ACC service seen as lacking

Denise Powell
Denise Powell
A planned new ACC "navigation" service will help with access to justice issues for claimants but is "most definitely" not the overall solution, ACC campaigner Denise Powell says.

Claimant support group Acclaim Otago has welcomed the ACC's announcement of the new service, which "will go some way to addressing" issues faced by people wanting to challenge ACC decisions.

But group spokeswoman Dr Powell said the group's key concern was that the earlier review by Miriam Dean QC had "clearly identified" the need for claimants disputing an ACC decision to have "better access to lawyers and advocates".

The Dean review had recommended funding a "free nationwide advocacy service" modelled broadly on the existing Health and Disability Commission Advocacy Service.

Dr Powell said the ACC was effectively "sidestepping" this recommendation by claiming the new proposal was for a "navigation service" - to help claimants navigate the complex ACC system - rather than advocacy.

Acclaim Otago had recently contributed to the ACC's consultations with the claimant sector, whose preference was for the creation of a new one-stop shop advocacy entity.

"This unfortunately seems to have been ignored, based on timeliness and cost", Dr Powell said.

Implementing the findings of Ms Dean's review had been "a very slow process", her report having been released nearly two years ago, in May 2016, Dr Powell said.

Dunedin lawyer and ACC researcher Warren Forster said the proposed "navigation" service was "a step in the right direction" and would help hundreds and perhaps a few thousand claimants.

But it would not provide sufficiently complete and independent support to help a much larger group of people affected by the more than 100,000 ACC decisions each year to decline part or all of claimed ACC cover.

The proposals would not deliver the extensive, independent advocacy service supported by Ms Dean.

"You can't let the fox redesign the hen house," Mr Forster said.

ACC spokesman James Funnell said the proposed new service would "help clients prepare for a review".

Navigation service staff could not represent clients during a review, but would "provide support up to that point, including helping clients find appropriate representation where necessary".

The ACC wanted this service to "excel at navigation, and to focus on the early resolution of problems".

"The Dean review made recommendations and suggestions but left it to ACC and others to decide how to respond."

The navigation service, together with other changes made by the ACC and Fairway Ltd, would "deliver the help and advice customers need", without having to create a new entity.

But the service would be fully evaluated after two years, and any further improvements made then, if needed, Mr Funnell said.

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