1982
Act 
Information 
Official 
the 
under 
Released 

---

Accept or Decline Late Review Application v8.0
Summary
Objective
To determine if a review application which was received more than three-months after the decision can be accepted.
Background
The Accident Compensation Act (the Act) 2001, s135(3), states when ACC can accept a late review application.
The Act says that ACC must accept a late review application from a claimant if it is satisfied that there were extenuating circums-
tances that affected the claimant's ability to meet the time limits. Section 135(3) of the Act and provides guidelines of extenuating 
circumstances. These are not exhaustive.
1982
(a) 
where the claimant was so affected or traumatised by the personal injury giving rise to the review that he or she was unable to 
consider his or her review rights; or
(b) 
where the claimant made reasonable arrangements to have the application made on his or her behalf by an agent of the clai-
Act 
mant, and the agent unreasonably failed to ensure that the application was made within the required time; or
(c) 
where the Corporation failed to notify the claimant of the obligations of persons making an application.
Owner
Expert
Procedure
PROCESS
Complete Background Review
Review Specialist
Information 
1.0 Consider extenuating circumstances
Review Specialist
a Check the date of the decision and see what Act applies to the review case. If the current Act applies proceed to the next task.
NOTE What if the decision relates to a decision/s made under the 1972 or 1982 Act?
Please refer the application to a Senior Review Specialist for a decision on whether to accept or decline the late 
Official 
lodged application.
b Determine if enough information has been given about the extenuating circumstances to make a decision.
NOTE What if insufficient or no information has been given?
Contact the customer/representative to request missing information.
the 
NOTE What if the customer/representative cannot be contacted?
Continue attempting to make contact with the customer/representative up until the Case Conference, which needs to 
be scheduled within the specified timeframes.
PROCESS Prepare and Attend Case Conference (CC)
c Add a contact in Eos, or Juno_CRM, as appropriate with all attempted contacts and outcome.
under 
Late Review Applications Policy
d Consider all of the information provided and/or gathered and determine whether to accept or decline the extenuating circums-
tances.
2.0 Accept extenuating circumstances
Review Specialist
a In Eos, generate, complete and send the REV013 Accept late review application decision letter.
Go to Complete Background Review
Released 
REV13 Accept Late Lodge Review Application
b Proceed through to 'Complete Background Review'. This process ends.
Complete Background Review
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Accept or Decline Late Review Application
Uncontrolled Copy Only : Version 8.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 9:56 PM
Page 2 of 5

---

2.1 Decline extenuating circumstances
Review Specialist
a Consider the substantive review issue and determine whether the decision was incorrect. If the decision was incorrect go to 
Implement Resolution Obligations.
Implement Resolution Outcomes
b Contact the customer/representative by phone and advise them:
-of the decision to decline their extenuating circumstances and
-that this decision itself can be reviewed.
NOTE What if the customer/representative want to review ACC decision to decline their late review application?
Advise the customer/representative that they can have the decision to decline the late review application reviewed and 
explain how this works with the review for the substantive decision.
NOTE What happens to the substantive (original review application) matter?
1982
The substantive matter will have been transferred to the reviewer for a hearing date to be set and remains active. It 
will be put aside until the new extenuating circumstances review request is resolved.
c Generate and send the REV012 Decline late review application letter. If appropriate, in Juno_CRM create an interaction and 
save the letter to the interaction.
Act 
REV12 Decline Late Lodge Review Application
d Generate an out of cog ['PRC REV: Decline Invalid Application'] Eos task. Click 'Add Info' and detail the reason for your deci-
sion. Once complete - close the task.
e Go to Prepare and attend Case Conference. This process ends.
Prepare and Attend Case Conference (CC)
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
Information 
PROCESS
Implement Resolution Outcomes
Review Specialist
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Official 
An application for review is allocated
Daily
TBC
the 
INPUTS
Input
From Process
How Used
An application for review
Receive, Log and Allocate Review Application
Review the information on the 
review applcation to determine 
whether to accept or decline 
extenuating circumstances
under 
Outputs & Targets
OUTPUTS
Output
To Process
How Used
A letter to the customer/representative either 
Conduct Initial Customer Contact
Contacting the 
accepting or declining a review application
customer/representative 
to discuss the review 
application.
Released 
PERFORMANCE TARGETS
None Noted
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Accept or Decline Late Review Application
Uncontrolled Copy Only : Version 8.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 9:56 PM
Page 3 of 5

---

Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Complete Background Review
Process
Review Specialist
Conduct Initial Customer Contact
Output
-
Implement Resolution Outcomes
Process
Review Specialist
Prepare and Attend Case Conference (CC)
Note, Process
Review Specialist
Receive, Log and Allocate Review Application
Input
-
PROCESS LINKS TO THIS PROCESS
1982
Process Name
Type of Link
Assigned Role
Complete Background Review
Note
Review Specialist Act 
RACI
RESPONSIBLE
Roles that perform process activities
Review Specialist
Systems that perform process activities
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Information 
Process 
Owner
Process 
Expert
CONSULTED
Official 
Those whose opinions are sought
STAKEHOLDERS
None Noted
the 
STAKEHOLDERS FROM LINKED PROCESSES
Process
Owner
Expert
Process Group
Complete Background Review
Manage Customer Reviews
Implement Resolution Outcomes
Manage Customer Reviews
Prepare and Attend Case Conference 
Manage Customer Reviews
under 
(CC)
INFORMED
Those notified of changes
All of the above. These parties are informed via dashboard notifications.
Systems
Released 
None Noted
Lean
None Noted
Process Approval
Date
Approver
Type
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Accept or Decline Late Review Application
Uncontrolled Copy Only : Version 8.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 9:56 PM
Page 4 of 5

---

19-12-2019 (GMT)
Process Owner
19-12-2019 (GMT)
Process Expert
19-12-2019 (GMT)
Promaster
Published on 19-12-2019 (GMT) by 
1982
Act 
Information 
Official 
the 
under 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Accept or Decline Late Review Application
Uncontrolled Copy Only : Version 8.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 9:56 PM
Page 5 of 5

---

V.1 Published 24 June 2019 
Promapp 
Accept or Decline Late Review Application  
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o 
1982
Highlight Changes 
  Compare to Current Published Version 
o  Export 
  Export Procedure Text 
Act 
•  Map 
•  Procedure  
Summary 
Show details 
•  Process Title 
Accept or Decline Late Review Application 
Information 
•  Reference no. 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
Official 
 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective 
under 
To determine if a review application which was received more than three-months after the decision can be 
accepted. 
•  Background 
The Accident Compensation Act (the Act) 2001, s135(3), states when ACC can accept a late review application. 
|~| ~|The Act says that ACC must accept a late review application from a claimant if it is satisfied that there were 
extenuating circumstances that affected the claimant's ability to meet the time limits. Section 135(3) of the Act 
and provides guidelines of extenuating circumstances. These are not exhaustive. |~| ~|(a)   where the claimant 
Released 
was so affected or traumatised by the personal injury giving rise to the review that he or she was unable to 
consider his or her review rights; or|~| ~|(b)    where the claimant made reasonable arrangements to have the 
application made on his or her behalf by an agent of the claimant, and the agent unreasonably failed to ensure 
that the application was made within the required time; or|~| ~|(c)    where the Corporation failed to notify the 
claimant of the obligations of persons making an application.|~| 

---

Objective 
To determine if a review application which was received more than three-months after the decision can be 
accepted. 
Background 
The Accident Compensation Act (the Act) 2001, s135(3), states when ACC can accept a late review application. 
 
The Act says that ACC must accept a late review application from a claimant if it is satisfied that there were 
extenuating circumstances that affected the claimant's ability to meet the time limits. Section 135(3) of the Act 
and provides guidelines of extenuating circumstances. These are not exhaustive. 
1982
 
(a)    where the claimant was so affected or traumatised by the personal injury giving rise to the review that he or 
she was unable to consider his or her review rights; or 
 
(b)    where the claimant made reasonable arrangements to have the application made on his or her behalf by 
Act 
an agent of the claimant, and the agent unreasonably failed to ensure that the application was made within the 
required time; or 
 
(c)    where the Corporation failed to notify the claimant of the obligations of persons making an application. 
Procedure 
Hide details 
PROCESS  
Complete Background Review 
Information 
•  Review Specialist 
Show / Hide details 
1.0 
Consider extenuating circumstances  
Official 
•  Review Specialist 
the 
 
a  
Determine if enough information has been given about the extenuating circumstances to make a decision. 
SHOW DETAILS NOTE  
What if insufficient or no information has been given? 
under 
SHOW DETAILS NOTE  
What if the customer/representative cannot be contacted? 
Prepare and At end Case Conference (CC) 
 
b 
Add a contact in Eos, or Juno_CRM, as appropriate with al  attempted contacts and outcome. 
Policy 
Released 
Late Review Applications Policy  
 
c  

---

Consider al  of the information provided and/or gathered and determine whether to accept or decline the 
extenuating circumstances.  
Information 
Accept or decline a late review application 
Eos Juno_CRM 
Show / Hide details 
2.0 
Accept extenuating circumstances  
1982
•  Review Specialist 
Act  
a  
In Eos, generate, complete and send the REV013 Accept late review application decision letter. 
Go to Complete Background Review  
WEB LINK WEB LINK 
Complete Background Review 
Eos 
Show / Hide details 
Information 
2.1 
Decline extenuating circumstances  
•  Review Specialist 
 
Official 
a  
By phone, contact the customer/representative and advise them: 
 
the 
-of the decision to decline their extenuating circumstances and  
-that this decision itself can be reviewed.  
SHOW DETAILS NOTE  
What if the customer/representative want to review the decision not to accept their late review application? 
 
under 
b 
Generate and send the REV012 Decline late review application letter. If appropriate, in Juno_CRM create an 
interaction and save the letter to the interaction. 
 
c  
Consider the substantive review issue and determine whether the decision was incorrect. If the decision was 
incorrect go to Fulfil Resolution Obligations. 
SHOW DETAILS NOTE  
Released 
What happens to the substantive (original review application) matter? 
WEB LINK WEB LINK 
Fulfil Resolution Obligations 

---

 
d 
Go to Prepare and attend Case Conference. 
WEB LINK WEB LINK 
Prepare for and Attend Case Conference (CC) 
Juno_CRM 
PROCESS  
1982
Prepare and Attend Case Conference (CC) 
•  Review Specialist 
Act 
PROCESS  
Fulfil Resolution Obligations 
•  Review Specialist 
 
Triggers & Inputs 
Show / hide details 
Information 
Triggers 
Starts 
Frequency 
Volume 
An application for review is allocated 
Daily 
TBC 
Official 
Inputs 
Input 
From Process 
How Used 
the 
An application 
Log, Acknowledge and 
Review the information on the review applcation 
for review 
Allocate Review 
to determine whether to accept or decline 
application 
extenuating circumstances 
under 
Outputs & Targets 
Show / hide details 
Outputs 
Output 
To Process 
How Used 
A letter to the 
Resolutions 
Contacting the 
Released 
customer/representative either 
Services Initial 
customer/representative to discuss 
accepting or declining a review 
Client contact 
the review application. 
application 

---

Performance Targets 
None noted 
RACI 
Show / hide details 
Responsible 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 
1982
•  Roles 
o  Review Specialist 
•  Systems 
Act 
None noted 
Accountable 
FOR ENSURING THAT PROCESS IS EFFECTIVE AND IMPROVING 
•  Process Owner 
o 
 
•  Process Expert 
o 
 
•  Risk Managers 
None noted 
Information 
•  Approvers 
None noted 
•  Publishers 
None noted 
Official 
Consulted 
THOSE WHOSE OPINIONS ARE SOUGHT 
the 
Stakeholders 
None noted 
Stakeholders from Linked Processes 
Process 
Owner 
Expert 
Process Group 
under 
Complete Background Review 
 
Manage Customer 
 
 
Reviews 
Fulfil Resolution Obligations 
 
Manage Customer 
 
Reviews 
Prepare and Attend Case Conference 
 
 
Manage Customer 
Released 
(CC) 
 
Reviews 
Informed 

---

THOSE NOTIFIED OF CHANGES VIA DASHBOARD NOTIFICATIONS 
Al  of the above plus:  
• 
 [System Stakeholders] 
Risk and Compliance 
Show / hide details 
None noted 
1982
 
 
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Close Review v21.0
Summary
Objective
To formally close a review and complete outstanding actions.
Background
A review outcome must be recorded and actioned to close the review. If costs are payable, instructions must be sent in order to fulfil 
legislative timeframes. Section 148(5) determines that payments must be made within 28 days of the review outcome.
Owner
Expert
1982
Procedure
PROCESS
Receive, Log and Allocate Review Application
Act 
Resolution Coordinator
PROCESS
Implement Resolution Outcomes
Review Specialist
1.0 Record resolution outcome
Resolution Coordinator, Review Specialist
a Record the resolution outcome and date in the [PRC REV: Record Review Outcome] task and close this task.
NOTE What outcomes should a Resolution Coordinator be recording as an outcome of a review hearing?
• Dismissed
Information 
• Modified (may be recorded as Quashed and modified).
• No Jurisdiction (may be recorded 'Dismissed - no jurisdiction', log this as 'No jurisdiction).
• Quashed (may be recorded 'Quashed and substituted', 'Quashed with directions' or 'Quashed by consent')
• Withdrawn (at hearing)
NOTE What outcomes should a Review Specialist be recording as a result of a resolution agreement, if the review 
was withdrawn prior to a review hearing, or overturned.
• Use 'Overturned - new information' if the decision was changed because of new information.
• Use 'Overturned - incorrect' if the decision was changed because the original decision was incorrect.
Official 
• Use 'Settled' if a resolution agreement was accepted.
• Use ' Withdrawn' ONLY where the customer or advocate agreed not to proceed.
DO NOT use the 'Withdrawn' code if the decision was overturned or settled.
the 
NOTE How should a resolution outcome be recorded if the review is about a levy decision?
1) Record the outcome in the Levy Spreadsheet.
2) In Juno_CRM, add an interaction and bullet point the review outcome.
3) Notify BCSD of the review outcome.
4) Email a copy of the Juno interaction and a copy of the decision document if one exists (ie case conference minutes, 
ADR agreement, Review decision) to [email address]. The subject line should read 'Resolution Services 
under 
Review Outcome Notification'.
b Record the review outcome, as it is described on the review decision, in the [PRC REV: View Review Outcome] task.
Released 
View Review Outcome Image.PNG
Updating the Levy Review Outcome
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Close Review
Uncontrolled Copy Only : Version 21.0 : Last Edited Tuesday, February 25, 2020 11:05 PM : Printed Monday, March 2, 2020 10:01 PM
Page 2 of 6

---

c Open the [PRC REV: View Review outcome] and record the rationale of the review outcome - if the outcome is a result of a 
resolution agreement; a withdrawal prior to a review hearing, or a decision being overturned.
Recording the Outcome Rationale in Eos
NOTE What if the review decision is about a levy or vehicle registration decision?
Update the Levy Review Spreadsheet with the review rationale for:
• offering a resolution agreement
• obtaining a withdrawal
• an overturned decision
d Remove External Counsel (if appointed) as a Eos claim participant unless they remain in an acting capacity for other reviews 
in progress.
e If the Review Coordinator is closing down the review, proceed to Step 4.0 (vendor) or Step 4.1 (client) to process the payment.
f If the Review Specialist closing down the review, complete the [PRC REV: Implement Review Costs/Entitlements] task in Eos 
and transfer it to the Hamilton Service Centre Quality Assurance queue if costs are payable (e.g. settlement costs).
1982
NOTE What information is required to complete the payments task?
• Vendor ID/Claim Number
• Review number
Act 
• Total amount to be paid
• Invoice linked to task: Yes/No
• Decision Document linked to task: Yes/No
Note: A decision document can include a conciliation agreement or Resolution Agreement.
Review Costs Regulations
http://legislation.govt.nz/regulation/public/2002/0081/latest/DLM117456.html#DLM117456
g Pay costs if review costs are payable on a levy decision.
NOTE How do review costs on a levy decision get paid?
• When paying costs to a customer. email [email address] and include the signed Costs Awarded 
Form, Review number, ACC number and the amount to be paid.Information 
• When crediting costs against an existing debt, email [email address])and include the Review number, ACC 
number and the amount to be credited on the account.
• When paying costs to an advocate/representative. email [email address] and include the advocates in-
voice and a copy of the review decision.
Costs Awarded Form
NOTE What if no costs are payable?
Official 
This process ends.
2.0 Communicate review outcome with Review Specialist
the 
Resolution Coordinator
a Email the review decision document to the allocated Review Specialist & Senior Review Specialist, and then file the document 
away to Eos.
NOTE How should the document be uploaded?
• If the review is about a decision on a claim, in Eos, set the document type to REV - Review decision from Fairway, 
and update the document description list the review number only. For example: Rev 1234567.
under 
• If the review is about a levy decision, email the review outcome to [email address]. The email is to in-
clude:
— Review number
— Customer/Representative name (if applicable)
— ACC number.
b Send a [General] task to the Review Specialist for their action, if the review outcome is quashed or modified.
3.0 Communicate review outcome with decision maker
Review Specialist
Released 
a Open the decision outcome received via email and read through the reviewers findings and conclusion.
b Forward the decision outcome via email to the decision maker and the decision makers Team Manager.
c Email [email address] to remove the hold if the review is about a levy decision and a hold has been placed on the ac-
count.
d Close the [Juno_CRM] flag if the review is about a levy decision.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Close Review
Uncontrolled Copy Only : Version 21.0 : Last Edited Tuesday, February 25, 2020 11:05 PM : Printed Monday, March 2, 2020 10:01 PM
Page 3 of 6

---

e Send a general task back to the decision maker with instructions on any actions required to implement the reviewers decision 
if quashed; quashed & substituted; or modified.
NOTE What if the review outcome was a dismissal?
If dismissed, send the decision onto the decision maker providing any feedback that might be valuable.
NOTE What if the claim is now closed?
In cases where you need to send a [General] task (e.g. quashed decision) and [the claim is closed] - send the task to 
the 'administration queue' of the last assigned branch.
NOTE What if the claim sits within NGCM?
First and foremost, note in the task 'decision maker name - stream it belongs to (eg 'Joe Blogs - Assisted Recovery').
Assisted Recovery:
• While claim is being actively managed it will sit in the Assisted Recovery Department Queue and tasks will need to 
be transferred to the Assisted Recovery Queue
• When claim is in Assisted Recovery Actioned cases tasks will need to be transferred to the Assisted Recovery 
1982
Department Queue
Supported Recovery:
• While claim is being actively managed it will sit in the case owners queue and tasks will need to be transferred di-
rectly to them (as per BAU today)
Act 
• When claim is in Supported Recovery Actioned cases tasks will need to be transferred to the Supported Recovery 
Department Queue and they will be allocated out from there to the most appropriate person
Partnered Recovery:
• While claim is being actively managed it will sit in the case owners queue and tasks will need to be transferred di-
rectly to them (as per BAU today)
• When claim is in Partnered Recovery – Actioned cases tasks will need to be transferred to the Partnered Recovery 
Department Queue and they will be allocated out from there to the most appropriate person
NOTE What might be valuable feedback for a decision maker to receive?
Consider the following:
• Did the reviewer find a flaw in ACC's application of the law?
• Did the reviewer make any other comments about ACC's application of the internal processes?
Information 
• Was there additional work/investigation undertaken by the RS prior to proceeding through to review that should have 
been done prior to the decision being issued?
f Check if Technical Services provided advice on the matter at review and if yes, send the decision outcome to the relevant 
Technical Specialist for their information.
4.0 Pay review costs for vendor
Resolution Coordinator
Official 
a In Eos, load the invoice and update the description field to 'Invoice - Review Cost - Review 'insert number''.
NOTE What if the invoice is for costs associated with representation by External Legal Counsel?
Upload the invoice to Eos and ensure that it is 'secure' and listed as 'legally privileged'.
the 
b Open the [PRC REV: Implement Review Costs/Entitlements] task and add the payment details and instructions.
NOTE What information is needed to complete the task for a vendor?
• Vendor ID
• Review number
• Total amount to be paid
• Invoice linked to task: Yes/No
under 
• Decision Document linked to task: Yes/No
Note: In some cases this information will already be provided by the Review Specialist.
Add the following:
• PO Number
• Date PO Created
• PO Codes: (Must be entered manually)
• Other comments:
c Complete the purchase order.
d Update the target date to today's date.
Released 
e Transfer the [PRC REV: Implement Review Costs/Entitlements] task to the 'Hutt Processing Centre - Administration' queue.
4.1 Pay review costs for a client
Resolution Coordinator
a In Eos, open the [PRC REV: Implement Review Costs/Entitlements] task and add the payment details and instructions.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Close Review
Uncontrolled Copy Only : Version 21.0 : Last Edited Tuesday, February 25, 2020 11:05 PM : Printed Monday, March 2, 2020 10:01 PM
Page 4 of 6

---

NOTE What information is needed to complete the task for a client?
• Claim Number
• Review number
• Total amount to be paid
• Invoice linked to task: Yes/No
• Decision Document linked to task: Yes/No
Note: In some cases this inforamtion will already be provided by the Review Specialist.
Add the following:
• PO Number
• Date PO Created
• PO Codes: (Must be entered manually)
• Other comments:
NOTE What if there is no verified account number in Eos?
1982
Contact the client via email and request they forward through their bank account number either via the post or prefer-
ably by email. Once received, file away in Eos and proceed with the payment arrangements.
If there is no verified email address on Eos, then return to the task to the Review Specialist who managed the review 
and ask them to contact the client for their account details.
Act 
b Complete the purchase order.
c Update the target date to today's date.
d Transfer the [PRC REV: Implement Review Costs/Entitlements] task to the 'Hamilton Service Centre - Claimant Reim-
bursement' queue.
Triggers & Inputs
TRIGGERS
None Noted
Information 
INPUTS
Input
From Process
How Used
A resolution outcome must have  N/A
The resolution outcome will be 
been agreed.
recorded and if applicable costs 
arraged to be paid.
Official 
Outputs & Targets
OUTPUTS
the 
Output
To Process
How Used
Payment Instruction
N/A
This is used to instruct 
payments to be made 
as a result of a review 
outcome
under 
PERFORMANCE TARGETS
Measure
Target
Payment processing time
Payments must be processed within 28 days from date of the 
review decision (S145(5))
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Released 
Process Name
Type of Link
Assigned Role
Implement Resolution Outcomes
Process
Review Specialist
Receive, Log and Allocate Review Application
Process
Resolution Coordinator
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Close Review
Uncontrolled Copy Only : Version 21.0 : Last Edited Tuesday, February 25, 2020 11:05 PM : Printed Monday, March 2, 2020 10:01 PM
Page 5 of 6

---

Implement Resolution Outcomes
Process
Resolution Coordinator, Review 
Specialist
Prepare and Attend Review Hearing (RH)
Output
-
RACI
RESPONSIBLE
Roles that perform process activities
Resolution Coordinator, Review Specialist
Systems that perform process activities
None Noted
1982
ACCOUNTABLE
For ensuring that process is effective and improving
Act 
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Information 
Process
Owner
Expert
Process Group
Implement Resolution Outcomes
Manage Customer Reviews
Receive, Log and Allocate Review 
Manage Customer Reviews
Application
INFORMED
Those notified of changes
Official 
All of the above, as well as; 
System Stakeholder], 
System Stakeholder]. These parties are informed via 
dashboard notifications.
the 
Systems
Eos
Juno_CRM
under 
Lean
None Noted
Process Approval
Date
Approver
Type
25-02-2020 (GMT)
Process Owner
25-02-2020 (GMT)
Process Expert
25-02-2020 (GMT)
Promaster
Released 
Published on 25-02-2020 (GMT) by 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Close Review
Uncontrolled Copy Only : Version 21.0 : Last Edited Tuesday, February 25, 2020 11:05 PM : Printed Monday, March 2, 2020 10:01 PM
Page 6 of 6

---

V.1 Published 21 June 2019 
Promapp 
Close Review 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Close Review 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
To formally close a review and complete outstanding actions. 
under 
•  Background  
A review outcome must be recorded and actioned to close the review. If costs are payable, instructions must be 
sent in order to fulfil legislative timeframes. Section 148(5) determines that payments must be made within 28 
days of the review outcome. 
Objective 
To formally close a review and complete outstanding actions. 
Released 
Background 
A review outcome must be recorded and actioned to close the review. If costs are payable, instructions must be 
sent in order to fulfil legislative timeframes. Section 148(5) determines that payments must be made within 28 
days of the review outcome. 

---

Procedure 
Hide details 
PROCESS  
Log, Acknowledge and Al ocate Review Application 
•  Resolution Coordinator 
PROCESS  
Fulfil Resolution Obligations 
1982
•  Review Specialist 
Act 
Show / Hide details 
1.0 
Record resolution outcome 
•  Resolution Coordinator 
•  Review Specialist 
 
a  
Record the resolution outcome.  
SHOW DETAILS NOTE  
Information 
How should a resolution outcome be recorded if the review is about a decision on a claim? 
Eos,SHOW DETAILS NOTE 
How should a resolution outcome be recorded if the review is about a levy decision? 
Juno_CRM interaction BCSD interaction ADR SHOW DETAILS NOTE 
What outcomes should be recorded as an outcome of a review hearing? 
SHOW DETAILS NOTE  
What outcomes should be recorded as a result of a resolution agreement, if the review was withdrawn prior to a 
review hearing, or overturned. 
Official 
Information 
Updating the Levy Review Outcome.pdf 
 
b 
the 
If the resolution outcome is a review hearing decision, email the document to the al ocated Review Specialist and 
then upload the document. 
SHOW DETAILS NOTE  
Where should the document be uploaded? 
Eos,
 
c  
under 
If the review outcome is a result of a resolution agreement, a withdrawal prior to a review hearing, or a decision 
being overturned, record the rationale of the review outcome.  
SHOW DETAILS NOTE  
What if the review decision is about a decision on a claim? 
Eos,SHOW DETAILS NOTE 
What if the review decision is about a levy or vehicle registration decision? 
Information 
Record the rational in Eos 
 
d 
If the review is about a levy decision, close the Juno_CRM flag.  
Released 
 
e  
If the review is about a levy decision and a hold has been placed on the account, email col [email address] to 
remove the hold. 
 

---

f  
If review costs are payable on a decision about a claim, in Eos, complete the PRC REV: Implement Review 
Costs/Entitlements task and transfer it to the Hamilton Service Centre Quality Assurance queue. 
SHOW DETAILS NOTE  
What if you want to chal enge the review costs? 
SHOW DETAILS NOTE  
What if the review has been withdrawn and review costs are being sought? 
SHOW DETAILS NOTE  
What information is required to complete the task for a vendor? 
ATA SHOW DETAILS NOTE  
What information is required to complete the task for a customer? 
Eos SHOW DETAILS NOTE 
1982
What information is required to complete the task if ACC was represented by external counsel at the review? 
invoice Eos.
 
g 
Act 
If review costs are payable on a levy decision complete one of the following: 
 
• When paying costs to a customer. Email [email address]. Include the signed Costs Awarded 
Form, Review number, ACC number and the amount to be paid. 
 
• When crediting costs against an existing debt. Email Collections & Recoveries - [email address]. Include 
the Review number, ACC number and the amount to be credited on the account. 
 
• When paying costs to an advocate/representative. Email [email address] Include the advocates 
invoice and a copy of the review decision. 
Information 
Review Costs Information.pdf 
Information 
Information 
Costs Awarded Form.docx  
SHOW DETAILS NOTE  
What if no costs are payable? 
Eos Juno CRM 
Show / Hide details 
2.0 
Pay review costs for vendor  
Official 
•  Resolution Coordinator  the 
 
a  
In Eos, open the claimant reimbursement payment task and add the payment details and instructions. 
SHOW DETAILS NOTE  
What information is needed to complete the task for a vendor? 
invoice,invoice 
 
under 
b 
In Eos, complete the purchase order.  
 
c  
In Eos, update the target date to today's date. 
 
d 
In Eos, transfer the reimbursement payment task to the Hamilton Service Centre - Claimant Reimbursement 
queue. 
 
e
Released 
  
The process ends here. 
Eos 
Show / Hide details 
2.1 

---

Pay review costs for a client 
•  Resolution Coordinator 
 
a  
In Eos, open the claimant reimbursement payment task and add the payment details and instructions. 
SHOW DETAILS NOTE  
What information is needed to complete the task for a client? 
invoice,invoice 
1982
 
b 
In Eos, complete the purchase order.  
 
Act 
c  
In Eos, update the target date to today's date. 
 
d 
In Eos, transfer the reimbursement payment task to the Hutt Processing Centre - Administration queue. 
 
e  
The process ends here. 
Eos 
 
Triggers & Inputs 
Information 
Show / hide details 
Triggers 
None noted 
Inputs 
Input 
From 
How Used 
Process Official 
A resolution outcome must  N/A 
The resolution outcome will be recorded and if 
have been agreed. 
applicable costs arraged to be paid. 
the 
Outputs & Targets 
Show / hide details 
Outputs 
under 
Output 
To 
How Used 
Process 
Payment 
N/A 
This is used to instruct payments to be made as a result of 
Instruction 
a review outcome 
Performance Targets 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Al  of the above plus:  
• 
 [System Stakeholders] 
Risk and Compliance 
Show / hide details 
None noted 
 
 
1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Complete Background Review v10.0
Summary
Objective
The objective of this process is to understand the ACC decision and the reason for the review application so that the Review Spe-
cialist is prepared to contact the customer to discuss and have a first attempt to resolve the matter.
Owner
Expert
Procedure
1982
PROCESS
Receive, Log and Allocate Review Application
Resolution Coordinator
Act 
1.0 Read the review application - claim decision
Review Specialist
Timeframes for Reviews Policy
a In Eos, open and read the information in the PRC REV: Complete Admin Review task.
b Read the information the customer has provided in and with the review application.
NOTE What if you believe the Review Cog has been generated incorrectly?
• Confirm with the customer/representative that it was not their intention to lodge a review application.
• Create a contact in Eos stating the Cog was generated in error and then email a Resolution Services Manager with a 
request to cancel the Review Cog.
c Check that the review application was lodged within the three month timeframe.
Information 
NOTE What if the review application was lodged outside of the three month timeframe?
Go to Accept or Decline Late Review Application.
PROCESS Accept or Decline Late Review Application
d If the review was lodged by a representative, check to see if the outstanding Authority to Act form has been returned. If an ATA 
is not outstanding or required, then continue with the process.
NOTE What if the outstanding Authority to Act form has not been returned?
Follow up with the representative to remind them the ATA is outstanding.
Official 
1.1 Read the review application - levy decision
the 
Review Specialist
Timeframes for Reviews Policy
a In Outlook, open and read the email and attachments sent by the Resolution Coordinator.
b Read the information the customer has provided with the review application.
c In Juno_BillingCenter, check if the account is overdue.
under 
NOTE What if the account is overdue?
Email [email address] and ask a hold be placed on the account as a review is underway.
1.2 Read the review application - vehicle registration decision
Review Specialist
Timeframes for Reviews Policy
a In Outlook, open and read the email and attachments sent by the Resolution Coordinator.
b Read the information the customer has provided to determine the point of contention.
Released 
NOTE What if the point of contention is about an incorrect classification?
Contact the business incentives group through the [email address] email with a request to investigate the classification.
The business incentives group will investigate and if required instruct the NZTA to correct the error. On confirmation 
that this has occurred, go to Fulfil Resolution Obligations.
PROCESS Implement Resolution Outcomes
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Complete Background Review
Uncontrolled Copy Only : Version 10.0 : Last Edited Friday, February 21, 2020 3:17 AM : Printed Monday, March 2, 2020 10:09 PM
Page 2 of 6

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
An Eos task, or an email from a Resolution Co-ordi- Daily
30 per day
nator with a review application attached.
INPUTS
Input
From Process
How Used
Email from a Resolution Coor-
Receive, Log and Allocate Review Application
Application is used to start the 
dinator with an application for 
review process.
review
1982
Eos task allocating a review 
Receive, Log and Allocate Review Application
Task is used to start review 
application
process.
Act 
Outputs & Targets
OUTPUTS
Output
To Process
How Used
Understanding of why ACC made a decision
Conduct Initial Customer Contact
To understand a 
decision so a customer 
can be contacted.
PERFORMANCE TARGETS
None Noted
Information 
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Accept or Decline Late Review Application
Note
Review Specialist
Conduct Initial Customer Contact
Output, Process
Review Specialist
Official 
Conduct Initial Customer Contact
Output, Process
Review Specialist
Implement Resolution Outcomes
Note
Review Specialist
Receive, Log and Allocate Review Application
Input, Process
Resolution Coordinator
the 
Receive, Log and Allocate Review Application
Input, Process
Resolution Coordinator
Refer to Legal Services for external counsel
Process
Review Specialist
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
under 
Accept or Decline Late Review Application
Process
Review Specialist
Conduct Initial Customer Contact
Input, Process
Review Specialist
Conduct Initial Customer Contact
Input, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Input
-
Receive, Log and Allocate Review Application
Output, Process
Review Specialist
Receive, Log and Allocate Review Application
Output, Process
Review Specialist
Refer to Legal Services for external counsel
Process
Review Specialist
Released 
RACI
RESPONSIBLE
Roles that perform process activities
Resolution Coordinator, Review Specialist
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Complete Background Review
Uncontrolled Copy Only : Version 10.0 : Last Edited Friday, February 21, 2020 3:17 AM : Printed Monday, March 2, 2020 10:09 PM
Page 5 of 6

---

Systems that perform process activities
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
1982
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Act 
Process
Owner
Expert
Process Group
Accept or Decline Late Review 
Manage Customer Reviews
Application
Conduct Initial Customer Contact
Manage Customer Reviews
Implement Resolution Outcomes
Manage Customer Reviews
Receive, Log and Allocate Review 
Manage Customer Reviews
Application
Refer to Legal Services for external 
Manage Customer Reviews
counsel
Information 
INFORMED
Those notified of changes
All of the above, as well as; 
System Stakeholder], Promapp Promaster[System Stakeholder], 
System 
Stakeholder]. These parties are informed via dashboard notifications.
Official 
Systems
Eos
JunoBillingCenter
the 
Outlook
Lean
None Noted
under 
Process Approval
Date
Approver
Type
20-02-2020 (GMT)
Process Owner
21-02-2020 (GMT)
Process Expert
21-02-2020 (GMT)
Promaster
Published on 21-02-2020 (GMT) by 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Complete Background Review
Uncontrolled Copy Only : Version 10.0 : Last Edited Friday, February 21, 2020 3:17 AM : Printed Monday, March 2, 2020 10:09 PM
Page 6 of 6

---

V.1 Published 24 June 2019 
Promapp 
Complete Background Review  
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o 
1982
Highlight Changes 
  Compare to Current Published Version 
o  Export 
  Export Procedure Text 
Act 
•  Map 
•  Procedure  
Summary 
Show details 
•  Process Title 
Complete Background Review 
Information 
•  Reference no. 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
Official 
 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective 
under 
The objective of this process is to understand the ACC decision and the reason for the review application so that 
the Review Specialist is prepared to contact the customer to discuss and have a first attempt to resolve the 
matter.  
•  Background 
Objective 
The objective of this process is to understand the ACC decision and the reason for the review application so that 
the Review Specialist is prepared to contact the customer to discuss and have a first attempt to resolve the 
Released 
matter.  
Procedure 
Hide details 

---

PROCESS  
Log, Acknowledge and Al ocate Review Application 
•  Resolution Coordinator 
Show / Hide details 
1.0 
Read the Review Application 
1982
•  Review Specialist 
Act 
Policy 
Timeframes for Reviews Policy  
Show / Hide details 
1.1 
If the review is about a decision on a claim 
•  Review Specialist 
 
Information 
a  
In Eos, open and read the information in the PRC REV: Complete Admin Review task. 
 
b 
Read the information the customer has provided in and with the review application. 
SHOW DETAILS NOTE  
Official 
What if you believe the Review Cog has been generated incorrectly? 
Eos 
the 
 
c  
Check that the review application was lodged within the three month timeframe. 
SHOW DETAILS NOTE  
What if the review application was lodged outside of the three month timeframe? 
under 
Accept or Decline Late Review Application 
 
d 
If the review was lodged by a representative, check to see if the outstanding Authority to Act form has been 
returned. If an ATA is not outstanding or required, then continue with the process.  
SHOW DETAILS NOTE  
What if the outstanding Authority to Act form has not been returned? 
Released 
ATA Eos 
Show / Hide details 
1.2 

---

If the review is about a levy decision 
•  Review Specialist 
 
a  
In Outlook, open and read the email and attachments sent by the Resolution Coordinator. 
 
b
1982
 
Read the information the customer has provided in and with the review application. 
 
Act 
c  
In Juno Bil ingCenter, check if the account is overdue. 
SHOW DETAILS NOTE  
What if the account is overdue? 
JunoBil ingCenter Outlook 
Show / Hide details 
1.3 
If the review is about a vehicle registration decision 
Information 
•  Review Specialist 
 
a  
In Outlook, open and read the email and attachments sent by the Resolution Coordinator. 
Official 
 
b 
the 
Read the information the customer has provided to determine the point of contention. 
SHOW DETAILS NOTE  
What if the point of contention is about an incorrect classification. 
Implement Resolution Outcomes Outlook 
Show / Hide details
under 
 
2.0 
Notify the decision maker of the review application 
•  Review Specialist 
 
a  
Released 
-If the review is about a decision on a claim, identify the allocated decision maker and notify them that an 
application for review has been received. 
-If the review is about a levy decision, send an email to [email address] with a copy of the review 
application. The email subject line should read "Resolution Services Review Application Notification". The email 
is to include: 

---

• Review number 
• Customer/representative name (if applicable) 
• ACC number 
SHOW DETAILS NOTE  
What if the review is about a decision on a claim or a decision about a vehicle registration levy and the decision 
maker cannot be identified? 
 
b 
1982
Complete and send, via email or post, the REV18 that was generated by the Review Coordinator. 
 
c  
Act 
Send the REV18 letter/s to the customer, representative or interested party, via email if a verified email address 
exists, or by post if no verified email address exists.  
Show / Hide details 
3.0 
Read the ACC decision information  
•  Review Specialist 
 
Information 
a  
If the review application is about a decision on a claim, in Eos, open and read the information that ACC used to 
make the decision. 
 
b 
If the review is about a Levy decision, in Juno, read the information used to make the decision. 
Official 
Eos 
Show / Hide details 
the 
4.0 
Clarify information used to make substantive decision 
•  Review Specialist 
under 
 
a  
Check that you understand the reasons the substantive decision was made. 
 
b 
If the reasons are unclear, refer the decision for expert advice.  
SHOW DETAILS NOTE  
Released 
What advice is available? 
Information 
Resolution Services Expert Advice Referrals.pdf 

---

SHOW DETAILS NOTE  
What if advice is needed from Levy Classifications? 
 
c  
If the review application is about a decision on a claim, in Eos, open and complete the PRC REV: Complete an 
Admin Review task and complete the fol owing sections: 
• Claimant's reason for lodging the review 
• ACC's reason for the original decision 
1982
• Legislative basis / case law  
 
d 
Act 
If the review application is about a levy decision, open the Administrative Review form and complete the following 
sections: 
• Claimant's reason for lodging the review 
• ACC's reason for the original decision 
• Legislative basis / case law  
Information 
Levy Adminitrative Review Form.pdf 
Eos 
Show / Hide details 
Information 
5.0 
Refer to Legal Services for external counsel 
•  Review Specialist 
 
Official 
a  
Check if the review should be referred to Legal Services 
SHOW DETAILS NOTE  
the 
What decisions should be referred to Legal Services? 
WC TAS WC 
 
b 
under 
If required, complete the referral template, attach the completed background review and send to 
[email address] 
Information 
Legal Services Referral Template.docx  
SHOW DETAILS NOTE  
What is the timeframe to refer to Legal Services? 
SHOW DETAILS NOTE  
Released 
Who schedules the case conference when the case has been referred to Legal Counsel? 
SHOW DETAILS NOTE  
What timeframe should a Case Conference be booked within? 

---

SHOW DETAILS NOTE  
Who should attend the Case Conference 
SHOW DETAILS NOTE  
What involvement does Review Specialist have with the review after the Case Conference? 
 
c  
Go to Prepare Relevant Documents for Review process  
1982
PROCESS  
Prepare Relevant Documents for Review 
Act 
•  Review Specialist 
Show / Hide details 
6.0 
Assess potential resolution options 
•  Review Specialist 
 
Information 
a  
If you do not understand al  of the potential resolution options possible, obtain advice.  
SHOW DETAILS NOTE  
What type of advice would be useful? 
 
Official 
b 
Identify potential resolution options to discuss with the customer/representative. 
Information 
the 
Resolution Agreement Scenarios.pdf 
SHOW DETAILS NOTE  
What are the resolution options? 
SHOW DETAILS NOTE  
under 
What if a settlement is a potential resolution option? 
SHOW DETAILS NOTE  
What if a potential settlement is over $2000 in value? 
 
c  
If the review application is about a decision on a claim, in Eos, add potential resolution options to the PRV REV: 
Released 
Complete an Admin Review task under administrative review outcomes.  
 
d 

---

If the review application is about a Levy decision, in the administrative review form, add potential resolution 
options. 
 
e  
Go to Conduct Initial Customer Contact. 
Eos 
PROCESS  
Conduct Initial Customer Contact 
1982
•  Review Specialist 
Act 
 
Triggers & Inputs 
Show / hide details 
Triggers 
Starts 
Frequency  Volume 
An Eos task, or an email from a Resolution Co-ordinator with a review 
Daily 
30 
application attached. 
Information 
Inputs 
Input 
From Process 
How Used 
An email from a Resolution 
Log, Acknowledge and 
Application is used to start 
Official 
Coordinator with an application for 
Allocate Review application 
the review process. 
review 
the 
An Eos task allocating a review 
Log, Acknowledge and 
Task is used to start 
application 
Allocate Review application 
review process. 
Outputs & Targets 
under 
Show / hide details 
Outputs 
Output 
To Process 
How Used 
Understanding of why ACC 
Resolutions Services Initial  To understand a decision so a 
made a decision 
Client contact 
customer can be contacted. 
Released 
Performance Targets 
None noted 
RACI 

---

Show / hide details 
Responsible 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 
•  Roles 
o  Resolution Coordinator 
o  Review Specialist 
•  Systems 
None noted 
1982
Accountable 
FOR ENSURING THAT PROCESS IS EFFECTIVE AND IMPROVING 
Act 
•  Process Owner 
o 
 
•  Process Expert 
o 
 
•  Risk Managers 
None noted 
•  Approvers 
None noted 
Information 
•  Publishers 
None noted 
Consulted 
THOSE WHOSE OPINIONS ARE SOUGHT 
Stakeholders 
Official 
None noted 
Stakeholders from Linked Processes 
the 
Process 
Owner 
Expert 
Process Group 
Accept or Decline Late Review 
 
 
Manage Customer 
Application 
 
Reviews 
under 
Conduct Initial Customer Contact 
 
 
Manage Customer 
 
Reviews 
Fulfil Resolution Obligations 
 
 
Manage Customer 
 
Reviews 
Log, Acknowledge and Al ocate Review 
 
 
Manage Customer 
Released 
Application 
 
Reviews 

---

Process 
Owner 
Expert 
Process Group 
Prepare Relevant Documents for Review 
 
 
Manage Customer 
 
Reviews 
Informed 
THOSE NOTIFIED OF CHANGES VIA DASHBOARD NOTIFICATIONS 
Al  of the above plus:  
1982
• 
 [System Stakeholders] 
•  Promapp Promaster [System Stakeholders] 
Act 
Risk and Compliance 
Show / hide details 
None noted 
 
 
 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Conduct Initial Customer Contact v6.0
Summary
Objective
The objective of this process is to discuss the review application with the customer, or their representative, check their understanding 
of the review matter, and of ACC’s decision so that we can begin to resolve the matter or continue towards a review hearing.
Background
After completing the background review the customer/representative must be contacted by phone to discuss the review application, 
any new information and the process moving forward.
Owner
1982
Expert
Procedure
Act 
PROCESS
Complete Background Review
Review Specialist
1.0 Validate customer understanding of decision
Review Specialist
a If intending to call a representative, check if there is a current Authority to Act (ATA).
NOTE What if there is no current ATA on file?
By phone, contact the representative and request the form is returned.
NOTE What if the ATA is never returned?
No details can be discussed with the representative. Proceed to Prepare and Attend Case Conference.
Information 
PROCESS Prepare and Attend Case Conference (CC)
b By phone, contact the customer/representative. Use the appropriate authorisation process to confirm you are speaking to the 
right person.
Advocate Communications Policy
NOTE What is the authorisation policy for decisions on claims?
Read the Advocates and Holders of Authority Policy to Act policy.
PROCESS Advocates and holders of authority to act Policy
Official 
NOTE What is the authorisation process for levy decisions?
Follow the Perform Authorisation Check - Business Customer process
PROCESS Perform Authorisation Check - Business Customer
the 
NOTE What if I need to update an authorised business customer?
Follow Add or Update Business Customer Authorised Party
PROCESS Add or Update Business Customer Authorised Party
c Confirm ACC has the correct customer/representatives contact details. Include both the telephone number and email address.
NOTE What if the email address has not been verified?
under 
Ask the applicant to check their emails and return the verification as soon as possible to make it easier to commu-
nicate with them.
d Tell the customer/representative:
• the reason for the call
• what will be discussed during the phone call
• the review process, including the focus for ACC on seeking resolution
• the role of the Review Specialist
e Ask the customer/representative, in their own words, to explain their understanding of the disputed decision and why they be-
lieve ACC decision is incorrect.
Released 
NOTE What is the expected outcome of the conversation?
The outcome of this conversation is to understand the customer's point of contention or grievance.
2.0 Explain the ACC Decision
Review Specialist
a Explain why ACC made its decision. This may include an explanation of the legislation and/or medical reports that were instru-
mental to the decision.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Conduct Initial Customer Contact
Uncontrolled Copy Only : Version 6.0 : Last Edited Tuesday, January 14, 2020 2:01 AM : Printed Monday, March 2, 2020 10:10 PM
Page 2 of 6

---

3.0 Seek new/relevant supporting information
Review Specialist
a Discuss any information that was received after the decision date and included with the written application for review.
b Ask the customer/representative if they have any new information that was not included in the written application to support the 
review application.
NOTE What if the customer/representative has new information?
• Then ask the customer/representative to explain what the new information is and how they believe it is relevant.
• If possible, ask them to send a copy of the information and advise they will be contacted again once the information 
has been considered. The information can be sent to the Resolution Services email address 
[email address] or posted to PO Box 892, Waikato Mail Centre.
c With the customer/representative identify and agree the relevant documents.
NOTE What if the client wants the full file?
1982
Explain to the client that ACC has made a move to providing relevant document as a preference to the full file. This 
ensures the reviewer doesn't receive large amounts of information that has no relevance to the disputed decision. If 
the client has any doubts about the correct information being provided then the Case Conference serves as an oppor-
tunity for this to be discussed and corrected if necessary.
Act 
If the client still wants the full file - then relevant documents must be correctly selected. Note in the initial customer 
contact on Eos the clients request for the full file.
Relevant Document Guidelines
d With the customer/representative discuss the methods of delivery for the relevant documents. Then go to 'Create Bulk Print 
and Send CIT task' to arrange the preparation and release of these documents.
NOTE What are the delivery options?
• Electronic documents:
- By email (ACC's preferred method)
- By USB
- By CD
• Paper documents:
Information 
- By courier to home address - read client the ACC6181
- By courier to rural delivery address (requires pre alert) - read client the ACC6181
- By courier to local ACC branch
ACC6181 Receiving personal information by courier
e End the call.
PROCESS
Create Bulk Print and Send CIT Task
Official 
Review Specialist
4.0 Re-evaluate potential resolution options
the 
Review Specialist
a If new information has been provided by the client/representative, check if further advice is needed to identify or re-evaluate 
potential resolution options to discuss with the customer/representative.
NOTE What type of advice would be useful?
• Comments from Medical or Psychology Advisors
• Advice from the Clinical Advice Panel
under 
• Additional information from the customer/representative
• Additional information from the treating specialist
• A Medical Case Review
• Comments from a radiologist
• Comments from Technical Services
• Comments from Technical Accounting Services
• Advice from Levy Classification
About Technical Accounting Specialist (TAS) Reference Guide
NOTE Who's role is it to conduct further investigation when required?
• If there is internal advice to be sought then the RS will request the further comment (e.g. TS, TAS, MA, PA, CAP 
Released 
comment).
• If there is external advice to be sought then the original decision maker or business unit will arrange the referral/
comment (e.g. MCR, treating specialist comment etc..)
NOTE What if there is further investigation required but the claim is closed claim?
Talk with the original decision maker with the intent of sending a task to the Branch/Unit Administration work queue for 
allocation.
b Check that the potential resolution options identified in the background review are still relevant.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Conduct Initial Customer Contact
Uncontrolled Copy Only : Version 6.0 : Last Edited Tuesday, January 14, 2020 2:01 AM : Printed Monday, March 2, 2020 10:10 PM
Page 3 of 6

---

NOTE What if the potential resolution option has changed from the background review?
In Eos, update the PRC REV: Complete Admin Review 'Additional information' box.
NOTE What if the matter at review relates to an Individual Rehabilitation Plan (IRP)?
First and foremost consider an Internal Resolution Consultation (IRC) with the Case Manager. If the relationship is 
strained it might be more useful to attend Conciliation (under the Alternative Dispute Resolution process) as an alter-
native to an IRC. Please note there would need to be a sound reason for proceeding straight to review as these can 
often be resolved.
5.0 Discuss resolution options with customer/representative
Review Specialist
a Call the customer/representative to discuss and agree:
• on a resolution option, or
• whether to proceed to an internal resolution consultation, alternative dispute resolution or case conference.
1982
NOTE What if the agreed resolution is to overturn the ACC decision or a formalised resolution agreement?
Add an contact in Eos, or Juno_CRM as appropriate and record the agreement. Go to fulfil resolution obligations
PROCESS Implement Resolution Outcomes
Act 
b End the call.
c Add a contact in Eos, or interaction in Juno_CRM, as appropriate, to record the main points from the conversation.
d Proceed to Conduct and Internal Resolution Consultation (IRC) or Prepare for Alternative Dispute Resolution (ADR) or Prepare 
and Attend Case Conference as agreed with the customer/representative.
PROCESS
Prepare and Lead an Internal Resolution Consultation (IRC)
Review Specialist
PROCESS
Prepare and Attend an Alternative Dispute Resolution (ADR)
Information 
Review Specialist
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
Triggers & Inputs
Official 
TRIGGERS
Starts
Frequency
Volume
A review application
Daily
1000+ per year
the 
INPUTS
Input
From Process
How Used
A completed background review  Complete Background Review
Initiate contact with the cus-
on a review application
tomer/representative to deter-
under 
mine most appropriate next 
steps.
Outputs & Targets
OUTPUTS
Output
To Process
How Used
Customer/representative has been contacted and 
Prepare and Lead an Internal Resolution 
To proceed to an internal 
next steps determined.
Consultation (IRC)
resolution consultation 
Released 
meeting
Customer/representative has been contacted and 
Prepare and Attend an Alternative Dispute 
To proceed to an 
next steps determined.
Resolution (ADR)
alternative dispute 
resolution meeting.
To proceed to an alternative dispute resolution 
Prepare and Attend Case Conference (CC)
To proceed to case 
meeting
conference.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Conduct Initial Customer Contact
Uncontrolled Copy Only : Version 6.0 : Last Edited Tuesday, January 14, 2020 2:01 AM : Printed Monday, March 2, 2020 10:10 PM
Page 4 of 6

---

PERFORMANCE TARGETS
None Noted
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Add or Update Business Customer Authorised Party Note
Review Specialist
Advocates and holders of authority to act Policy
Note
Review Specialist
Complete Background Review
Input, Process
Review Specialist
Complete Background Review
Input, Process
Review Specialist
Create Bulk Print and Send CIT Task
Process
Review Specialist
1982
Implement Resolution Outcomes
Note
Review Specialist
Perform Authorisation Check - Business Customer
Note
Review Specialist
Prepare and Attend an Alternative Dispute 
Output, Process
Review Specialist Act 
Resolution (ADR)
Prepare and Attend an Alternative Dispute 
Output, Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Note, Output, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Note, Output, Process
Review Specialist
Prepare and Lead an Internal Resolution 
Output, Process
Review Specialist
Consultation (IRC)
Prepare and Lead an Internal Resolution 
Output, Process
Review Specialist
Consultation (IRC)
Information 
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
Accept or Decline Late Review Application
Output
-
Complete Background Review
Output, Process
Review Specialist
Complete Background Review
Output, Process
Review Specialist
Official 
Create Bulk Print and Send CIT Task
Input, Note, Output, Process
Resolution Coordinator, Review 
Specialist
Create Bulk Print and Send CIT Task
Input, Note, Output, Process
Resolution Coordinator, Review 
Specialist
the 
Create Bulk Print and Send CIT Task
Input, Note, Output, Process
Resolution Coordinator, Review 
Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Input, Process
Review Specialist
under 
Resolution (ADR)
Prepare and Attend an Alternative Dispute 
Input, Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Process
Review Specialist
Prepare and Lead an Internal Resolution 
Input, Process
Review Specialist
Consultation (IRC)
Prepare and Lead an Internal Resolution 
Input, Process
Review Specialist
Consultation (IRC)
Released 
RACI
RESPONSIBLE
Roles that perform process activities
Review Specialist
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Conduct Initial Customer Contact
Uncontrolled Copy Only : Version 6.0 : Last Edited Tuesday, January 14, 2020 2:01 AM : Printed Monday, March 2, 2020 10:10 PM
Page 5 of 6

---

Systems that perform process activities
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
1982
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Act 
Process
Owner
Expert
Process Group
Add or Update Business Customer 
Manage Business Customer and 
Authorised Party
Account
Advocates and holders of authority to act 
Client rights
Policy
Complete Background Review
Manage Customer Reviews
Create Bulk Print and Send CIT Task
Manage Customer Reviews
Implement Resolution Outcomes
Manage Customer Reviews
Perform Authorisation Check - Business 
Manage Business Customer 
Customer
Enquiry and Feedback
Information 
Prepare and Attend an Alternative Dispute 
Manage Customer Reviews
Resolution (ADR)
Prepare and Attend Case Conference 
Manage Customer Reviews
(CC)
Prepare and Lead an Internal Resolution 
Manage Customer Reviews
Consultation (IRC)
Official 
INFORMED
Those notified of changes
the 
All of the above. These parties are informed via dashboard notifications.
Systems
None Noted
under 
Lean
None Noted
Process Approval
Date
Approver
Type
14-01-2020 (GMT)
Process Owner
14-01-2020 (GMT)
Process Expert
Released 
14-01-2020 (GMT)
Promaster
Published on 14-01-2020 (GMT) by 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Conduct Initial Customer Contact
Uncontrolled Copy Only : Version 6.0 : Last Edited Tuesday, January 14, 2020 2:01 AM : Printed Monday, March 2, 2020 10:10 PM
Page 6 of 6

---

V.1 Published 21 June 2019 
Promapp 
Conduct Initial Customer Contact 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Conduct Initial Customer Contact 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
The objective of this process is to discuss the review application with the customer, or their representative, check 
under 
their understanding of the review matter, and of ACC’s decision so that we can begin to resolve the matter or 
continue towards a review hearing. 
•  Background  
After completing the background review the customer/representative must be contacted by phone to discuss the 
review application, any new information and the process moving forward. 
Objective 
Released 
The objective of this process is to discuss the review application with the customer, or their representative, check 
their understanding of the review matter, and of ACC’s decision so that we can begin to resolve the matter or 
continue towards a review hearing. 
Background 

---

After completing the background review the customer/representative must be contacted by phone to discuss the 
review application, any new information and the process moving forward. 
Procedure 
Hide details 
PROCESS  
Complete Background Review 
•  Review Specialist 
1982
Show / Hide details 
1.0 
Validate customer understanding of decision  
Act 
•  Review Specialist 
 
a  
If intending to call a representative, check if there is a current Authority to Act (ATA).  
SHOW DETAILS NOTE  
What if there is no current ATA on file? 
SHOW DETAILS NOTE  
What if the ATA is never returned? 
Prepare and At end Case Conference (CC) 
 
Information 
b 
By phone, contact the customer/representative. Use the appropriate authorisation process to confirm you are 
speaking to the right person. 
SHOW DETAILS NOTE  
What if the customer/representative can not be contacted? 
Juno_CRM Eos Create Bulk Print and Send CIT Task SHOW DETAILS NOTE  
What is the authorisation policy for decisions on claims? 
Advocates and holders of authority to act Policy SHOW DETAILS NOTE  
Official 
What is the authorisation process for levy decisions? 
Perform Authorisation Check - Business Customer SHOW DETAILS NOTE  
What if I need to update an authorised business customer? 
Add or Update Business Customer Authorised Party 
the 
 
c  
Confirm ACC has the correct customer/representatives contact details. Include both the telephone number and 
email address. 
SHOW DETAILS NOTE  
What if the email address has not been verified? 
 
under 
d 
Tell the customer/representative: 
 
• the reason for the call 
• what wil  be discussed during the phone cal  
• the review process, including the focus for ACC on seeking resolution 
• the role of the Review Specialist 
 
e  
Ask the customer/representative, in their own words, to explain their understanding of the disputed decision and 
Released 
why the believe ACC made that decision. 
SHOW DETAILS NOTE  
What is the expected outcome of the conversation? 
Eos Juno CRM 
Show / Hide details 
2.0 

---

Explain the ACC Decision 
•  Review Specialist 
 
a  
Explain why ACC made its decision. This may include an explanation of the legislation and/or medical reports 
that were instrumental to the decision. 
Show / Hide details 
3.0 
1982
Seek new/relevant supporting information  
•  Review Specialist 
Act  
a  
Discuss any information that was received after the decision date and included with the written application for 
review.  
 
b 
Ask the customer/representative if they have any new information that was not included in the written application 
to support the review application. 
SHOW DETAILS NOTE  
What if the customer/representative has new information? 
 
Information 
c  
With the customer/representative identify and agree the relevant documents. 
Information 
Relevant Document Guidelines 
 
d 
With the customer/representative discuss the methods of delivery for the relevant documents. Then go to 
Prepare Relevant Documents for Review process. 
Official 
SHOW DETAILS NOTE  
What are the delivery options? 
FLIS 
ACC6181 Receiving personal information by courier 
the 
 
e  
End the cal . 
PROCESS  
Prepare Relevant Documents for Review 
under 
•  Review Specialist 
Show / Hide details 
4.0 
Re-evaluate potential resolution options 
•  Review Specialist 
 
Released 
a  
If new information has been provided by the client/representative, check if further advice is needed to identify or 
re-evaluate potential resolution options to discuss with the customer/representative. 
SHOW DETAILS NOTE  
What type of advice would be useful? 
 

---

b 
Check that the potential resolution options identified in the background review are stil  relevant. 
SHOW DETAILS NOTE  
What if the potential resolution option has changed from the background review? 
Eos,SHOW DETAILS NOTE 
What if the matter at review related to an Individual Rehabilitation Plan (IRP)? 
Eos 
Show / Hide details 
5.0 
Discuss resolution options with customer/representative  
1982
•  Review Specialist 
 
Act 
a  
Call the customer/representative to discuss and agree: 
 
• on a resolution option, or 
• whether to proceed to an internal resolution consultation, alternative dispute resolution or case conference. 
SHOW DETAILS NOTE  
What if the agreed resolution is to overturn the ACC decision or a formalised resolution agreement? 
Eos,Juno_CRM Implement Resolution Outcomes 
 
b 
End the cal . 
 
c  
Information 
Add a contact in Eos, or interaction in Juno_CRM, as appropriate, to record the main points from the 
conversation. 
 
d 
Proceed to Conduct and Internal Resolution Consultation (IRC) or Prepare for Alternative Dispute Resolution 
(ADR) or Prepare and Attend Case Conference as agreed with the customer/representative. 
Eos Juno_CRM 
PROCESS  
Official 
Prepare and Lead an Internal Resolution Consultation (IRC) 
•  Review Specialist 
the 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
•  Review Specialist 
under 
PROCESS  
Prepare and Attend Case Conference (CC) 
•  Review Specialist 
 
Triggers & Inputs 
Released 
Show / hide details 
Triggers 

---

Starts 
Frequency 
Volume 
A review application 
Daily 
1000+ per year 
Inputs 
Input 
From Process 
How Used 
1982
A completed 
Resolution Services  Initiate contact with the 
background review on a  Background 
customer/representative to determine 
review application 
Review 
most appropriate next steps. 
Act 
Outputs & Targets 
Show / hide details 
Outputs 
Output 
To Process 
How Used 
Customer/representative has been 
Conduct an Internal 
To proceed to an 
contacted and next steps determined.  Resolution Consultation  internal resolution 
(IRC) 
consultation meeting 
Information 
Customer/representative has been 
Prepare for Alternative 
To proceed to an 
contacted and next steps determined.  Dispute Resolution 
alternative dispute 
(ADR) 
resolution meeting. 
Official 
To proceed to an alternative dispute  Prepare for and attend 
To proceed to case 
resolution meeting 
Resolutions Services 
conference. 
Case Conference 
the 
Performance Targets 
None noted 
RACI 
Show / hide details 
under 
Responsible 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 
•  Roles 
o  Review Specialist 
•  Systems 
None noted 
Accountable 
Released 
FOR ENSURING THAT PROCESS IS EFFECTIVE AND IMPROVING 
•  Process Owner 
o 
 
•  Process Expert 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Create Bulk Print and Send CIT Task v13.0
Summary
Objective
To ensure all parties have relevant documents in order to successfully resolve the matter.
Background
The following scenarios to prepare the file are listed below:
Option 1: File preparation only
This will only be used in the following scenarios:
- the Resolution Specialist has been unable to contact the client within 40 days and does not know who the review provider will be at 
that point.
1982
- if the file is particularly large and CIT need sufficient time to read and privacy check the file (e.g. the documents span across mul-
tiple pages on Eos)
- the client doesn't want a copy of the file and you are still attempting to resolve the matter.
Act 
Option 2: File preparation and Release to client only:
This option is used when the RS is working towards a resolution with the client and it is thought that the client having a copy of the 
documentation may aid the resolution conversation.
Option 3: File preparation and release to client and provider:
This option would be used when it’s unlikely there’ll be a resolution and the case conference is booked.
Option 4: File preparation and dispatch to provider only
This is likely to be used where the client has said they don’t want a file bundle or a case conference has been set unagreed (without 
the client) and no file had been prepared earlier.
Owner
Expert
Information 
Procedure
PROCESS
Conduct Initial Customer Contact
Review Specialist
1.0 Prepare relevant documents for a claim file
Official 
Resolution Coordinator, Review Specialist
a Check if a claim file has already been prepared.
NOTE What if a claim file has already been prepared?
the 
Go to step 2.0 Dispatch a claim file.
b Close the PRC REV: Complete admin review and PRC REV: Prepare submissions tasks.
c In Eos, check that the identified relevant documents are marked as complete.
NOTE What if there are incomplete documents?
Determine why the documents are incomplete and action as below.
under 
• If they are incomplete because the document generator is not marked complete, but is finalised, then follow up with 
the document owner to mark it as complete.
•If they are incomplete because the document as not yet been finalised (eg MA comment in progress), then make a 
note in the PRC REV: Hearing Requested task to email this document to relevant parties when it is finalised.
d In Eos, generate a bulk print containing the documents relevant to the matter at review, and update the document description 
with the unique review number.
Create Bulk Print
NOTE What if the review belongs to a NGCM file?
For any NGCM files - request a full copy file. A bulk print of relevant documents should still be generated containing 
relevant documents transferred over from the PI claim (refer to note below for instruction on how to complete this 
Released 
task).
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Create Bulk Print and Send CIT Task
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:10 PM
Page 2 of 6

---

NOTE What if there is relevant information on another claim file?
1) Generate a bulk print of the relevant information from the other file(s) (one bulk print for each claim)
2) Add a name for each bulk print generated. For example 'medical information for review number XXXXX'
3) Open each bulk print and view the pdf documents
4) Send the document using the 'filing away' email to the review claim file
5) Rename the document using the following convention " Rev XXXX medical information on claim XXXX', using 
VCF011.
6) Create the relevant bulk print that includes all relevant medical information from the other claim file.
NOTE What if the client has a fraud indicator on file (big red dollar sign)?
Where the fraud indicator is present:
1) Check the party record to see what the fraud investigation relates to.
2) Decide whether the fraud investigation has any relevance to the review at hand.
3) If yes, contact Integrity Services for the investigation notes, discuss whether its appropriate to disclose these, and if
possible add them to the file.
4) Include these documents in your bulk print.
1982
NOTE When is a bulk print needed?
A bulk print is needed in all circumstances. This includes when Privacy Act request has been sent to CIT by the Reso-
lution Coordinator.
NOTE What should go in the document description?
Act 
The document must be named with the following format: 'Dispute - DO NOT RELEASE - Rev XXXXXXX'
• For a single review update the description with the Review number (e.g. Rev 5678910).
• If there are multiple reviews for the same issue (e.g. cover/surgery) - update the description with both review num-
bers (e.g. Rev 5678954 Surgery, Rev 5689885 Cover)
• If there are multiple reviews on the same claim for different issue - generate two bulk prints and update the descrip-
tion of each bulk print with the Review number and Review type (e.g. Rev 5674985 Weekly Compensation).
NOTE What if there are multiple reviews for different issues for the same customer?
Generate a bulk print for each review.
e In the I:Drive, open the 'CIT task calculator' and enter the review information and copy file requirements.
CIT/IRC Calculator Tool
NOTE What if you don't know the preferred delivery method?
Information 
Wait until delivery method is known then proceed to step 2.0 to dispatch file. Consider whether a 'File Preparation 
Only' or a 'Prepare and Dispatch to Provider only' request should be sent until the client informs ACC how they would 
like their file to be delivered.
NOTE What if the client requests a paper copy file?
1) Check if the client lives rurally. Their address should be checked using the New Zealand Courier address checker.
2) When completing the required fields in the CIT calculator tool, select the delivery option 'paper copy by courier' and 
ensure you select whether the client lives rurally or not.
Official 
3) If the client does live rurally, the process for CIT to send a file by courier to a rural delivery address is in Chips: 
Sending confidential information by courier using pre-alert (FYI).
New Zealand Courier Address Checker
https://www.nzcouriers.co.nz/address_checker.html
the 
f In Eos, copy the information in the CIT task calculator into the PRC REV: Send submissions to all parties task and transfer it to 
the 'Client Information Request' work queue.
NOTE What if the client withdraws the review part way through CIT completing the privacy check of the documents/
file?
Email the DSCCIT inbox to notify them that the review has been withdrawn and that they can cease reading the docu-
ments/file. under 
g Go to 2.0 Dispatch a claim file.
NOTE What if the file does not yet require dispatching?
Return to Conduct Initial Customer Contact process if the file does not yet require dispatching.
PROCESS Conduct Initial Customer Contact
1.1 Prepare relevant documents for a business customer file
Resolution Coordinator, Review Specialist
a Check if a business customer file has already been prepared.
Released 
NOTE What if the business file has already been prepared?
Go to step 2.1 Dispatch a business customer file.
b Check that the relevant documents list is complete.
NOTE What if there are incomplete documents?
Establish the reason the list is incomplete and request the list is completed.
c In Juno_CRM, create historical notes.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Create Bulk Print and Send CIT Task
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:10 PM
Page 3 of 6

---

d In Juno_CRM, create interactions.
e In Juno_PolicyCenter, copy the last three years of documents.
f Using Adobe Acrobat Pro, combine the historical notes, interactions and documents into one document.
g Save all material in the unique customer file in the I:Drive.
h Go to 2.0 Dispatch a claim file.
NOTE What if the file does not yet require dispatching?
Return to Conduct Initial Customer Contact process if the file does not yet require dispatching.
PROCESS Conduct Initial Customer Contact
2.0 Dispatch a claim file
Resolution Coordinator, Review Specialist
a In the CIT task calculator, enter the review information and request CIT dispatch the file to the appropriate parties if required.
1982
CIT/IRC Calculator Tool (The Sauce)
NOTE Who are the appropriate parties?
This could be either:
Act 
• Customer only
• Provider only
• Provider and customer.
NOTE What if the dispatch task involves a release to a provider?
These tasks should also be noted as High Priority.
NOTE What if the customer/representative does not want the relevant documents and/or claim file?
Do not dispatch them.
Go to Prepare and Lead an Internal Resolution Consultation (IRC), Prepare and Attend an Alternative Dispute Reso-
lution (ADR), or Prepare and Attend Case Conference (CC) as appropriate.
b In Eos, copy the information in the CIT task calculator into the PRC REV Send submissions to all parties task and transfer the 
Information 
task to the 'Client Information Request' work queue.
NOTE What is this task is closed already?
Generate an out of cog PRC REV send submissions to all parties task and transfer the task to the 'Client Information 
Request' work queue.
c Return to Prepare and Attend IRC, ADR or Case Conference process as appropriate.
Official 
PROCESS
Prepare and Lead an Internal Resolution Consultation (IRC)
Review Specialist
PROCESS
the 
Prepare and Attend an Alternative Dispute Resolution (ADR)
Review Specialist
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
under 
2.1 Dispatch a business customer file
Resolution Coordinator, Review Specialist
a In Outlook, create an email to the relevant parties with the word document attached and send the email.
NOTE Who are the relevant parties?
• Customer/representative
• Provider
NOTE What if the customer/representative does not want the relevant documents and/or claim file
Do not dispatch them.
Released 
Go to Prepare and Attend Case Conference (CC).
b Send the customer and/or provider the password to open the document in a separate email.
c Save a copy of the sent email in the I:Drive.
d Update the column Date Referred to Provider with the date the email was sent in the Levy Spreadsheet.
e Return to Prepare and Attend Case Conference process.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Create Bulk Print and Send CIT Task
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:10 PM
Page 4 of 6

---

PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Application for review
Daily
1000+ per year
INPUTS
Input
From Process
How Used
Conversation with a customer/
Conduct Initial Customer Contact
Determine the documents which 
1982
representative about the review 
need to be sent to the review 
application
provider.
Act 
Outputs & Targets
OUTPUTS
Output
To Process
How Used
Agreed documents needed for review hearing are 
Conduct Initial Customer Contact
To re-evaluate potential 
prepared
resolution options
PERFORMANCE TARGETS
Measure
Target
PRC REV: Send Submissions to all parties task
To be sent within 7 working days of review lodgment date.
Information 
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Conduct Initial Customer Contact
Input, Note, Output, Process
Resolution Coordinator, Review 
Specialist
Official 
Conduct Initial Customer Contact
Input, Note, Output, Process
Resolution Coordinator, Review 
Specialist
Conduct Initial Customer Contact
Input, Note, Output, Process
Resolution Coordinator, Review 
the 
Specialist
Prepare and Attend an Alternative Dispute 
Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Process
Review Specialist
Prepare and Lead an Internal Resolution 
Process
Review Specialist
Consultation (IRC)
under 
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
Conduct Initial Customer Contact
Process
Review Specialist
Prepare and Attend Case Conference (CC)
Process
Review Specialist
Refer to Legal Services for external counsel
Process
Review Specialist
Released 
RACI
RESPONSIBLE
Roles that perform process activities
Resolution Coordinator, Review Specialist
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Create Bulk Print and Send CIT Task
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:10 PM
Page 5 of 6

---

Systems that perform process activities
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
1982
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Act 
Process
Owner
Expert
Process Group
Conduct Initial Customer Contact
Manage Customer Reviews
Prepare and Attend an Alternative Dispute 
Manage Customer Reviews
Resolution (ADR)
Prepare and Attend Case Conference 
Manage Customer Reviews
(CC)
Prepare and Lead an Internal Resolution 
Manage Customer Reviews
Consultation (IRC)
Refer to Legal Services for external 
Manage Customer Reviews
counsel
Information 
INFORMED
Those notified of changes
All of the above, as well as; 
System Stakeholder], 
[System Stakeholder], 
System 
Stakeholder], Promapp Promaster[System Stakeholder]. These parties are informed via dashboard notifications.
Official 
Systems
CHIPS
the 
Eos
Juno_CRM
JunoPolicyCenter
Outlook
under 
Lean
None Noted
Process Approval
Date
Approver
Type
23-02-2020 (GMT)
Process Owner
23-02-2020 (GMT)
Process Expert
23-02-2020 (GMT)
Promaster
Released 
Published on 23-02-2020 (GMT) by 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Create Bulk Print and Send CIT Task
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:10 PM
Page 6 of 6

---

V.1 Published 21 June 2019 
 
Promapp 
Prepare Relevant Documents for Review 
Historical v1.0  
•  Give Feedback 
• 
TOOLS  
1982
o  Highlight Changes 
  Compare to Current Published Version 
o  Export 
  Export Procedure Text 
Act 
•  Map 
•  Procedure  
Summary 
Show details 
•  Process Title 
Prepare Relevant Documents for Review 
Information 
•  Reference no. 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
Official 
 
the 
•  Process Owner  
 
•  DisplayType  
•  Objective  
under 
To ensure all parties have relevant documents in order to successfully resolve the matter. 
•  Background  
The following scenarios to prepare the file are listed below:|~| ~|Option 1: File preparation only|~|This wil  only be 
used in the scenario the Resolution Specialist has been unable to contact the client within 7 days and does not 
know who the review provider wil  be at that point. |~| ~|Option 2: File preparation and Release to client only:|~|It 
is used when resolution is likely to be achieved or there has been a privacy act request made with the review 
application. It means that the file wil  be prepared and sent to the client early which may also provide a further 
resolution opportunity. However, at day 7 its unlikely that a case conference wil  be scheduled so the file does not 
Released 
require transmission to the provider at this point. |~| ~|Option 3: File preparation and release to client and 
provider:|~|This option would be used when it’s unlikely there’l  be a resolution and the case conference is 
booked by the 7th calendar day. |~| ~|Option 4: File preparation and dispatch to provider only|~|This is likely to be 
used where the client has said they don’t want a file bundle or a case conference has been set unagreed (without 
the client) and no file had been prepared earlier. This category wil  be monitored for usage.|~| ~| 

---

Objective 
To ensure all parties have relevant documents in order to successfully resolve the matter. 
Background 
The following scenarios to prepare the file are listed below: 
 
Option 1: File preparation only 
This wil  only be used in the scenario the Resolution Specialist has been unable to contact the client within 7 days 
and does not know who the review provider wil  be at that point. 
 
1982
Option 2: File preparation and Release to client only: 
It is used when resolution is likely to be achieved or there has been a privacy act request made with the review 
application. It means that the file wil  be prepared and sent to the client early which may also provide a further 
resolution opportunity. However, at day 7 its unlikely that a case conference wil  be scheduled so the file does not 
require transmission to the provider at this point. 
Act 
 
Option 3: File preparation and release to client and provider: 
This option would be used when it’s unlikely there’l  be a resolution and the case conference is booked by the 7th 
calendar day.  
 
Option 4: File preparation and dispatch to provider only 
This is likely to be used where the client has said they don’t want a file bundle or a case conference has been set 
unagreed (without the client) and no file had been prepared earlier. This category wil  be monitored for usage. 
Procedure 
Hide details 
Information 
PROCESS  
Conduct Initial Customer Contact 
•  Review Specialist 
Show / Hide details 
1.0 
Official 
Prepare relevant documents for a claim file  
•  Resolution Coordinator  the 
•  Review Specialist 
 
a  
Check if a claim file has already been prepared. 
NOTE 
under 
If a claim file has already been prepared go to step 2.0 
 
b 
Close the PRC REV: Complete admin review and PRC REV: Prepare submissions tasks. 
 
c  
In Eos, check that the identified relevant documents are marked as complete. 
SHOW DETAILS NOTE  
What if there are incomplete documents? 
MA 
 
Released 
d 
In Eos, generate a bulk print and update the document description with the unique review number. 
SHOW DETAILS NOTE  
When is a bulk print needed? 
SHOW DETAILS NOTE  

---

What should go in the document description? 
SHOW DETAILS NOTE  
What if there are multiple reviews for different issues for the same customer? 
SHOW DETAILS NOTE  
What if there is relevant information on another claim file? 
 
e  
In the I:Drive, open the 'CIT task calculator' and enter the review information and copy file requirements. 
W:\Public\Resolution Services Folder\8. Hub Folders\Templates and tools\CIT Task Calculator Combined 
v0 8.xlsm 
SHOW DETAILS NOTE  
What if you don't know the preferred delivery method? 
1982
 
f  
In Eos, copy the information in the CIT task calculator into the PRC REV: Send submissions to all parties task 
and transfer it to the 'Client Information Request' work queue.  
Act  
g 
• If the file does not yet require dispatching, return to Conduct Initial Customer Contact to continue the process. 
• If the file should be dispatched go to step 2.0  
Eos 
Show / Hide details 
1.1 
Prepare relevant documents for a business customer file  
•  Resolution Coordinator 
•  Review Specialist 
Information   
a  
Check if a business customer file has already been prepared.  
NOTE 
If a business file has already been prepared go to step 2.1. 
 
b 
Official 
Check that the relevant documents list is complete. 
SHOW DETAILS NOTE  
What if there are incomplete documents? 
the 
 
c  
In Juno_CRM create historical notes. 
 
d 
In Juno_CRM create interactions. 
 
under 
e  
In Juno_PolicyCenter copy the last three years of documents.  
 
f  
Using Mircosoft Word, merge the historical notes, interactions and documents into one document and password 
protect the document. 
 
g 
In the I:Drive, save all material in the unique customer file. 
 
h 
Released 
• If required, return to Resolution Service Initial Client Contact to continue the process. 
• If the file should be dispatched continue with this process. 
Juno CRM JunoPolicyCenter 
Show / Hide details 
2.0 

---

Dispatch a claim file 
•  Resolution Coordinator 
•  Review Specialist 
 
a  
In the CIT task calculator, if required enter the review information and request to dispatch the file to the 
appropriate parties. 
SHOW DETAILS NOTE  
1982
Who are the appropriate parties? 
SHOW DETAILS NOTE  
What if the customer/representative does not want the relevant documents and/or claim file 
ADR)CC)
Act  
b 
In Eos, copy the information in the CIT task calculator into the PRC REV Send submissions to all parties task and 
transfer the task to the 'Client Information Request' work queue. 
SHOW DETAILS NOTE  
What is this task is closed already? 
 
c  
Return to prepare and attend IRC, ADR or Case Conference process as appropriate. 
Eos 
PROCESS  
Prepare and Lead an Internal Resolution Consultation (IRC) 
Information 
•  Review Specialist 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
•  Review Specialist  Official 
PROCESS  
Prepare and Attend Case Conference (CC) 
the 
•  Review Specialist 
Show / Hide details 
2.1 
Dispatch a business cust
under omer file  
•  Resolution Coordinator 
•  Review Specialist 
 
a  
In Outlook, create an email to the relevant parties and attach the word document. Send the email. 
SHOW DETAILS NOTE  
Who are the relevant parties? 
Released 
SHOW DETAILS NOTE  
What if the customer/representative does not want the relevant documents and/or claim file 
 
b 
In a separate email, send the customer and/or provider the password to open the document.  

---

 
c  
In the I:Drive, save a copy of the sent email. 
 
d 
In the Levy Spreadsheet, update the column Date Referred to Provider with the date the email was sent. 
 
e  
Return to prepare for and attend Case Conference. 
Outlook 
PROCESS  
1982
Prepare and Attend Case Conference (CC) 
•  Review Specialist 
Act 
 
Triggers & Inputs 
Show / hide details 
Triggers 
Starts 
Frequency 
Volume 
An application for review 
Daily 
1000+ per year 
Information 
Inputs 
Input 
From Process 
How Used 
A conversation with a 
Resolutions 
Determine the documents 
customer/representative about the 
Services Initial 
which need to be sent to the 
Official 
review application 
Client contact 
review provider. 
Outputs & Targets 
the 
Show / hide details 
Outputs 
Output 
To Process 
How Used 
under 
Agreed documents needed for 
Resolutions Services 
To re-evaluate potential 
review hearing are prepared 
Initial Client contact 
resolution options 
Performance Targets 
Measure 
Target 
PRC REV: Send Submissions to all 
To be sent within 7 working days of review 
Released 
parties task 
lodgment date. 
RACI 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Al  of the above plus:  
• 
 [System Stakeholders] 
•  Promapp Promaster [System Stakeholders] 
Risk and Compliance 
Show / hide details 
None noted 
 
 
1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Implement Resolution Outcomes v13.0
Summary
Objective
The objective of this process is to carry out the agreed resolution outcome so that the review can be closed.
Owner
Expert
Procedure
1982
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
PROCESS
Prepare and Attend Review Hearing (RH)
Act 
Review Specialist
PROCESS
Prepare and Attend an Alternative Dispute Resolution (ADR)
Review Specialist
PROCESS
Prepare and Lead an Internal Resolution Consultation (IRC)
Review Specialist
PROCESS
Conduct Initial Customer Contact
Information 
Review Specialist
1.0 Action a negotiated resolution agreement
Review Specialist
a Contact the decision maker and have a conversation about your recommendation to offer a resolution agreement. Document 
the conversation between parties to show that all practicable efforts have been made to achieve an agreed decision.
NOTE What if the decision maker does not agree with your rational for offering a resolution agreement?
Official 
The final decision rests with the Review Specialist/Senior Review Specialist and there should be clear documentation 
of that persons rational.
Resolution Services Delegation
the 
b Send the REV043 settlement letter if the customer/representative has agreed to a resolution agreement.
REV043 Resolution Agreement
NOTE What pre-work is required prior to offering a resolution agreement?
All resolution agreements should met the below criteria:
• Should be quantifiable
• Be fair and reasonable
under 
• Have gone through a risk analysis to ensure that the rational is robust
• Have evaluated the possible outcome versus the customer experience.
NOTE When undertaking a risk analysis what factor should be considered?
Consider the following:
• what the customer wants (and whether a contribution towards their request is reasonable as opposed to full amount).
• the ACC regulations
• the possible outcome at review, versus the customer experience
• whether the customer has shown a pattern of seeking monetary resolution without a reasonable basis
• whether the issue has been previously disputed
• whether the customer has a tendency to resort to legal proceedings to resolve disputes where no reasonable basis 
Released 
exists
• that the potential resolution agreement is not detrimental to a customer's entitlements
• any ongoing impact for levy years not part of the original decision
• whether the client has a legal representative/advocate that ACC would be hesitant to create an expectation that ACC 
'will settle anything under $2k'
• whether a resolution offer is appropriate for a client who is emotionally aggrieved.
Once completed consult with a Senior Resolution Specialist to ensure the rational for offering a resolution agreement 
is robust.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Implement Resolution Outcomes
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:12 PM
Page 2 of 6

---

NOTE What if a potential settlement is over $2000 in value?
Email a Senior Resolution Specialist or Resolution Services Manager to seek prior approval.
Please note that seeking Manager approval does not negate the need to consult with your Senior Resolution Spe-
cialist on whether to offer the Resolution Agreement.
NOTE Should the payment always be made directly to the client?
Payment of an agreed monetary resolution shall be made only to the client or, where suitable authority exists, to their 
representative.
c • If the agreed resolution is about a decision on a claim, in Eos upload the letter to the claim including the team manager 
authorisation for amounts exceeding delegations.
• If the agreed resolution is about a levy decision, in Juno_CRM, upload the letter to the account, and if applicable include the 
team manager authorisation of amounts exceeding delegations.
d Notify the decision maker of the resolution agreement.
• If the review is about a decision on a claim, notify the decision maker.
1982
• If the review is about a levy decision, send the notification to [email address].
NOTE What information do you need to include in the email notification to the levy classification team?
The email subject should read "Resolution Services Instruction". The email is to include:
• Review number
Act 
• Customer/representative name (if applicable)
• ACC number
• Instruction or action required
The responsible Levy staff member will reply by email to the Review Specialist advising the instruction has been ac-
tioned.
e Add an interaction bullet pointing the review outcome, if the review is about a levy decision, in Juno_CRM.
f Contact the customer/representative requesting they withdraw their review application in writing (e.g. email/text/ letter/ACC34).
NOTE What if a customer/representative verbally withdraws their application?
Email the review provider and advise them the customer/representative has verbally withdrawn the application and 
that the review provider may contact the customer/representative to confirm.
• If the review withdrawal is about a decision on a claim, in Eos, add a contact outlining the conversation.
Information 
• If the review withdrawal is about a levy decision, in Juno-CRM, add an interaction outlining the conversation.
• If the review withdrawal is about a vehicle registration decision, in the Levy Spreadsheet, add a contact outlining the 
conversation.
ACC034 Request to withdraw a review application
NOTE What if CIT are part way through checking the relevant documents/full file?
Email the DSCCIT inbox to advise them the review application has been withdrawn and that they can cease reading 
the relevant documents/full file.
Official 
g Proceed to 'Close Review' to record the rational for offering a 'resolution agreement' and close the review cog.
Settlement on economic grounds the 
1.1 Instruct a new decision to be issued
Review Specialist
a If the review is about a decision on a claim:
• contact the decision maker and explain that the original decision will be revoked and replaced with a new decision.
• tell the decision maker the rationale for the change.
• If the outcome is as a result of a hearing, in Outlook, email a copy of the review hearing decision to the decision maker and 
under 
their Team Manager.
• Follow up the contact with an email instructing the decision maker to revoke the original decision and to confirm when the
new decision has been issued.
b If the review is about a levy decision:
Send an email to [email address]. The subject line should read "Resolution Services Instruction". Attach a copy of 
the decision document (ie hearing decision document, case conference minutes, or ADR agreement). The email should in-
clude:
• Review number
• Customer/representative name (if applicable)
• ACC number
• The instruction or action required on the account
Released 
The responsible Levy staff member will reply by email to the Review Specialist advising the instruction has been actioned.
c Contact the customer/representative and tell them that a new decision will be issued, and request they withdraw their review 
application in writing (e.g. email/text/letter/ACC34).
NOTE What does the customer/representative need to do to withdraw their review by text message?
Tell the customer/representative that you will send the first text message to their verified mobile number asking that 
they confirm the withdrawal by replying to your text. Eg: Hi, this is <your name> from ACC, please confirm by return 
text your agreement to withdraw review 1234567 by replying YES. Reply texts can cost up to 27c. Note: Remember to 
add the eTXT to the customer file.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Implement Resolution Outcomes
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:12 PM
Page 3 of 6

---

NOTE What if CIT are part way through checking the relevant documents/full file?
Email the DSCCIT inbox to advise them the review application has been withdrawn and that they can cease reading 
the relevant documents/full file.
d If the new instruction is the result of a review hearing process ends here
1.2 Action a review withdrawal
Review Specialist
a Read the withdrawal review application request and open the claim, or account as appropriate.
b If the review withdrawal application is about a decision on a claim, in Eos upload the withdrawal request and update the docu-
ment type to 'ACC034 Withdraw review' and document description with the unique review number.
c If the review withdrawal application is about a levy decision add an interaction in Juno_CRM and upload the ACC034 to the 
interaction. Send an email of the outcome to [email address]. The subject should read 'Resolution Services 
Review Outcome'. The email should include:
1982
— Review number
— customer/representative name (if applicable)
— ACC number
— Advice the review has been withdrawn
Act 
NOTE What if the review withdrawal was received in the body of an email?
• If the review withdrawal is about a decision on a claim switch the email into an adobe document and in Eos, use [File 
away], edit the contact detail to [Reason] to: Dispute; [Direction] to: Incoming; [Method of Contact] to: Email.
• If the review withdrawal is about a levy decision upload the email to the customer's account as an interaction in 
Juno_CRM
d If the a review hearing date has been set down, send confirmation of the withdrawal, to the review provider and say that the 
customer/representative wants to withdraw their application.
NOTE What if CIT are part way through checking the relevant documents/full file?
Email the DSCCIT inbox to advise them the review application has been withdrawn and that they can cease reading 
the relevant documents/full file.
Information 
PROCESS
Close Review
Resolution Coordinator, Review Specialist
Triggers & Inputs
TRIGGERS
Official 
Starts
Frequency
Volume
An agreed resolution option
5
daily
the 
INPUTS
Input
From Process
How Used
Agreed resolution option with 
Prepare and Lead an Internal Resolution Consultation (IRC)
Resolution agreement imple-
customer/representative
mented
Conciliation agreement
Prepare and Attend an Alternative Dispute Resolution (ADR)
Confirms the agreed resolution 
under 
option
Review outcome
Prepare and Attend Review Hearing (RH)
To implement review outcome
Agreed resolution
Conduct Initial Customer Contact
To implement the agreed out-
come
Outputs & Targets
OUTPUTS
Output
To Process
How Used
Released 
Settlement Letter
N/A
The settlement letter is 
sent to the customer/
representative when a 
resolution is negotiated
Withdrawal request
N/A
When a resolution 
is reached prior to a 
hearing decision, the 
customer/represntative 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Implement Resolution Outcomes
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:12 PM
Page 4 of 6

---

must formally withdraw 
the review applicaiton 
before it can be 
considered closed.
Email to provider
N/A
When a review 
application is withdrawn 
the allocated provider 
must be notified.
PERFORMANCE TARGETS
None Noted
Process Dependencies
1982
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Close Review
Process
Resolution Coordinator, Review 
Act 
Specialist
Conduct Initial Customer Contact
Input, Process
Review Specialist
Conduct Initial Customer Contact
Input, Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Input, Process
Review Specialist
Resolution (ADR)
Prepare and Attend an Alternative Dispute 
Input, Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Process
Review Specialist
Prepare and Attend Review Hearing (RH)
Input, Process
Review Specialist
Information 
Prepare and Attend Review Hearing (RH)
Input, Process
Review Specialist
Prepare and Lead an Internal Resolution 
Input, Process
Review Specialist
Consultation (IRC)
Prepare and Lead an Internal Resolution 
Input, Process
Review Specialist
Consultation (IRC)
PROCESS LINKS TO THIS PROCESS
Official 
Process Name
Type of Link
Assigned Role
Accept or Decline Late Review Application
Process
Review Specialist
Close Review
Process
Review Specialist
the 
Complete Background Review
Note
Review Specialist
Conduct Initial Customer Contact
Note
Review Specialist
Prepare and Attend an Alternative Dispute 
Note, Output
Review Specialist
Resolution (ADR)
Prepare and Attend an Alternative Dispute 
Note, Output
Review Specialist
under 
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Note, Output, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Note, Output, Process
Review Specialist
Prepare and Attend Review Hearing (RH)
Output, Process
Review Specialist
Prepare and Attend Review Hearing (RH)
Output, Process
Review Specialist
Prepare and Lead an Internal Resolution 
Output, Process
Review Specialist
Consultation (IRC)
Prepare and Lead an Internal Resolution 
Output, Process
Review Specialist
Released 
Consultation (IRC)
RACI
RESPONSIBLE
Roles that perform process activities
Resolution Coordinator, Review Specialist
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Implement Resolution Outcomes
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:12 PM
Page 5 of 6

---

Systems that perform process activities
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
1982
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Act 
Process
Owner
Expert
Process Group
Accept or Decline Late Review 
Manage Customer Reviews
Application
Close Review
Manage Customer Reviews
Complete Background Review
Manage Customer Reviews
Conduct Initial Customer Contact
Manage Customer Reviews
Prepare and Attend an Alternative Dispute 
Manage Customer Reviews
Resolution (ADR)
Prepare and Attend Case Conference 
Manage Customer Reviews
(CC)
Information 
Prepare and Attend Review Hearing (RH)
Manage Customer Reviews
Prepare and Lead an Internal Resolution 
Manage Customer Reviews
Consultation (IRC)
INFORMED
Those notified of changes
Official 
All of the above, as well as; 
System Stakeholder], 
System Stakeholder], Promapp Promaster[System 
Stakeholder]. These parties are informed via dashboard notifications.
the 
Systems
CRM
Eos
Juno_CRM
under 
Outlook
Lean
None Noted
Process Approval
Date
Approver
Type
23-02-2020 (GMT)
Process Owner
Released 
23-02-2020 (GMT)
Process Expert
23-02-2020 (GMT)
Promaster
Published on 23-02-2020 (GMT) by 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Implement Resolution Outcomes
Uncontrolled Copy Only : Version 13.0 : Last Edited Sunday, February 23, 2020 11:01 PM : Printed Monday, March 2, 2020 10:12 PM
Page 6 of 6

---

V.1 Published 21 June 2019 
Promapp 
Fulfil Resolution Obligations 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Fulfil Resolution Obligations 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
This objective of this process is to carry out the agreed resolution outcome so that the review can be closed. 
under 
•  Background  
Objective 
This objective of this process is to carry out the agreed resolution outcome so that the review can be closed. 
Procedure 
Hide details 
Released 
PROCESS  
Prepare and Attend Case Conference (CC) 
•  Review Specialist 

---

PROCESS  
Prepare and Attend Review Hearing (RH) 
•  Review Specialist 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
•  Review Specialist 
1982
PROCESS  
Prepare and Lead an Internal Resolution Consultation (IRC) 
Act 
•  Review Specialist 
PROCESS  
Conduct Initial Customer Contact 
•  Review Specialist 
Show / Hide details 
1.0 
Implement resolution outcome 
Information 
•  Review Specialist 
Show / Hide details 
1.1 
Action a negotiated agreement  Official 
•  Review Specialist 
the 
 
a  
If the customer/representative has agreed to a resolution agreement, or agreed to consider a resolution 
agreement send the REV043 settlement letter. 
FLIS 
REV043 Resolution Agreement  
 
under 
b 
• If the agreed resolution is about a decision on a claim, in Eos upload the letter to the claim including the team 
manager authorisation for amounts exceeding delegations. 
• If the agreed resolution is abut a levy decision, in Juno_CRM, upload the letter to the account, and if applicable 
include the team manager authorisation of amounts exceeding delegations. 
 
c  
Notify the decision maker of the resolution agreement. 
• If the review is about a decision on a claim, notify the decision maker. 
• If the review is about a levy decision, send the notification to [email address]. The email subject 
should read "Resolution Services Instruction". The email is to include: 
Released 
- Review number 
- Customer/representative name (if applicable) 
- ACC number 
- Instruction or action required 
 

---

The responsible Levy staff member wil  reply by email to the Review Specialist advising the instruction has been 
actioned. 
 
d 
If the review is about a levy decision, in Juno_CRM, add an interaction bul et pointing the review outcome. 
 
e  
Send the ACC034 Withdraw a review application to the customer/representative with a request the for is returned 
to your email address. 
FLIS 
ACC034 Request to withdraw a review application 
1982
Eos Juno CRM 
Show / Hide details 
1.2 
Instruct a new decision to be issued  
Act 
•  Review Specialist 
 
a  
If the review is about a decision on a claim: 
• contact the decision maker and explain that the original decision wil  be revoked and replaced with a new 
decision. 
• tell the decision maker the rationale for the change. 
• If the outcome is as a result of a hearing, in Outlook, email a copy of the review hearing decision to the decision 
maker and their Team Manager. 
• Follow up the contact with an email instructing the decision maker to revoke the original decision and to confirm 
Information 
when the new decision has been issued. 
 
b 
If the review is about a levy decision: 
Send an email to [email address]. The subject line should read "Resolution Services Instruction". 
Attach a copy of the decision document (ie hearing decision document, case conference minutes, or ADR 
agreement). The email should include: 
Official 
• Review number 
• Customer/representative name (if applicable) 
• ACC number 
• The instruction or action required on the account 
the 
The responsible Levy staff member wil  reply by email to the Review Specialist advising the instruction has been 
actioned. 
 
c  
Contact the customer/representative and tell them that a new decision wil  be issued, and that they wil  be sent an 
ACC034 Withdraw a review application form to complete and return. 
SHOW DETAILS NOTE  
under 
What if the customer/representative wants to withdraw their review by text message? 
 
d 
Send the ACC034 Withdraw a review application to the customer/representative with a request they return the 
form to your email address. 
 
e  
If the new instruction is the result of a review hearing process ends here  
Outlook 
Show / Hide details 
1.3 
Released 
Action a review withdrawal  
•  Review Specialist 

---

 
a  
Read the ACC034 Withdraw a review application and open the claim, or account as appropriate. 
 
b 
• If the review withdrawal application is about a decision on a claim, in Eos upload the signed form and update 
the document type to ACC034 Withdraw review and document description with the unique review number. 
• If the review withdrawal application is about a levy decision add an interaction in Juno_CRM and upload the 
ACC034 to the interaction. Send an email of the outcome to [email address]. The subject should 
read "Resolution Services Review Outcome". The email should include: 
- Review number 
1982
- customer/representative name (if applicable) 
- ACC number 
- Advice the review has been withdrawn  
SHOW DETAILS NOTE  
Act 
What if the review withdrawal was received in the body of an email? 
Eos,interaction 
 
c  
If the a review hearing date has been set down, send the ACC034, or the email confirming the withdrawal, to the 
review provider and say that the customer/representative wants to withdraw their application. 
SHOW DETAILS NOTE  
What if a customer/representative verbally withdraws their application? 
Eos,CRM,interaction CRM Eos Juno_CRM 
PROCESS  
Close Review 
Information 
•  Resolution Coordinator 
•  Review Specialist 
 
Triggers & Inputs 
Show / hide details 
Official 
Triggers 
Starts 
Frequency 
Volume 
the 
An agreed resolution option 
5 
daily 
Inputs 
Input 
under  From Process 
How Used 
Agreed resolution option with 
Conduct an Internal 
Resolution agreement 
customer/representative 
Resolution Consultation 
implemented 
(IRC) 
Conciliation agreement 
Prepare for Alternative 
Confirms the agreed 
Dispute Resolution (ADR)  resolution option 
Released 
Review outcome 
Prepare for and attend 
To implement review 
Review Hearing 
outcome 

---

Input 
From Process 
How Used 
Agreed resolution 
Resolutions Services Initial  To implement the 
Client contact 
agreed outcome 
Outputs & Targets 
Show / hide details 
Outputs 
1982
Output 
To 
How Used 
Process 
Act 
Settlement 
N/A 
The settlement letter is sent to the customer/representative 
Letter 
when a resolution is negotiated 
Withdrawal 
N/A 
When a resolution is reached prior to a hearing decision, the 
request 
customer/represntative must formally withdraw the review 
applicaiton before it can be considered closed. 
Email to 
N/A 
When a review application is withdrawn the allocated provider 
Information 
provider 
must be notified. 
Performance Targets 
None noted 
RACI 
Official 
Show / hide details 
Responsible 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 
the 
•  Roles 
o  Resolution Coordinator 
o  Review Specialist 
•  Systems 
None noted 
under 
Accountable 
FOR ENSURING THAT PROCESS IS EFFECTIVE AND IMPROVING 
•  Process Owner 
o 
 
•  Process Expert 
o 
 
•  Risk Managers 
None noted 
Released 
•  Approvers 
None noted 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Prepare and Attend an Alternative Dispute Resolution 
(ADR) v19.0
Summary
Objective
To provide guidance on when and how to set up an Alternative Dispute Resolution (ADR) meeting with an external mediator for 
Review Specialists.
Background
An Alternative Dispute Resolution can occur both pre and post case conference.
Owner
1982
Expert
Procedure
Act 
PROCESS
Conduct Initial Customer Contact
Review Specialist
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
1.0 Identify stakeholders to invite to the ADR
Review Specialist
a Identify all relevant stakeholders who may be able to provide insight or technical advice on the decision at the ADR.
Information 
NOTE Who could be relevant stakeholders?
ACC staff who had input into the decision. This may include:
• Case manager or decision maker
• Legal Services
• Clinical Services
• Technical Services
• Technical Accounting Services
• Weekly Compensation Team
Official 
• External medical practitioner
• Vocational Providers
• Allied health providers
• Levy Classification
the 
Working together to find the right outcome
b Invite potential stakeholders to ADR.
NOTE What if a member of the Levy Classification Team need to attend the ADR?
Email [email address] to request a colleague attend the ADR. The subject of the email should read 
'Resolution Services Attendance Request'. The email should include:
• Review number
under 
• Customer/representative name (if applicable)
• ACC number
• Date and time of the ADR
• Outline a request for attendance at the IRC
10 working days’ notice is required for Levy's to attend the ADR.
2.0 Select an ADR provider
Review Specialist
Released 
NOTE Talk-Meet-Resolve has no contractual or legislative obligation to monitor review timeframes or set-downs 
therefore ultimate responsibility lies with the Review specialist to ensure legislative timeframes are met.
a Select an ADR provider.
NOTE Which ADR provider should be selected?
Talk-Meet-Resolve (TMR) are ACC's preferred provider for ADR.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend an Alternative Dispute Resolution (ADR)
Uncontrolled Copy Only : Version 19.0 : Last Edited Tuesday, February 11, 2020 3:34 AM : Printed Monday, March 2, 2020 10:13 PM
Page 2 of 7

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
ADR - Hearing Task.png
c If engaging with Talk-Meet-Resolve:
• and, the review is about a decision on a claim, complete all sections of the 'TMR Agreement to Conciliate' form and upload to 
Eos.
• If the review is about a levy decision, complete all sections of the 'TMR Agreement to Conciliate' form.
If engaging with Fairway or ICRA:
Information 
• they will send through their 'Agreement to Conciliate' form upon appointment. Once received, sign - upload to EOS and 
return.
TMR Agreement to Conciliate.docx
d If working in Eos, Send the [PRV REV: Send submissions to all parties] task to CIT to prepare (if not already prepared) and 
dispatch relevant documents to the necessary parties.
NOTE Remember to include the completed 'TMR Agreement to Conciliate' form (if applicable) as a relevant docu-
ment in the bulk print.
Official 
4.0 Prepare and attend ADR session the 
External Provider, Review Specialist
a Check that the agreed relevant documents and 'Agreement to Conciliate' are on hand for the session.
b Re-evaluate potential resolution options as an outcome of the ADR.
NOTE What are the potential resolution options?
1) If the original decision appears correct, then potential options are a resolution agreement, a withdrawal or a case 
under 
conference.
2) If the original decision appear incorrect, then the potential option is to overturn the original decision.
c Await phone contact from the ADR conciliator to discuss the matter at review in anticipation for the pending meeting.
d Prepare any internal stakeholders who will be attending the ADR to represent ACC.
e Attend and participate in the ADR session.
NOTE What to expect at the ADR session.
The provider will facilitate the hearing and may ask:
• ACC to explain the decision
• the customer/representative to outline their points of contention
Released 
• for clarification on matters under contention
The provider will then confirm the resolution outcome agreement.
f Approve costs within the Review Specialists Delegation (in line with the review regulations) when called upon by the conci-
liator.
NOTE What if the conciliator requests costs outside of the review regulations?
Any amounts outside of the review regulations must be considered by a Senior Review Specialist or Manager and will 
likely be associated with travel to attend the conciliation.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend an Alternative Dispute Resolution (ADR)
Uncontrolled Copy Only : Version 19.0 : Last Edited Tuesday, February 11, 2020 3:34 AM : Printed Monday, March 2, 2020 10:13 PM
Page 4 of 7

---

Resolution Services Delegation
http://thesauce/how-to/corporate-delegations/case-claims-management/mediation-review-appeal/index.htm
5.0 Action the ADR outcome agreement
Review Specialist
a Sign the 'ADR outcome agreement' document and return to the provider.
b • If the review is about a decision on a claim, in Eos, upload the signed conciliation agreement to the claim.
• If the review is about a levy decision, email the outcome agreement to [email address]. The subject line should 
read "Resolution Services ADR Conciliation Agreement". The email is to include:
— Review number
— Customer/representative name (if applicable)
— ACC number
— Summary of the ADR agreement and action required
c
1982
Action the ADR conciliation agreement.
NOTE What if there was a successful resolution agreement, an agreement to withdraw the review or overturn an 
incorrect decision?
Go to Fulfil Resolution Obligations.
Act 
PROCESS Implement Resolution Outcomes
NOTE What if the agreed actions will take the review past 60 days from the lodgement date?
Set down a case conference date - go to Prepare and Attend Case Conference.
PROCESS Prepare and Attend Case Conference (CC)
NOTE What if no resolution was reached?
Go to Prepare and Attend Case Conference. If a case conference has already occurred, proceed to Prepare and 
Attend Review Hearing.
PROCESS Prepare and Attend Case Conference (CC)
PROCESS
Prepare and Attend Review Hearing (RH)
Information 
Review Specialist
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Official 
Decision to undertake an ADR
Monthly
5 per month
INPUTS
the 
Input
From Process
How Used
A discussion with the client/
Conduct Initial Customer Contact
To attend an ADR session
representative about the review 
application. Determined that 
ADR is required.
A decision at case conference 
Prepare and Attend Case Conference (CC)
To schedule and attend an ADR 
under 
that an ADR may be an appro-
session
priate way to resolve the matter
Outputs & Targets
OUTPUTS
Output
To Process
How Used
'ADR Conciliation Agreement'
Prepare and Attend Case Conference (CC)
Decision is made at ADR 
to continue to a case 
Released 
conference
'ADR Conciliation Agreement'
Prepare and Attend Review Hearing (RH)
To proceed to a review 
hearing
'ADR Conciliation Agreement'
Implement Resolution Outcomes
To change implement 
the agreed resolution
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend an Alternative Dispute Resolution (ADR)
Uncontrolled Copy Only : Version 19.0 : Last Edited Tuesday, February 11, 2020 3:34 AM : Printed Monday, March 2, 2020 10:13 PM
Page 5 of 7

---

PERFORMANCE TARGETS
None Noted
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Conduct Initial Customer Contact
Input, Process
Review Specialist
Conduct Initial Customer Contact
Input, Process
Review Specialist
Implement Resolution Outcomes
Note, Output
Review Specialist
Implement Resolution Outcomes
Note, Output
Review Specialist
Prepare and Attend Case Conference (CC)
Input, Note, Output, Process
Review Specialist
1982
Prepare and Attend Case Conference (CC)
Input, Note, Output, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Input, Note, Output, Process
Review Specialist
Prepare and Attend Review Hearing (RH)
Output, Process
Review Specialist Act 
Prepare and Attend Review Hearing (RH)
Output, Process
Review Specialist
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
Conduct Initial Customer Contact
Output, Process
Review Specialist
Conduct Initial Customer Contact
Output, Process
Review Specialist
Create Bulk Print and Send CIT Task
Process
Review Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Information 
Prepare and Attend Case Conference (CC)
Input, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Input, Process
Review Specialist
Prepare and Attend Review Hearing (RH)
Process
Review Specialist
Prepare and Lead an Internal Resolution 
Process
Review Specialist
Consultation (IRC)
Official 
RACI
RESPONSIBLE
the 
Roles that perform process activities
External Provider, Review Specialist
Systems that perform process activities
None Noted
under 
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Released 
Those whose opinions are sought
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Process
Owner
Expert
Process Group
Conduct Initial Customer Contact
Manage Customer Reviews
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend an Alternative Dispute Resolution (ADR)
Uncontrolled Copy Only : Version 19.0 : Last Edited Tuesday, February 11, 2020 3:34 AM : Printed Monday, March 2, 2020 10:13 PM
Page 6 of 7

---

Create Bulk Print and Send CIT Task
Manage Customer Reviews
Implement Resolution Outcomes
Manage Customer Reviews
Prepare and Attend Case Conference 
Manage Customer Reviews
(CC)
Prepare and Attend Review Hearing (RH)
Manage Customer Reviews
Prepare and Lead an Internal Resolution 
Manage Customer Reviews
Consultation (IRC)
INFORMED
Those notified of changes
All of the above, as well as; 
System Stakeholder], Promapp Promaster[System Stakeholder]. These parties are 
informed via dashboard notifications.
1982
Systems
Act 
Eos
Outlook
Lean
None Noted
Process Approval
Date
Approver
Type
29-01-2020 (GMT)
Process Owner
Information 
09-02-2020 (GMT)
Process Group Approver
Approval bypassed
Process Expert
11-02-2020 (GMT)
Promaster
Published on 11-02-2020 (GMT) by 
 via Publish Now (some approvals bypassed)
Official 
the 
under 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend an Alternative Dispute Resolution (ADR)
Uncontrolled Copy Only : Version 19.0 : Last Edited Tuesday, February 11, 2020 3:34 AM : Printed Monday, March 2, 2020 10:13 PM
Page 7 of 7

---

V.1 Published 21 June 2019 
Promapp 
Prepare and Attend an Alternative Dispute Resolution (ADR) 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Prepare and At end an Alternative Dispute Resolution (ADR) 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
To provide guidance on when and how to set up an Alternative Dispute Resolution (ADR) meeting with an 
under 
external mediator for Review Specialists.|~| ~| 
•  Background  
An Alternative Dispute Resolution can occur both pre and post case conference. 
Objective 
To provide guidance on when and how to set up an Alternative Dispute Resolution (ADR) meeting with an 
external mediator for Review Specialists. 
Released 
Background 
An Alternative Dispute Resolution can occur both pre and post case conference. 
Procedure 

---

Hide details 
PROCESS  
Conduct Initial Customer Contact 
•  Review Specialist 
PROCESS  
Prepare and Attend Case Conference (CC) 
1982
•  Review Specialist 
Show / Hide details 
1.0 
Act 
Select an ADR provider  
•  Review Specialist 
 
a  
Select an ADR provider. 
SHOW DETAILS NOTE  
Which ADR provider should be selected? 
ADR SHOW DETAILS NOTE 
What timeframes apply to booking an ADR meeting? 
ADR ADR ADR ADR ADR SHOW DETAILS NOTE  
Information 
What if the customer/representative has requested a face to face ADR meeting? 
 
b 
• If the review is about a decision on a claim, in Eos, complete all sections of the ACC8026 Alternative Dispute 
Resolution form and mark it as incomplete. 
• If the review is about a levy decision, complete all sections of the ACC8026 Alternative Dispute Resolution form. 
 
c
Official 
  
If working in Eos, Send the PRV REV: Send submissions to al  parties task to CIT to prepare and dispatch 
relevant documents to parties previously identifed. 
 
d
the 
 
In Outlook, check your inbox for ADR confirmation. 
SHOW DETAILS NOTE  
What should you do if you don't receive a confirmation within 2 working days? 
Eos Outlook 
Show / Hide details 
2.0 
under 
Identify stakeholders to invite to the ADR 
•  Review Specialist 
 
a  
Identify all relevant stakeholders who may be able to provide insight or technical advice on the decision at the 
ADR.  
SHOW DETAILS NOTE  
Who could be relevant stakeholders? 
Released 
[Document removed] 
 
b 
Invite potential stakeholders to ADR.  
SHOW DETAILS NOTE  

---

What if Levy Classification need to attend the ADR? 
ADR.ADR.Show / Hide details  
3.0 
Complete ADR paperwork 
•  Review Specialist 
 
a  
Check the email confirmation from the ADR provider includes an 'Agreement to Conciliate' document and session  1982
details. 
SHOW DETAILS NOTE  
What if there is missing information? 
SHOW DETAILS NOTE  
Act 
What if the customer/representative has requested transport costs to be paid prior to the session? 
ADR.Policy 
Prior travel approval policy  
 
b 
Print, sign, scan and return the original 'Agreement to Conciliate' document to the provider before the session 
date. 
Show / Hide details 
4.0 
Prepare and attend ADR session 
•  External Provider 
Information 
•  Review Specialist 
 
a  
Check that the agreed relevant documents and 'Agreement to Conciliate' are on hand for the session. 
 
b 
Official 
Re-evaluate potential resolution options as an outcome of the ADR.  
SHOW DETAILS NOTE  
What are the potential resolution options? 
 
the 
c  
Attend and participate in the ADR session. 
SHOW DETAILS NOTE  
What to expect at the ADR session. 
Show / Hide details 
5.0 
Action the ADR outcome a
under  greement 
•  Review Specialist 
 
a  
Sign and return the 'ADR outcome agreement' document to the provider. 
 
b 
• If the review is about a decision on a claim, in Eos, upload the signed conciliation agreement to the claim. 
Released 
• If the review is about a levy decision, email the outcome agreement to [email address]. The subject 
line should read "Resolution Services ADR Conciliation Agreement". The email is to include: 
- Review number 
- Customer/representative name (if applicable) 

---

- ACC number 
- Summary of the ADR agreement and action required  
 
c  
Action the ADR conciliation agreement.  
SHOW DETAILS NOTE  
What if there was a successful resolution agreement, an agreement to withdraw the review or overturn an 
incorrect decision? 
Implement Resolution Outcomes SHOW DETAILS NOTE 
What if the agreed actions wil  take the review past 55 days from the lodgement date? 
Prepare and At end Case Conference (CC) SHOW DETAILS NOTE 
What if no resolution was reached? 
1982
Prepare and At end Case Conference (CC) Eos 
PROCESS  
Prepare and Attend Review Hearing (RH) 
Act 
•  Review Specialist 
 
Triggers & Inputs 
Show / hide details 
Triggers 
Starts 
Frequency 
Volume 
Information 
Decision to undertake an ADR 
Monthly 
5 per month 
Inputs 
Input 
From Process 
How Used 
Official 
A discussion with the client/representative 
Resolutions Services 
To attend an 
about the review application. Determined 
Initial Client contact 
ADR session 
that ADR is required. 
the 
A decision at case conference that an ADR  Prepare for and attend 
To schedule and 
may be an appropriate way to resolve the 
Resolution Services 
attend an ADR 
matter 
Case Conference 
session 
under 
Outputs & Targets 
Show / hide details 
Outputs 
Output 
To Process 
How Used 
'ADR Conciliation 
Prepare for and attend Resolution  Decision is made at ADR to 
Agreement' 
Services Case Conference 
continue to a case conference 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Prepare and Attend Case Conference (CC) v29.0
Summary
Objective
To set a case conference time and date and prepare so that the Review Specialist can attend the case conference on ACC’s behalf.
Background
An application for review has been received and it requires a case conference to be held.
Owner
Expert
1982
Procedure
PROCESS
Conduct Initial Customer Contact
Review Specialist
Act 
PROCESS
Prepare and Lead an Internal Resolution Consultation (IRC)
Review Specialist
PROCESS
Prepare and Attend an Alternative Dispute Resolution (ADR)
Review Specialist
1.0 Schedule case conference
Review Specialist
Information 
a Consider whether a case conference needs to occur.
NOTE When is a case conference not required?
The ONLY circumstance in which a case conference is not required is:
• Where the reviewer already has a review active for that client AND
• The matters at review are linked (eg the subjects are intertwined and are practical to be heard together).
NOTE How do you communicate with the review provider the reason no case conference has been booked?
On the ACC6239 note the reasons under 'Additional Information'. You would note either:
Official 
• Please note that a case conference for this client is already scheduled on date/time for review XXXXXXX. It is prac-
tical that the clients two reviews are heard together.
• Please note that the client has an already active review (Review XXXXXXX). A case conference has already taken 
place where is was agreed a second review be lodged. No new case conference is required. Please set review 
the 
XXXXXXX down to be heard at the same time as review XXXXXXX.
b Check the 'book and hold' date range that a case conference can occur based on dates provided in the initial 'Admin Review' 
task.
NOTE What is the first possible date that a case conference can be held?
To hold a case conference all parties must have been supplied either the relevant documents or the full file (depen-
dant on what the client requested).
under 
• If relevant documents HAVE NOT been prepared by CIT then allow at least 28 calendar days from the date the CIT 
task is sent. This gives CIT 14 days to prepare and release the file, and the reviewer 14 days to familiarise with the 
issue at review.
• If the relevant documents HAVE been prepared, allow 18 calendar days from the date the CIT task is sent. This gives 
CIT 4 days to release the file, and the reviewer 14 days to familiarise with the issue at review.
NOTE What is the last possible date that a case conference can be held?
A case conference must be held by day 78. This is counted from the date the review application was received into the 
corporation. This date (day 78) should be provided to the Review Specialist at the time of allocation.
Released 
• If the decision is about a review on a claim check the information provided in the PRC REV: complete admin review 
task.
• If the decision is about a levy decision check the email with the review information provided by the Resolution Coor-
dinator.
c Contact the customer/representative and using the 'Resolution Service Shared Calendar' agree a date and time for the case 
conference.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 2 of 9

---

NOTE Do you have to provide a client with a choice of review supplier and what if the client changes their mind 
about the supplier they have selected?
Review supplier choice:
It is important to provide the customer a choice of supplier. If the customer needs a specific date and time and there is 
only one available supplier at the time selected - then explain to the customer how and why their choice is limited.
It is also important to explain to the customer that the choice relates to the supplier of reviewer services, and not be-
tween reviewers and that once instructed the client is unable to change their mind. If a customer has a number of re-
views and one has already been set down with one organisation then we should continue with that review provider so 
that there is no opportunity to have misinformation.
NOTE What if they client wants to change their review supplier after they have been engaged?
Section 138 says that a Reviewer has a duty to act independently and disclose previous involvement they have had in 
a claim other than as a reviewer. The legislation also says in S139, that ACC must not allocate a claim to a reviewer 
who discloses to ACC previous involvement in the claim other than as a reviewer.
1982
This means a reviewer may hear as many reviews on a client’s claim as is referred to them unless they have acted in 
some way other than as a reviewer on the claim. If a client has an issue with the reviewer allocated to hear their 
review, it will be for the client to raise it with the reviewer and for the reviewer to make a determination. It is not for 
ACC to interfere in that process.
Act 
NOTE How you explain to a client the difference between the two review suppliers?
As a guide, a Review Specialist could say:
"When it comes to booking an independent review you have the choice of two suppliers. The two suppliers are Fair-
way Resolution Limited and Independent Complaint and Resolution Authority. They both offer the same service and 
have the same contractual requirements. If you have a preference, then I can see what times we have available - oth-
erwise I can allocate one randomly. Lastly it's important for me to mention that this choice only relates to the choice of 
supplier - not the choice of reviewer. The reviewer will be selected by the supplier once ACC transfers them a copy of 
the review documents".
NOTE What if a conflict of interest exists between the reviewer or review provider and the client?
A conflict of interest is where a person has another interest that others may think affects this person’s independence, 
their objectivity and their impartiality.
There are two potential conflicts of interest and will each be managed differently.
Information 
• Conflict of interest with the 'Supplier': If a Fairway or ICRA staff member lodges a review application, they should 
choose the alternate supplier.
• Conflict of interest with a 'Reviewer': It is for the reviewer to identify a conflict of interest with the customer, and make 
a determination on the next steps.
Subsequently, if you believe a conflict of interest does exist contact a Senior Resolution Specialist so they can 
manage this from a contract perspective.
NOTE What if External Counsel has been engaged?
Official 
Negotiate a date and time to hold the case conference suitable to both the external counsel, and the customer/
representative.
NOTE What if travel assistance is required to get to a review hearing (if a review hearing is scheduled)?
the 
Advise the customer/representative that they may claim for travel costs, and these will be awarded after the review 
hearing. If the travel requires air travel, and/or accommodation prior approval must be given by a manager.
If the clients travel costs are going to exceed the maximum award allowable under the regulations ($178.78) the 
Review Specialist can agree to reimburse reasonably sought costs brought as a result of needing to travel a face to 
face hearing.
NOTE What if there is an interested party?
under 
• If the interested party is a client and they would like to attend, schedule a time that suits all parties.
• If the interested party is an employer advise the employer of the date and time of the scheduled case conference.
NOTE What if the customer/representative requests a face to face case conference?
First and foremost attempt to understand the clients reasons for wanting a face to face. Share with the client the 
advantages of attending the hearing via video conference. These advantages can include:
• May result in the matter being heard in a more timely manner (as opposed to needing to fit in with the face to face 
circuits).
• Will decrease the amount of time being spent travelling to attend the hearing, which can be especially frustrating 
where the matter is adjourned part heard.
• Very easy technology to use which the RS can offer to try out at the case conference to provide the client with reas-
Released 
surance it's as effective as a face to face with the reviewer.
Lastly, share the positive feedback received from other clients who have found the option of video conference practical 
and efficient AND ensure they are aware that ACC will NOT be attending face to face.
If they customer still wants a face to face review, notify the review supplier of the request on the ACC6239.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 3 of 9

---

NOTE Where can a face to face hearing be held?
• Whangarei
• Auckland
• Hawkes Bay (Hastings/Napier)
• Hamilton
• New Plymouth
• Wellington
• Blenheim/Nelson
• Christchurch
• Dunedin
NOTE What if the customer/representative chooses not to agree a case conference time?
• Advise the customer/representative that a case conference will be set, and that they can choose not to attend.
• Advise the customer/representative that the review hearing is set at the case conference.
• Note 'case conference unagreed' on the ACC6239.
NOTE What if the customer/representative cannot be contacted to agree to a case conference time?
1982
Record each contact attempt (multiple attempts are expected).
At day 60 select a case conference time and notify the customer/representative in writing that:
• Contact attempts have been unsuccessful
Act 
• The time and date of the case conference
• To make contact if a copy of relevant documents are required.
d Select the chosen time in the Resolution Services shared calendar booking tool and complete the appointment subject line 
with: RS name, Client name, Review number and claim number. Click on 'copy to my calendar', then save and close.
NOTE What if you later want to cancel the booked case conference?
If the CC is not going ahead or is being moved, delete in your own calendar and remove the client specific information 
from the subject line so another RS can use the appointment if required.
Subject line for blank appoint reads: ICRA RS: CLIENT: REV: CLAIM:
e • If the review is about a decision on a claim, in Eos, add the case conference time, date and provider name to the [PRV REV: 
hearing requested] task.
• If the review is about a levy decision, in the Levy Spreadsheet add the conference time, date and provider name.
Information 
Official 
the 
under 
Released 
CC - Hearing Task.png
f If the review is about a decision on a claim, in Eos, add the nominated provider to the claim record.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 4 of 9

---

NOTE What if the case conference requires rescheduling?
• The review provider will complete their own internal checks and check on the reviewers availability.
• The review provider will check with the applicant when they would available for a case conference.
• If the set down date is 21 days or more away - the provider will send an email to ACC stating 'URGENT RE-
SCHEDULE CASE CONFERENCE'.
• If the set down date is 20 days or less - the provider will ring ACC to confirm ACC availability.
• RC will check RS availability and respond to the provider.
• Provider will send through update CC notification.
• RC will update the CC details in the hearing task (replacing the existing information)
• RC will upload the new CC notification to Eos.
2.0 Prepare documents for case conference
Review Specialist
a • If the review is about a decision on a claim, in Eos generate the ACC6239, update the document description to include the 
1982
prefix Rev, space, followed by the unique review number, space and 'appoint reviewer', and save the document as incomplete.
• If the review is about a levy decision, complete the ACC6239, attach it to the customer account in Juno_CRM and enter the 
case conference provider, time and date in the Levy Spreadsheet.
Act 
ACC6239 - Instruction for review provider
NOTE What if there are multiple reviews on a decision on a claim?
Update the document description to include the prefix Rev, space, followed by the unique review number, space and 
'appoint reviewer', and save the document as incomplete for each matter.
NOTE What if the review related to a settled appeal or court decision?
The ACC6239 should have in the additional information box, that this is a matter settled after an appeal to hear the 
substantive matter. A case conference should be booked per usual process.
NOTE What is considered a 'Complex Review'?
• Accident Compensation Act 1982 Matters (W3 & W5)
• Vocational Independence (X7)
• Vocational Rehabilitation (X16)
• Weekly compensation - loss of potential earnings (Y19 only) Information 
• Rehabilitation - attendant care, home help and child care (Y17 only)
• Multiple reviews lodged at the same time (including separately lodged cover & surgery)
• Complex Treatment injury and patient safety (Complexity indicator can be found on Eos under the [Treatment Injury] 
tab (under the [Injury] tab) - it will be either 'Straightforward', 'Moderate' or 'Complex').
If you have a review which you believe is complex that isn't covered off in one of the above categories then please 
contact 
 or 
 prior to sending the ACC6239.
NOTE What if the client belongs to the Wellington Central Unit (WCU) or Remote Claims Unit (RCU)?
Official 
In the additional notes box - put a bold, large, capital 'W' in red if the claim belongs to WCU, or a bold, large, capital 'R' 
in red if the claim belongs to the RCU.
b Check if the 'Client Care Indicator' is active.
the 
NOTE This is necessary for both reviews on decisions on claims and on levy decisions, where the levy payer is self 
employed.
NOTE What if the 'Client Care Indicator' is active?
On the ACC6239 check [Yes] next to the [Care Indicator] and add the following information on the risks the customer/
representative may present at the review hearing.
under 
• Who is involved, eg. the client, their advocate, or a family member
• Incident type - the incidents or behaviours that led to the care indicator being applied
• Incident timing – when the incidents occurred. This should not be a specific date but more a general statement, such 
as ‘two years ago’, or ‘last month’
• Incident frequency – this could be a specific number of incidents or a more general statement, such as ‘repeated’.
c Arrange of the preparation and/or dispatch of agreed relevant documents.
d Go to Create bulk print and send CIT task.
Released 
PROCESS
Create Bulk Print and Send CIT Task
Review Specialist
3.0 Prepare for and attend case conference
Review Specialist
a Prepare for the case conference by reading all of the background information and determining whether aspects of the decision 
will require additional preparation.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 5 of 9

---

b Re-evaluate all potential resolution options as an outcome of the case conference.
NOTE What potential resolution options are available if the original decision was or appears correct?
• A resolution agreement
• A review hearing
NOTE What potential resolution options are available if the original decision was or appears incorrect?
• Overturning the original decision
c Ensure any new information relevant to the review has been sent to all parties prior to the case conference (eg CAP comment, 
newly obtained medical notes).
d Attend and participate in the case conference.
NOTE Please note a Case Conference may be recorded at the Reviewer disrection.
NOTE What happens at the case conference?
The provider will spend:
1982
• 10 minutes discussing and clarifying the decision at review
• 10 minutes discussing whether further information is required, or resolution options
• 10 minutes scheduling hearing arrangements.
Act 
NOTE What questions must the reviewer ask during the case conference?
• What was the decision date?
• What was the date the review application was made (ie review lodgement date)?
• Are there any preliminary jurisdictional issues?
• What are the issues to be decided?
• What facts must be proven?
• Are there any other relevant documents that have not been provided?
• Are there any issues that place an onus of proof on ACC or an Accredited Employer?
• Is conciliation an option?
• What is the hearing attendance preference of the client, customer, or representative?
• If the hearing preference is in person, where is the preferred location?
• Is there a requirement for timetabling directions?
• When will all parties be ready for a hearing?
• What is the preferred communication method for the client, customer, or representative?
Information 
• Is the correct address for the preferred communication method recorded by the provider?
e Take note of the hearing date agreed in the Case Conference, and add the date and time of the set down to the [PRC REV: 
Hearing Requested] task as seen in the image below.
Official 
the 
under 
Released 
Hearing booked - Hearing task.png
NOTE What if the customer/representative requests a face to face hearing?
Advise the customer/representative that they may claim for travel costs, and these will be awarded after the review 
hearing. If the travel requires air travel, and/or accommodation prior approval must be given by a manager.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 6 of 9

---

4.0 Action the case conference outcome
Review Specialist
a Read and action the case conference minutes.
NOTE What if an agreement was reached to gather additional information?
Gather the requested information, and then send copies to the customer/representative and the provider.
NOTE What if no resolution was reached?
The case conference provider will set down a review hearing date. Go to Prepare and Attend Review Hearing (RH).
PROCESS Prepare and Attend Review Hearing (RH)
NOTE What if there was a successful resolution agreement, an agreement to withdraw the review or overturn an 
incorrect dedsion?
Go to Implement Resolution Outcomes.
PROCESS Implement Resolution Outcomes
b Email the case conference minutes to [email address] if the review is about a levy decision.
1982
NOTE What should the email contain?
The subject of the email should read 'Resolution Services Case Conference Minutes'. The email is to include:
• Review number
Act 
• Customer/representative name (if applicable)
• ACC number
• Any actions required.
PROCESS
Prepare and Attend an Alternative Dispute Resolution (ADR)
Review Specialist
PROCESS
Prepare and Attend Review Hearing (RH)
Review Specialist
Information 
PROCESS
Implement Resolution Outcomes
Review Specialist
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Official 
A written application for review.
Daily
1000+ per year
the 
INPUTS
Input
From Process
How Used
A completed internal resolution  Prepare and Lead an Internal Resolution Consultation (IRC)
To determine a case conference 
consultation meeting.
is required.
A completed alternative dispute  Prepare and Attend an Alternative Dispute Resolution (ADR)
To determine a case conference 
resolution meeting.
is required.
under 
Completed background review
Complete Background Review
To determine a case conference 
is required.
Outputs & Targets
OUTPUTS
Output
To Process
How Used
Completed Case Conference and a review hearing 
Prepare and Attend Review Hearing (RH)
To proceed to a review 
will occur.
hearing.
Released 
Completed case conference and a resolution has 
Implement Resolution Outcomes
To fulfil the agreed 
been agreed.
resolution outcome.
PERFORMANCE TARGETS
None Noted
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 7 of 9

---

Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Complete Background Review
Input
-
Conduct Initial Customer Contact
Process
Review Specialist
Create Bulk Print and Send CIT Task
Process
Review Specialist
Implement Resolution Outcomes
Note, Output, Process
Review Specialist
Implement Resolution Outcomes
Note, Output, Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Input, Process
Review Specialist
Resolution (ADR)
Prepare and Attend an Alternative Dispute 
Input, Process
Review Specialist
1982
Resolution (ADR)
Prepare and Attend Review Hearing (RH)
Note, Output, Process
Review Specialist
Prepare and Attend Review Hearing (RH)
Note, Output, Process
Review Specialist Act 
Prepare and Lead an Internal Resolution 
Input, Process
Review Specialist
Consultation (IRC)
Prepare and Lead an Internal Resolution 
Input, Process
Review Specialist
Consultation (IRC)
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
Accept or Decline Late Review Application
Note, Process
Review Specialist
Conduct Initial Customer Contact
Note, Output, Process
Review Specialist
Conduct Initial Customer Contact
Note, Output, Process
Review Specialist
Information 
Create Bulk Print and Send CIT Task
Process
Review Specialist
Implement Resolution Outcomes
Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Input, Note, Output, Process
Review Specialist
Resolution (ADR)
Prepare and Attend an Alternative Dispute 
Input, Note, Output, Process
Review Specialist
Resolution (ADR)
Official 
Prepare and Attend an Alternative Dispute 
Input, Note, Output, Process
Review Specialist
Resolution (ADR)
Prepare and Attend Review Hearing (RH)
Input, Process
Review Specialist
the 
Prepare and Attend Review Hearing (RH)
Input, Process
Review Specialist
Prepare and Lead an Internal Resolution 
Output, Process
Review Specialist
Consultation (IRC)
Prepare and Lead an Internal Resolution 
Output, Process
Review Specialist
Consultation (IRC)
under 
Refer to Legal Services for external counsel
Process
Review Specialist
RACI
RESPONSIBLE
Roles that perform process activities
Review Specialist
Systems that perform process activities
Released 
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 8 of 9

---

Expert
CONSULTED
Those whose opinions are sought
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Process
Owner
Expert
Process Group
Accept or Decline Late Review 
Manage Customer Reviews
Application
Conduct Initial Customer Contact
Manage Customer Reviews
Create Bulk Print and Send CIT Task
Manage Customer Reviews
1982
Implement Resolution Outcomes
Manage Customer Reviews
Prepare and Attend an Alternative Dispute 
Manage Customer Reviews
Resolution (ADR)
Act 
Prepare and Attend Review Hearing (RH)
Manage Customer Reviews
Prepare and Lead an Internal Resolution 
Manage Customer Reviews
Consultation (IRC)
Refer to Legal Services for external 
Manage Customer Reviews
counsel
INFORMED
Those notified of changes
All of the above. These parties are informed via dashboard notifications.
Information 
Systems
None Noted
Lean
None Noted
Official 
Process Approval
Date
Approver
Type
the 
29-12-2019 (GMT)
Process Owner
29-12-2019 (GMT)
Process Expert
05-01-2020 (GMT)
Promaster
under 
Published on 05-01-2020 (GMT) by 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Case Conference (CC)
Uncontrolled Copy Only : Version 29.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:14 PM
Page 9 of 9

---

V.1 Published 21 June 2019 
Promapp 
Prepare and Attend Case Conference (CC) 
Historical v1.0  
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Prepare and At end Case Conference (CC) 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
The objective of this process is to set a case conference time and date and prepare so that the Review Specialist 
under 
can attend the case conference on ACC’s behalf. 
•  Background  
An application for review has been received and it requires a case conference to be held. 
Objective 
The objective of this process is to set a case conference time and date and prepare so that the Review Specialist 
can attend the case conference on ACC’s behalf. 
Released 
Background 
An application for review has been received and it requires a case conference to be held. 
Procedure 

---

Hide details 
PROCESS  
Conduct Initial Customer Contact 
•  Review Specialist 
PROCESS  
Prepare and Lead an Internal Resolution Consultation (IRC) 
1982
•  Review Specialist 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
Act 
•  Review Specialist 
Show / Hide details 
1.0 
Schedule case conference  
•  Review Specialist 
 
Information 
a  
Check dates that a case conference can occur. 
SHOW DETAILS NOTE  
What is the first possible date that a case conference can be held? 
SHOW DETAILS NOTE  
What is the last possible date that a case conference can be held? 
 
b 
Official 
Contact the customer/representative and using the Case Conference Scheduling Tool, agree a date and time for 
the case conference. 
NOTE 
When booking case conferences in your calendar be sure to leave a half hour gap between appointments. 
the 
SHOW DETAILS NOTE  
What if External Counsel has been engaged? 
SHOW DETAILS NOTE  
What if travel wil  be required to get to a review hearing, should a review hearing be scheduled? 
SHOW DETAILS NOTE  
What if there is an interested party? 
SHOW DETAILS NOTE  
under 
What if the customer/representative requests a face to face case conference? 
SHOW DETAILS NOTE  
What if the customer/representative chooses not to agree a case conference time? 
SHOW DETAILS NOTE  
What if the customer/representative cannot be contacted to agree to a case conference time? 
 
c  
Use the Case Conference Scheduling Tool to create the case conference appointment. The tool is located 
W:\Public\Resolution Services Folder\Testing\Review Specialist Timetable v1_1.xlsm 
 
d 
Released 
• If the review is about a decision on a claim, in Eos, add the case conference time, date and provider name to 
the PRV REV: hearing requested task. 
• If the review is about a levy decision, in the Levy Spreadsheet add the conference time, date and provider 
name. 
 
e  

---

If the review is about a decision on a claim, in Eos, add the nominated provider to the claim record. 
Eos 
Show / Hide details 
2.0 
Prepare documents for case conference 
•  Review Specialist 
 
a  
1982
• If the review is about a decision on a claim, in Eos generate the ACC6239, update the document description to 
include the prefix Rev, space, followed by the unique review number, space and "appoint reviewer", and save the 
document as incomplete. 
 
Act 
• If the review is about a levy decision, complete the ACC6239, attach it to the customer account in Juno_CRM 
and enter the case conference provider, time and date in the Levy Spreadsheet. 
SHOW DETAILS NOTE  
What if there are multiple reviews on a decision on a claim? 
 
b 
Check if the 'Client Care Indicator' is active. 
NOTE 
This is necessary for both reviews on decisions on claims and on levy decisions, where the levy payer is self 
employed. 
SHOW DETAILS NOTE  
What if the 'Client Care Indicator' is active? 
 
Information 
c  
Arrange of the preparation and/or dispatch of agreed relevant documents. Go to Prepare Relevant Documents for 
Review.  
Eos Juno_CRM 
PROCESS  
Prepare Relevant Documents for Review 
Official 
•  Review Specialist 
Show / Hide details 
3.0 
the 
Prepare for and attend case conference  
•  Review Specialist 
 
under 
a  
Prepare for the case conference by: 
 
• reading all of the background information 
• determining whether aspects of the decision wil  require additional preparation  
 
b 
Re-evaluate all potential resolution options as an outcome of the case conference. 
SHOW DETAILS NOTE  
What potential resolution options are available if the original decision was or appears correct. 
SHOW DETAILS NOTE  
Released 
What potential resolution options are available if the original decision was or appears incorrect? 
 
c  
Attend and participate in the case conference.  
SHOW DETAILS NOTE  

---

What happens at the case conference? 
SHOW DETAILS NOTE  
What questions must the reviewer ask during the case conference? 
 
d 
Take note of the date, if a review hearing date is set. 
SHOW DETAILS NOTE  
What if the customer/representative requests a face to face hearing? 
Show / Hide details 
4.0 
Action the case conference outcome  
1982
•  Review Specialist 
Act  
a  
Read and action the case conference minutes. 
SHOW DETAILS NOTE  
What if an agreement was reached to gather additional information? 
SHOW DETAILS NOTE  
What if no resolution was reached? 
Prepare and At end Review Hearing (RH) SHOW DETAILS NOTE 
What if there was a successful resolution agreement, an agreement to withdraw the review or overturn an 
incorrect dedsion? 
Implement Resolution Outcomes 
 
b 
Information 
If the review is about a levy decision, email the case conference minutes to [email address]. The 
subject of the email should read "Resolution Services Case Conference Minutes". The email is to include: 
• Review number 
• Customer/representative name (if applicable) 
• ACC number 
• Any actions required  
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
Official 
•  Review Specialist 
the 
PROCESS  
Prepare and Attend Review Hearing (RH) 
•  Review Specialist 
PROCESS  
under 
Fulfil Resolution Obligations 
•  Review Specialist 
 
 
PROCESS  
Conduct Initial Customer Contact 
Released • Review Specialist 
PROCESS  
Prepare and Lead an Internal Resolution Consultation (IRC) 

---

•  Review Specialist 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
•  Review Specialist 
Show / Hide details 
1.0 
1982
Schedule case conference  
•  Review Specialist 
Act  
a  
Consider whether a case conference needs to occur. 
SHOW DETAILS NOTE  
When is a case conference not required? 
SHOW DETAILS NOTE  
How do you communicate with the review provider the reason no case conference has been booked? 
 
b 
Check the 'book and hold' date range that a case conference can occur based on dates provided in the initial 
'Admin Review' task. 
SHOW DETAILS NOTE  
Information 
What is the first possible date that a case conference can be held? 
CIT CIT CIT CIT CIT SHOW DETAILS NOTE  
What is the last possible date that a case conference can be held? 
 
c  
Contact the customer/representative and using the 'Resolution Service Shared Calendar' agree a date and time 
for the case conference. 
SHOW DETAILS NOTE  
Official 
Do you have to provide a client with a choice of review supplier and what if the client changes their mind about 
the supplier they have selected? 
SHOW DETAILS NOTE  
What if they client wants to change their review supplier after they have been engaged? 
the 
SHOW DETAILS NOTE  
How you explain to a client the difference between the two review suppliers? 
me SHOW DETAILS NOTE 
What if a conflict of interest exists between the reviewer or review provider and the client? 
SHOW DETAILS NOTE  
What if External Counsel has been engaged? 
SHOW DETAILS NOTE  
What if travel assistance is required to get to a review hearing (if a review hearing is scheduled)? 
under 
SHOW DETAILS NOTE  
What if there is an interested party? 
SHOW DETAILS NOTE  
What if the customer/representative requests a face to face case conference? 
RS SHOW DETAILS NOTE  
Where can a face to face hearing be held? 
SHOW DETAILS NOTE  
What if the customer/representative chooses not to agree a case conference time? 
SHOW DETAILS NOTE  
What if the customer/representative cannot be contacted to agree to a case conference time? 
 
Released 
d 
Select the chosen time in the Resolution Services shared calendar booking tool and complete the appointment 
subject line with: RS name, Client name, Review number and claim number. Click on 'copy to my calendar', then 
save and close. 
SHOW DETAILS NOTE  

---

What if you later want to cancel the booked case conference? 
CC RS RS:
 
e  
• If the review is about a decision on a claim, in Eos, add the case conference time, date and provider name to 
the [PRV REV: hearing requested] task. 
• If the review is about a levy decision, in the Levy Spreadsheet add the conference time, date and provider 
name. 
IMAGE 
CC - Hearing Task.png (loading...)  
  1982
f  
If the review is about a decision on a claim, in Eos, add the nominated provider to the claim record. 
SHOW DETAILS NOTE  
What if the case conference requires rescheduling? 
Act 
RC RS CC RC CC RC CC Eos.Eos 
Show / Hide details 
2.0 
Prepare documents for case conference 
•  Review Specialist 
 
a  
• If the review is about a decision on a claim, in Eos generate the ACC6239, update the document description to 
include the prefix Rev, space, followed by the unique review number, space and 'appoint reviewer', and save the 
Information 
document as incomplete. 
 
• If the review is about a levy decision, complete the ACC6239, attach it to the customer account in Juno_CRM 
and enter the case conference provider, time and date in the Levy Spreadsheet. 
FORM 
ACC6239 - Instruction for review provider (loading...) 
SHOW DETAILS NOTE  
What if there are multiple reviews on a decision on a claim? 
SHOW DETAILS NOTE  
Official 
What if the review related to a settled appeal or court decision? 
SHOW DETAILS NOTE  
What is considered a 'Complex Review'? 
SHOW DETAILS NOTE  
the 
What if the client belongs to the Wel ington Central Unit (WCU) or Remote Claims Unit (RCU)? 
RCU.
 
b 
Check if the 'Client Care Indicator' is active. 
NOTE 
This is necessary for both reviews on decisions on claims and on levy decisions, where the levy payer is self 
under 
employed. 
SHOW DETAILS NOTE  
What if the 'Client Care Indicator' is active? 
 
c  
Arrange of the preparation and/or dispatch of agreed relevant documents. 
 
d 
Go to Create bulk print and send CIT task. 
Eos Juno_CRM 
PROCESS  
Released 
Create Bulk Print and Send CIT Task 
•  Review Specialist 

---

Show / Hide details 
3.0 
Prepare for and attend case conference  
•  Review Specialist 
 
a  
Prepare for the case conference by reading all of the background information and determining whether aspects of 
the decision wil  require additional preparation. 
1982
 
b 
Re-evaluate all potential resolution options as an outcome of the case conference. 
SHOW DETAILS NOTE  
Act 
What potential resolution options are available if the original decision was or appears correct? 
SHOW DETAILS NOTE  
What potential resolution options are available if the original decision was or appears incorrect? 
 
c  
Ensure any new information relevant to the review has been sent to al  parties prior to the case conference (eg 
CAP comment, newly obtained medical notes). 
 
d 
Attend and participate in the case conference.  
NOTE 
Please note a Case Conference may be recorded at the Reviewer disrection. 
SHOW DETAILS NOTE  
Information 
What happens at the case conference? 
SHOW DETAILS NOTE  
What questions must the reviewer ask during the case conference? 
 
e  
Take note of the hearing date agreed in the Case Conference, and add the date and time of the set down to the 
[PRC REV: Hearing Requested] task as seen in the image below.  
IMAGE 
Official 
Hearing booked - Hearing task.png (loading...) 
SHOW DETAILS NOTE  
What if the customer/representative requests a face to face hearing? 
Show / Hide details 
the 
4.0 
Action the case conference outcome  
•  Review Specialist 
under 
 
a  
Read and action the case conference minutes. 
SHOW DETAILS NOTE  
What if an agreement was reached to gather additional information? 
SHOW DETAILS NOTE  
What if no resolution was reached? 
RH)Prepare and Attend Review Hearing (RH) SHOW DETAILS NOTE 
What if there was a successful resolution agreement, an agreement to withdraw the review or overturn an 
incorrect dedsion? 
Implement Resolution Outcomes 
Released 
 
b 
Email the case conference minutes to [email address] if the review is about a levy decision. 
SHOW DETAILS NOTE  
What should the email contain? 
PROCESS  

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Prepare and Attend Review Hearing (RH) v12.0
Summary
Objective
To attend a review hearing, on ACC’s behalf, to provide submissions pertaining to the matter at review and the reasons for ACC’s 
decision.
Background
A review hearing will provide ACC and the customer/representative with an outcome that is binding between the customer and ACC.
Owner
Expert
1982
Procedure
PROCESS
Prepare and Attend an Alternative Dispute Resolution (ADR)
Act 
Review Specialist
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
1.0 Write review hearing submission
Review Specialist
a Complete the review submissions.
ACC2199 ACC submissions template
Information 
NOTE What information should be included?
• Background of the issue
• Relevant legislation
• Relevant case law
• ACC's position
Review Hearing Submission Policy
b If the review is about a decision on a claim, in Eos, update the submissions document code with 'ACC2199' and the document 
description with the unique review identifier.
Official 
c If the review is about a levy, complete the submissions and save them to the customer folder.
d Use judgement to consider having the written submissions peer reviewed by a colleague, senior resolution specialist or a tech-
nical specialist.
the 
e Read the review hearings rules policy to help understand more about review hearings.
Review Hearing Rules Policy
2.0 Send review submission to all parties
Review Specialist
under 
a Check Eos and ensure that the client care indicator has not been activated since the ACC6239 was sent to the review pro-
vider.
NOTE What if the client care indicator was already active but it hasn't been updated in the last six months?
Contact the decision maker (DM) and their Team Manager (TM) using the Client Care Indicator Template to update the 
Care Indicator.
b If the review is about a decision on a claim, in Eos, use the email tool set to send the submissions document to all parties.
NOTE Who are all parties?
This includes:
• the review provider
Released 
• the customer/representative
• interested parties
NOTE What if the customer/representative does not have an email address?
Print the documents and send them to the necessary parties.
c If the review is about a levy, email the submissions to all parties, and save email as an interaction in Juno_CRM.
NOTE What if the customer/representative does not have an email address?
Post the submissions to the customer/representative and save a scanned copy in a Juno_CRM interaction.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Review Hearing (RH)
Uncontrolled Copy Only : Version 12.0 : Last Edited Tuesday, January 14, 2020 1:59 AM : Printed Monday, March 2, 2020 10:16 PM
Page 2 of 5

---

d Ensure any new information relevant to the review has been sent to all parties prior to the hearing (eg CAP comment, newly 
obtained medical notes).
3.0 Attend review hearing
Review Specialist
a Consider who from ACC should attend the hearing.
NOTE Who from ACC should you consider?
Consider:
• decision maker
• TAS
• any other ACC expert (eg technical specialist, medical advisor, etc).
About Technical Accounting Specialist (TAS) Reference Guide
b Dial into the tele/video conference or attend in person.
1982
NOTE Where can face to face hearings be held?
• Whangarei
• Auckland
• Hawkes Bay (Hastings/Napier)
Act 
• Hamilton
• New Plymouth
• Wellington
• Blenheim/Nelson
• Christchurch
• Dunedin.
Zoom Meeting Guide
c Answer any questions asked by the review provider.
NOTE What happens at the hearing?
• The customer/representative will outline their case.
• The reviewer will ask clarifying questions of the customer/representative.
Information 
• ACC will present their case and submissions.
• The reviewer will ask clarifying questions of ACC.
• ACC will be offered the opportunity to cross examine the customer/representative.
• The customer/representative will summarise their case and provide submissions.
NOTE What happens if the reviewer adjourns the hearing?
The customer/representative and Resolution Services will agree on actions to be taken.
If the review is about a decision on a claim, update the Hearing Request task to provide the reasons for the adjourn-
Official 
ment. The review will remain allocated to the Review Specialist until the hearing is closed.
Adjournments Policy
d Approve costs within the Review Specialist delegation when called upon by the Reviewer, using the delegation levels in 7.10 
the 
Mediation, review and appeal on The Sauce.
7.10 Mediation, review and appeal (The Sauce)
NOTE What if the reviewer requests costs outside of the regulated amount?
This is outside of the Review Specialist delegation and must refer to a Senior Review Specialist or Resolution Man-
ager for consideration.
under 
This would most likely be in cases whereby travel costs to the hearing are outside of the regulated amounts.
e Complete the [PRC REV Hearing Requested] e-form after the hearing is concluded, and close this task.
f Transfer the subsequent task [PRC REV Record Review Outcome] task to the 'Hamilton SC - Quality Assurance' queue.
g In Outlook, open the email from the Resolution Coordinator and read the review outcome, before going to Implement Reso-
lution Outcomes process.
PROCESS
Implement Resolution Outcomes
Review Specialist
Released 
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
A review application.
Daily
1000+ per year
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Review Hearing (RH)
Uncontrolled Copy Only : Version 12.0 : Last Edited Tuesday, January 14, 2020 1:59 AM : Printed Monday, March 2, 2020 10:16 PM
Page 3 of 5

---

INPUTS
Input
From Process
How Used
A completed case conference.
Prepare and Attend Case Conference (CC)
A case conference was held 
and it was determined to pro-
ceed to review.
Outputs & Targets
OUTPUTS
Output
To Process
How Used
A resolution has been agreed.
Implement Resolution Outcomes
To implement the agreed 
resolution.
The review provider has quashed ACC's decision
Implement Resolution Outcomes
To complete the 1982
instructions outlined by 
the review provider.
The review provider has upheld ACC's decision.
Close Review
To close the review 
Act 
application and complete 
the process.
PERFORMANCE TARGETS
None Noted
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Information 
Close Review
Output
-
Implement Resolution Outcomes
Output, Process
Review Specialist
Implement Resolution Outcomes
Output, Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Input, Process
Review Specialist
Official 
Prepare and Attend Case Conference (CC)
Input, Process
Review Specialist
PROCESS LINKS TO THIS PROCESS
the 
Process Name
Type of Link
Assigned Role
Implement Resolution Outcomes
Input, Process
Review Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Output, Process
Review Specialist
Resolution (ADR)
under 
Prepare and Attend an Alternative Dispute 
Output, Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Note, Output, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Note, Output, Process
Review Specialist
RACI
RESPONSIBLE
Roles that perform process activities
Released 
Review Specialist
Systems that perform process activities
None Noted
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Review Hearing (RH)
Uncontrolled Copy Only : Version 12.0 : Last Edited Tuesday, January 14, 2020 1:59 AM : Printed Monday, March 2, 2020 10:16 PM
Page 4 of 5

---

ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
1982
Process
Owner
Expert
Process Group
Implement Resolution Outcomes
Manage Customer Reviews
Prepare and Attend an Alternative Dispute 
Manage Customer Reviews
Resolution (ADR)
Act 
Prepare and Attend Case Conference 
Manage Customer Reviews
(CC)
INFORMED
Those notified of changes
All of the above. These parties are informed via dashboard notifications.
Systems
Information 
None Noted
Lean
None Noted
Process Approval
Official 
Date
Approver
Type
13-01-2020 (GMT)
Process Owner
13-01-2020 (GMT)
Process Expert
the 
14-01-2020 (GMT)
Promaster
Published on 14-01-2020 (GMT) by 
under 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Attend Review Hearing (RH)
Uncontrolled Copy Only : Version 12.0 : Last Edited Tuesday, January 14, 2020 1:59 AM : Printed Monday, March 2, 2020 10:16 PM
Page 5 of 5

---

V.1 Published 21 June 2019 
Promapp 
Prepare and Attend Review Hearing (RH) 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Prepare and At end Review Hearing (RH) 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
To attend a review hearing, on ACC’s behalf, to provide submissions pertaining to the matter at review and the 
under 
reasons for ACC’s decision. 
•  Background  
A review hearing wil  provide ACC and the customer/representative with an outcome that is binding between the 
customer and ACC. 
Objective 
To attend a review hearing, on ACC’s behalf, to provide submissions pertaining to the matter at review and the 
Released 
reasons for ACC’s decision. 
Background 
A review hearing wil  provide ACC and the customer/representative with an outcome that is binding between the 
customer and ACC. 

---

Procedure 
Hide details 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
•  Review Specialist 
PROCESS  
Prepare and Attend Case Conference (CC) 
1982
•  Review Specialist 
Act 
Show / Hide details 
1.0 
Write review hearing submission 
•  Review Specialist 
Policy 
Review Hearing Submission Policy 
 
a  
Complete the review submissions. 
Information 
SHOW DETAILS NOTE  
What information should be included? 
 
b 
If the review is about a decision on a claim, in Eos, update the submissions document code with 'ACC2199' and 
the document description with the unique review identifier. 
 
c  
Official 
If the review is about a levy, complete the submissions and save them to the customer folder. 
 
d 
Use judgement to consider having the written submissions peer reviewed by: 
the 
• a colleague 
• a senior resolution specialist 
• a technical specialist 
 
e  
Read the review hearings rules policy to help understand more about review hearings. 
under 
Policy 
Review Hearing Rules Policy  
Eos 
Show / Hide details 
2.0 
Send review submission to al  parties 
•  Review Specialist 
 
Released 
a  
If the review is about a decision on a claim, in Eos, use the email tool set to send the documents. 
SHOW DETAILS NOTE  
Who are all parties? 
SHOW DETAILS NOTE  

---

What if the customer/representative does not have an email address? 
 
b 
If the review is about a levy decision, email the submissions to all parties, and save email as an interaction in 
Juno CRM  
SHOW DETAILS NOTE  
What if the customer/representative does not have an email address? 
Juno CRM interaction.Eos Juno_CRM 
Show / Hide details 
3.0 
Attend review hearing  
1982
•  Review Specialist 
Act 
Policy 
Who may Attend a Review Hearing Policy  
Policy 
Telephone Attendance at a Hearing Polcy 
 
a  
Dial into the tele/video conference, or attend in person.  
SHOW DETAILS NOTE  
Where can face to face hearings be held? 
 
b 
Answer any questions asked by the review provider. 
SHOW DETAILS NOTE  
Information 
What happens at the hearing? 
SHOW DETAILS NOTE  
What happens if the reviewer adjourns the hearing? 
Policy 
Adjournments Policy  
 
c  
After the hearing, transfer the PRC REV Hearing Requested task to the 'Hamilton SC - Quality Assurance' queue. 
Official 
 
d 
In Outlook, open the email from the Resolution Coordinator and read the review outcome. Go to Fulfil Resolution 
Obligations process to action. 
the 
Outlook 
PROCESS  
Fulfil Resolution Obligations 
•  Review Specialist 
under 
 
Triggers & Inputs 
Show / hide details 
Triggers 
Starts 
Frequency 
Volume 
A review application. 
Daily 
1000+ per year 
Released 
Inputs 

---

Input 
From Process 
How Used 
A completed case  Prepare for and attend 
A case conference was held and it 
conference. 
Resolutions Services Case 
was determined to proceed to 
Conference 
review. 
Outputs & Targets 
Show / hide details 
1982
Outputs 
Output 
To Process 
How Used 
Act 
A resolution has been 
Fulfil Resolutions 
To implement the agreed resolution. 
agreed. 
Obligations 
The review provider has 
Fulfil Resolutions 
To complete the instructions 
quashed ACC's decision 
Obligations 
outlined by the review provider. 
The review provider has 
Close Review 
To close the review application and 
upheld ACC's decision. 
complete the process. 
Information 
Performance Targets 
None noted 
RACI 
Show / hide details 
Responsible 
Official 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 
the 
•  Roles 
o  Review Specialist 
•  Systems 
None noted 
Accountable under 
FOR ENSURING THAT PROCESS IS EFFECTIVE AND IMPROVING 
•  Process Owner 
o 
 
•  Process Expert 
o 
 
•  Risk Managers 
None noted 
•  Approvers 
Released 
None noted 
•  Publishers 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Prepare and Lead an Internal Resolution Consultation 
(IRC) v5.0
Summary
Objective
The objective of this process is to use information and advice from relevant internal experts in an attempt to seek a resolution for the 
customer/representative. It will involve explaining the decision and the reasons for the decision with the customer/representative and 
provides them with an opportunity to hear from relevant internal experts.
Background
The Internal Resolution Consultation is used to bring relevant parties together with the client to help clarify customer/representative 
understanding of a decision. The IRC is often used when a decision is robust, but not understood by the customer/representative. 
New information may be raised at this meeting by the customer/representative.
1982
Owner
Expert
Act 
Procedure
PROCESS
Conduct Initial Customer Contact
Review Specialist
1.0 Prepare for the Internal Resolution Consultation meeting
Review Specialist
a Identify the customer/representative's point/s of contention or grievance with the ACC decision.
b Gather documents or other evidence to support a discussion of the point/s of contention or grievance.
c Re-evaluate potential resolution options as an outcome of the IRC
Information 
NOTE What potential options are available if the original decision was or appears correct?
• A resolution agreement
• Alternative Dispute Resolution
• A case conference
NOTE What potential options are available if the original decision was or appears incorrect?
• Overturning the original decision
Official 
2.0 Identify Stakeholders to invite to the IRC
Review Specialist
a Identify all relevant stakeholders who may be able to provide insight or technical advice on the decision at the IRC.
the 
NOTE Who could be relevant stakeholders?
ACC staff who had input into the decision. This could include:
• Legal Services
• Clinical Services
• Technical Services
• Technical Accounting Services
• Weekly Compensation Team
under 
• External medical practitioner/s
• Vocational Providers
• Allied health providers
• Levy Classifiation
Working together to find the right outcome
b Contact the potential stakeholder to determine attendance.
NOTE What if a member of the Levy Classification Team need to attend the IRC?
Email [email address] to request a colleague attend the IRC. The subject of the email should read 
"Resolution Services Attendance Request". The email should include:
Released 
• Review number
• Customer/representative name (if applicable)
• ACC number
• Date and time of the IRC
• Outline a request for attendance at the IRC
10 working days notice is required for Levys to attend the IRC.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Lead an Internal Resolution Consultation (IRC)
Uncontrolled Copy Only : Version 5.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:17 PM
Page 2 of 5

---

3.0 Schedule the Internal Resolution Consultation Meeting
Review Specialist
a In Outlook, set up a teleconference by sending a meeting appointment to the customer/representative and identified relevant 
stakeholders.
NOTE What should be in the body of outlook meeting appointment?
• Information on the decision and why ACC made the decision
• The customer/representative's grievance with the decision and the specific points of contention
• Potential outcomes from the IRC
• A list of meeting attendees
• Contact details for the Review Specialist
4.0 Facilitate the Internal Resolution Consultation meeting
Review Specialist
a
1982
Using Skype for Business, initiate the meeting. Allow internal parties to join first and then dial in the customer/representative 
last.
NOTE What if one or more parties cannot be reached?
Reschedule the IRC for another time.
Act 
b Introduce all the participants to each other and explain the purpose of the internal resolution consultation.
c Facilitate the meeting ultimately steering/directing the conversation towards a resolution, or a clearly agreed outcome.
5.0 Action the IRC outcome
Review Specialist
a Using the IRC contact tool (this exists on the second tab of the calculator tool) enter the outcome agreement.
• If the review is about a decision on a claim copy and paste the information generated by the 'IRC contact calculator' into an 
Eos contact.
• If the review is about a levy decision copy the IRC contact tool information into an interaction in Juno_CRM.
CIT/IRC Calculator Tool
Information 
http://thesauce/team-spaces/resolution-services/index.htm
NOTE What type of contact should be added in Eos?
• Reason: Dispute
• Direction: Internal
• Method of contact: Phone
b Action the IRC outcome agreed during the consultation.
NOTE What if no resolution was reached?
Official 
Decide whether to proceed to an ADR, or directly to case conference.
NOTE What if the agreed actions will take the review past 40 days from the lodgement date?
Set down a case conference date.
the 
NOTE What if there was a successful resolution agreement, an agreement to withdraw the review, or overturn an 
incorrect decision?
Fulfil the resolution obligations.
PROCESS
Prepare and Attend an Alternative Dispute Resolution (ADR)
Review Specialist
under 
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
PROCESS
Implement Resolution Outcomes
Review Specialist
Released 
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Initial contact has been made with the customer or 
Daily
5
representative and agreement has been reached to 
engage in an internal resolution consultation.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Lead an Internal Resolution Consultation (IRC)
Uncontrolled Copy Only : Version 5.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:17 PM
Page 3 of 5

---

INPUTS
Input
From Process
How Used
Agreement with the customer/
Conduct Initial Customer Contact
Agreement that IRC will take 
representative to attend an IRC
place.
Outputs & Targets
OUTPUTS
Output
To Process
How Used
Resolution agreement
Implement Resolution Outcomes
Resolution is agreed and 
needs to be fulfilled
Decision to proceed to a case conference
Prepare and Attend Case Conference (CC)
IRC concluded and 
next step is a case 
1982
conference
PERFORMANCE TARGETS
Act 
None Noted
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Conduct Initial Customer Contact
Input, Process
Review Specialist
Conduct Initial Customer Contact
Input, Process
Review Specialist
Implement Resolution Outcomes
Output, Process
Review Specialist
Information 
Implement Resolution Outcomes
Output, Process
Review Specialist
Prepare and Attend an Alternative Dispute 
Process
Review Specialist
Resolution (ADR)
Prepare and Attend Case Conference (CC)
Output, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Output, Process
Review Specialist
Official 
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
Conduct Initial Customer Contact
Output, Process
Review Specialist
the 
Conduct Initial Customer Contact
Output, Process
Review Specialist
Create Bulk Print and Send CIT Task
Process
Review Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Implement Resolution Outcomes
Input, Process
Review Specialist
Prepare and Attend Case Conference (CC)
Input, Process
Review Specialist
under 
Prepare and Attend Case Conference (CC)
Input, Process
Review Specialist
RACI
RESPONSIBLE
Roles that perform process activities
Review Specialist
Systems that perform process activities
Released 
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Lead an Internal Resolution Consultation (IRC)
Uncontrolled Copy Only : Version 5.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:17 PM
Page 4 of 5

---

Process 
Expert
CONSULTED
Those whose opinions are sought
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Process
Owner
Expert
Process Group
Conduct Initial Customer Contact
Manage Customer Reviews
Create Bulk Print and Send CIT Task
Manage Customer Reviews
1982
Implement Resolution Outcomes
Manage Customer Reviews
Prepare and Attend an Alternative Dispute 
Manage Customer Reviews
Resolution (ADR)
Prepare and Attend Case Conference 
Manage Customer Reviews
Act 
(CC)
INFORMED
Those notified of changes
All of the above. These parties are informed via dashboard notifications.
Systems
None Noted
Information 
Lean
None Noted
Process Approval
Date
Approver
Type
Official 
26-12-2019 (GMT)
Process Owner
27-12-2019 (GMT)
Process Expert
05-01-2020 (GMT)
Promaster
the 
Published on 05-01-2020 (GMT) by 
under 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Prepare and Lead an Internal Resolution Consultation (IRC)
Uncontrolled Copy Only : Version 5.0 : Last Edited Sunday, January 5, 2020 6:48 PM : Printed Monday, March 2, 2020 10:17 PM
Page 5 of 5

---

V.1 Published 21 June 2019 
Promapp 
Prepare and Lead an Internal Resolution Consultation (IRC) 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
o  Highlight Changes 
  Compare to Current Published Version 
1982
o  Export 
  Export Procedure Text 
•  Map 
Act 
•  Procedure  
Summary 
Show details 
•  Process Title 
Prepare and Lead an Internal Resolution Consultation (IRC) 
•  Reference no. 
Information 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
 
Official 
•  Process Owner  
the 
 
•  DisplayType  
•  Objective  
The objective of this process is to use information and advice from relevant internal experts in an attempt to seek 
under 
a resolution for the customer/representative. It wil  involve explaining the decision and the reasons for the 
decision with the customer/representative and provides them with an opportunity to hear from relevant internal 
experts.  
•  Background  
The Internal Resolution Consultation is used to bring relevant parties together with the client to help clarify 
customer/representative understanding of a decision. The IRC is often used when a decision is robust, but not 
understood by the customer/representative. New information may be raised at this meeting by the 
customer/representative. 
Released 
Objective 
The objective of this process is to use information and advice from relevant internal experts in an attempt to seek 
a resolution for the customer/representative. It wil  involve explaining the decision and the reasons for the 

---

decision with the customer/representative and provides them with an opportunity to hear from relevant internal 
experts.  
Background 
The Internal Resolution Consultation is used to bring relevant parties together with the client to help clarify 
customer/representative understanding of a decision. The IRC is often used when a decision is robust, but not 
understood by the customer/representative. New information may be raised at this meeting by the 
customer/representative. 
Procedure 
1982
Hide details 
PROCESS  
Conduct Initial Customer Contact 
Act 
•  Review Specialist 
Show / Hide details 
1.0 
Prepare for the Internal Resolution Consultation meeting  
•  Review Specialist 
 
a  
Information 
Identify the customer/representative's point/s of contention or grievance with the ACC decision. 
 
b 
Gather documents or other evidence to support a discussion of the point/s of contention or grievance. 
 
c  
Re-evaluate potential resolution options as an outcome of the IRC  
SHOW DETAILS NOTE  
Official 
What potential options are available if the original decision was or appears correct? 
SHOW DETAILS NOTE  
What potential options are available if the original decision was or appears incorrect? 
Show / Hide details 
the 
2.0 
Identify Stakeholders to invite to the IRC 
•  Review Specialist 
under 
 
a  
Identify all relevant stakeholders who may be able to provide insight or technical advice on the decision at the 
IRC.  
SHOW DETAILS NOTE  
Who could be relevant stakeholders? 
[Document removed] 
 
b 
Contact the potential stakeholder to determine attendance. 
SHOW DETAILS NOTE  
Released 
What if Levy Classification need to attend the IRC? 
Show / Hide details 
3.0 
Schedule the Internal Resolution Consultation Meeting  

---

•  Review Specialist 
 
a  
In Outlook, set up a teleconference by sending a meeting appointment to the customer/representative and 
identified relevant stakeholders.  
SHOW DETAILS NOTE  
What should be in the body of outlook meeting appointment? 
Outlook 
Show / Hide details 
4.0 
1982
Facilitate the Internal Resolution Consultation meeting  
•  Review Specialist 
Act  
a  
Using Skype for Business, dial all parties into the meeting. Dial internal parties first and the 
customer/representative last. 
SHOW DETAILS NOTE  
What if one or more parties cannot be reached? 
 
b 
Introduce all the participants to each other and explain the purpose of the internal resolution consultation. 
 
c  
Information 
Facilitate the meeting ultimately steering/directing the conversation towards a resolution, or a clearly agreed 
outcome. 
SkypeforBusiness 
Show / Hide details 
5.0 
Action the IRC outcome 
Official 
•  Review Specialist 
 
a  
the 
Using the IRC contact tool, enter the outcome agreement. The tool can be found here: W:\Public\Resolution 
Services Folder\8. Hub Folders\Templates and tools 
• If the review is about a decision on a claim copy and paste the information generated by the 'IRC contact 
calculator' into an Eos contact. 
• If the review is about a levy decision copy the IRC contact tool information into an interaction in Juno_CRM.  
SHOW DETAILS NOTE  
under 
What type of contact should be added in Eos? 
 
b 
Action the IRC outcome agreed during the consultation. 
SHOW DETAILS NOTE  
What if no resolution was reached? 
SHOW DETAILS NOTE  
What if the agreed actions wil  take the review past 55 days from the lodgement date? 
SHOW DETAILS NOTE  
What if there was a successful resolution agreement, an agreement to withdraw the review, or overturn an 
incorrect decision? 
Eos Juno_CRM 
Released 
PROCESS  
Prepare and Attend an Alternative Dispute Resolution (ADR) 
•  Review Specialist 

---

PROCESS  
Prepare and Attend Case Conference (CC) 
•  Review Specialist 
PROCESS  
Fulfil Resolution Obligations 
•  Review Specialist 
1982
 
Triggers & Inputs 
Act 
Show / hide details 
Triggers 
Starts 
Frequency  Volume 
Initial contact has been made with the customer or representative 
Daily 
5 
and agreement has been reached to engage in an internal resolution 
consultation.  
Inputs 
Information 
Input 
From Process 
How Used 
Agreement with the 
Resolutions Services 
Agreement that IRC 
customer/representative to attend an 
Initial Client contact 
will take place. 
IRC 
Official 
Outputs & Targets 
the 
Show / hide details 
Outputs 
Output 
To Process 
How Used 
Resolution agreement 
Fulfil Resolutions Obligations 
Resolution is agreed and 
under 
needs to be fulfilled 
Decision to proceed to a  Prepare for and attend Resolution  IRC concluded and next 
case conference 
Services Case Conference 
step is a case conference 
Performance Targets 
None noted 
RACI 
Released 
Show / hide details 
Responsible 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

• 
 [System Stakeholders] 
•  Promapp Promaster [System Stakeholders] 
Risk and Compliance 
Show / hide details 
None noted 
 
 
1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Receive, Log and Allocate Review Application v17.0
Summary
Objective
To record and acknowledge the receipt of the review application to the applicant, acknowledge the receipt of the review application 
and to allocate it to a Review Specialist so that the ACC decision can be reviewed.
Background
Customers or their representatives can seek an independent review of a decision ACC has made. The review application must be in 
writing and received within 3 months of the decision.
Owner
1982
Expert
Procedure
1.0 Send review application to Resolution Services
Act 
Case Coordinator, Case Manager, Case Manager Complex, Case Officer, Levy Classification Advisor, Levy Classification 
Officer
a Forward the application for review to [email address] within 24 hours of receipt.
NOTE What constitutes a review application?
A application for review must be:
1) in writing (e.g. via letter, email, e-text or ACC33)
2) identify the decision or decisions in respect of which it is made (e.g. by stating the date or subject)
If there is uncertainty as to what the client is reviewing (or whether it is in fact a valid review application) it is important 
to clarify with the client/advocate in the first instance (and confirm the decision they are challenging) - and then for-
ward it to [email address] inbox . This will mitigate the risk of the review becoming deemed.
Information 
2.0 Check the Review Application
Resolution Coordinator
a Open the accreviewapplication.co.nz inbox and review each unread email to determine if a new review application has been 
received.
NOTE What if the email is not an application review for review?
• If the email has information about an existing review, forward the email to the allocated Resolution Specialist.
Official 
— If the email relates to a decision about claim, file it in Eos, and send to the Decision Maker for action and copy in 
the Decision Maker's Team Manager to ensure the correspondence is addressed.
— If the email relates to a decision about a levy, in Juno_CRM, create an interaction on the customer's account and 
the 
attach the email to the interaction.
• If the email is from an Accredited Employer (AEP) or Third Party Administrator (TPA) acknowledging the receipt of a 
review application then file the email into the AEP/TPA folder in Outlook, and file away in Eos.
• If the email is about a complaint, then forward the email to [email address].
NOTE What if it is review that needs to be reopened as a result of a settled appeal or court decision?
under 
The original review will be closed so a new review cog needs to be generated in Eos. There will be no new 'review 
application' per se, so the original review application will be need to be used as the ACC33 to 're-log' it. There should 
be the ‘settlement’ letter from Legal Services to the client, and the client’s acceptance of the settlement, and preferably 
the District Court confirmation that the appeal has been withdrawn.
b Ensure the information in the review application is legible and complete.
NOTE What if there is an issue with the application?
If the review application form is:
• Illegible: return the application to the sender with a note highlighting which part cannot be read.
Released 
• Unsigned: Carry on with the process. Unsigned application are acceptable.
• Unclear on what decision the client wants to review (eg the dates to not match): Proceed to lodge the application and 
note on the task for the RS to follow up with the client requesting clarification.
• Unclear that the customer wants to apply for a review: Contact the customer and clarify their intention. If they do not 
want a formal review, contact the decision maker so they can work on the applicant’s request. If the applicant cannot 
be contacted, or does not respond to a request for further information within 24 hours continue with this process.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Receive, Log and Allocate Review Application
Uncontrolled Copy Only : Version 17.0 : Last Edited Sunday, February 23, 2020 9:12 PM : Printed Monday, March 2, 2020 10:18 PM
Page 2 of 7

---

NOTE What if the customer/representative is submitting an application which they had previously withdrawn?
Refer to Managing Withdrawn and hen Re-submitted Review Applications Policy.
Managing Withdrawn and then Re-submitted Review Applications Policy
c Establish who submitted the review application to understand how to proceed as some applications cannot be considered.
NOTE What types of applications cannot be considered?
• Review applications from employers about work related personal injury entitlements cannot be considered.
• Review applications received from registered health professionals about a patient's cover and/or support cannot be 
considered. In these cases, do not decline the application, lodge the review and instruct the allocated review specialist 
to contact the client directly to ask whether it was their intention to go down the review channel and that they authorise 
the provider to lodge the review on their behalf.
d Ensure that the claim or ACC number is correct.
NOTE What if the claim or ACC number is incorrect?
1982
• If the application requires a claim number, in Eos search for the client through the party record. If this is unsuc-
cessful, contact the client or client’s representative and ask them to provide the correct number.
• If the application requires an account number, in Juno_PolicyCenter search for the business customer.
e Determine whether application is for a claim with an active Accredited Employer (AEP) or Third Party Administrator (TPA).
Act 
NOTE What if the application is for a claim with an active AEP or TPA?
Then forward the review application to the correct AEP or TPA and request they acknowledge that they have received 
the application. Generate a general task on the relevant claim as a reminder to await an acknowledgement from the 
AE and follow up at two day intervals. This process ends.
f Ensure there is a current Authority to Act (ATA) on the claim or account if required.
NOTE What if there is no current ATA?
• If the review is a decision about a claim then send the customer/representative the ACC5937 to complete and re-
quest it is returned to [email address].
• If the review is about a levy decision then send the customer/representative the ACC1766 to complete and request it 
is returned to [email address].
ACC5937 Authority to act - Client
Information 
ACC1766 Giving Access Levy Information
g Ensure there is only one decision per review application.
NOTE What if there is a levy decision which covers multiple years?
Log the application. Only one application is required in this circumstance.
NOTE What if there are multiple decisions contained within one decision letter?
Log each decision as a separate review. Official 
The exception to this however is where ACC has issued a decision declining cover AND surgery. In these cases one 
review is logged for the cover decision and the Review Specialist must explain to the client that if cover is overturned 
then ACC will revisit the application for surgery.
the 
NOTE What if the decision letter has only one decision, but the review application seeks two different outcomes?
Proceed to lodge the application and note on the task for the RS to follow up with the client requesting clarification on 
whether a second review is required.
h Ensure any documents supporting the review application are for the customer’s review.
NOTE What if the supporting documents are not for the customer’s review?
Contact the external party who sent the application immediately, let them know their error, and destroy the information.
under 
i Ensure the application is not a duplicate of another review application.
NOTE What if the application is a duplicate?
• If the application relates to a claim, locate the claim in Eos, and upload the application and update the description to 
say ‘duplicate review application’. If the review application has any differences to the initial application - send a gen-
eral task to the RS to draw their attention to the newly submitted application that you consider a duplicate.
• If the application is for a business customer, in Juno_CRM, upload the application and create a new interaction to 
say ‘duplicate review application’.
j Ensure that the Care Indicator has been updated within the previous four months if required.
Released 
NOTE What if the Care Indicator has not been updated in the previous four months?
Contact the decision maker (DM) and their Team Manager (TM) using the Client Care Indicator Template to update the 
Care Indicator.
Email Template - update Client Care Indicator
Care indicated clients
k Add a colour category or tick to the email once it has been actioned.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Receive, Log and Allocate Review Application
Uncontrolled Copy Only : Version 17.0 : Last Edited Sunday, February 23, 2020 9:12 PM : Printed Monday, March 2, 2020 10:18 PM
Page 3 of 7

---

3.0 Log review application - decision on a claim
Resolution Coordinator
a In Eos, start the [Review Process] workflow through the [PRC REV: Receive & Log Review] task.
NOTE What information needs to be included?
• lodgement date (date ACC received the application)
• name of applicant
• decision category (in the decision letter)
• code description
• disputed decision date
• business unit responsible or where the decision was made.
Create PRC REV task
b Close the task after the above information has been populated to generate the next task in the COG.
c Upload the review application, Authority to Act (if applicable) and any other supporting documentation and use the correct 
naming conventions.
1982
Act 
Naming Conventions.JPG
Information 
NOTE What needs to happen to the documents so that they can be uploaded correctly?
• If an application form (ACC33) was received by email, convert the email message to a PDF file, and attach this to the 
front of the application. This will be the official date stamp.
• If an application was received by post and has no date stamp, use the Adobe Pro watermark feature to add a water-
mark.
• If an ATA is attached and combined with a review application these will need to be uploaded separately.
Use Adobe Pro to add a Watermark
Official 
Convert to PDF, combine, split, and email to Eos
d Update any relevant customer and/or advocate information.
NOTE What information needs to be added?
the 
If an ATA is included with the application, add an advocate/representative as a participant to the claim.
If an email address was included with the application, ensure this is correctly recorded at the party record.
Go to step 4.0
Manage Participants (Eos Online Help)
under 
3.1 Log review application - levy decision
Resolution Coordinator
a In the Levy Spreadsheet, \\ACCfiles\Data\Public\Resolution Services Folder\8. Hub Folders\8.3 Wellington\Levy Review 
Spreadsheet, start the Review Process workflow.
NOTE What information needs to be included?
• Review Specialist name
• ACC number
• Review number
• Review issue
• Date of ACC decision
Released 
• Date review application received
b In the I:Drive, set up the customer folder in \\ACCfiles\Data\Public\Resolution Services Folder\8. Hub Folders\8.3 Wellington
\Levy Reviews
NOTE What should be stored in the folder?
• The type of application i.e. Classification Units, CPX. Multiple CU.
• A sub folder with the Review number, Customer name, ACC number
• The application for review
c In Juno_CRM, add a flag to the customer's account. The comment in the flag is 'active review'.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Receive, Log and Allocate Review Application
Uncontrolled Copy Only : Version 17.0 : Last Edited Sunday, February 23, 2020 9:12 PM : Printed Monday, March 2, 2020 10:18 PM
Page 4 of 7

---

Create a Flag
d In Juno_CRM, create an interaction and upload the application, ACC1766 Giving access to your ACC Information (if appli-
cable), and any other supporting documentation.
3.2 Log review application - vehicle registration decision
Resolution Coordinator
a In the Levy Spreadsheet, start the Review Process workflow.
NOTE What information needs to be included?
• Review Specialist name
• Vehicle registration number
• Review number
• Review issue
• Date of the decision
1982
• Date review application received
b In the I:Drive, set up the customer folder in \\ACCfiles\Data\Public\Resolution Services Folder\8. Hub Folders\8.3 Wellington
\Levy Reviews
NOTE What should be stored in the folder?
Act 
• The type of application i.e. vehicle registration decision.
• A sub folder with the Review number, Customer name, Vehicle registration number.
• The application for review and a copy of the letter from the NZTA.
4.0 Acknowledge the Review Application
Resolution Coordinator
a Check that the application has been received within the three-month timeframe.
NOTE What if the application was received outside the three-month timeframe?
Send the Acknowledgement of a review application letter (REV18) to the applicant and select the option that explains 
that a review specialist will be in contact to discuss the reasons the review application was late.
Information 
NOTE What if it is not clear that the review was lodged within the three-month timeframe?
• Allocate the review application to the selected Review Specialist and notify them in the allocation task that is has not 
been established whether the application is late.
• Also advise the Review Specialist that they will need to update and send the Acknowledgement of a review appli-
cation letter (REV18) once they have established if the application is late or not.
b Generate the REV18 Acknowledgement of a review application letter to the applicant, and if in Eos leave the document as 
incomplete.
Official 
REV18 Acknowledge Review
NOTE What if the review is reopened review as a result of a settled appeal or court decision?
Tailor the Rev18 'Acknowledge of review application' to state something similar to:
"Further to the settlement agreement of XX date - we have now reopened the review and allocated the following 
the 
review number: "
c Check to see whether there is an interested party to the review.
NOTE Who are interested parties?
• Employers are interested parties where the client (employee) has put in a review to challenge the decline of cover for 
a work related PICBA and WRGPDI.
• Clients are interested parties where the employer has lodged a work injury dispute review.
under 
NOTE What if there is an interested party?
Generate REV021 Acknowledgement to Interested Party to notify the interested party of the application.
REV21 Acknowledge review to interested party
5.0 Check for Privacy Act request
Resolution Coordinator
a Read through the information submitted and identify whether the client has requested a full copy file.
b In Eos, complete a 'Complete Request for Copy of Clients Information' task if a full copy file was requested.
Released 
NOTE What should be recorded on the 'Complete Request for Copy of Clients Information' task?
Record 'Privacy Act Request received via (email/ACC33/client letter) on (insert date).
6.0 Allocate the Review Application to a Review Specialist
Resolution Coordinator
a In the Resolution Coordinator Calculator tool, enter details.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Receive, Log and Allocate Review Application
Uncontrolled Copy Only : Version 17.0 : Last Edited Sunday, February 23, 2020 9:12 PM : Printed Monday, March 2, 2020 10:18 PM
Page 5 of 7

---

NOTE What details should be entered?
• Customer Name
•The review number that has been generated from Eos, or the Levy Spreadsheet
•The date the review was received
•Whether this is a privacy act request
•Whether the review was lodged outside the three-month time frame
•Whether the customer has a representative/advocate and a current Authority to Act on file (or is being requested)
•Any interested parties – such as an employer
b Copy the information generated in the calculator tool and paste into the PRC REV: Complete Admin Review task if the review 
is about a decision on a claim in Eos.
NOTE What if the review is about a levy decision?
Copy the information generated in the calculator tool and paste into an email, along with the review application email 
and supporting documents and send to the allocated Review Specialist.
The process ends.
1982
c Mark the task as a high priority, change the target date of the task to ‘todays date’ and transfer to the Minto Fung's work queue 
who will allocate the work out to the Review Specialist.
NOTE What if the review relates to a decision made under the Code of Claimant Rights?
Act 
In these cases the review allocation is sent back to the decision maker in the Customer Resolutions Team.
PROCESS
Complete Background Review
Review Specialist
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Written application for review. A completed ACC33 
Daily
1000+ per year
Information 
form, an email or letter.
INPUTS
Input
From Process
How Used
An application for review
N/A
To begin the review process.
Official 
Outputs & Targets
OUTPUTS
the 
Output
To Process
How Used
The customer/representative has been sent an 
Complete Background Review
To start the review 
acknowledgement letter confirming the receipt of 
process
their review application
The review has been allocated to a Review 
Complete Background Review
To begin the Resolution 
Specialist
Services Background 
under 
Review process
PERFORMANCE TARGETS
None Noted
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Released 
Process Name
Type of Link
Assigned Role
Complete Background Review
Output, Process
Review Specialist
Complete Background Review
Output, Process
Review Specialist
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Receive, Log and Allocate Review Application
Uncontrolled Copy Only : Version 17.0 : Last Edited Sunday, February 23, 2020 9:12 PM : Printed Monday, March 2, 2020 10:18 PM
Page 6 of 7

---

Accept or Decline Late Review Application
Input
-
Close Review
Process
Resolution Coordinator
Complete Background Review
Input, Process
Resolution Coordinator
Complete Background Review
Input, Process
Resolution Coordinator
RACI
RESPONSIBLE
Roles that perform process activities
Case Coordinator, Case Manager, Case Manager Complex, Case Officer, Levy Classification Advisor, Levy Classification Officer, 
Resolution Coordinator, Review Specialist
1982
Systems that perform process activities
None Noted
Act 
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
Process 
Expert
CONSULTED
Those whose opinions are sought
STAKEHOLDERS
None Noted
Information 
STAKEHOLDERS FROM LINKED PROCESSES
Process
Owner
Expert
Process Group
Close Review
Manage Customer Reviews
Complete Background Review
Manage Customer Reviews
Official 
INFORMED
Those notified of changes
All of the above, as well as; Promapp Promaster[System Stakeholder], 
System Stakeholder], 
System 
the 
Stakeholder]. These parties are informed via dashboard notifications.
Systems
Eos
under 
Juno_CRM
JunoPolicyCenter
Outlook
Lean
None Noted
Process Approval
Released 
Date
Approver
Type
21-02-2020 (GMT)
Process Owner
21-02-2020 (GMT)
Process Expert
23-02-2020 (GMT)
Promaster
Published on 23-02-2020 (GMT) by 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Receive, Log and Allocate Review Application
Uncontrolled Copy Only : Version 17.0 : Last Edited Sunday, February 23, 2020 9:12 PM : Printed Monday, March 2, 2020 10:18 PM
Page 7 of 7

---

V.1 Published 21 June 2019 
Summary 
Show details 
•  Process Title 
Log, Acknowledge and Al ocate Review Application 
1982
•  Reference no. 
•  Process Group 
Manage Customer Reviews 
Act 
•  Process Expert 
 
•  Process Owner  
 
•  DisplayType  
•  Objective  
Information 
The objective of this process is to record and acknowledge the receipt of the review application to the applicant, 
acknowledge the receipt of the review application and to allocate it to a Review Specialist so that the ACC 
decision can be reviewed. 
•  Background  
Official 
Customers or their representatives can seek an independent review of a decision ACC has made. The review 
application must be in writing and received within 3 months of the decision. 
Objective 
the 
The objective of this process is to record and acknowledge the receipt of the review application to the applicant, 
acknowledge the receipt of the review application and to allocate it to a Review Specialist so that the ACC 
decision can be reviewed. 
Background under 
Customers or their representatives can seek an independent review of a decision ACC has made. The review 
application must be in writing and received within 3 months of the decision. 
Procedure 
Hide details 
Show / Hide details 
1.0 
Screen the Resolution Services Inboxes  
Released 
•  Resolution Coordinator 
 
a  
In Outlook, open the [email address] cabinet drawer.  

---

 
b 
Using the search function, find all emails relating to the review application 
SHOW DETAILS NOTE  
What happens if there are other emails relating to the same review application? 
 
c  
File the email/s and attachments in Eos or Juno_CRM as appropriate from oldest to most recent. 
SHOW DETAILS NOTE  
What if the email has a review decision attached? 
Close Review SHOW DETAILS NOTE 
What if the email has a deemed review decision attached? 
1982
 
d 
Forward a copy of the email/s and attachments to the al ocated Resolution Specialist. 
 
Act 
e  
Move the actioned email/s into the Archive folder. 
 
f  
In Outlook, open the ACCreviewapplication.co.nz inbox and review each unread email to determine if a new 
review application has been received. Proceed to step 2.0 Check the Review Application for any new review 
applications. 
SHOW DETAILS NOTE  
What if the email is not an application review for review? 
Eos,Juno CRM,interaction interaction.AEP)AEP/Outlook.Eos Juno_CRM Outlook 
Show / Hide details 
2.0 
Information 
Check the Review Application 
•  Resolution Coordinator 
 
a  
Ensure the information in the review application is legible and complete. 
Official 
SHOW DETAILS NOTE  
What if the review application form is illegible? 
SHOW DETAILS NOTE  
What if the review application is unsigned? 
the 
SHOW DETAILS NOTE  
What if the decision date in the application does not match the decision date in Eos or Juno? 
SHOW DETAILS NOTE  
What if it is unclear that the customer wants to apply for a review? 
SHOW DETAILS NOTE  
What if the customer/representative is submitting an application which they had previously withdrawn? 
Policy 
under 
Managing Withdrawn and then Re-submit ed Review Applications Policy 
 
b 
Establish who submit ed the review application to understand how to proceed. Some applications cannot be 
considered and should be declined without further consideration.  
SHOW DETAILS NOTE  
Which review applications should be declined without further consideration? 
 
c  
Ensure that the claim or ACC number is correct. 
SHOW DETAILS NOTE  
Released 
What if the claim or ACC number is incorrect? 
Eos Juno_PolicyCenter 
 
d 

---

Determine whether application is for a claim with an active Accredited Employer (AEP) or Third Party 
Administrator (TPA). 
SHOW DETAILS NOTE  
What if the application is for a claim with an active AEP or TPA? 
AEP 
 
e  
If required, ensure there is a current Authority to Act (ATA) on the claim or account. 
SHOW DETAILS NOTE  
What if there is no current ATA? 
FLIS 
ACC5937 Authority to act - Client 
1982
FLIS 
ACC1766 Giving Access Levy Information 
 
f  
Act 
Ensure there is only one decision per review application. 
SHOW DETAILS NOTE  
What if there is a levy decision which covers multiple years? 
SHOW DETAILS NOTE  
What if there are multiple decisions contained within one decision letter? 
SHOW DETAILS NOTE  
What if the decision letter ACC has sent has only one decision, but the review application seeks two different 
outcomes? 
Eos,
 
g 
Ensure any documents supporting the review application are for the customer’s review  
SHOW DETAILS NOTE  
Information 
What if the supporting documents are not for the customer’s review? 
 
h 
Ensure the application is not a duplicate of another review application. 
SHOW DETAILS NOTE  
What if the application is a duplicate? 
Eos,Juno_CRM,interaction 
 
Official 
i  
If required, ensure that the Care Indicator has been updated within the previous four months. 
SHOW DETAILS NOTE  
What if the Care Indicator has NOT been updated in the previous four months? 
the 
TM)Information 
Email Template - update Client Care Indicator 
Policy 
Care indicated clients 
 
j  
Add a colour category or tick to the email once it has been actioned 
under 
• Tick the email if is has been actioned 
• Colour the email purple if it has been screened 
• Colour the email red if the claim number has another review or the application is waiting on further information 
• Colour the email turquoise if there is an alert on file 
• Colour the email green if it is awaiting information 
• Colour the email yellow if there are multiple emails 
• Colour the email light blue if it is not to be allocated  
 
k  
If the review application is about the code of claimant rights send the request through to Customer Resolutions 
Released 
email address: [email address]. The process ends here. 
Eos Juno CRM JunoPolicyCenter 
Show / Hide details 
3.0 
Log the Review Application  

---

•  Resolution Coordinator 
Show / Hide details 
3.1 
If the review application is about a decision on a claim 
•  Resolution Coordinator 
  1982
a  
In Eos, start the Review Process workflow through the PRC REV: Receive & Log Review Task 
SHOW DETAILS NOTE  
What information needs to be included? 
System Steps 
Act 
Create PRC REV task 
 
b 
In Eos, close the task after the above information has been populated. This wil  generate the next task in the 
COG.  
 
• 
Open 
Information 
c  
In Eos, upload the review application, Authority to Act (if applicable) and any other supporting documentation. 
Use the correct naming conventions. 
SHOW DETAILS NOTE  
What are the correct naming conventions? 
SHOW DETAILS NOTE  
What needs to happen to the documents so that they can be uploaded correctly? 
Official 
ATA Information 
Use Adobe Pro to add a Watermark 
Information 
Convert to PDF, combine, split, and email to Eos 
the 
 
d 
In Eos, update any relevant customer and/or advocate information. 
SHOW DETAILS NOTE  
What information needs to be added? 
ATA WEB LINK WEB LINK  
Managing Participants 
Eos 
under 
Show / Hide details 
3.2 
If the review application is about a levy decision  
•  Resolution Coordinator 
 
a  
In the Levy Spreadsheet, \ ACCfiles\Data\Public\Resolution Services Folder\8. Hub Folders\8.3 Wellington\Levy 
Released 
Review Spreadsheet, start the Review Process workflow.  
SHOW DETAILS NOTE  
What information needs to be included? 
 
b 

---

In the I:Drive, set up the customer folder. \\ACCfiles\Data\Public\Resolution Services Folder\8. Hub Folders\8.3 
Wellington\Levy Reviews  
SHOW DETAILS NOTE  
What should be stored in the folder? 
CPX.CU.
 
c  
In Juno_CRM, add a flag to the customer's account. The comment in the flag is "active review".  
System Steps 
Create a Flag 
 
d
1982
 
In Juno_CRM create an interaction and upload the application, ACC1766 Giving access to your ACC Information 
(if applicable), and any other supporting documentation.  
Juno CRM 
Show / Hide details 
Act 
3.3 
If the review application is about a vehicle registration decision  
•  Resolution Coordinator 
 
a  
In the Levy Spreadsheet, start the Review Process workflow.  
SHOW DETAILS NOTE  
What information needs to be included? 
 
Information 
b 
In the I:Drive, set up the customer folder. \\ACCfiles\Data\Public\Resolution Services Folder\8. Hub Folders\8.3 
Wellington\Levy Reviews  
SHOW DETAILS NOTE  
What should be stored in the folder? 
Show / Hide details 
4.0 
Acknowledge the Review Application  
Official 
•  Resolution Coordinator  the 
 
a  
Check that the application has been received within the three-month timeframe. 
SHOW DETAILS NOTE  
What if the application was received outside the three-month timeframe? 
SHOW DETAILS NOTE  
under 
What if it is not clear that the review was lodged within the three-month timeframe? 
 
b 
Generate the REV18 Acknowledgement of a review application letter to the applicant. If working in Eos, leave the 
REV18 as incomplete.  
SHOW DETAILS NOTE  
What if there is an interested party? 
SHOW DETAILS NOTE  
Who are interested parties? 
Eos 
Show / Hide details 
Released 
5.0 
Allocate the Review Application to a Review Specialist 
•  Resolution Coordinator 

---

 
a  
Using the Resolution Coordinator Calculator tool, enter the fol owing details: 
• Customer Name 
•The review number that has been generated from Eos, or the Levy Spreadsheet 
•The date the review was received 
•Whether this is a privacy act request 
•Whether the review was lodged outside the three-month time frame 
•Whether the customer has a representative/advocate and a current Authority to Act on file (or is being 
requested) 
•Any interested parties – such as an employer 
1982
 
b 
In the review allocations spreadsheet complete the review details to establish the allocated review specialist.  
 
Act 
c  
If the review is about a decision on a claim, in Eos, copy the information generated in the calculator tool and 
paste into the PRC REV: Complete Admin Review task. 
 
d 
Mark the task as a high priority, change the target date of the task to ‘todays date’ and transfer to the al ocated 
review specialist. 
 
e  
If the review is about a levy decision, copy the information generated in the calculator tool and paste into an 
email, along with the review application email and supporting documents and send to the allocated review 
specialist. 
Information   
f  
The process ends here. 
Eos 
PROCESS  
Complete Background Review 
•  Review Specialist  Official 
 
Triggers & Inputs 
the 
Show / hide details 
Triggers 
Starts 
Frequency  Volume 
under 
Written application for review. A completed ACC33 form, an  Daily 
1000+ per 
email or letter. 
year 
Inputs 
Input 
From Process 
How Used 
An application for review 
N/A 
To begin the review process. 
Released 
Outputs & Targets 
Show / hide details 

---

Outputs 
Output 
To Process 
How Used 
The customer/reprepsentative has been sent 
Resolution 
To start the review 
an acknowledgement letter confirming the 
Services 
process 
receipt of their review application 
Background 
Review 
1982
The review has been allocated to a Review 
Resolution 
To begin the 
Specialist 
Services 
Resolution Services 
Background 
Background Review 
Act 
Review 
process 
Performance Targets 
None noted 
RACI 
Show / hide details 
Responsible 
ROLES AND SYSTEMS THAT PERFORM PROCESS ACTIVITIES 
Information 
•  Roles 
o  Resolution Coordinator 
o  Review Specialist 
•  Systems 
None noted 
Accountable 
Official 
FOR ENSURING THAT PROCESS IS EFFECTIVE AND IMPROVING 
•  Process Owner 
o
the 
 
 
•  Process Expert 
o 
 
•  Risk Managers 
None noted 
under 
•  Approvers 
None noted 
•  Publishers 
None noted 
Consulted 
THOSE WHOSE OPINIONS ARE SOUGHT 
Released 
Stakeholders 
None noted 
Stakeholders from Linked Processes 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

Refer to Legal Services for external counsel  v6.0
Summary
Objective
This process will guide a Review Specialist on when and how to engage in Legal Representation as part of the review process.
Background
.
Owner
Expert
1982
Procedure
PROCESS
Complete Background Review
Review Specialist
Act 
1.0 Consider Legal Services Representation
Review Specialist
a Check if the review should be referred to Legal Services.
NOTE What decisions should be referred to Legal Services?
• TI: Ordinary Consequence
• TI: Injury arising from childbirth
• TI: Failed tubal ligation (resulting in pregnancy)
• TI: Mesh claim
• Complex back dated attendant care reviews (where the value in dispute is significant)
• Complex back dated WC (where TAS has been involved)
Information 
• Complex interest payable on back dated WC (where the value in dispute is significant)
• Complex VI reviews (where the time since the decision being issued is lengthy eg 3 + years since the VI decision 
was issued and ACC has accepted a late lodged)
• Complex Levy review (where the amount in dispute is significant)
• Late lodged complex head injury/mental injury cover
• 1982 Act reviews should be screened
• Work-Related Mental Injuries should be screened
• Where the client has been disentitled due to criminal activity
Official 
• Where the customer has an active appeal in progress
2.0 Refer to Legal Services
the 
Review Specialist
a Create a bulk print selecting those documents in which Legal Services require to provide informed advice or appoint external 
counsel.
b Complete the referral template, attach the above selected documents and send to [email address]
Legal Services Referral Template.docx
NOTE What is the timeframe to refer to Legal Services?
under 
A referral should be sent within 7 days of receiving the review application. If it is not clear within 7 days that Legal Ser-
vices should be engaged (eg the case does not fall into one of the above categories), then a referral should be made 
within 14 days.
Legal Service will advise within 7 days who will be assigned to the case.
c Go to 'Create Bulk Print and Sent CIT task' process to arrange the preparation of the file for Legal Services.
3.0 Book Case Conference
Review Specialist
Released 
a Coordinate with the assigned External Counsel (once appointed) and the client to schedule a case conference time.
NOTE What timeframe should a Case Conference be booked within?
The Review Specialist should allow a generous amount of time between the scheduling of the case conference and 
the holding off the case conference. (eg If scheduled on day 20 - book the case conference towards Day 70). This will 
allow external counsel a sufficient period of time to familiarise themselves with the review matter.
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Refer to Legal Services for external counsel
Uncontrolled Copy Only : Version 6.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 10:19 PM
Page 2 of 4

---

NOTE Who should attend the Case Conference?
The Review Specialist should attend the Case Conference alongside the appointed Legal Counsel. The Review Spe-
cialist will attend as the ACC representative who will maintain the overall management of the review process (eg 
updating the Eos cog etc). It could also present valuable development for the Review Specialist.
b Add the appointed External Legal Counsel as a 'non contracted vendor' to Eos as a participant.
c Complete the ACC6239 (Appoint Reviewer) and leave on Eos as 'incomplete',
d Arrange the dispatch of the file to the nominated provider, the client (if they haven't already received a copy) and the selected 
EC.
PROCESS
Create Bulk Print and Send CIT Task
Review Specialist
1982
PROCESS
Prepare and Attend Case Conference (CC)
Review Specialist
Act 
4.0 Manage ongoing correspondence
Review Specialist
a Remain involved to fulfil requests from Legal Counsel (eg seeking further internal information), and arranging the payment of
Legal Counsel costs.
NOTE Who will write the submissions for hearing?
The appointed Legal Counsel will supply written submissions and represent ACC at the review hearing.
Triggers & Inputs
TRIGGERS
Starts
Frequency
Volume
Information 
Clients review needs to be referred to Legal Ser-
Ad hoc
Varies
vices
INPUTS
None Noted
Official 
Outputs & Targets
OUTPUTS
the 
None Noted
PERFORMANCE TARGETS
None Noted
under 
Process Dependencies
PROCESS LINKS FROM THIS PROCESS
Process Name
Type of Link
Assigned Role
Complete Background Review
Process
Review Specialist
Create Bulk Print and Send CIT Task
Process
Review Specialist
Prepare and Attend Case Conference (CC)
Process
Review Specialist
Released 
PROCESS LINKS TO THIS PROCESS
Process Name
Type of Link
Assigned Role
Complete Background Review
Process
Review Specialist
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Refer to Legal Services for external counsel
Uncontrolled Copy Only : Version 6.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 10:19 PM
Page 3 of 4

---

RACI
RESPONSIBLE
Roles that perform process activities
Review Specialist
Systems that perform process activities
None Noted
ACCOUNTABLE
For ensuring that process is effective and improving
Process 
Owner
1982
Process 
Expert
Act 
CONSULTED
Those whose opinions are sought
STAKEHOLDERS
None Noted
STAKEHOLDERS FROM LINKED PROCESSES
Process
Owner
Expert
Process Group
Complete Background Review
Manage Customer Reviews
Create Bulk Print and Send CIT Task
Manage Customer Reviews
Prepare and Attend Case Conference 
Manage Customer Reviews
Information 
(CC)
INFORMED
Those notified of changes
All of the above. These parties are informed via dashboard notifications.
Official 
Systems
None Noted
the 
Lean
None Noted
Process Approval
under 
Date
Approver
Type
19-12-2019 (GMT)
Process Expert
19-12-2019 (GMT)
Process Owner
19-12-2019 (GMT)
Promaster
Published on 19-12-2019 (GMT) by 
Released 
ACC > Customer Insights and Comms > Manage Customer Reviews and Disputes > Manage Customer Reviews  > Refer to Legal Services for external counsel
Uncontrolled Copy Only : Version 6.0 : Last Edited Thursday, December 19, 2019 4:08 AM : Printed Monday, March 2, 2020 10:19 PM
Page 4 of 4

---

V.1 Published 21 September 2019 
 
Promapp 
Refer to Legal Services for external counsel 
Historical v1.0 
•  Give Feedback 
• 
TOOLS  
1982
o  Highlight Changes 
  Compare to Current Published Version 
o  Export 
  Export Procedure Text 
Act 
•  Map 
•  Procedure  
Summary 
Show details 
•  Process Title 
Refer to Legal Services for external counsel 
Information 
•  Reference no. 
•  Process Group 
Manage Customer Reviews 
•  Process Expert 
Official 
 
the 
•  Process Owner  
 
•  DisplayType  
•  Objective  
under 
This process wil  guide a Review Specialist on when and how to engage in Legal Representation as part of the 
review process. 
•  Background  
. 
Objective 
Released 
This process wil  guide a Review Specialist on when and how to engage in Legal Representation as part of the 
review process. 
Background 
. 

---

Procedure 
Hide details 
PROCESS  
Complete Background Review 
•  UNASSIGNED 
Show / Hide details 
1.0 
1982
Consider Legal Services Representation 
•  Review Specialist 
Act  
a  
Check if the review should be referred to Legal Services. 
SHOW DETAILS NOTE  
What decisions should be referred to Legal Services? 
WC TAS WC 
 
b 
Go to Prepare Relevant Documents for Review process 
Show / Hide details 
2.0 
Information 
Refer to Legal Services  
•  Review Specialist 
 
a  
Official 
Complete the referral template, attach the completed background review and send to [email address] 
SHOW DETAILS NOTE  
What is the timeframe to refer to Legal Services? 
Show / Hide details 
3.0
the 
 
Book Case Conference  
•  Review Specialist 
 
under 
a  
Coordinate with the assigned External Counsel (once appointed) and the client to schedule a case conference 
time.  
SHOW DETAILS NOTE  
What timeframe should a Case Conference be booked within? 
SHOW DETAILS NOTE  
Who should attend the Case Conference? 
Eos 
 
b 
Once selected, the Review Specialist completes the ACC6239, and arranges the dispatch of the file to the 
Released 
provider and client.  
Eos 
PROCESS  
Prepare and Attend Case Conference (CC) 

---

•  Review Specialist 
PROCESS  
Create bulk print and send CIT task 
•  Review Specialist 
Show / Hide details 
4.0 
1982
Manage ongoing correspondence 
•  Review Specialist 
Act  
a  
Remain involved to fulfil requests from Legal Counsel (eg seeking further internal information), and arranging the 
payment of Legal Counsel costs. 
SHOW DETAILS NOTE  
Who wil  write the submissions for hearing? 
 
 
PROCESS  
Complete Background Review 
Information 
•  Review Specialist 
Show / Hide details 
1.0 
Consider Legal Services Representation 
•  Review Specialist 
Official 
 
a  
the 
Check if the review should be referred to Legal Services. 
SHOW DETAILS NOTE  
What decisions should be referred to Legal Services? 
Show / Hide details 
2.0 
Refer to Legal Services  
under 
•  Review Specialist 
 
a  
Create a bulk print selecting those documents in which Legal Services require to provide informed advice or 
appoint external counsel.  
 
b 
Complete the referral template, attach the above selected documents and send to [email address]  
Released 
GUIDE 
Legal Services Referral Template.docx (loading...) 
SHOW DETAILS NOTE  
What is the timeframe to refer to Legal Services? 
 
c  

---

Go to 'Create Bulk Print and Sent CIT task' process to arrange the preparation of the file for Legal Services. 
Show / Hide details 
3.0 
Book Case Conference  
•  Review Specialist 
 
a  
Coordinate with the assigned External Counsel (once appointed) and the client to schedule a case conference 
1982
time.  
SHOW DETAILS NOTE  
What timeframe should a Case Conference be booked within? 
SHOW DETAILS NOTE  
Act 
Who should attend the Case Conference? 
Eos 
 
b 
Add the appointed External Legal Counsel as a 'non contracted vendor' to Eos as a participant. 
 
c  
Complete the ACC6239 (Appoint Reviewer) and leave on Eos as 'incomplete', 
 
d 
Arrange the dispatch of the file to the nominated provider, the client (if they haven't already received a copy) and 
the selected EC. 
Eos 
Information 
PROCESS  
Create Bulk Print and Send CIT Task 
•  Review Specialist 
PROCESS  
Official 
Prepare and Attend Case Conference (CC) 
•  Review Specialist 
the 
Show / Hide details 
4.0 
Manage ongoing correspondence 
•  Review Specialist 
under 
 
a  
Remain involved to fulfil requests from Legal Counsel (eg seeking further internal information), and arranging the 
payment of Legal Counsel costs. 
SHOW DETAILS NOTE  
Who wil  write the submissions for hearing? 
Responsible 
Accountable 
Released 
Consulted 
Stakeholders 
Stakeholders from Linked Processes 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---

1982
Act 
Information 
Official 
the 
under 
Released 

---