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What is Way Finders?

We are a completely free, phone and email-based ACC navigation service. Anyone in NZ can request support from us. We will listen to your ACC query, no matter how complex, determine the issues and barriers and provide you with individual support and a plan tailored to your exact needs so you can find the way forward. Our team of highly experienced and knowledgeable navigators give fair and independent advice. Your ACC claim will not be affected when you talk to us.
How did Way Finders come about?

ACC is open in acknowledging that sometimes people may find their policies and processes hard to understand, resulting in confusion and frustration. The need for navigation services was identified as one of the 4 key recommendations, Access to Representation, made by Miriam Dean QC, in her report of the Accident Compensation dispute resolution process in July 2016. The Ministry of Business, Innovation and Employment commissioned this review at the direction of the then Minister for ACC, the Hon. Nikki Kaye. Way Finders was successful in tendering for one of these contracts to provide navigation services alongside another provider, WIAS (Workplace Injury Advocacy Service) in September 2019. We have been helping people find their way ever since. We exist to ensure people are supported and empowered on their ACC journey, but also to facilitate and impact change where change is needed. Exceptional client service is at the core of what we do, and our people within Way Finders are dedicated to both our values that we hold as an organisation and our commitment to quality.
What exactly can you do with my ACC claim or question?

We'll listen to your question or issue in order to understand your situation. Because of our team's extensive ACC experience we can provide advice on next steps to take or what you need to ask ACC. We can also act on your behalf with ACC, with your consent.
Are you an advocacy or litigation service?

No, we are a navigation service. We provide advice on ACC and your claim if you consent to us gaining this information. We are not an advocacy service. Think of your ACC journey as climbing a mountain. We can give you the right tools, guidance, equipment and we can do the journey alongside you and show you the right direction, what foothold to use next, sometimes we might strap in right beside you, but we cannot climb the mountain for you.
Why is your service free?

Our navigation service is an ACC contract that we were successful in obtaining. ACC wanted to provide alternative ways for people to access information and advice about ACC and their claim.
Where are you based?

Our team work remotely; we have no fixed offices so this means that we can cover all of NZ easily through the provision of email, phone and virtual services.
Can you accommodate my special needs?

It is very important to us that our services are accessible to all. Please tell us what you need and we will do our very best to accommodate these needs.
How does secure video conference work?

If a face-to-face via secure video messaging will be useful, we can talk you through how to do this – an invite will come from one of our navigators to you on your phone or device.
How can you be impartial if you have an ACC contract, doesn’t that mean you work for ACC?

As discussed in FAQ 'How did Way Finders come about?' we hold an ACC contract but Way Finders is an independent organisation therefore our advice is impartial and unbiased. Awarding the contracts for navigational services to independent organisations (there are many navigational organisations now) was a deliberate step by ACC to ensure clients could access unbiased support. We are required by the contract to report to ACC on certain areas, however this is purely anonymous statistical data and used for the purposes of improving services, looking for trends, and impacting change. The areas we report on include such things as the number of new and re-engaging clients each month, ethnicity, age, gender, type of query, where the client heard about Way Finders and none of this data includes anything that could identify anyone or any claim.
How can I know my information is secure?

Your privacy is of utmost importance to us. We have a robust Privacy Policy and Procedure in place to ensure your information is protected. Our policy is in line with the Privacy Act 2020. If you feel we have breached your privacy in any way, we take this matter extremely seriously and urge you to contact us so that we can thoroughly investigate what has happened.
What if I am not happy with the service Way Finders provides?

We pride ourselves on delivering exceptional customer service to every client, every time. If you feel that we have let you down in any way or not met your expectations with our service then we would encourage you to make a complaint so that we can investigate what happened fully and make any appropriate changes to our service to improve things. We welcome all feedback as an opportunity to grow and learn how to do things better.
My injury happened at work - can you help me with my claim?

Way Finders holds the contract with ACC for generalist services. This means that although we understand work-based claims, our colleagues over at WIAS are specialists in this area and they may be better suited to help you with your work-based query.
Do you offer Kaupapa Māori services?

We will always do our best to met every client’s needs. However, if you would prefer Kaupapa Māori Services, our colleagues over at Kaupapa Māori services are specialists in this area.
How do I know that the advice the navigator gives me is correct?

Our navigators have extensive knowledge in the ACC sector and most have worked there at some stage of their career, some for many, many years. We have a robust coaching and knowledge sharing culture to ensure everyone stays up to date and gives the most up-to-date and accurate information to their clients.

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