This is an HTML version of an attachment to the Official Information request 'ACC - Key Steak Holders and Steak Holders'.
Your guide to joining the 
Customer Advisory Panel 
for Older People
Putting the customer at the centre of everything we do.  Me mātua aro atu ki te tangata, koia te pūtake o te mahi.


“Knowing that my injury experience 
is helping better the experience of 
others is extremely rewarding.”     
ACC Customer Advisory Panelist 2016
2
ACC Customer Advisory Panel

Why join ACC’s 
Customer Advisory Panels (CAP)?
What does ACC do?
ACC is a unique organisation. There’s no other  
place with the same purpose in New Zealand,  
or the world!
ACC’s core focus is to prevent accidents from 
happening, and when they do, reduce the impact of 
injury. The ACC Scheme is built around prevention, 
rehabilitation and compensation - all of which work 
together to help people return to work and everyday 
life as fast as possible following injury.
One of ACC’s strategic objectives is to deliver change 
that puts the customer* at the heart of everything it 
does and to improve the outcomes and experience 
of all of its customers. As part of its transformation 
project, the Customer Group was created in 2015 in 
order to help realise this objective through the eyes 
and experience of its customers. 
The Customer Group’s primary responsibility is to 
support genuine engagement between ACC and 
its customers and stakeholders to achieve positive 
outcomes for all New Zealanders.
*When ACC refers to it’s ‘customers’ this includes all of ACC’s claims 
clients, business customers, providers and the community as a whole
What other teams form 
•  Customer Insights and Experience
the Customer Group?
•  Cultural Capability
•  Injury Prevention
•  Workplace Safety
•  Communications and Engagement
•  Strategy, Policy & Research
Older People
3

Where does CAP fit?
CAP exists to ensure that ACC genuinely listens to 
the voices and stories of its customers –  
especially its most vulnerable clients including those 
who form part of our older population.
The CAP panels form part of a wider eco-system  
of customer insights also which include:
•  Customer Analytics
•  Customer Feedback and Experience Design
•  Customer Research 
As part of this Customer Insights and Experience 
team, the insights provided by the CAP panels can be 
compounded and enhanced in order to ensure that 
the most compelling story is heard by ACC and acts 
as a catalyst for positive change.
How does CAP do this?
Through trusted representatives of client voices 
accessed via established client networks across 
NZ, we translate our client stories into propositions 
which the business can understand, in order to affect 
meaningful change.
What does CAP do?
•  Identifies issues and barriers to  
better outcomes for our clients
•  Evaluates service solutions 
•  Co-designs new services and products
•  Acts as a conduit to customers who can participate 
in co-design
•  Tests and validates problems identified by ACC 
regarding customer needs and issues
4
ACC Customer Advisory Panel


How does the Expression of Interest 
process work?
 
You are invited to express your interest in a position 
Invitation
on our Customer Advisory Panel - Older People.
If you are interested, you’ll be asked to express your 
interest by sending the completed EOI application form 
 
(page 9 and 10 in this document) and a brief cover letter 
Application
telling us why you want to come on board and return it to 
us using the stamped addressed envelope provided or by 
emailing it to us at CustomerAdvisoryProgramme@acc.
co.nz by 4.00 pm on 30 March. 
Initial assessment of applications will be based 
 
on demonstration of the skills, experience and 
competences required for each role, outlined on  
Initial 
page 6 and 7 of this document.
Assessment
The Expression of Interest process will commence 
on 2 April. 
Following initial assessment, applicants may 
 
be required to attend an interview if further 
Interview
assessment is necessary.
Successful applicants will be notified by 25 May.

Older People
5

What we’ll be looking for?
Network 
Any networks represented on the panels must have 
Connectedness
a strong focus on older people. Members must be 
able to demonstrate their connectedness with their 
network and their ability to gather customer insights 
and experience unique to their network.
Client 
Members who represent their own unique experience 
Representation
as a customer will be able to provide insights  
and be able to contribute from a family/whanau/
support perspective.
Cultural 
Members representing cultural networks must  
Representation
be able to demonstrate that they also maintain 
frequent interaction with older people and have  
an understanding of the challenges faced  
by these clients.
Professional 
Members of professional bodies should be able to 
Representation
demonstrate significant experience and education in 
the area of their expertise and have access to direct 
client representation.
6
ACC Customer Advisory Panel

What will be expected of you?
Membership
Each panel member will retain their position for a  
12 month period which may be renewed for a further  
12 months if both the member and the ACC agree.
Attendance
Members will attend all panel meetings (up to three full 
panel meetings per year) and will advise the CAP team 
in advance if they are unable to. Individual members 
may also be called upon to, or invite members from 
their networks to, participate in workshops and design 
sessions outside the 3 scheduled panel meetings.
Network Contact
Members may be asked to gather insights from, or 
distribute communications on particular issues to 
their networks.
Engagement
Members should be open to working in new and 
collaborative ways and be able to engage in 
constructive dialogue in group settings.
What you can expect from us?
Remuneration
Each panel member will receive a full panel meeting 
fee of $325 (incl. GST). Members may also receive 
an additional fee of $325 (incl. GST) should any 
preparatory work be required.
Attendance at workshops or design sessions are 
remunerated by way of gift card at the following rate;
One hour............$80
½ day.............$180
Two hours..........$100
Full day ..........$300
Travel and 
The CAP team will arrange all required travel and 
Accommodation
accommodation for members.
Older People
7


How do I express my interest?
To apply, please complete the following expression of interest 
application form, attach your cover letter telling us a little 
about why you want to come on board and return it to us 
in the stamped addressed envelope provided or send it to 
[email address] by 4pm on 30 March.
Need an electronic copy? 
Please email [email address]  
and we’ll send you one.
8
ACC Customer Advisory Panel

Expression of Interest Application Form
What group are you applying for?
Serious Injury
Older People
Sexual Violence
Personal information
First name
Residential 
address
Last name
Date of birth*
Ethnicity*
Telephone
Email address
Injury (if applicable)
What is your injury?
When did you get injured and how long have you been an ACC client?
Are you part of any other advisory or advocacy group across the government sector?                                  
Yes
No
If yes please briefly explain your role on that group
*We have asked these questions to ensure that we create a panel which is representative of our clients and 
the community. If you would prefer not to answer these questions please enter N/A in the space provided.
Older People
9

Organisation you represent (if applicable)
Name
Address
Telephone
Email address
Your role
Length of time at organisation
Your responsibilities within the organisation
Network size and location(s)
I declare that all of the information I have provided in this form is correct.
I understand that I can ask to see any information that ACC holds about me, and have it 

corrected if it is wrong, within the provisions of the Privacy Act 1993.
Signature:
Date:
The information collected on this form will only be used to assess your application for a position on our 
Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply 
with the obligations of the Privacy Act 1993. You have the right to access any information we hold about 
you. You can also ask us to correct the information that we hold about you.
10 ACC Customer Advisory Panel

Questions and comments?
If you have any queries regarding the Customer Advisory Panels,  
the Customer Advisory Programme or the application process  
please contact:
 
Manager – Customer Advisory Programme
ACC 
Justice Centre – Level 14 
19 Aitken Street 
Wellington
Phone: (
 
Email:  
Older People
11

Putting the customer at the centre of everything we do. 
Me mātua aro atu ki te tangata, koia te pūtake o te mahi.

Your guide to joining the 2018 
Customer Advisory Panel 
for Serious Injury
Putting the customer at the centre of everything we do.  Me mātua aro atu ki te tangata, koia te pūtake o te mahi.


“Knowing that my injury experience 
is helping better the experience of 
others is extremely rewarding.”     
ACC Customer Advisory Panelist 2016
2
ACC Customer Advisory Panel

Why join ACC’s 
Customer Advisory Panels (CAP)?
What does ACC do?
ACC is a unique organisation. There’s no other  
place with the same purpose in New Zealand,  
or the world!
ACC’s core focus is to prevent accidents from 
happening, and when they do, reduce the impact of 
injury. The ACC Scheme is built around prevention, 
rehabilitation and compensation - all of which work 
together to help people return to work and everyday 
life as fast as possible following injury.
One of ACC’s strategic objectives is to deliver change 
that puts the customer* at the heart of everything it 
does and to improve the outcomes and experience 
of all of its customers. As part of its transformation 
project, the Customer Group was created in 2015 in 
order to help realise this objective through the eyes 
and experience of its customers. 
The Customer Group’s primary responsibility is to 
support genuine engagement between ACC and 
its customers and stakeholders to achieve positive 
outcomes for all New Zealanders.
*When ACC refers to it’s ‘customers’ this includes all of ACC’s claims 
clients, business customers, providers and the community as a whole
What other teams form 
•  Customer Insights and Experience
the Customer Group?
•  Cultural Capability
•  Injury Prevention
•  Workplace Safety
•  Communications and Engagement
•  Strategy, Policy & Research
Serious Injury
3

Where does CAP fit?
CAP exists to ensure that ACC genuinely listens to 
the voices and stories of its customers –  
especially its most vulnerable clients including those 
who are seriously injured.
The CAP panels form part of a wider eco-system  
of customer insights also which include:
•  Customer Analytics
•  Customer Feedback and Experience Design
•  Customer Research 
As part of this Customer Insights and Experience 
team, the insights provided by the CAP panels can be 
compounded and enhanced in order to ensure that 
the most compelling story is heard by ACC and acts 
as a catalyst for positive change.
How does CAP do this?
Through trusted representatives of client voices 
accessed via established client networks across 
NZ, we translate our client stories into propositions 
which the business can understand, in order to affect 
meaningful change.
What does CAP do?
•  Identifies issues and barriers to  
better outcomes for our clients
•  Evaluates service solutions 
•  Co-designs new services and products
•  Acts as a conduit to customers who can participate 
in co-design
•  Tests and validates problems identified by ACC 
regarding customer needs and issues
4
ACC Customer Advisory Panel


How does the Expression of Interest 
process work?
 
You are invited to express your interest in a position 
Invitation
on our Customer Advisory Panel - Serious Injury.
If you are interested, you’ll be asked to express your 
interest by sending the completed EOI application form 
 
(page 9 and 10 in this document) and a brief cover letter 
Application
telling us why you want to come on board and return it to 
us using the stamped addressed envelope provided or by 
emailing it to us at CustomerAdvisoryProgramme@acc.
co.nz by 4.00 pm on 30 March. 
Initial assessment of applications will be based 
 
on demonstration of the skills, experience and 
competences required for each role, outlined on  
Initial 
page 6 and 7 of this document.
Assessment
The Expression of Interest process will commence 
on 2 April. 
Following initial assessment, applicants may 
 
be required to attend an interview if further 
Interview
assessment is necessary.
Successful applicants will be notified by 25 May.

Serious Injury
5

What we’ll be looking for?
Network 
Any networks represented on the panels must have 
Connectedness
a strong focus on serious injury. Members must be 
able to demonstrate their connectedness with their 
network and their ability to gather customer insights 
and experience unique to their network.
Client 
Members who represent their own unique experience 
Representation
as a customer will be able to provide insights  
and be able to contribute from a family/whanau/
support perspective.
Cultural 
Members representing cultural networks must  
Representation
be able to demonstrate that they also maintain 
frequent interaction with serious injured clients  
and have an understanding of the challenges faced  
by these clients.
Professional 
Members of professional bodies should be able to 
Representation
demonstrate significant experience and education in 
the area of their expertise and have access to direct 
client representation.
6
ACC Customer Advisory Panel

What will be expected of you?
Membership
Each panel member will retain their position for a  
12 month period which may be renewed for a further  
12 months if both the member and the ACC agree.
Attendance
Members will attend all panel meetings (up to three full 
panel meetings per year) and will advise the CAP team 
in advance if they are unable to. Individual members 
may also be called upon to, or invite members from 
their networks to, participate in workshops and design 
sessions outside the 3 scheduled panel meetings.
Network Contact
Members may be asked to gather insights from, or 
distribute communications on particular issues to 
their networks.
Engagement
Members should be open to working in new and 
collaborative ways and be able to engage in 
constructive dialogue in group settings.
What you can expect from us?
Remuneration
Each panel member will receive a full panel meeting 
fee of $325 (incl. GST). Members may also receive 
an additional fee of $325 (incl. GST) should any 
preparatory work be required.
Attendance at workshops or design sessions are 
remunerated by way of gift card at the following rate;
One hour............$80
½ day.............$180
Two hours..........$100
Full day ..........$300
Travel and 
The CAP team will arrange all required travel and 
Accommodation
accommodation for members.
Serious Injury
7


How do I express my interest?
To apply, please complete the following expression of 
interest application form, attach your cover letter telling us 
a little about why you want to come on board and return it 
to us in the stamped addressed envelope provided or send 
it to [email address] by 4pm on 
30 March.
Need an electronic copy? 
Please email [email address]  
and we’ll send you one.
8
ACC Customer Advisory Panel

Expression of Interest Application Form
What group are you applying for?
Serious Injury
Older People
Sexual Violence
Personal information
First name
Residential 
address
Last name
Date of birth*
Ethnicity*
Telephone
Email address
Injury (if applicable)
What is your injury?
When did you get injured and how long have you been an ACC client?
Are you part of any other advisory or advocacy group across the government sector?                                  
Yes
No
If yes please briefly explain your role on that group
*We have asked these questions to ensure that we create a panel which is representative of our clients and 
the community. If you would prefer not to answer these questions please enter N/A in the space provided.
Serious Injury
9

Organisation you represent (if applicable)
Name
Address
Telephone
Email address
Your role
Length of time at organisation
Your responsibilities within the organisation
Network size and location(s)
I declare that all of the information I have provided in this form is correct.
I understand that I can ask to see any information that ACC holds about me, and have it 

corrected if it is wrong, within the provisions of the Privacy Act 1993.
Signature:
Date:
The information collected on this form will only be used to assess your application for a position on our 
Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply 
with the obligations of the Privacy Act 1993. You have the right to access any information we hold about 
you. You can also ask us to correct the information that we hold about you.
10 ACC Customer Advisory Panel

Questions and comments?
If you have any queries regarding the Customer Advisory Panels,  
the Customer Advisory Programme or the application process  
please contact:
 
Manager – Customer Advisory Programme
ACC 
Justice Centre – Level 14 
19 Aitken Street 
Wellington
Phone: (
 
Email:  
Serious Injury
11

Putting the customer at the centre of everything we do. 
Me mātua aro atu ki te tangata, koia te pūtake o te mahi.

Your guide to joining the 
Customer Advisory Panel 
for Sexual Violence
Putting the customer at the centre of everything we do.  Me mātua aro atu ki te tangata, koia te pūtake o te mahi.


“Knowing that my injury experience 
is helping better the experience of 
others is extremely rewarding.”     
ACC Customer Advisory Panelist 2016
2
ACC Customer Advisory Panel

Why join ACC’s 
Customer Advisory Panels (CAP)?
What does ACC do?
ACC is a unique organisation. There’s no other  
place with the same purpose in New Zealand,  
or the world!
ACC’s core focus is to prevent accidents from 
happening, and when they do, reduce the impact of 
injury. The ACC Scheme is built around prevention, 
rehabilitation and compensation - all of which work 
together to help people return to work and everyday 
life as fast as possible following injury.
One of ACC’s strategic objectives is to deliver change 
that puts the customer* at the heart of everything it 
does and to improve the outcomes and experience 
of all of its customers. As part of its transformation 
project, the Customer Group was created in 2015 in 
order to help realise this objective through the eyes 
and experience of its customers. 
The Customer Group’s primary responsibility is to 
support genuine engagement between ACC and 
its customers and stakeholders to achieve positive 
outcomes for all New Zealanders.
*When ACC refers to it’s ‘customers’ this includes all of ACC’s claims 
clients, business customers, providers and the community as a whole
What other teams form 
•  Customer Insights and Experience
the Customer Group?
•  Cultural Capability
•  Injury Prevention
•  Workplace Safety
•  Communications and Engagement
•  Strategy, Policy & Research
Sexual Violence
3

Where does CAP fit?
CAP exists to ensure that ACC genuinely listens to 
the voices and stories of its customers –  
especially its most vulnerable clients including those 
who are survivors of sexual violence.
The CAP panels form part of a wider eco-system  
of customer insights also which include:
•  Customer Analytics
•  Customer Feedback and Experience Design
•  Customer Research 
As part of this Customer Insights and Experience 
team, the insights provided by the CAP panels can be 
compounded and enhanced in order to ensure that 
the most compelling story is heard by ACC and acts 
as a catalyst for positive change.
How does CAP do this?
Through trusted representatives of client voices 
accessed via established client networks across 
NZ, we translate our client stories into propositions 
which the business can understand, in order to affect 
meaningful change.
What does CAP do?
•  Identifies issues and barriers to  
better outcomes for our clients
•  Evaluates service solutions 
•  Co-designs new services and products
•  Acts as a conduit to customers who can participate 
in co-design
•  Tests and validates problems identified by ACC 
regarding customer needs and issues
4
ACC Customer Advisory Panel


How does the Expression of Interest 
process work?
 
You are invited to express your interest in a position 
Invitation
on our Customer Advisory Panel - Sexual Violence.
If you are interested, you’ll be asked to express your 
interest by sending the completed EOI application form 
 
(page 9 and 10 in this document) and a brief cover letter 
Application
telling us why you want to come on board and return it to 
us using the stamped addressed envelope provided or by 
emailing it to us at CustomerAdvisoryProgramme@acc.
co.nz by 4.00 pm on 30 March. 
Initial assessment of applications will be based 
 
on demonstration of the skills, experience and 
competences required for each role, outlined on  
Initial 
page 6 and 7 of this document.
Assessment
The Expression of Interest process will commence 
on 2 April. 
Following initial assessment, applicants may 
 
be required to attend an interview if further 
Interview
assessment is necessary.
Successful applicants will be notified by 25 May.

Sexual Violence
5

What we’ll be looking for?
Network 
Any networks represented on the panels must have 
Connectedness
a strong focus on sexual violence. Members must be 
able to demonstrate their connectedness with their 
network and their ability to gather customer insights 
and experience unique to their network.
Client 
Members who represent their own unique experience 
Representation
as a customer will be able to provide insights  
and be able to contribute from a family/whanau/
support perspective.
Cultural 
Members representing cultural networks must  
Representation
be able to demonstrate that they also maintain 
frequent interaction with survivors of sexual violence  
and have an understanding of the challenges faced  
by these clients.
Professional 
Members of professional bodies should be able to 
Representation
demonstrate significant experience and education in 
the area of their expertise and have access to direct 
client representation.
6
ACC Customer Advisory Panel

What will be expected of you?
Membership
Each panel member will retain their position for a  
12 month period which may be renewed for a further  
12 months if both the member and the ACC agree.
Attendance
Members will attend all panel meetings (up to three full 
panel meetings per year) and will advise the CAP team 
in advance if they are unable to. Individual members 
may also be called upon to, or invite members from 
their networks to, participate in workshops and design 
sessions outside the 3 scheduled panel meetings.
Network Contact
Members may be asked to gather insights from, or 
distribute communications on particular issues to 
their networks.
Engagement
Members should be open to working in new and 
collaborative ways and be able to engage in 
constructive dialogue in group settings.
What you can expect from us?
Remuneration
Each panel member will receive a full panel meeting 
fee of $325 (incl. GST). Members may also receive 
an additional fee of $325 (incl. GST) should any 
preparatory work be required.
Attendance at workshops or design sessions are 
remunerated by way of gift card at the following rate;
One hour............$80
½ day.............$180
Two hours..........$100
Full day ..........$300
Travel and 
The CAP team will arrange all required travel and 
Accommodation
accommodation for members.
Sexual Violence
7


How do I express my interest?
To apply, please complete the following expression of interest 
application form, attach your cover letter telling us a little 
about why you want to come on board and return it to us 
in the stamped addressed envelope provided or send it to 
[email address] by 4pm on 30 March.
Need an electronic copy? 
Please email [email address]  
and we’ll send you one.
8
ACC Customer Advisory Panel

Expression of Interest Application Form
What group are you applying for?
Serious Injury
Older People
Sexual Violence
Personal information
First name
Residential 
address
Last name
Date of birth*
Ethnicity*
Telephone
Email address
Are you part of any other advisory or advocacy group across the government sector?                                  
Yes
No
If yes please briefly explain your role on that group
*We have asked these questions to ensure that we create a panel which is representative of our clients and 
the community. If you would prefer not to answer these questions please enter N/A in the space provided.
Sexual Violence
9

Organisation you represent (if applicable)
Name
Address
Telephone 
Email address
Your role
Length of time at organisation
Your responsibilities within the organisation
Network size and location(s)
I declare that all of the information I have provided in this form is correct.
I understand that I can ask to see any information that ACC holds about me, and have it 

corrected if it is wrong, within the provisions of the Privacy Act 1993.
Signature:
Date:
The information collected on this form will only be used to assess your application for a position on our 
Customer Advisory Panel. In the collection, use and storage of information, ACC will at all times comply 
with the obligations of the Privacy Act 1993. You have the right to access any information we hold about 
you. You can also ask us to correct the information that we hold about you.
10 ACC Customer Advisory Panel

Questions and comments?
If you have any queries regarding the Customer Advisory Panels,  
the Customer Advisory Programme or the application process  
please contact:
 
Manager – Customer Advisory Programme
ACC 
Justice Centre – Level 14 
19 Aitken Street 
Wellington
Phone: 
 
Email:  
Sexual Violence
11

Putting the customer at the centre of everything we do. 
Me mātua aro atu ki te tangata, koia te pūtake o te mahi.

Document Outline