Navigating ACC and healthcare when you’re not believed
Being dismissed doesn’t just hurt. It costs you time, money, and sometimes access to the care or support you’re entitled to. This section exists because knowing what to say, and knowing what you’re owed, changes what happens next.
None of this is about being difficult. It’s about being prepared.
Two systems, two different fights
Dealing with a doctor who doesn’t believe you and dealing with ACC when a claim is questioned are not the same problem. They call for different language, different paperwork, and different people to bring with you. So this toolkit splits in two:
[Talking to doctors →] Scripts for common dismissive comments, how to prepare for a short appointment, and what to do when you need a second opinion.
[Dealing with ACC →] How reviews work, what deadlines you’re up against, and what free support you’re entitled to.
Before you read further: 4 things you’re entitled to
Every person using a health or disability service in New Zealand is protected by the Code of Health and Disability Services Consumers’ Rights. You don’t have to ask permission to use these. They’re already yours.
- The right to be treated with dignity and independence. Being talked over, dismissed, or spoken to as though your pain is an inconvenience is not an acceptable standard of care.
- The right to services of an appropriate standard, provided with reasonable care and skill, and in a way that fits your actual needs.
- The right to effective communication — in a form and manner you can actually understand and engage with.
- The right to bring someone with you. A support person, whānau member, or advocate can come to an appointment or a review hearing with you. You are not required to face any of this alone.
Read the full walkthrough of your rights →
Where to start
If you’re heading into an appointment this week, start with the doctor scripts. If you’ve had an ACC decision you disagree with, start with the review process; there’s a deadline attached, so it’s worth checking sooner rather than later.
If you’re not sure where to start, the complaints guide explains how to formally push back on a decision, and the advocate article explains who can stand beside you while you do it, in either setting.
In this toolkit:
- If your doctor says this, say this
- Your rights under the Code of Health and Disability Services Consumers’ Rights
- How an ACC review works and the deadline you need to know about
- How to make a formal complaint to the Health & Disability Commissioner
- Bringing a support person or advocate with you
If Your Doctor Says This, Say This
Your Rights Under the Code of Health and Disability Services Consumers’ Rights
