We are upgrading our phone system to provide a better service to you. Along with more options for you when you are in the call queue, the upgrade will also provide you with the choice as to whether your phone call is recorded or not. From July 1st 2025 all calls will be routinely recorded, however, if you do not wish for your call to be recorded simply advise your navigator at the start of the call and they will action this.

Accessibility

Your Information and Privacy

We are aware that not all sections of society connect with us, but we know all people in NZ will have contact with ACC at some time in some way.

Reaching All of New Zealand
Privacy and Data Collection
Statistical Information
Limitations of Our Support
Working with Your Support Network
Scope of Our Support

Reaching All of New Zealand

We recognize that not everyone connects with us, but we aim to reach all people in NZ who interact with ACC.
We collect data to identify gaps in our community connections and plan to expand our reach accordingly.

Privacy and Data Collection

We take notes during our interactions with you and store them in a secure, password-protected client management system.
You can request a copy of your notes at any time.
We only keep key information relevant to your ACC query, and we follow the NZ Privacy Principles and bound by the NZ Privacy Act.
View our Privacy Statement

Statistical Information

We may ask for some statistical information, this is optional and includes the following:
Region you live in
Ethnic group you identify with
Your age and gender
How you heard about us

Limitations of Our Support

Unfortunately, there are some situations where there is little that we can do to change your situation, and we can but listen and confirm that the situation you find yourself in is correct and explain the process, even if it feels unfair to you.
We work with community partners and other agencies to ensure that if ACC can't assist, others better placed to meet your needs can be contacted.

Working with Your Support Network

We welcome working with your existing support networks, including treatment providers, GPs, and other relevant people in your life.
We often have joint meetings with these individuals to ensure a collaborative approach.

Scope of Our Support

We are not lawyers or medical professionals, and we are unable to provide legal or medical opinions or advice.
We can provide a limited list of lawyers and advocates for legal and advocacy matters, but this is not an exhaustive list and does not imply recommendation.
An elderly couple looking at a computer screen together
Women on the phone with ACC with a cast on her foot
A family of four. The mother is holding the daughter while the father has the son on his back leaning over the woman's shoulder. The father and son are partially cut off
Successful and beautiful hispanic woman working inside modern office building, businesswoman using laptop for video call smiling and waving, greeting gesture, online conference with colleagues.

Recognising the challenges made me feel human

“Hearing a person smiling down the phone at you and recognising the challenges made me feel human.”

I would have lost all hope

“What an immensely powerful place for people who are struggling to understand the processes and policies of ACC...if it wasn’t for you guys, I would have lost all hope.”