and to seek appropriate representation if required.

“The navigation service will give clients a choice in how they want to address issues with us. By empowering clients to engage with ACC in ways that feel safe, appropriate, and aligned with their own culture and values, we feel the concept also reflects and supports other changes we are making to be more customer-centric, and easier to deal with.

“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,” Mike Tully says.

ENDS

Note: Documents on the Navigation Service prepared for ACC’s Executive, and for the Minister of ACC, can be found on our website at
https://www.acc.co.nz/about-us/news-media/latest-news/free-service-to-help-customers-navigate-or-understand-our-processes/

Background on Dean Review
In 2015, the advocacy group Acclaim Otago released a report about the barriers that some people faced when challenging ACC’s decisions.

In response, the government commissioned Miriam Dean QC to undertake an independent review of Acclaim Otago’s report. The Dean Review recognised the significant improvements that had made to the dispute resolution process, but made a number of recommendations covering five key areas:
• Access to legal resources;
• Access to medical evidence;
• Access to representation (i.e. a lawyer or advocate);
• Confidence in the statutory review process; and,
• Data collection and analysis to better understand the triggers, outcomes, and costs of disputes.

ACC is committed to implementing the recommendations that relate to us, and we believe we are making good progress. As well as funding a new navigation service, we have:

• Set up a working group to address issues associated with access to medical evidence;
• Created a model litigant policy, which our lawyers, including external lawyers, must apply in all litigation;
• Made more information on our processes and decision-making available to clients;
• Funded the Legal Information Institute to update their website to give public access to Court decisions about ACC cases, and to produce an accident compensation law handbook for self-represented litigants; and,
• Improved data collection on reviews.

Work on better collection and analysis of claims data is an on-going part of our wider transformation. We aim to have completed our responses to the Dean Review recommendations by the end of the year.

We are using the term “navigation” instead of “advocacy” to be clear that the service will not represent clients at a formal review. The focus will be on providing people with the right support to resolve issues early, potentially avoiding the need for reviews. Navigation staff will still be able to advocate for their clients’ best interests.

© Scoop Media

 
 
 
Parliament Headlines | Politics Headlines | Regional Headlines


Gordon Campbell: On The US Opposition To Mortgage Interest Deductibility For Landlords


Should landlords be able to deduct the interest on the loans they take out to bankroll their property speculation? The US Senate Budget Committee and Bloomberg News don't think this is a good idea, for reasons set out below. Regardless, our coalition government has been burning through a ton of political capital by giving landlords a huge $2.9 billion tax break via interest deductibility, while still preaching the need for austerity to the disabled, and to everyone else...
More


 
 

Government: Concerns Conveyed To China Over Cyber Activity
Foreign Minister Winston Peters has confirmed New Zealand’s concerns about cyber activity have been conveyed directly to the Chinese Government. “The Prime Minister and Minister Collins have expressed concerns today about malicious cyber activity... More

ALSO:


Government: GDP Decline Reinforces Government’s Fiscal Plan

Declining GDP for the December quarter reinforces the importance of restoring fiscal discipline to public spending and driving more economic growth, Finance Minister Nicola Willis says... More

ALSO:


Government: Humanitarian Support For Gaza & West Bank

Winston Peters has announced NZ is providing a further $5M to respond to the extreme humanitarian need in Gaza and the West Bank. “The impact of the Israel-Hamas conflict on civilians is absolutely appalling," he said... More


Government: New High Court Judge Appointed

Judith Collins has announced the appointment of Wellington Barrister Jason Scott McHerron as a High Court Judge. Justice McHerron graduated from the University of Otago with a BA in English Literature in 1994 and an LLB in 1996... More

 
 
 
 
 
 

LATEST HEADLINES

  • PARLIAMENT
  • POLITICS
  • REGIONAL
 
 

InfoPages News Channels


 
 
 
 

Join Our Free Newsletter

Subscribe to Scoop’s 'The Catch Up' our free weekly newsletter sent to your inbox every Monday with stories from across our network.