Request an independent review
As an ACC customer, you can apply for a review of decisions we make about your claim or levy invoice. Learn about the independent review process and how to apply.
On this page
What is an independent review
If an independent review is lodged it means we'll take another look at a decision we made. You can apply for a review if we’ve made a decision on your claim or levy invoice that you disagree with.
If you’re unhappy with a decision we’ve made, the first step is to contact the ACC person you’ve been dealing with. Find their contact details in your decision letter. They'll explain in more detail why we've made this decision and can come back to you with answers.
If you proceed to lodging a review, we’ll take another look at the decision we made. An ACC review specialist will work with you to resolve the issues you’ve raised as quickly as possible.
When to apply
You need to apply for a review within three months of our decision. This date is on your decision letter or invoice, or the date your claim approval decision text message was sent.
We may accept late applications in some situations, for example, if your injury meant you couldn’t apply in time. If you submit a late application, the ACC review specialist will seek further information from you as they consider if we can accept it.
If your concern is about a levy invoice, it’s a good idea to still pay your invoice until we reach a resolution on your review. Not paying your levy on time could mean we charge you fees.
Who can apply
You can apply for a review if you’re:
- an ACC client, or their representative, friend, or family member
- an ACC client advocate or lawyer
- someone who has received a levy invoice, for example, someone who is self-employed
- an employer.
If you’re applying on someone’s behalf you’ll need to complete and include the authority to act form with your application.
How to apply
Fill in the review application or write us a letter
If you’re sending us a letter, include:
- your name, address and contact number
- the claim number, or ACC number if it’s a levy review
- the date of the decision we made that you’d like reviewed
- why you want a review, and what you'd like to happen as a result of the review
- whether you'd like any cultural support or have accessibility needs
- any supporting documents or evidence to support your review.
If you’re sending us a review more than three months after the decision, please let us know why you weren’t able to submit it in time.
Send us your application or letter
Email us or post the review application or letter.
Email accreviewapplication@acc.co.nz
ACC Resolution Services
PO Box 892
Waikato Mail Centre
Hamilton 3240
What happens next
We receive your application
Once we’ve received your review application, we’ll get in touch with you.
We’ll do our best to reach a resolution with you at each stage of the review process. This means we will explore different options that might resolve the issue for you. If you’d like to discuss anything, you’re welcome to get in touch with your review specialist using the details at the bottom of any letters you receive from us. You can also email or call us.
Case conferences
If we’re unable to agree on a resolution early in the process, your review specialist will give you a choice of independent review providers whose role it will be to consider whether ACC’s decision was correct. Once assigned to a reviewer they will arrange a case conference at a time that suits everyone.
A case conference is a phone call between all interested parties at an early stage of the review process. At a case conference, you’ll have the opportunity to discuss the issues you’ve raised with a reviewer who is independent from ACC. Case conferences take around 30 minutes. The independent reviewer will clarify anything they aren’t sure about, and make sure everyone understands the issues.
At the end of a case conference, the reviewer will recommend what we should do next, and may suggest a way to resolve the issue. If we’re unable to agree on a resolution, the reviewer will arrange a review hearing at a time that suits everyone. We must agree on a date for your review hearing within 3 months of receiving your application. If we don’t do this, the decision will be deemed in your favour and it will be legally binding on ACC. Organising a review hearing and gathering evidence can take time, so it may be more than three months before a review hearing is held.
Review hearings
At a review hearing, an independent reviewer will consider all the information available to them, including information about your case, ACC legislation, and written submissions from both you and ACC. After the review hearing, the reviewer will make a decision either in your favour, or in ACC’s favour.
The reviewer’s decision is final, and you’ll be sent a copy of their decision within 28 days of the hearing. If you don’t agree with the reviewer’s decision, you have the option to appeal it through the District Court, however costs may apply.
Who pays for a review?
We pay for the costs of an independent review. We may also pay other costs related to the review, for example reimbursing the cost for you to get to your review hearing.