Navigation Services
The Navigation Service was set up to give the public free, independent advice or guidance if they find the ACC system difficult to navigate.
We also have Te Ara Tūhono, which provides free, independent kaupapa Māori advice on accessing ACC.
On this page
What is the Navigation Service?
In 2015, an independent review into ACC’s management of disputes, which included client feedback, made recommendations to expand the range of free and independent advice about ACC. We established the Navigation Service in response to this, because sometimes our kiritaki (clients) and their whānau want support from someone external to ACC. They may find our sometimes complex processes confusing or feel they aren’t getting the help and support they need. Or, they may have concerns about a decision we’ve made or the service we’ve provided.
Organisations providing the Navigation Service are independent of us and can offer free advice and guidance about an ACC claim. Anyone needing ACC-related support can contact any of the organisations directly to ask for help.
National providers
Way Finders
Way Finders is a national phone and email-based service available free to everyone. They can help with a wide range of claim-related questions and issues. They can also help you understand what ACC entitlements are available. Their aim is to ensure you get what you need from ACC, so you can stay focused on your rehabilitation and recovery.
Phone 0800 273 030
Email queries@wayfinders.org.nz
Workplace Injury Advocacy Service
The Workplace Injury Advocacy Service are union-based specialists in work-related injuries and issues. They provide phone-based support, and have strong relationships and expertise in dealing with Third Party Insurers who manage claims on behalf of us and many Accredited Employers.
This service is available free to everyone.
Workplace Injury Advocacy Service website
Phone 0800 486 466
Email advocacy@nzctu.org.nz
What other options are available?
If you need help navigating ACC or resolving issues, there are options available to you. You can choose someone to talk to us about your claim on your behalf and give them different levels of access.
You're also able to use Alternative Dispute Resolution for resolving disputes, which can include mediation, conciliation and facilitation.
Alternative Dispute Resolution provides an opportunity to engage in meaningful conversations with an independent party to find a way forward without the need for a more formal review hearing.