Christmas and New Year opening hours and pay dates
Our contact centre has reduced hours over the holiday season and weekly compensation payment dates may change due to public holidays.
See holiday hours and payment dates.
New Sensitive Claims Service now live
After more than three years of engagement with providers, suppliers, sector groups, agencies and professional bodies, our new Sensitive Claims Service contract was launched on Sunday 1 December 2024.
Through the Sensitive Claims Service, we provide fully funded support, treatment and assessment services for survivors of sexual abuse or assault. The new contract replaces the Integrated Services for Sensitive Claims (ISSC).
To develop the new Sensitive Claims Service, we hosted over 200 in-person and online engagements with our stakeholders. We also used surveys to gather feedback from survivors, suppliers and providers, internal data from the past eight years, and insights from a range of internal ACC stakeholders.
Through our engagement, we collected over 360 recommendations and worked with our external working group, our Sexual Violence Customer Advisory Panel (SVCAP) and other stakeholders to identify which recommendations should be considered for the new contract.
The new service includes changes that aim to improve access, outcomes and create a better experience for kiritaki (clients).
Key changes
• We’ve streamlined the assessment process to make it easier for kiritaki to access support and treatment. There will now be two assessment pathways based on need, so people can access a broader range of support quicker.
• We’ve moved away from a one-size-fits-all approach towards a more holistic model that allows kiritaki to work with their provider to create a recovery plan that will better meet their individual needs. Support can include talk therapy, as well as rehabilitation services, and can be used in conjunction with group-based therapy and other services.
• We’re increasing the support kiritaki can access after they’ve completed their recovery goals so they can maintain their progress for years to come.
• We’ve identified more effective tools to measure kiritaki progress and outcomes. Providers will need to complete two outcome measures that will allow us to see how kiritaki are progressing throughout their entire recovery journey.
How to access support hasn’t changed. To find a therapy provider, or contact us for help finding one, kiritaki can visit:
More information about the Sensitive Claims Service is available on our website
Helpful information for suppliers and providers
Helpful information for kiritaki about the support we provide under the Sensitive Claims Service