Frequently asked questions

Last updated on 05 July 2022

Find answers to frequently asked questions about the MRES App and MRES processes.

Questions and answers about the MRES App

Can I send a screenshot of the quote?

When supplying a quote for a piece of equipment, please supply an official quote which includes who the supplier is. We cannot accept screenshots of equipment listings and prices. 

How do I find the status of an order?

Search for your order in your View Assessor Orders screen, then look at the Order Status and Product Items columns. Also, if you open the order in Edit mode you might see actions recorded in the Notes section.

See our user notes for order status definitions and a step-by-step guide.

Find status of order

Can I order clinical and medical devices in the MRES App?

Enable New Zealand doesn’t supply medical equipment.

If your client requires medical equipment, please complete a separate ACC96 for the medical equipment only and email this with your assessment report directly to your client’s Recovery Team Member.  

Continue to order any rehabilitation equipment via the MRES App. 

I'm a third party administrator (TPA). Do I need to use the ACC45 number?

Yes, when confirming the claim number for an order in the MRES App, please use the ACC45 number.

Why can't I see the client's address or phone number in the MRES App order?

If the client has two phone numbers or addresses, please make sure you select a default number or address by ticking the relevant Default box.  If a default number or address is not ticked, neither phone number or address displays.

I can’t find an order using the search function

If you cannot find an order using the search function, please make sure you have:

  • selected the right category to search in (e.g. claim number if you are searching by claim number).
  • unticked any categories that you are not using for the search (e.g. if you are only searching a claim number, ensure that no other category is selected).

How do I login to the MRES App?

You can either:

Where can I find information about equipment requests made before 15 November 2021?

Currently, client and order information created prior to 15 November 2021 is not available in the MRES App. We, along with ACC and Accessable, are working towards a solution to this issue.

What should I do if I haven’t got a login for the ACC MRES App?

You can request a login for the ACC MRES App by completing the MRES User Access form on our website. Pleasenote all mandatory fields must be provided to request a login.

ACC MRES User Access form

If an equipment trial arranged through Accessable was unsuccessful what should I do?

Create a new trial through Enable’s MRES App.

I can’t find equipment listed in the equipment catalogue in the MRES App. What should I do?

Please ensure you are using Enable New Zealand’s equipment catalogue. This can be accessed on our website.

View ACC equipment catalogue.

If you are still having trouble finding equipment, please contact us.

The MRES App hasn't saved my order. Why is this?

When you have selected ‘Save as draft’ please wait until the blue line at the top of the screen has disappeared, and a message appears in the top righthand corner confirming it has been saved. If you navigate away from the page before this, your order may be lost.

Questions and answers about MRES processes

What should I do if I have an equipment trial with Accessable from November 29?

From December 1, all extension of equipment trials with Accessable will need to be transferred to the MRES App. You will need to submit an order in the MRES App for ongoing management by Enable New Zealand.

 

If a trial is successful
Submit an order in the MRES App. This order needs to include:

  • a final quote for the equipment
  • Note in MRES app "Inflight request - Trial Successful"

If a trial is not successful

Submit an order request in the MRES App. This order needs to include:

  • a quote for the equipment
  • an assessment report

If a trial is in progress
Submit an order in the MRES App. This order needs to include:

  • a quote for the equipment
    Note in MRES app "Inflight request - Trial in progress"

What should I do if I have an equipment hire with Accessable from December 1?

From December 1, all extension of equipment hires currently with Accessable will need to be transferred to Enable New Zealand. Assessors who have hires with Accessable, will need to enter these into the MRES App. This has previously been communicated to assessors by ACC.

 

The extension request will need to include:

  • a new quote from the supplier with current hires dates
  • an assessment report

Please refer to our hire guidelines before making a hire request.

 

Guide to MRES hire equipment

What should I do if I need to extend the recall date for purchased equipment issued by Accessable?

If you want to extend the recall date for purchased equipment issued by Accessable you do not need to do anything. Simply let us know when you're ready for the equipment to be collected.

If an equipment trial is successful, how will the equipment be asset labelled?

All equipment will have an asset label applied by the supplier before it is sent out for trial.

Who collects equipment that was issued by Accessable?

Please contact us to arrange collection of equipment that was issued by Accessable. You can either complete the form on our website or call us.

Request equipment collection

Do I need to attach an ACC096 form when submitting an order request through the MRES App?

No, you do not need to attach an ACC096 form if you are submitting an equipment request through the MRES App.