ICRA - Press Release

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3 July 2019

HELPING TO MAKE A DIFFERENCE FOR ACC CUSTOMERS

The New Zealand Dispute Resolution Centre (NZDRC) is delighted to announce that as of 1 July 2019, it is now providing independent review and dispute resolution services to ACC and its customers through its subsidiary organisation, the Independent Complaint and Review Authority (ICRA).

“It is an honour and a privilege to have been selected to supply these services to ACC and its customers which recognises the consistently high standard and innovative nature of the dispute resolution services we provide. This is a unique opportunity for us to use our expertise to support ACC’s vision of putting people before process, to make a difference to the way ACC’s customers are engaged with, and to ensure the right outcomes are achieved. We are absolutely committed to ensuring the services remain customer focussed, transparent, efficient and effective and most importantly that that the services are delivered in a manner that palpably evinces impartiality and independence, and that all parties are treated fairly with dignity and respect,” said NZDRC Director, John Green.

While no one sets out to be an ACC client, the reality is that ACC touches the lives of a large number of New Zealanders whose quality of life is affected by the incidence and impact of injury and trauma. ICRA is committed to ensuring that the services are accessible and effective while appreciating and respecting important cultural dimensions and taking account of individual customer needs to make it easy for people to engage with us.

Three key objectives of ICRA in delivering the services are:

  • early Customer engagement – giving Customers the opportunity to be heard;

  • actively ensuring all Customers have access to and provide relevant information in a timely manner; and

  • timely resolution of disputed decisions through Review and/or Dispute Resolution.

ENDS

For more information, please contact Rob Yearbury, 09 486 7140 or rob@icra.co.nz

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