As the human face of ACC … Case Managers are vitally important, as they set the tone of the relationship [with the claimant] and have the potential to set and to continue to manage clients' expectations of ACC's services throughout the ACC journey.
(Research New Zealand, Understanding Clients' Expectations of ACC, 2012)
The theme of our Office's work programme for 2013/14 was Service delivery. As part of this theme, we decided to look at how the Accident Compensation Corporation (ACC) and the Ministry of Social Development manage cases and complaints. In August this year, we published our reports on how these two public entities deal with complaints.1 This report, the third in the series, looks at how ACC uses case management.