ACC Returns app guides
On this page you'll find information about the ACC Returns app and guides for ACC staff who review requests submitted through it.
The ACC Returns App supports ACC's equipment return process by providing information about customer responses, extension requests and return activity.
These guides are intended for ACC staff who review requests submitted through the ACC Returns App and take action as part of the return process. The resources below explain the business processes and system functions used during the return journey. They should be used alongside ACC policies, operational procedures, and internal guidance.
If you are looking for general information about the ACC return process, visit the customer and assessor information page: ACC Returns app.
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Understanding the customer journey
An overview of the journey from receiving a return request to it being completed.
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Accessing the ACC Returns app
How ACC staff can access the ACC Returns app to review requests.
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Extension requests
How to respond to extension requests that you receive via email
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Non-response notifications
What non-response notifications are and how to respond