ACC Dispute Resolution

What to expect from FairWay's services

ACC helps injured New Zealanders and visitors to recover from accidents, including covering the costs of treatment, support and income.

If an ACC customer is unhappy with a decision made by ACC, FairWay can help resolve their dispute.

We can help resolve your dispute with ACC in a number of ways:

  • Facilitation: Improves communication between you and ACC by clarifying the issues at dispute.
  • Mediation: Seeks to find an agreement between you and ACC. The Mediator acts as a conduit through which the parties can raise their views without providing advice
  • Conciliation: Searches for a negotiated solution. The Conciliator plays an active role that might include suggestions on possible solutions and ways to settle the dispute  
  • Review: This is the statutory dispute resolution process that consists of a hearing followed by a legally binding decision.

ACC covers the cost of FairWay’s services, but you will need to cover your own additional expenses.

Read more about the process, or read through our booklets.

Use a FairWay Facilitator to assist you in reaching agreement
Use a FairWay mediator to find a satisfactory outcome to your dispute
Find a negotiated solution to your dispute with the help of a FairWay Conciliator
Undertake a legally-binding review of ACC's decision. Find out how to apply, what to prepare for, and information about the hearing, decision and appeal

One of our resolution coordinators will organise a hearing once all parties agree to a review.

Find out what costs you will incur, and what you can claim for.
Information specifically for advocates, party representatives and the wider ACC sector

FairWay has two booklets: one that covers mediation and facilitation, and the other regarding ACC reviews and a simplified brochure on ACC reviews.

FairWay maintains a searchable index of decisions that have been made at review.  Please use the search options below to find more information. ​