The Accident Compensation Corporation has formally apologised for failing to tell a woman she could be eligible for weekly compensation after she had to give up working due to post-traumatic stress disorder.
The sexual assault survivor said ACC told her she was better off staying on a sickness benefit because its own process for getting weekly compensation was "too traumatic".
The woman asked ACC staff three times how to apply for weekly compensation but said she was either discouraged from doing do or not given the right information.
ACC disputes she was discouraged but an internal investigation found its staff did breach the Code of ACC Claimaint's Rights by failing to tell her how to apply.
In a letter, the agency said it sincerely apologised for ACC's failure to maintain its obligations under the Code. "We could have communicated with you better and informed you earlier regarding ACC's eligibility criteria to consider weekly compensation," it said.
ACC said it had raised these issues with staff as it looked to continuously improve its service.
The woman said she was pleased to receive an apology. "I hope that ACC do make changes as promised in their apology letter, so that people like me will experience less distress and receive the correct advice and support from them as soon as possible."
New figures revealed last week show few ACC sensitive claimaints receive financial support from the agency.
The woman's lawyer Brittany Peck, from John Miller Law, said it was encouraging to see ACC own up to its mistakes.
"I hope that ACC pay heed to stories like this in their current consultation on handling of sensitive claims. I also hope the government pays heed to it, and takes steps to reform the law that currently underlies the complex processes for claimants, and indeed ACC staff, and which results in unfair outcomes for sensitive claimants."
Where to find help and support:
- Shine (domestic violence) - 0508 744 633
- Women's Refuge - 0800 733 843 (0800 REFUGE)
- Need to Talk? - Call or text 1737
- What's Up - 0800 WHATS UP (0800 942 8787)
- Lifeline - 0800 543 354 or (09) 5222 999 within Auckland
- Youthline - 0800 376 633, text 234, email talk@youthline.co.nz or online chat
- Samaritans - 0800 726 666
- Depression Helpline - 0800 111 757
- Suicide Crisis Helpline - 0508 828 865 (0508 TAUTOKO)
- Shakti Community Council - 0800 742 584
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