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Subcontractor FAQs

This page has answers to questions that subcontractors often have when servicing equipment for ACC or DSS clients.

Who do I contact for subcontractor support?

For all general enquiries, including warranty checks, claim numbers and asset checks please reach out to our contact center via email (enable@enable.co.nz), phone (0800362253) or on our Contact Page.

For all other enquiries relating to equipment repairs, please contact the Equipment Subcontractor Liaison Team via email:

During business hours, you can also reach our Contact Centre and Subcontractor Liaisons by phone, or text (voicemail enabled). If your usual contact is unavailable, use the general contact methods above.

Where can I find the ACC Simple List?

You can access it here on our website: ACC Equipment List

Are you increasing capacity to manage the additional emails?

We acknowledge the increased volume. No new reporting requirements will be introduced until an efficient solution is identified.

Will the Asset Register become more accurate?

While delays still exist (new assets are not created in our system until invoicing), most of these new items will be under warranty.

Are there changes to invoicing for jobs started before 1 July 2025?

Yes.

  • Jobs started before 1 July 2025: Use the old Under $2k spreadsheet. Accepted until August 2025.

  • Jobs started from 1 July 2025: Use the new forms now in effect.

When will we receive access to asset/warranty databases and KPI forms?

  • Warranty database password: Contact us for the password

  • DSS database: No change

  • ACC asset database: Currently in trial with one subcontractor

  • New KPI tracking forms: In use from 1 July 2025

Have there been any changes since the 24 June email?

The only update is to Benchmark Repair rates. No additional reporting is required at this stage. Future changes will be consulted on.

How do we determine if an assessor is from EMS or ACC?

This should be indicated in the job request. For example, requests from the ACC/DSS team for modifications will clarify the funder.

Are ACC Assessors required to use the Tech Request form?

No. The Tech Request form is not required for ACC Equipment applications. There are no changes to current quoting or modification testing requirements.

What is Enable NZ’s definition of a “rural” client and how does it affect service?

“Rural” mainly refers to Delivery and Collection. If a client is in a remote location and repairs might be delayed, please discuss the case with us in advance.

How should we handle battery replacement jobs?

Treat these like any other job:

  • Under benchmark: Include on the bulk job sheet

  • Part of a larger job and over benchmark: A Purchase Order (PO) is required

Can Band 1 equipment be repaired (e.g., walkers, shower stools)?

Repairs must not exceed 70% of the replacement value. If client safety is at risk or the repair is urgent, contact Enable NZ.

Do visits to confirm asset details count toward our 2-visit KPI?

Yes, but discretion is encouraged. Aim to minimise site visits where possible. If DSS asset labels are needed, please request them directly.

What if more than 2 visits are required due to delays (e.g., client availability)?

More than 2 visits may be necessary in some situations, which is understandable. There is no need for formal approval, but please notify Enable NZ if delays are significant.

What if we can’t meet timeframes due to courier delays or client factors?

Please inform us of significant delays—we may be able to help (e.g., contacting suppliers). We will not introduce additional reporting unless a practical solution is available.

Are subcontractors required to provide after-hours or emergency services?

Enable New Zealand is not contracted to provide an after-hours service and, as such, cannot fund an on-call technician.

To manage this, appropriate measures should be put in place—for example, a voicemail message advising callers that in the event of an emergency, they should contact emergency services. For all other enquiries, they will be responded to on the next business day.

I appreciate the situation is not clear cut - this is one of the issues that needs to be managed carefully as it has become the custom and practice of a small number of Subcontractors to provide an after-hours service. In the interim if you do receive a call and deem a call out is absolutely necessary – an invoice can be issued [std rates apply only] and a review of the situation will occur as a matter of course.

Subcontractors should:

  • Only consider call-outs if health or safety is at risk

  • Call 111 in emergencies

  • Schedule a next-day callback and offer advice

  • Ensure voicemail messages clearly explain this