FairWay’s ACC review and dispute resolution service

01 July 2019

ACC have announced today the process for handling customer reviews is changing and it is the intention that these changes will make it easier for issues to be resolved as early as possible. 

Following a thorough procurement process, FairWay Resolution Limited are pleased to once again be selected as an independent provider of review and dispute resolution services for ACC customers.   FairWay is known for providing independent services to ACC customers who wish to have their decisions reviewed, with a history of over 100,000 completed cases for New Zealanders. 

As an independent dispute resolution and review provider, FairWay assists people to resolve their disputes with ACC in several ways, including mediation, conciliation and independent reviews. Independent reviews are the most common option.  Each year FairWay engages with thousands of New Zealanders and has a strong reputation for reliability, excellence, quality and consistency.  

“ACC customers are in trusted hands with FairWay. Independence and experience are our greatest strengths - we are the largest, privately owned specialist dispute resolution organisation in New Zealand.  We have unparalleled experience in dealing with Accident Compensation disputes, with over two decades of experience and a specialist team of expert practitioners dedicated to this important service,” said Bernard Lock, Head of ACC Services at FairWay Resolution Limited 

From 1 July 2019, there are some changes to the way disputes are resolved.   

“While the decision-making function carried out by our reviewers will not change, some customers may notice a change in the way we do things.  Every case will begin with a case conference and videoconferencing options will also be available.  These options will give customers greater choice about how they engage with FairWay,’ explains Bernard.     

While FairWay have introduced some changes, customers can expect the same great service from the nationwide team of specialist accident compensation reviewers and support team of resolution coordinators who guide ACC customers through the independent process. 

For more information on FairWay’s ACC services, please visit www.fairwayresolution.com/acc or freephone 0800 77 44 14.