Originally published 2016, updated 24 November 2018. .
Revised February 2023

The Operational Guidelines have been designed to help Suppliers, Providers and other relevant stakeholders to understand and implement the Integrated Services for Sensitive Claims (ISSC) contract. The ISSC contract is a Client- centred service focusing on maximising the functional and wellbeing outcomes for all survivors of sexual abuse who seek assistance with ACC.
The service is purposefully flexible because we know each person is unique in their needs and ability to participate in recovery services at different times. With this comes the need to provide guidelines for Suppliers and Providers in the key elements of the service and clear direction with regards to process, day- to-day operations and expectations.
These guidelines are not intended to provide the user with specific clinical advice. In 2008, ACC produced the ‘Sexual Abuse and Mental injury; Practice Guidelines for Aotearoa New Zealand’, known as the Massey Guidelines. These Operational Guidelines should be read along with the Massey Guidelines, which provide clinical and therapeutic guidance.
The guidelines also serve to assist with operationalising the requirements of the ISSC Service Schedule. They can be a point of reference and can be used to help clarify differences of interpretation of various aspects of the services. It’s important to note that where there is a conflict or inconsistency between these Operational Guidelines and the Service Schedule, the provisions of the Service Schedule must take precedence.
This is a living document. Updated versions will be made available as the need arises and published on the ACC website. We are committed to on-going service improvement and changes may be made from time to time to reflect these. (Introduction). Record #5210