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Receiving a review application 
When a client or other interested party asks us to review an ACC decision, we must log the 
request and assign a review specialist within 48 hours. 
The resolution coordinator is responsible for screening review applications and allocating 
reviews to review specialist. 
The review specialist is responsible for determining if a review application is an application for a 
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formal review or a complaint. They will then undertake a reconsideration of the original 
ACC decision to determine what action to take. If the request is late, the 
 Act 
review specialist considers the request with reference to the legislation relevant at the time of the 
decision. 
 
Contact 
 
Last review 02 Oct 2018 
Next review 02 Apr 2019 
Receive review application 
Information 
Responsibility 
 
ACC Staff 
When to use 
Official 
Use this instruction when you receive a review application. If you work in Resolution Services, go to Screen review 
 
application and al ocate. 
Before you begin 
 the 
See Timeframes for reviews. 
Instruction 
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Scan or email the  eview application to [email address] (Resolution Services) within 24 hours. 
 
 What happens next? 
The resolution coordinator will Screen review application and al ocate. 
Back to process map ↑ 
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Screen review application and allocate 
Responsibility 
Resolution coordinator 
When to use 

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Go to the 'Add info' tab in the 'PRC REV: Receive & Log Review' task and complete the review e-form lodgement 
details. 
Step 7 
Convert the review application to PDF, apply electronic date stamp, review number and upload to Eos. 
Step 8 
Close the 'PRC REV: Receive & Log Review' task, which wil  generate the 'PRC REV: Notification of Review 
Application' task. 
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Close the 'PRC REV: Notification of Review Application' task, which wil  generate the 'PRC REV: Complete Admin 
Review' task. Leave this task open until the reconsideration has been completed. 
Step 9 
 Act 
Look at the application to understand the issue at dispute. Consider: 
•  what is the application telling you? 
•  did we have enough information to make the original decision? 
•  has the client / applicant provided new information that needs to be considered? 
Step 10 
Information 
Review the client history in Eos to ensure you have an understanding of the claim file. 
 
Check the technical aspects of the decision: 
•  review the ACC850 Decision Rational - internal (or relevant documentation) in order to understand the original 
decision 
•  if required, consult with technical experts such as Tecnical or Legal Services 
 Official 
Step 11 
the 
Contact the case owner to inform them:  
•  that you've recieved a review application 
•  what the next steps are 
•  that you may contact them for further information 
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•  that you'l  advise the outcome of the review. 
 
Step 12 
Contact the applicant to: 
•  discuss the decision being reviewed 
•  discuss their reason for lodging the review 
•  discuss the timeframes that they should expect 
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•  identify the underlying motivations and issues 
•  identify the outcome being sought 
•  explore expectations and options for resolving the dispute 
•  determine the next steps 

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Act 
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Implementing alternative dispute 
resolution 
Review specialists decide whether to use alternative dispute resolution (ADR), for example 
mediation, to resolve client issues. A disputes provider arranges the ADR. 
 
Contact 
 
Last review 02 Oct 2018 
Next review 02 Jul 2019 
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Prepare for alternative dispute resolution 
 Act 
Responsibility 
Review specialist 
When to use 
Use this instruction when the Review specialist decides to proceed with ADR. The client or their representatives must 
also agree to proceed to ADR. 
Before you begin 
 Information 
•  See Alternative dispute resolution. 
•  Make sure either the Receiving a review process or the Preparing for alternative dispute resolution when a 
review has not been lodged process has been completed. 
Instruction 
Official 
Step 1 
 
Create and do the ‘PRC REV: Request for Mediation/ Facilitation’ task select ‘Mediation/Facilitation’. 
 the 
Step 2 
Select ‘Pending Mediation’ with the reason ‘Mediation is approved prior to review hearing’. 
Step 3 
 under 
Leave the ‘PRC REV: Request for Mediation/Facilitation’ task open until you expect the mediation/facilitation to be 
completed. 
 
What happens next 
Go to Prepare referral for FairWay Resolution Ltd. 
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Back to process map ↑ 
Prepare referral for FairWay Resolution Ltd. 
Responsibility 
Review specialist 
When to use 
Use this instuction when you need to prepare the documents to be sent to FairWay prior to the alternative dispute 
resolution. 
Instruction 
Step 1 
In the ‘Prepare Documentation’ task include: 
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•  client/applicant name 
 
•  confirmed address for delivery 
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•  how client advocate has agreed to receive the copy file. 
 
Step 2 
Where relevant, include the: 
•  ACC6239 Review - ADR file cover sheet letter and change the option to request either a facilitated 
conference, conciliation or mediation 
•  ACC decision letter that the client wishes to have reviewed 
•  ACC33 Review application form 
Information 
•  ACC850 Decision rationale - internal form or similar document outlining the reason for decision 
 
•  ACC6239 Review-ADR cover sheet 
•  ACC6173 Information disclosure checklist (when copying and providing documents) 
•  any other relevant material, eg documents referred to in ACC850 (to be determined on a case by case basis 
by ACC following discussion with client). 
  
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Step 3 
the 
 Transfer the 'Prepare Documentation' task to the resolution coordinator. 
 
What happens next 
•  FairWay wil  contact al  parties involved within five calendar days of receiving the request and let them all 
know the details of the alternative dispute resolution. 
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•  go to Attend alternative dispute resolution 
 
Attend alternative dispute resolution 
Responsibility 
ACC representative(s) / Review specialist 
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When to use 
Use the instruction when you need to attend some form of alternative dispute resolution such as a facilitated 
conference, conciliation or mediation. 
Instruction 

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Investigating extenuating circumstances 
If a review application or reapplication relates to a decision made under the Accident 
Compensation (AC) Act 2001, and is not made within the statutory three month timeframe, the 
Review Specialist investigates and either accepts or declines any extenuating circumstance. If the 
Review Specialist declines the extenuating circumstances the applicant has three months to 
request a review of this decision. 
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If the applicant: 
 
•  requests a review of our decision to decline their extenuating circumstances, we lodge the 
request and begin a new administrative review of the decline decision. The original 
Act 
request goes on hold until the extenuating circumstances review is resolved  
•  does not request a review of our decline decision, we ask the reviewer to make a no 
jurisdiction decision on the substantive matter. 
•  See policy Managing withdrawn and then re-submitted review applications 
 
Contact 
 
Last review 02 Oct 2018 
Next review 02 Jul 2019 
 Information 
Investigate extenuating circumstances 
Responsibility 
Review specialist 
Official 
When to use 
 
Use this instruction to: 
 the 
•  investigate extenuating circumstances when a late application for review relates to a decision made under the 
AC Act 2001 
•  decide whether we should accept or decline the late application using the extenuating circumstances 
provision. 
under 
Before you begin 
 
This process only relates to decisions made under the AC Act 2001, or after 1 January 2002. For more information 
see: 
•  Reviews overview 
•  Late review applications. 
Instruction 
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Step 1 
Open the ‘PRC REV: Investigate Extenuating Circumstances‘ sub task. This sub task is generated when the 
‘Complete Administrative Review’ task is closed and the review specialist chooses the 'Extenuating Circumstances' 
option. 

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Act 
Information 
Official 
the 
under 
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•  ‘PRC REV View Review Submissions' 
•  ‘PRC REV: Prepare Submission’. 
What happens next 
Go to Preparing for a review hearing. 
Back to process map ↑ 
Decline extenuating circumstances 
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Responsibility 
 Act 
Review specialist 
When to use 
Use this instruction when you make a decision to decline extenuating circumstances. 
Instruction 
Step 1 
Complete the following: 
 Information 
•  close the ‘PRC REV: Investigate Extenuating Circumstances’ task 
•  select ‘Decline invalid application’ 
•  select the reason ‘not eligible to review’ to create a ‘PRC REV: Decline Invalid Application’ task. 
Step 2 
 Official 
Do the ‘PRC REV: Decline Invalid Application’ task and generate a REV12 Late review - application declined letter 
Step 3 
 the 
Complete and send the REV12 Late review - application declined letter to the client. 
Step 4 
under 
Close the ‘PRC REV: Decline Invalid Application’ task to generate the following tasks: 
 
•  ‘PRC REV: Prepare Documentation for Review' and assign to the Resolution Coordinator 
•  ‘PRC REV: Check Review Lodgement - Decline Decision’. 
 
What happens next 
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Go to Prepare documentation for review 
Back to process map ↑ 
Prepare documentation for review 

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Preparing for a review hearing 
When someone asks for a review of a decision, we do a reconsideration review to identify 
opportunities to resolve the clients concerns. If we decide to proceed to a review hearing, we use 
this process to prepare for the hearing. This process will also be used, if at any point during the 
resolution process the need to proceed to a formal review hearing occurs. 
This process includes preparing the documentation and submission for the hearing and 
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providing it to the appropriate interested parties before it takes place. It can also include   
preparing the full client copy file. 
 Act 
You can also view the Grow@ACC training book for electronically transferring files HERE. 
 
Contact 
 
Last review 02 Oct 2018 
Next review 02 Jul 2019 
Request review hearing 
Responsibility 
 Information 
Review specialist 
When to use 
Use this instruction when you need to request a formal review hearing with FairWay. A formal review hearing wil  need 
Official 
to be requested in cases where: 
 
•  a reconsideration has been completed and the decision is to proceed to a review hearing 
•  it has been decided to proceed with alternative dispute resolution 
 the 
•  a client or their representative has refused to withdraw their application for review 
•  resolving an issue has taken longer than seven calendar days from the receipt of the review application. 
Instruction 
under 
Step 1 
 
Select the ‘PRC REV: Pending Review Hearing’ and ‘New Process Review’ task, which wil  generate the ‘Prepare 
Documentation’ task and the ‘Prepare Submission’ task. 
Step 2 
In the ‘Prepare Documentation’ task include: 
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•  client/applicant name 
•  confirmed address for delivery 
•  how client advocate has agreed to receive the copy file. 
Transfer this task to the resolution coordinator. 
Step 3 
Upload and complete Section 7 'Relevent documents' of the ACC6239 ACCReview - ADR cover sheet in Eos. 
You must complete it correctly, otherwise you’l  be asked to complete it again. 
What happens next 
The resolution specialist will Check or prepare full client copy file. 
  
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Check or prepare ful  client copy file 
Responsibility 
 Act 
Resolution specialist 
When to use 
Use this instruction when you need to prepare for a review hearing, to ensure the full client copy file includes all the 
relevant documents and is ready to send to FairWay. 
Before you begin 
Information 
The Client Information Team (CIT) prepare, privacy check and save the files to be sent to FairWay and the client’s 
 
Eos claim record as ‘Client copy information request’. See Receiving a review application and Preparing client 
information in a CIT. 
Instruction 
Step 1 
 Official 
Create the PRC REV: Complete Review Copy File for [insert name of resolution coordinator]’ task. 
Step 2 
 the 
CIT wil  prepare the full client file, upload it to Eos, and wil  alert the resolution coordinator when this is complete. 
Step 3 
under 
Complete al  the necessary content and privacy checks for the copy file. 
 
See Privacy check before disclosing information. 
Step 4 
Generate a ACC6239 Review - ADR cover sheet to FairWay requesting review hearing. Save the letter in the 
‘FairWay Transfers’ folder as a PDF, using the following naming convention: 
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ReviewNumber_ClientLastNameClientFirstInitial_OTHERDOCS_DocumentNumber.PDF 
What happens next 
The resolution cooridnator wil  Prepare review documents for transfer to FairWay 
Back to process map ↑ 

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Information 
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Resolution coordinator 
When to use 
Use this instruction to save the ACC6239 Review - ADR cover sheet in Eos. This wil  ensure you don't accidently save 
a blank ACC6239. 
Before you begin 
You wil  have reviewed the documents for hearing. 
Instruction 
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Step 1 
 
Open the ACC6239 Review - ADR cover sheet and complete the relevant fields in Eos, including typing in the hub's 
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email address (in most cases this is yours). 
Note: Don't type the email address into this field, you must copy and paste it. 
Step 2 
Ensure Section 7 'Relevent documents' of the ACC6239 has been completed by the review specialist. Include the: 
•  electronic file name 
•  name of the pdf claim file where the relevant document is stored 
 Information 
•  pages within the pdf claim file where the relevant document is stored. 
Step 3 
Save the document by clicking on 'Save' to save it as a Word 2003 (.doc) file in Eos. 
Step 4 
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Leave the document in an ‘Incomplete’ state in Eos. This wil  mean you're able to save the document into the 'FairWay 
Transfers' folder later. 
 the 
Step 5 
Go back into the document. This wil  probably take up to 5-10 minutes before it's available. As it's stil  ‘Incomplete’ in 
Eos, it'l  open in Word.  under 
Step 6 
Save the ACC6239 Review - ADR cover sheet in the ‘Fairway Transfers’ folder using the following naming convention: 
ReviewNumber_ClientLasNameClientFistInitial_RELVDOCS_Document Number.docx 
Note: You must save it as a ‘docx’ file otherwise it wil  not transfer successfully to FairWay. To do this, in Word 2010, 
click ‘File’ and then click the ‘Convert’ icon. 
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Step 7 
Change the document to 'Complete' in Eos. 
Step 8 
Check that the documents have been saved to the ‘FairWay Transfers’ folder correctly. 
If you find any errors in the content or file names, or notice errors in any of the files already saved to the folder: 
•  email the FairWay Transfers Administrator to tel  them about the error, at [email address] 
•  when the FairWay transfers administrator tel s you that the file has been deleted, re-save the file. 
What happens next 
An automated email wil  be sent from FairWay to the hub email confirming receipt of the files within 24 hours of the 
transfer. If an email isn't received within two days of uploading the files to the transfer folder, contact the FairWay 
Transfers Administrator to determine whether the files were transferred and request a confirmation email. If the files 
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didn’t transfer, repeat this process. 
The review specialist wil  Prepare review documents for interested parties. 
 Act 
Back to process map ↑ 
Prepare review documents for interested parties 
Responsibility 
Review specialist 
Information 
When to use 
 
Use this instruction to generate and prepare the review documents for the interested parties. 
Instruction 
Step 1 
 Official 
Generate the following documents: 
•  REVIS01 Review Hearings 
 the 
•  REV06 Letter to other interested parties with relevant documents. 
Step 2 
Delete the documents that you don’t need, eg: 
 under 
•  the REV06, if the issue doesn’t relate to a work injury 
•  the ACC6239, as it's now electronical y transferred to FairWay. 
Step 3 
Edit and secure print the remaining documents and change the status of the task to ‘Complete’. 
What happens next 
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The resolution coordinator wil  Provide review documents to interested parties. 
Back to process map ↑ 

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FairWay wil  arrange the hearing and notify you of their decision. You’re expected to attend the hearing, unless an 
exception applies. 
When you receive the decision, go to Managing the review outcome. 
This process ends. 
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Review specialist 
When to use 
'Use these instructions when the outcome of the review includes the provision or reinstatement of cover or 
entitlements. 
Instruction 
Step 1 
Contact the case owner to discuss the provision or reinstatement of cover or entitlements. 
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Step 2 
 
Al ocate to the case owner for action using a 'General User' task which includes actions required.   Act 
This process ends. 
Back to process map ↑ 
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Managing an appeal
Managing an appeal
Claims Management (CM) staff become involved in an appeal process when ACC Legal Services logs an
appeal request from the Ministry of Justice. There is a 20 working day timeframe to complete the copy file
process.  Legal Services manage the appeal process and any contact with the reviewer, the Court and
ACC’s Counsel. CM staff prepare the appeal files and provide copies to Legal Services for the Judge
and Counsel. See Requests for full client copy files.
Following the appeal, CM staff implement the appeal decision and update the claim file.  CM staff may
sometimes need to respond to requests for copies of 
.
review hearing transcripts
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Contact 
Last review 16 Aug 2019
Next review 15 Aug 2020
 
Act 
Click on a shaded box for instruction details
 
 Information 
 Official 
 the 
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Managing an appeal
Services task, and will have a time of 0 hours and the description: “CIT - complete disclosure
confirmation as per Privacy Act requirements. Please return task to sender once completed”.
Instruction
Step 1
If you think you can’t complete the CIT task within the required 24 hour timeframe:
discuss with your team manager or team leader
let the CIT know as soon as possible.
Step 2
Check all the client information in Eos and make sure all 
 documents are 
legally privileged
secured
and identified using the document type ‘Legally privileged advice/documents’.
Do not edit the CIT ‘General’ task
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Do not remove any documents from the claim file.
 
See Information requests and legal professional privilege and/or get advice from  Technical
Services if needed.
Step 3
 Act 
Email the CIT staff member responsible to confirm which documents you've secured.
Step 4
Transfer the task back to the CIT within two working days, stating that you’ve completed document
validation.
Step 5
If any other actions are needed, eg a document should be deleted, discuss with the CIT.
What happens next?
The CIT will collate and privacy check the client copy file, upload it to Eos then send you a return
Information 
task to let you know it's ready. When you receive this task, go to Print copy file. The CIT will also
 
provide the reason for redacting any information from the claim file. This reason(s) will appear within
the file completed notification task.
Back to process map ↑
Print copy file
Official 
Responsibility
 
Case owner / manager
When to use
 the 
Use this instruction to print two copies of the client copy file prepared by the Client Information
Team (CIT), when you receive a return task to let you know the file's ready in Eos.
Files are uploaded within 15 working days, the completed printed file needs to be provided to Legal
Service within an additional 5 working days.
Before you begin
 under 
The task will be called ‘CIT – appeal file completed and uploaded to Eos on *date* at *time*’, with
the task description: “document requested for appeal file *date requested”.
Instruction
Step 1
Transfer the CIT return task from your administration queue to your individual queue.
Step 2
Generate an 
ACC035 Checklist – Preparing Files for District Court Appeals to complete as you
prepare the files.
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Step 3
Find the client copy file prepared by the CIT in Eos.
Step 4
Check that the file is for the right client and the right appeal.
Step 5
Print two copies of the copy file, one for the Judge and one for ACC’s Counsel.
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Managing an appeal
Step 6
Clear your work area or go to a dedicated privacy desk.
Step 7
Fasten each volume of the Judge’s file in an 
 with no loose sheets, then label each
ACC file cover
volume as follows:
‘Judge's file’
client’s first name and surname
volume number (if more than one volume)
claim number.
Step 8
Fasten each volume of the Counsel’s file in an ACC file cover with no loose sheets, then label each
volume as follows:
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‘Counsel file’
client’s first name and surname
volume number (if more than one volume)
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claim number.
What happens next?
Go immediately to Complete Judge’s file.
Back to process map ↑
Complete Judge’s file
Responsibility
Case owner / manager
Information 
When to use
 
Use this instruction to identify documents secured in Eos and add them to the Judge’s file.
Before you begin
The Judge’s file must not include any 
 documents. See 
legally privileged
Requests for full client copy
files.
Instruction
 Official 
Step 1
In Eos, identify and print securely any previously secured documents except those labelled
“legally privileged”.
 the 
Step 2
Double check the printed documents to make sure there are no legally privileged
documents. Destroy any legally privileged documents printed in error.
Step 3
under 
 the remaining printed documents using  an 
Privacy check
ACC6173 Information disclosure
 
checklist for guidance (see section 4).
For each document, note “privacy checked” in the Eos document ‘comments’ field and the Contact
‘description’ field.
Step 4
Place the privacy checked documents in a clearly labelled A4 sized Of
 and
ficemax copysafe pocket
attach it to the most recent volume of the Judge’s file.
What happens next?
Released 
Go immediately to Complete ACC Counsel’s file.
Back to process map ↑
Complete ACC Counsel’s file
Responsibility
Case owner / manager
When to use
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Managing an appeal
Use this instruction to add the secured documents to the Counsel’s file, after you’ve completed the
Judge’s file.
Before you begin
The Counsel’s file includes legally privileged documents. See Requests for full client copy files.
Instruction
Step 1
In Eos, identify and print securely any previously secured documents including those labelled
“legally privileged”.
Step 2
Double check the printed documents to make sure you’ve included legally privileged documents.
Step 3
 1982
 the printed documents using the 
Privacy check
ACC6173 Information disclosure checklist for
guidance.
For each document, note “privacy checked” in the Eos document ‘comments’ field and the Contact
Act 
‘description’ field.
 
Step 4
Tag any documents withheld from previous copy files so Legal Services can decide what to do with
these on appeal.
Step 5
Place the privacy checked documents in a clearly labelled A4 sized Of
 and
ficemax copysafe pocket
attach it to the most recent volume of the Counsel's file.
What happens next?
Go immediately to Check files and send to Legal Services. Information 
Back to process map ↑
 
Check files and send to Legal Services
Responsibility
Case owner / manager
Official 
When to use
 
Use this instruction to check the Judge and Counsel files and the attached documents and send
them to Legal Services.
the 
Before you begin
 
Complete this task as soon as possible. Clear your work area or go to a dedicated privacy desk.
Instruction
Step 1
Check that:  under 
all volumes of the Judge’s file are correctly labelled
the attached privacy checked documents exclude legally privileged documents.
Step 2
Check that:
all volumes of the Counsel’s file are correctly labelled
the attached privacy checked documents include legally privileged documents
documents not released with previous client copy files are tagged for Legal Services.
Step 3
Released 
Make sure:
the content of the Judge and Counsel files match exactly
the attached privacy checked documents match exactly, except for the legally privileged
documents.
Step 4
Do not send any files directly to the Court. Courier both files to the ACC Legal Services address
on the ACC035 and note this as a 'Contact' in Eos.
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Managing an appeal
Step 5
Complete and sign the ACC035 and log it in Eos on the Claim or Party record, as appropriate.
What happens next?
Legal Services will check the appeal files and add the 
, 
review transcript reviewer’
 and a
s notes
cover sheet then provide them to the District Court and ACC’s Counsel for the appeal. After the
appeal Legal Services will:
email the team manager (TM) with the outcome and send them a task if any action is required
check the Judge and Counsel files for any new documents and send these to the business unit.
If they receive an original Judge’s file back, they’ll send the file with any new documents
attached.
Go to Implement appeal decision.
Back to process map ↑
 1982
Implement appeal decision
Responsibility
 Act 
Team manager
When to use
Use this instruction if you receive one or more of the following from Legal Services following an
appeal:
an email advising the appeal is dismissed or withdrawn
an ‘Implement appeal decision’ task
an original Judge’s file
any new documents, either on their own or attached to an original Judge’s file.
Before you begin
Information 
If any actions are needed as part of the appeal decision, begin these as soon as possible and make
 
sure you close the task within seven working days.
Do not confuse the 'Implement appeal decision' task with the ‘Record Appeal Decision’ task in Eos.
Only Legal Services can close the ‘Record Appeal Decision’ task.
Instruction
Step 1
 Official 
If you receive...
then...
an original Judge’s file
file it in accordance with branch protocol
 the go to step 2
any new documents
log the new documents on the claim file in Eos
secure any that are labelled “legally privileged”
go to step 2
 under 
no documents or files
go to step 2
 
Step 2
If you received...
then...
an email advising the appeal is
this process ends
Released 
dismissed or withdrawn
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Managing an appeal
If you received...
then...
an ‘Implement appeal decision’ task
review the task. The details will vary according to
whether the appeal decision is:
'Allowed'
'Settled and Withdrawn'
'Referred back'.
go to step 3
 
Step 3
Complete the required actions in the ‘Implement appeal decision’ task. These may include one or
1982
more of the following:
 
'Provide cover'
'Reinstate weekly compensation'
'Reinstate entitlements'
 Act 
'Pay any costs that may have been awarded.'
Step 4
If costs have been awarded, create a purchase approval using the appropriate payment code below:
DISP02:  Appeal – Other costs awarded to the client / appellant
DISP03:  Appeal - Medical & Other Advisors.
Step 5
Close the task.
What happens next?
Information 
This process ends.
 
Back to process map ↑
Receive review transcript and respond to requests
Responsibility
ACC Business Unit
 Official 
When to use
Use this instruction when you receive either:
the 
a 
 or certificate from the reviewer
review hearing transcript 
a request for a copy of a review hearing transcript that is already on file.
Note: If a request for a Review transcript is made outside of the Appeal process, refer the requestor
to FairWay.
Before you begin
under 
You may need to complete this instruction at any time.
 
If a copy of the review hearing transcript is not available, the reviewer will issue a certificate to
confirm that either:
the review was conducted ‘on the papers’
the recording of the hearing cannot be located.
Instruction
Step 1
If you receive...
then...
Released 
a copy of the review hearing transcript or
scan the copy of the transcript or certificate and
a certificate from the reviewer
any notes to EOS claim documents
this process ends
a request for a copy of a review hearing
go to step 2
transcript already on file
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Managing an appeal
 
Step 2
If the request for the transcript is from...
then...
the client or another person who was a party to
go to step 4
the review hearing, such as an employer
the client’s authorised representative
check the client's file for an 
ACC5937
Authority to Act signed by the client
go to step 3
an unknown or potentially unauthorised party
do not send the transcript. Discuss the
request with a technical specialist
 1982
if advised to proceed, go to step 4
if advised not to proceed:
send them an 
INP07 Personal info
Act 
request – decline request letter 
this process ends
Step 3
If you...
then...
confirm their authority to receive the
go to step 4
information
can’t confirm their authority
do not provide the transcript. Discuss the request with a
technical specialist  Information 
if advised to proceed, go to step 4
if advised not to proceed:
send them an 
INP07 Personal info request –
decline request letter
this process ends
Official 
Step 4
 
Provide them with a copy of the transcript. See Privacy check before disclosing information
(Delivery options for clients). the 
Step 5
 
Add a ‘Contact’ in Eos.
What happens next?
Go to Settle the process.
Back to process map ↑
 under 
Settle the process
Responsibility
Case owner / manager
When to use
Use this instruction when you need to:
add the settlement offer documents to claim file
Released 
reinstate cover and/or entitlements to a client
pay ACC's legal representation costs.
Before you begin
You may need to complete this instruction at any time.
The Review Monitoring Panel will consider a recommendation from Legal Services regarding
settlement of the appeal.  Once a decision has been made the team manager (TM) or equivalent will
be notified. You must get instructions from them before you begin.
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Managing an appeal
Instruction
Step 1
Upload the following documentation into Eos:
instruction from the Review Monitoring Panel to make an offer of settlement
ACC counsel’s offer of settlement
client or advocates acceptance of settlement.
Step 2
Consult your TM or equivalent before completing any of the steps below.
If you need to…
then…
provide cover as a result
1982
send letter revoking earlier decision to confirm cover has been
 
of a settlement
granted
update the cover status in Eos:
note that cover has been provided
Act 
refer to review number in the ‘cover status change reason’
 
select ‘no’ when asked to ‘Send auto accept letters?’
go to step 3
reinstate cover as a
update the cover status in Eos to show that cover has been
result of a settlement
provided
go to step 3
provide or reinstate an
add an appropriate follow-up task in Eos, eg ‘Follow-up
entitlement
entitlements’ or ‘Follow-up on suspended entitlements’
Information 
record your planned actions in the ‘activity details’ of the follow-up
 
task, in line with the review decision
send the follow-up task to the appropriate party to action
go to step 6
pay costs to the client’s
go to step 4
advocate
 Official 
pay costs to the client
go to step 5
the 
Step 3
 
Check the correct injuries are noted in the 'Medical' tab. If the client needs further assistance
transfer the file to the appropriate business unit then go to step 5.
Step 4
Use the following table to decide how to pay the client’s advocate.
 under 
If you…
then…
don’t have the client’s authority to
go to step 5 to pay the client direct
pay their advocate
have both:
note the purchase approval number on the invoice
the client’s authority to pay their
then send it to the payment team at the Hutt
advocate
Processing Centre
Released 
a proper invoice
go to step 6
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Managing an appeal
If you…
then…
have the client’s authority to pay
complete an 
ACC161 Proforma invoice. See
their advocate but do not have an
Proforma invoice example
invoice
attach a copy of Legal Services settlement letter
of the review decision that confirms the costs
awarded
send these with the completed ACC161 to the
Hutt Processing Centre
go to step 6
 
Step 5
1982
Pay the client direct:
 
Use the 'Entitlements' tab to create a purchase approval for the awarded costs using the
appropriate payment code below:
DISP02:  Appeal – Other costs awarded to the client / appellant
 Act 
DISP03:  Appeal - Medical & Other Advisors.
Print a copy of Legal Services settlement letter of the review decision to validate the costs being
awarded
Note the purchase approval number on the first page of the settlement offer then send it to
either the Hamilton Service Centre or the Elective Services Centre for a client reimbursement
payment.
Step 6
Ensure that any original documentation included in the claim received from Legal Services is
removed from the copy file and scanned into Eos. Make sure you secure any legally privileged
documentation.
What happens next?
 Information 
This process ends.
Back to process map ↑
 
 Official 
 the 
 under 
Released 
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Document Outline