GOV-026875 Appendix
Communication Plan Policy v2.0
Summary
PROCESS
Implement a Communication Plan
Objective
Effective communication between ACC staff and clients is
3.0 Types of Restrictions
essential to creating productive relationships and enabling ACC
a The restrictions that can be placed on a client are the
to better support clients. However, at times communication be-
same as those outlined by the Ombudsman in Managing
tween ACC staff and clients breaks down.
unreasonable complainant conduct practice manual.
They include:
If the client’s behaviour or communication is unreasonable,
• who the client can have contact with
it may be appropriate to introduce a communication plan to
• what they can raise with the agency (ACC)
manage the behaviour.
• when they can have contact
• where they can make contact, and
Background
• how they can make contact.
This communication plan policy applies to all ACC staff who
have contact with clients. This includes staff and clients in Te
Ara Tika and the Remote Claims Unit.
b The restriction options can be found here.
Communication Plans - Types of Communication
1) Non-effective communication
Restrictions
2) Criteria for implementing a communication plan
3) Type of Restrictions
c For more information refer to the Managing unreasonable
4) Reviewing the communication plan
complainant conduct practice manual.
5) Code of Claimant’s Rights
Managing unreasonable complainant conduct
https://www.ombudsman.parliament.nz/sites/default/files/2019-03/managing_unreasonable_complainant_conduct_manual_october_2012.pdf
[Out of Scope]
Owner
4.0 Reviewing the communication plan
Expert
a Restrictions placed on a client must be reviewed every
six months, at a minimum, to see if they are still appro-
Policy
priate.
1.0 Non-effective Communication
b Authorised managers are responsible for determining:
a Non-effective communication is defined as, “behaviour by
• if the restrictions should be retained
a current or former complainant which, because of its
• if the restrictions should be removed, or
nature or frequency, raises substantial health, safety, re-
• whether new restrictions should be added.
source or equity issues for the parties to a complaint.”
NOTE What to do if new restrictions need to be
This behaviour can fall into five broad categories relating
added after reviewing the plan?
to:
If the client starts introducing a new form of
• persistence
behaviour or non-effective communication, they
• demands
have not previously displayed, then at least two
• lack of co-operation
written warnings must be issued before a new
• arguments
restriction is added to the Communication Plan.
• overall behaviour.
However, if the client continues to display the
same type of behaviour or non-effective commu-
nication and the current restriction is not having
2.0 Criteria for implementing a communication plan
the desired effect then a new restriction can be
a
added without issuing warnings.
If a client exhibits the above behaviour a communication
plan may be appropriate.
b All the following criteria must be fulfilled before a commu-
PROCESS
Review a Communication Plan
nication plan is implemented:
• The client exhibits behaviour or non-effective commu-
nication that must be managed because of the
excessive demands it places on staff, time, or resources,
5.0 Code of Claimants Rights
or it poses health and safety risks.
a Whether a client is on a communication plan or not
• The client has been given two or more written warnings
clients have rights under the Code of Claimants Rights.
(with the warnings outlining the type of non-
The following are the rights held by claimants relevant to
effective communication displayed, when it occurred,
communications plans; ACC must adhere to these when
expectations going forward, and the restrictions
communicating with clients:
that could be placed on the client if there is no change in
• Right 1 – you have the right to be treated with dignity
their communication).
and respect.
• Authorisation from a manager (Client Service Leader or
• Right 2 – you have the right to be treated fairly, and to
other equivalent level manager; or Te Ara Tika
have your views considered.
Team Leader and RCU Leader) approving the implemen-
• Right 5 – you have the right to effective communication.
tation of a communication plan.
• Right 6 – you have the right to be fully informed.
• Right 8 – you have the right to complain.
ACC > Claims Management > Manage Claims > Operational Policies > Managing Claims at ACC > Claim management > Communication Plan Policy
Uncontrolled Copy Only : Version 2.0 : Last Edited Tuesday, July 11, 2023 10:19 AM : Printed Thursday, 10 August 2023 7:08 AM
Page 1 of 2
GOV-026875 Appendix
Code of ACC Claimants’ Rights
https://www.legislation.govt.nz/regulation/public/2002/0390/latest/DLM173115.html
ACC > Claims Management > Manage Claims > Operational Policies > Managing Claims at ACC > Claim management > Communication Plan Policy
Uncontrolled Copy Only : Version 2.0 : Last Edited Tuesday, July 11, 2023 10:19 AM : Printed Thursday, 10 August 2023 7:08 AM
Page 2 of 2
GOV-026875 Appendix
012101341ÿ6781
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GOV-026875 Appendix
Communication using email Policy v14.0
Summary
3.0 Response timeframes
a We're committed to providing a high standard of cus-
Objective
tomer service at all times. Our clients can expect that
Email is needed in everyday working life and ACC recog-
we'll answer their emails in a timely manner.
nises that it is the preferred method of communication for most
clients, providers and employers. Our rules for email commu-
Our customer service standards state that:
nication are outlined in this policy, including response time-
frames and the types of information we'll accept by email.
• we must respond to all emails within 48 hours
• we encourage clients, providers and employers who
Owner
[Out of Scope]
communicate with us via email to correspond with a
group email address, which is always monitored to
Expert
ensure we respond within the required timeframe
Policy
• if using an individual email account to communicate with
clients, providers or employers, staff must ensure that the
1.0 Agreement to use email as the preferred
email address has been verified and all external email
communication method
correspondence is actioned within these timeframes,
regardless of whether or not the staff member is in the
a Those who wish to communicate with us via email must:
office.
• agree that email is their preferred method of commu-
nication
• provide one preferrred email address contact, ie both
work and home email addresses cannot be accepted for
4.0 Receiving emails from clients, providers and
clients.
employers
• respond to a verification email to ensure we have the
a While we can control the emails we send to people, we
correct version of their email address
don't have the same control over the emails we receive.
• be aware that unverified email addresses cannot be
We trust most providers and employers to be careful
used to send out claim information
about the information they send in their emails. They
• be aware that if a claim has been inactive the email ad-
have duties to their patients or employees and can face
dress recorded for the claim must be re-verified.
disciplinary action from external bodies for breaches of
NOTE Verifying an email address
privacy.
When verifying a client's email address you must
use the template in Eos.
• If you receive an attached document that is not a PDF,
tell the sender we prefer to receive documents in PDF
Email verfication
format, or any other uneditable format, if possible
• If you have any doubt regarding the authenticity of an
2.0 Is email the best form of communication?
email, do not open it.
a Use email for quick and clear communication. Don’t use
email to vent or try to resolve problems. Information
comes across well in email, emotions do not. If you have
a problem, pick up the phone and speak directly to the
person involved.
NOTE Example
You receive an email from a client with a number
of questions on the same topic. It's quicker and
easier to call the client so you can answer all
their questions at once.
Receiving emails from clients, providers and
employers.PNG
5.0 Providers using personal email addresses
a If a provider chooses to use their personal email address
to communicate with us, we consider that address as the
official provider email address. This address must be
verified before responding to any emails.
Documents and reports that we send to providers are
considered to be health information under the Health
Information Privacy Code 2020 (the Code). Providers
must adhere to the Code and are therefore responsible
for the safe and secure storage of any health information
we send them.
ACC > Claims Management > Manage Client Information > Operational Policies > Communication > Email > Communication using email Policy
Uncontrolled Copy Only : Version 14.0 : Last Edited Wednesday, March 8, 2023 10:34 AM : Printed Thursday, 10 August 2023 7:10 AM
Page 1 of 2
GOV-026875 Appendix
6.0 Internal emails relating to clients
a Avoid sending internal emails about clients. If you need to
send any correspondence about a client and their claim
to another internal staff member, use an Eos 'General
Task'.
7.0 Storage of emails in core systems
a Store all emails related to claims or clients on the appro-
priate Eos claim or party record.
b Store all emails related to business customer on the
appropriate Juno CRM account interactions.
c Communication with some specialist teams (such as Pri-
vacy, Government Services, Integrity Services) do not re-
quire emails to be stored on Eos.
See Process "When to save emails in Eos"
PROCESS
When to save emails in Eos Policy
ACC > Claims Management > Manage Client Information > Operational Policies > Communication > Email > Communication using email Policy
Uncontrolled Copy Only : Version 14.0 : Last Edited Wednesday, March 8, 2023 10:34 AM : Printed Thursday, 10 August 2023 7:10 AM
Page 2 of 2
Document Outline
