If you have experienced sexual abuse or assault, ACC’s Sensitive Claims Service can support you with counselling, therapy and assessment through an approved provider. You do not need a physical injury or a Police report. Counsellors New Zealand can help you understand the steps, at a pace that feels safe for you.
You do not need to tell your whole story at your first appointment. This page explains ACC sensitive claims in plain language, including the engagement form, early supports, outcome measures and the operational guidelines. It is general information only, and ACC makes the decision about cover.
How does an ACC Sensitive Claims claim work?
Most people begin by meeting an approved Sensitive Claims provider. They explain how the service works, talk through eligibility and consent, and help you decide what support suits you. ACC then decides whether your claim is covered.
The usual path looks like this. Details can change, so your provider can confirm the current steps with you.
- Meet an approved Sensitive Claims provider and ask any questions you have.
- Talk through eligibility and consent, and complete the Engagement Form together.
- Spend time on early supports, where your provider learns about your needs and prepares a plan.
- ACC considers cover, either through a Cover and Wellbeing Plan or a Specialist Cover Assessment.
- If cover is accepted, ongoing support is planned around your needs and recovery goals.
Who can access ACC Sensitive Claims support?
ACC Sensitive Claims support is available to people who have experienced sexual abuse or assault that is covered under New Zealand’s accident compensation legislation. You do not need a physical injury, and you do not need to have reported what happened to Police.
If the abuse or assault happened outside New Zealand, different eligibility requirements can apply. These can depend on your circumstances and your connection with New Zealand at the time.
You do not need to work this out before reaching out. A provider can help you understand the process, and ACC makes the final decision on eligibility and cover. ACC explains what it covers on its page about support after sexual abuse or assault, and the legal basis is in section 17 of the Accident Compensation Act 2001.
What is the ACC engagement form?
The Engagement Form is completed with your provider at the start of the process. People often search for it by its form number, ACC6300. It records that you have chosen to work with a provider and is part of how ACC sets up your claim.
Your provider should explain what the form says before you sign anything, including what information goes to ACC and why. You can ask them to slow down, explain it another way, or answer questions first.
Form versions can change, so rely on your provider and ACC for the current one rather than a copy you find online.
What is an early supports plan?
Early supports is the stage where your Lead Service Provider gets to know your needs. ACC provides up to 4 hours for your provider to spend with you gathering the information needed to understand your support needs, plus up to 2 hours to prepare your Early Supports Plan.
Before that, the Getting Started stage allows up to 2 hours for initial appointments. This covers eligibility and consent, exploring your needs and completing the Engagement Form.
These are allocations of time, not a fixed number of counselling sessions. Your provider can explain how the time may be used in your circumstances. If more time is needed before ACC can make a cover decision, there is a process for extending the timeframe, and it needs your consent.
How does ACC decide cover?
There are two main pathways. Your provider should discuss which one is appropriate for you and what it involves.
For some people, their Lead Service Provider prepares a Cover and Wellbeing Plan. This may allow ACC to make a cover decision without a separate assessment with another specialist.
For others, a Specialist Cover Assessment is needed, completed by an appropriately qualified assessment provider. It does not have to be a single two-hour appointment. The assessor has up to 6 hours to meet with you, gather information and give feedback.
If your assessor is different from your Lead Service Provider, your Lead Service Provider can keep supporting you before, during and after the assessment. You can ask what information is needed and what the report will include.
What support is available after cover is accepted?
Once cover is accepted, ongoing support is based on your individual needs and recovery goals rather than a set annual number of sessions. ACC calls this Tailored Support to Wellbeing.
There are two main packages. These hours can be used across appropriate providers and services. Receiving a package does not mean you must use every hour, and further pathways exist if your needs change.
No outcome can be promised from counselling. What ACC funds is the support, and your provider can talk with you about what you hope for.
- Package A: up to 80 hours over a maximum of 24 months.
- Package B: up to 100 hours over a maximum of 24 months.
What are outcome measures in ACC sensitive claims?
ACC uses outcome measures to understand your wellbeing and how you are going during support. They are short questionnaires completed with your Lead Service Provider, who can explain what the questions mean, why the information is collected and how it will be used.
For people aged 4 and over, these generally include a primary EQ-5D measure and a secondary measure. Depending on age and circumstances, the secondary measure is an appropriate HoNOS measure or Hua Oranga. For children and young people aged 4 to 15, HoNOS is used.
They are generally requested after your Engagement Form, about every six months in longer-term support, every three months for Short-term Support to Wellbeing, and when services are completed. You can ask questions about them at any time.
What do the Sensitive Claims operational guidelines say?
The Sensitive Claims Service Operational Guidelines are ACC’s document setting out how providers deliver the service. They are written for providers, so they can be dense, but they are public and you are welcome to read them.
In practice they shape things you may notice: how your first appointments run, what forms are completed, how assessments work, how outcome measures are used, and how telehealth is offered. If something your provider does or asks seems unclear, you can ask them where it fits in the guidelines.
This page is a summary only. ACC’s current Service Schedule, the guidelines and decisions about an individual claim take precedence.
Can I have appointments by telehealth?
Telehealth can give you more choice, especially where travel, location, accessibility, personal circumstances or provider availability make attending in person difficult.
ACC Sensitive Claims services can be provided by telehealth where this is appropriate and safe for you, and where the same standard of care can be provided as in person. You should be involved in deciding whether telehealth is right for you, with your preferences considered alongside safety, privacy, accessibility, communication and cultural needs. You must also be offered the option of meeting in person if you prefer.
ACC has requirements about where telehealth can be delivered, including the location of both you and your provider. Providers should check the current ACC telehealth criteria, especially if you move or travel overseas.
How do I choose an approved provider?
You can ask any provider whether they are approved to deliver the ACC Sensitive Claims Service before you begin. Counsellors New Zealand has an ACC Provider Map to help you look for a provider.
At a first appointment, you can ask about anything that affects how safe you feel. That might include the provider’s gender, their approach, and whether they offer kaupapa Māori or Pasifika options. You can bring whānau or a support person if that helps, and ask about te reo Māori or interpreter options.
Fit matters. If it does not feel right, you can talk with your provider or ACC about changing provider.
Your privacy, and your right to ask questions
Your privacy, safety and dignity matter throughout Sensitive Claims services. Providers are required to protect your personal and health information and handle it securely and confidentially.
Your provider should help you understand what information is collected, why it is needed and what may be shared with ACC. You can ask questions at any time about your support, forms, assessments, reports or outcome measures.
If something is unclear, it is okay to ask your provider to slow down, explain it differently or give you more information. You do not need to understand the whole system before seeking help.
If you need to talk to someone today
You do not have to wait for an appointment. You can call or text 1737 at any time to talk with a trained counsellor. It is free and open 24 hours a day, seven days a week.
If you or someone else is in immediate danger, call 111.
Reaching out is a good step, and you set the pace.
Common questions
Do I need a Police report or a physical injury to use ACC Sensitive Claims?
No. You do not need a physical injury or to have reported what happened to Police. You can begin by talking with an approved Sensitive Claims provider, and ACC decides on cover.
How many counselling sessions does ACC fund for sensitive claims?
ACC allocates time rather than a fixed number of sessions. Early on there are up to 2 hours for getting started, then early supports time. After cover, Package A is up to 80 hours and Package B up to 100 hours over a maximum of 24 months.
What are the outcome measures?
ACC uses outcome measures to help understand your well-being, monitor your progress, and guide your recovery. Your provider will usually complete these with you at different stages of your therapy.
You can ask why particular questions are being asked, how your answers will be used, or discuss any questions you feel uncomfortable answering.
Can I get support if the abuse happened overseas?
Different eligibility requirements can apply, depending on your circumstances and your connection with New Zealand at the time. A provider can talk it through, and ACC makes the final decision.