ACC disputes and reviews

Facilitation & ACC

Facilitation aims to help an ACC client understand why ACC is making the decisions about their claim, and for ACC to understand what the client understands and wants.

How does facilitation work?

A facilitator acts as an 'interpreter' to make sure there is good communication between the parties, and that everyone understands what is happening and why. Ultimately both parties should understand one another better because all of the information and issues are clear.

A facilitator may provide a written recommendation to all parties, but this is not a binding decision.

If facilitation does not resolve the issue, you can consider mediation. Mediation aims to get all parties to understand the issues, but also to reach an agreement about what should happen next. For more about resolving your dispute with ACC through mediation, see our Mediation & ACC page.

If an agreement can't be reached through facilitation or mediation, either side can take further action. You can start or continue the more forrmal process of a review. Many of our mediation matters are mediations for where a review has already been lodged.

What will facilitation cost?

ACC will meet the costs of FairWay being involved, including coordinating the facilitation, providing the facilitator and providing a venue.

You are responsible for meeting your own costs such as travel, unless agreed otherwise.

Who is the facilitator?

The facilitator will be from FairWay.

All our facilitators have a wide range of experience in facilitation and are members of the Arbitrators' and Mediators' Institue of New Zealand (AMINZ).

How do I apply for facilitation?

Anyone involved in a dispute can suggest facilitation, but it can only go ahead if all parties agree to it. If you're considering facilitation, contact us and speak with a Resolution Coordinator.

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