If you encounter problems with payments or haven’t received one, this guide will help you identify the common reasons and steps to resolve them.
Check your remittance advice for a reason code to explain the issue and use the 'Troubleshooting ACC Payment Issue Reason Codes' section below for further guidance.
Refer to the ACC website to see all up to date issue reasons.
How Long Does Payment Take?
Online Invoice Submission: Paid within 8 working days.
Manual/Email Submission: Paid within 10 working days.
Key Requirements for Payment
Invoices must meet Inland Revenue tax standards. Manual invoices that don’t comply will be declined.
Troubleshooting ACC Payment Issue Reason Codes
Reason codes on your remittance advice provide insight into payment issues. Below are the most common codes, their meanings, and actions to take to resolve the issue:
12M – Invoice Older Than 12 Months
12M – Invoice Older Than 12 Months
Issue: Service provided over a year ago.
Action: Contact the provider helpline for late billing exceptions.
ACM – Awaiting Recovery Team Approval
ACM – Awaiting Recovery Team Approval
Issue: Service awaiting review by the recovery team.
Action: Wait 5 business days, then contact ACC if unresolved.
AGE – Age Criteria Not Met
AGE – Age Criteria Not Met
Issue: Service code doesn’t match the client’s age.
Action: Update the client’s age or service code and re-invoice.
AP – Already Paid
AP – Already Paid
Issue: Service already invoiced and paid.
Action: Review payment records; contact ACC if billing was necessary.
APT – Exceeded Approved Hours
APT – Exceeded Approved Hours
Issue: Service exceeds approved hours.
Action: Request approval from the recovery team.
CTR4 – Vendor Not Contracted for Service
CTR4 – Vendor Not Contracted for Service
Issue: Incorrect contract number or uncontracted service.
Action: Correct the contract number or invoice under an eligible contract.
ECAP – Exceeded Service Cap Price
ECAP – Exceeded Service Cap Price
Issue: Cumulative service value exceeds cap.
Action: Contact the recovery team for additional approval.
ER – Exceeded Maximum Regulation Payment
ER – Exceeded Maximum Regulation Payment
Issue: Total claim payment limit reached.
Action: Contact the recovery team.
GST – Incorrect GST Rate
GST – Incorrect GST Rate
Issue: Missing or incorrect GST amount.
Action: Resubmit the invoice with the correct GST rate.
IRI – All Entitlements Suspended
IRI – All Entitlements Suspended
Issue: Injury resolved indicator activated.
Action: Request service approval from the recovery team.
MAX1 – Maximum Services Claimed
MAX1 – Maximum Services Claimed
Issue: Exceeded service limit.
Action: Contact the recovery team for additional approval.
MSD – Multiple Services Same Date
MSD – Multiple Services Same Date
Issue: Duplicate services invoiced for the same date.
Action:
Provide evidence justifying the second service charged on that date.
Ensure your documentation clearly explains why multiple services were necessary for the same client on the same day.
This process helps ACC verify the legitimacy of multiple charges for a single date and ensures compliance with their billing requirements.
NAF – No Approval Found
NAF – No Approval Found
Issue: No prior approval for treatment.
Action: Verify purchase order details and request prior approval.
NCN – Claim Number Not Supplied
NCN – Claim Number Not Supplied
Issue: Missing or incorrect claim number.
Action: Provide the correct claim number.
NOC – ACC45 Not Received
NOC – ACC45 Not Received
Issue: Missing or incorrect ACC45 form.
Action:
Check and submit the correct ACC45 form.
Check the appointment and confirm that the correct ACC claim number is linked to an appointment
Ensure that the ACC claim status is no longer showing as "Draft" or has an error status.
PI – Missing Provider ID
PI – Missing Provider ID
Issue: Provider ID not supplied.
Action: Provide the required provider ID.
PRV2 – Inactive Provider Record
PRV2 – Inactive Provider Record
Issue: Provider record inactive in the system.
Action: Activate the record by contacting ACC on this email: registrations@acc.co.nz
Item is still under warranty
Item is still under warranty
Issue: Hearing loss service item is still under warranty.
Action: Contact the manufacturer or supplier for replacement or repair, as ACC does not cover these costs.
OTH – Customised Information for Payment Advice
OTH – Customised Information for Payment Advice
Issue: Used when no other reason code fits.
Action: Check the pay advice line for specific details about the issue (e.g., GST number missing).
QAC – Confirm Service Code, Invoice Amount, or Quantity
QAC – Confirm Service Code, Invoice Amount, or Quantity
Issue: Dollar amount doesn’t match the quantity invoiced (e.g., claiming two units but billing for one).
Action: Confirm and amend the schedule or reclaim with corrections.
RATE – Incorrect Regulation or Contract Rate
RATE – Incorrect Regulation or Contract Rate
Issue: Service billed at the wrong rate.
Action: Resubmit the invoice with the correct rate.
RTD – Exceeded Treatment Period
RTD – Exceeded Treatment Period
Issue: Maximum period for treatment has expired.
Action: Contact the recovery team for approval of additional treatments.
SBA – Service Date Before Accident Date
SBA – Service Date Before Accident Date
Issue: Service date provided is earlier than the accident date.
Action: Verify and correct the service date.
SC1 – Invalid Service Code
SC1 – Invalid Service Code
Issue: Service code doesn’t match the provided contract.
Action: Correct the contract or service code and re-invoice.
TRV – Travel Declined Without Main Service Approval
TRV – Travel Declined Without Main Service Approval
Issue: Travel charges are declined because the primary service is not approved.
Action: Resolve the issue with the primary service before resubmitting travel charges.
USE-Line paid but use amended claim no. for future billing.
USE-Line paid but use amended claim no. for future billing.
If you have an unreconciled ACC invoice with this error:
When reconciling ACC invoices, Splose auto-matches invoice lines with payments from ACC. If an invoice line is not paid, you can select the correct payment reference to reconcile it, but this will prevent you from re-invoicing for that appointment in the future .
If you need to re-invoice for an appointment (for example, if you invoiced the wrong ACC claim), you can toggle "This item will not be paid" during reconciliation. This reconciles the invoice but allows you to re-invoice for that appointment later.
Once all lines are reconciled and submitted, the invoice status changes to "Reconciled" and can no longer be edited, only viewed.
Status – "Selected for pay/advice"
Status – "Selected for pay/advice"
This status means that this invoice has been processed and is queued for payment from ACC
Declined Claims
If a claim is declined, the reason will be provided in the remittance advice. Common reasons include:
Claim withdrawn by the patient.
Cover criteria not met.
Injury not caused by an accident.
No physical injuries.
Action: Seek reimbursement from the patient or discuss exceptional circumstances with ACC.
Need Help?
Contact ACC
Phone: 0800 222 070 (Mon–Fri, 8am–6pm)
Email: providerhelp@acc.co.nz
Contact splose
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