ACC Performance Review

Following the levy decisions in December 2024, the Government commissioned an independent external review by Finity Consulting Ltd which found serious issues with ACC’s governance, case management, and performance culture.

Key findings of the performance review

• ACC has experienced a loss of operational focus over time with inefficient claims management and a decline in effectiveness of rehabilitation support. This means that some injured people are taking longer to recover than is necessary, and the cost of these claims is more than ACC’s funding.
• An earlier change in case management did not work, and concerns were not taken seriously.
• ACC has a weak performance culture, driven by the lack of incentives for people to come off ACC and weak accountabilities across the system. 
• Lack of focus on core performance measures and the monitoring of ACC.

Key recommendations from the performance review

• Reset and simplify strategic priorities to focus on claims management and rehabilitation.
• Accelerate decision-making on claims through improved guidance and greater autonomy for ACC staff.
• Enhance frontline capability, for example through investing in additional staff, advanced training, improved career pathways for staff and use of private providers to boost immediate support.
• Strengthen claims triage to support more efficient resource allocation and ensure people receive the right level of support, helping to reduce bottlenecks. 
• Improve monitoring to ensure an appropriate level of analysis.