ACC Returns app
On this page, you'll find information about the ACC returns process, extension requests, equipment collections, and the communications you may receive.
About the ACC return process
Equipment funded by ACC is provided on loan. This means the equipment remains the property of ACC and may need to be returned when it is no longer needed.
In many cases, a return date or review date is set when the equipment is supplied. As that date approaches, a return request may be sent to the person using the equipment.
A return request does not automatically mean equipment must be returned immediately.
The Returns App allows ACC clients to review their situation and respond. Depending on their circumstances, clients may be able to:
arrange to return equipment.
request more time to keep equipment.
provide information about why equipment is still needed.
manage multiple items within the same return request.
This helps ACC and Enable New Zealand manage equipment returns, and supports the refurbishment and reuse of equipment where appropriate.
Responding to a return request
A return request asks you to review equipment that has been supplied to you through ACC funding.
The request will explain what equipment is being reviewed and provide a link to the ACC Returns App.
Once you open the app, you will be guided through the available response options.
If you still need the equipment
If you still need the equipment, you may request that ACC extend your loan.
The app will ask you to provide information about your situation and why the equipment is still required. Please also provide your email address so that we can send a summary of your requests and advise you of the decision from ACC.
Extension requests are reviewed by ACC. We recommend you provide your email address so that we can send a record of your request and advise the decision from ACC. You will be notified by email of their decision.
If you no longer need the equipment
If the equipment is no longer needed, the app will guide you through the return and collection process.
For more information about how equipment is collected by Fliway, our freight partner, visit our page about how collection works.
If you have multiple pieces of equipment
You may have different options for different items.
For example, you may be ready to return one item while still needing another.
The app allows you to select which items you’re ready to return, and which items you want to ask to keep for longer.
Communications you may receive
The return process may involve several communications. The exact communications you receive will depend on your circumstances.
First, you will receive an email, letter, and/or SMS message about the upcoming return date.
After requesting a collection or extension, you will receive further emails from Enable NZ or ACC with details of what you’ve requested.
If you request more time to keep equipment, you will receive an email from ACC advising whether the request has been approved or declined. These requests can take a few weeks to be reviewed, so do not expect to receive it immediately.
If equipment is being returned, you will receive an email about the collection process.
What happens if you do not respond
If you fail to respond, we’re required to notify ACC who will continue attempts to make contact and recover the equipment.
Support available
If you need help understanding the return process or using the ACC Returns App, support is available. Contact our Enable NZ team using the details on our Contact Us page.