FAQs

There are a few ways to begin your ACC Sensitive Claim:

1. An ACC-registered therapist can assist you with this process. You can find one through Hiwa Navigation or the ACC Find Support website: www.findsupport.co.nz.
2. Contact ACC directly at 0800 735 566.
3. Ask your GP or nurse to lodge a claim, and ACC will contact you.

You can fill out our referral form, and we will connect you with an available provider. Alternatively, you can check the ACC Find Support website for other options.

This is a counselling and rehabilitation service delivered through ACC’s Sensitive Claims pathway. The first stage involves pre‑cover work with a therapist (Lead Provider) to help ACC determine whether your claim meets the criteria for cover.

Once your claim is accepted, you and your Lead Provider create a two‑year Wellbeing Plan that guides your therapy and support options.

Our service is not a crisis mental health service. Research and ACC guidelines show that people in acute crisis are not in a safe or stable place for trauma therapy, and crisis support is best provided by urgent mental health services.

After your claim is accepted, your Wellbeing Plan can include a range of therapeutic supports. These may include:

• one‑to‑one therapy with your Lead Provider

• additional healing modalities such as rongoā Māori, trauma‑informed yoga, equine therapy, or EMDR

• up to 32 hours of group therapy per year 

• allied‑health services such as social work, nursing, occupational therapy, physiotherapy, speech‑language therapy, psychiatry, or psychology

All supports must align with your wellbeing goals and be clinically appropriate within the ACC Sensitive Claims Service.

It is up to you. An ACC Recovery Partner, also known as a Case Manager, will be assigned to you by ACC alongside your community-based therapist. They are part of the ACC Recovery Team. If you want a dedicated Recovery Partner, you can request one. If you do not wish to have contact with ACC, let us know.

Once you’ve been allocated a therapist, they will contact you to schedule your first appointment.

Wait times vary by region. We will inform you of the approximate wait time when we process your referral.

No, ACC Sensitive Claims counselling services are free.

During your initial session, your therapist will take time to get to know you and jot down notes. These first sessions are known as Getting Started and Early Support sessions. You don’t have to disclose the details of your sexual abuse or assault during these Getting Started sessions. You can use this time to decide if you’re comfortable with the therapist, and how much you share is entirely up to you. Everything you share is private unless there’s a risk of harm to yourself or someone else. If there are safety concerns, then we aim to work collaboratively with you to ensure that the safety issues are addressed in a way that upholds your mana as best possible.

There’s no time limit on seeking help. 

ACC can assist with transport, depending on your situation. Ask your therapist to help arrange this if you are eligible.

If you’re uncomfortable with your therapist, we can help you find another suitable one.

No, you do not have to report the incident to the Police if you don't want to.

We understand that keeping your information confidential is vitally important. We are bound by the Privacy Act, and by the guiding competencies of each provider's professional body. 

We collect personal information from you, including information about your:

• Full Name
• Contact information: Email Mobile/Landline Phone
• Address
• Date of Birth
• Ethnicity
• Gender and any other pronouns
• Legal Guardian

We collect your personal information to:

• Register you as a kiritaki (client)  onto the ACC Sensitive Claims Service so that you can receive ACC Support

Who has access to your information held by Hiwa Navigation?

A designated Hiwa staff member loads your personal information onto our secure Client Management System to create a unique file for you. The system is only accessible to your Hiwa worker (counsellor, psychologist, social worker, etc.) and Hiwa Administrators. 

We provide Hiwa staff and providers with privacy training to ensure everyone follows privacy legislation.

How secure is my information?

We prioritise the security of your information by storing it electronically in secure servers. The system only logs the dates and times of sessions and ACC letters. Your therapist does not keep or enter detailed session notes into this system. 

Who do we share your information with?

We also share information with:

• ACC to Register you onto the Sensitive Claims Service and tailor the right support services for you.

Do I have to share my information with you?

Providing some information is optional. However, if you refrain from entering specific information, we may be unable to register you with ACC ISSC Service.

How long do you keep my personal information?

We keep your information for as long as it is relevant to its intended purpose, at which point we deactivate your file and revoke access to any information about you.  

Can I have a copy of the personal information you hold about me?

You have the right to request a copy of any personal information we hold about you and to ask for it to be corrected if you think it is incorrect. 

If you’d like to ask for a copy of your information or to correct it, please contact us at admin@hiwa-nav.com. 

This process is consistent with and subject to other procedures within the Privacy Act 2020.