On this page you will find answers to some of our frequently asked questions relating to ACC mediation. If the information you need is not here, please just ask. Our case management team are here to help.

What happens in mediation?

An independent and impartial ICRA mediator will be appointed to your case. That mediator will work with both you and your ACC case manager to help you to:

  • define the issues in dispute;
  • develop and explore settlement options;
  • assess the implications of settlement options; and
  • negotiate a mutually acceptable settlement of your dispute which meets your interests and needs.
How long does mediation take?

An ACC mediation can be completed in less than 1 hour. Depending on the circumstances of your case, the mediation may take a little longer. Your case manager will work with you and the mediator to make sure the process meets the needs of your case.

How do I initiate mediation?

Contact our case management team today to get the process started:


Where does the mediation take place?

ICRA provides ACC mediation services throughout New Zealand.

ACC mediations typically take place by secure videoconference or telephone conference. This means that you can participate in the mediation from the most convenient place for you which may even be your own home. This ensures the process is accessible and as easy for you as possible.

Of course, we recognise that one size doesn’t fit all and, if the circumstances require it, we can arrange a face-to-face mediation as well.

Can I have an advocate or a support person?

Yes, you can have an advocate (or representative) or a support person to help you through the process.

Any advocate or support person will be required to sign a confidentiality agreement and will be asked to abide by ICRA’s Mediation Protocol. This ensures that all participants are engaged in the process in a positive and constructive manner.

What happens if we don't reach an agreement?

Sometimes parties aren’t able to reach an agreement as a result of the mediation process.

However, mediation can still help you to better understand the issues in dispute and what you would need to prove if you did apply for a review of ACC’s decision.

If no agreement is reached, you can still apply for a review of ACC’s decision.

Will the process cost me anything?

The costs of the mediation process are met by ACC.

However, if you incur any costs in participating in mediation you will need to meet those costs yourself unless you have agreed otherwise with ACC.

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