ACC Services Kōrero - Dec 2025
Tīhema 2025.
Nau mai haere mai, welcome to the latest edition of our ACC Services Kōrero.
In what feels like a blink of an eye, we have reached the last few weeks of 2025. Tīhema is always busy for us as we work hard to hold hearings and complete decisions so that our customers can have closure on their dispute before the year is out. This year though, that usual Christmas rush seems to have hit us a lot earlier!
Since our last edition of kōrero in Hūrae we've had some of our busiest months on record, not just in terms of the numbers of disputes that have been resolved, but also through some exciting growth for our team and for what we can offer our customers.
We previously shared that we were recruiting for both a Resolution Practitioner and Resolution Coordinator to join our team and we were delighted to welcome Catherine McNeill and Jalen Graham to Fair Way in Hepetema. Davinnia Tan has also recently rejoined us as a contractor. You can read a short introduction and get to know a bit more about Catherine, Jalen and Davinnia below.
Review volumes have continued to increase so we are fortunate to be in the process of recruiting additional practitioners and coordinators in preparation for the new year. We look forward to updating you on this in our next edition.
Alongside this, a big focus for us in recent months has been trialling new approaches and innovations to enhance the customer experience through the review process. One of these, the Rapid Review Pilot, has proven to be quite successful and a summary of the pilot can be found below.
For most of our team a well-deserved break is just around the corner and no doubt many of you are looking forward to some quality time with friends and family as well. We greatly appreciate being able to do this important mahi together and are excited about what's in store for 2026.
We hope that you enjoy hearing about what’s been going on at Fair Way and please get in touch if you have any feedback, comments or suggestions.
Ngā mihi o te Kirihimete me te Tau Hou!
Ngā mihi
Blair Wadams and Genessa Tabak
Operations Managers - ACC Services
Rapid review pilot
In our last edition of Kōrero, we shared that we had recently begun a pilot program where certain reviews could proceed straight to a hearing without the need for an initial case management conference. These 'Rapid Reviews' were those where all necessary evidence was available, no jurisdictional barriers were present, parties had suitable representation and the pilot approach was consented to by all. The aim of this initiative was to provide a faster pathway to a resolution for customers, with the hearing taking place and subsequent decision being issued within a much shorter timeframe.
Having piloted the Rapid Review approach for a little over six months now, it's been pleasing to see the benefits and results that we had anticipated coming to fruition. When compared with all other reviews received since the pilot began, customers with Rapid Reviews have had their matter heard 57% faster. In addition, only one review has needed to be adjourned part-heard at the hearing, indicating the correct matters have been identified for the expedited approach.
Feedback about the rapid review pilot has been very positive so far, noting the improved customer experience that reaching a faster resolution brings, without diminishing the opportunity to be heard and to engage adequately in the process. With this in mind, our next steps will be to consider whether the scope of eligible reviews can be expanded beyond the existing criteria.
High customer satisfaction
80% of customers surveyed from July to December 2025 were satisfied or very satisfied with their experience.
Introducing new team members
We are very excited to introduce you to some team members who recently joined the Fair Way Whānau.
Jalen Graham has joined us as a Resolution Coordinator, Catherine McNeill comes onboard as our newest Resolution Practitioner, and Davinnia Tan who some of you may remember from previous years has returned as part of our contractor team. Below is a little introduction about each of them.
Jalen Graham, Ōtautahi
Kia ora, ko wai au? Ko Jalen tōku ingoa.
Hi, my name is Jalen and I'm loving being a part of the Fair Way whānau. I was born in Tauranga but grew up in the lovely sunny Blenheim.
I spent a few years living in Perth, Western Australia before moving to Christchurch to attend UC. Since graduating, I have been working at the Ministry of Social Development and mostly have a background in primary and Māori health.
Outside of mahi, you’ll usually find me spending time with my whānau, on the sports field (I love playing ki-o-rahi), or learning new skills — I’ve just graduated a Raranga course and have learnt so much about the art of weaving.
- Jalen is pictured left and Catherine right
Catherine McNeill, Ōtautahi
Tēnā koutou, I am delighted to have joined the FairWay team as an ACC Resolution Practitioner.
I have recently returned from a period of parental leave after the arrival of my second son, Tommy in March. My eldest son, Jack, turned 2 in October so it has been a busy couple of years for the family.
In terms of work, most recently I was working at Fire and Emergency New Zealand as an employment investigator in the Behaviour and Conduct Office. Before that I was at ACC working as a Review Specialist so it has been great getting back into the ACC world. I am looking forward to meeting and working with you all.
Davinnia Tan, Te Whanganui a Tara
Kia ora e te whānau. Ko Davinnia toku ingoa, kei te Whanganui-a-Tara ahau e noho ana.
I am delighted to return to Fair Way as a contractor. I was a former employee from 2017 to 2020 as an ACC Resolution Practitioner. I have such great memories from my time at Fair Way, so I am excited to be back. This time, I will be working both in the ACC review services and Commercial Services space.
Since my time at Fair Way, I've had a few different roles, spanning from legal and managerial roles with the Overseas Investment Office in Toitū te Whenua (LINZ), leading the foster care legal and investigation team at the Royal Commission of Inquiry into Abuse in Care, and most recently as a Member at the Employment Relations Authority investigating and determining employment disputes.
However, the role I am most proud of and that has brought me the most joy is creating a family with my husband, and being mother to my son, Ihaia, who is now 22 months old.
Did you know?
Almost 60% of reviews with Fair Way are completed in 3 months or less!
- From July to December 2025
Christmas and New Year
The Fair Way team are available Monday to Friday across the Christmas and New Year period, except for the official statutory days.
You can get in touch as usual with our ACC Services team by phone on 0800 77 44 14 or by email at reviews@fairwayresolution.com.
Please note we may have reduced capacity at times as some of the team take a well-deserved summer break.
Christmas Opening Hours
Mon 22 December – Wed 24 December:
08:30 – 17:00
Mon 29 December – Wed 31 December:
08:30 – 17:00
Mon 5 January – Friday 9 January:
08:30 – 17:00
Customer feedback
“Adjudicator had an understanding that I was only a lay person with really no background in law, he guided me through the process. I can't say enough about how good he was because I was really struggling. Really all it took was a calm voice and some understanding.”
“The Resolution Coordinators do an excellent job to ensure the parties are informed, to be available for problem solving, and to support the more immediate work of the Reviewers.”
“The reviewer was respectful, thorough, and genuinely seemed to consider all the medical evidence I provided. The process felt balanced, and I appreciated being listened to after such a long and difficult experience.”
“The communication was excellent. The opportunity to meet prior to the formal review meant we were well prepared for the review itself. The reviewer was excellent, balanced, objective and provided clear explanations.”
- Furry team member Otto is counting down the sleeps until Santa Paws comes to town!