ACC Tracking of Complaints and Determination of Numbers of Complaints

Anon made this Official Information request to Accident Compensation Corporation

The request was partially successful.

From: Anon

Dear Accident Compensation Corporation,

This is a request for information on how ACC determines and calculates the numbers of complaints.

In 2014, the Auditor-General criticised ACC for failing to have robust and transparent complaints processes, which led to under-reporting of complaints and inability to determine the true cost of complaints. It was noted "Recording information incompletely and inaccurately could undermine trust and confidence in the publicly reported numbers of complaints used to show progress towards ACC's target."

In 2014, the Auditor-General recommended ACC:
"define, record, and respond to complaints appropriately and consistently throughout the organisation" and "measure, monitor, and report on performance in handling complaints, including financial costs, complainant satisfaction, and the implementation of remedies."

I am requesting the documents which show how ACC:
- defines, records, and responds to complaints appropriately and consistently throughout the organisation; and
- measures, monitors, and report on performance in handling complaints, including financial costs, complainant satisfaction, and the implementation of remedies.

ACC has some very straightforward and reasonable complaints process. However, not all ACC employees follow those processes. For instance, there are times when ACC employees do not acknowledge complaints, do not record the complaints properly, do not issue a complaint decision, or fail to include review rights (like use the wrong template letter), etc. Such behaviours will lead to under-reporting of complaints, and undermine the purpose of the policies and processes.

Please provide me with the information on the steps a complainant can take to escalate a complaint which is not being handled fairly. That is information which details to whom and where a claimant is to lodge a complaint about the services provided (or lack of services provided) by the complaints team. Clearly, the complaints team cannot evaluate and investigate a complaint against themselves, because it couldn't possibly be unbiased.

Ta,
An

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

Government Engagement Team

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation


Attachment GOV 028436 Attachment.pdf
675K Download View as HTML

Attachment GOV 028436 Response.pdf
326K Download View as HTML


Kia ora Anon
Please find attached our response to your official information request
dated 17 October 2023. If you have any questions about the response you
can contact us at this [1]address, for all other matters please use our
contact form at: [2]https://www.acc.co.nz/contact/ alternati... give us a
call on 0800 101 996.
If you are having trouble viewing the PDF, please ensure you have the
latest version of Adobe Acrobat Reader. To download this freeware please
click [3]here. 
Ngâ mihi

Sara Freitag (she/her)
Acting Manager | OIA Services

' 027 973 7330
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/

Link to this

From: Anon

Dear Government Services,

Thank you for your response; however it was either incomplete or inaccurate. You have not provided any information on how to escalate a complaint beyond the complaints team.

- Emails to [email address] are routed to the Complaints team - or resolution specialists.
- Phone calls to ACC about complaints are routed to the Complaints team, or resolution specialists.
- Complaints about resolution specialists are sent to the Complaints team, or back to resolution specialists.

In your response, and on the Website, there is no information on how to have a complaint about the Complaints team escalated to an independent person.

Internal correspondence, and EOS, show that Complaints under the Code and about Services are not investigated by resolution specialists, but are referred back to the team in which the complaints are about. It is the team that was complained about that writes the response, which the Resolution Specialist signs and sends back to the claimant. This is clearly inconsistent with ACC's policies and the Code, which makes it an obligation that complaints are investigated by independent parties. and thus not investigated by an independent team.

In order to take a matter for review, ACC must first issue a decision about a complaint. However, it is my experience that ACC does not always comply with this legislative requirement. Once a person requests a review, ACC is legally obliged to start attempt to resolve the issue then ensure a review takes place, in a manner consistent with the Code. However, it has been my experience that either ACC does not follow the their internal review processes and polices, and sometimes fails to initial a review as required under the Act. When that occurs, ACC is required to issue a notice of a deemed decision in favour of the claimant, however, it has been my experience that ACC does not meet this legislative requirement either. In my experience, I then complain, which results in no action by ACC.

Thus, I again request the contact information as to where to escalate complaint beyond ACC's Restitution Services staff, without triggering a "communication plan" by ACC.

An

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

Government Engagement Team

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora Anon
 
Thank you for your follow-up request. 
 
For information about how to make a complaint, we refer you to our
website: [1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
For information about how complaints are managed, we refer you to the ACC
policies published: [2]www.acc.co.nz/resources/#/category14. 
 
If you are unhappy with a response you have received, you can contact the
Ombudsman via [3][email address] or by phoning 0800 802 602.
Information about how to make a complaint is available at
[4]www.ombudsman.parliament.nz.
 
Ngā mihi

Sara Freitag (she/her)
Manager | OIA Services

' 027 973 7330
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
 
 
 
------------------- Original Message

show quoted sections

Please use this email address for all replies to this request:
[FOI #24458 email]

Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[9]https://aus01.safelinks.protection.outlo...

If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.

-------------------------------------------------------------------

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

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1. mailto:[email address]
2. mailto:[email address]
3. mailto:[email address]
4. http://www.ombudsman.parliament.nz/
5. https://aka.ms/LearnAboutSenderIdentific...
6. mailto:[email
7. https://www.acc.co.nz/contact/
8. https://get.adobe.com/nz/reader/
9. https://fyi.org.nz/help/officers

Link to this

From: Anon

Dear Government Services,

You have nor responded to my question. I again request the contact information as to where to escalate complaint beyond ACC's Restitution Services staff, without triggering a "communication plan" by ACC.

Yours sincerely,

An

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

Government Engagement Team

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation

http://www.ombudsman.parliament.nz/conta...

Sara Freitag (she/her)
Manager OIA Services
 027 973 7330
PO Box 242, Wellington 6011

show quoted sections

Link to this

From: Anon

Dear Government Services,

This is an official complaint. You still have nor responded to my question. I again request the contact information as to where to escalate complaint beyond ACC's Restitution Services staff, without triggering a "communication plan" by ACC.

Yours sincerely,

An

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. You can check the [1]Ombudsman OIA
response calculator to find when your request for official information
will be due.

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora Anon
 
Thank you for your follow-up request. 
 
As advised in our response of 14 November 2023 (ref: GOV-028436), ACC has
a peer review team which acts as safeguarding mechanism for investigations
if the complaint is about Resolution Services. This is not an escalation
point, nor are people who have made complaints able to contact this team
directly. 
 
For further information about making a complaint, please refer to ACC's
website: [1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/. If
someone has made reasonable efforts to resolve their complaint with ACC
directly, and they are still not satisfied, they may be able to approach
one of the following organisations:

o If the complaint is relating to privacy, they can contact the Office
of the Privacy Commissioner.
o If the complaint is relating to service or unfair treatment, they can
contact the Office of the Ombudsman

If the complaint was investigated under the Code of Claimants’ Rights, the
complainant can apply for a review about our decision. If we are unable to
resolve the matter internally, an external independent reviewer will be
appointed. More information about reviews can be found
here: [2]www.acc.co.nz/im-injured/resolve-an-issue/request-an-independent-review/. 
 
Ngā mihi
 
Christopher Johnston (he/him)
Manager | OIA Services
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
unless it is really necessary. Thank you.​
 
 

show quoted sections

Link to this

From: Anon

Dear Government Services,

To avoid any doubt, my complaint is pursuant to the Code. Please respond to my complaint via FYI.org.nz

Yours sincerely,

Anon

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. You can check the [1]Ombudsman OIA
response calculator to find when your request for official information
will be due.

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora Anon

Thank you for your email.

The Code of Claimants' Rights (the Code) outlines ACC's legislative
responsibility to provide the highest practicable standard of service and
fairness to clients. It outlines our responsibilities, service,
communication, behaviour and obligations when dealing with client
problems, concerns or complaints.

In accordance with Part 5, section 28 of the Official Information Act, the
Ombudsman is the appropriate channel for complaints about OIA responses.
We have previously provided you information on how to contact them.
However, if you wish to make a complaint under the Code, please visit:
[1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.

Nga mihi

Christopher Johnston (he/him)
Manager | OIA Services

* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
 
 

show quoted sections

Link to this

From: Anon

Dear Government Services,
The Code of ACC's claimants rights includes ACC's obligations to provide claimants with accurate and honest answers to their questions - right 5.

The OIA provides one other way of trying to address issues with ACC; however, ACC is still bound by the Code, Thus, I ask for ACC to deal with my complaint under the Code.

An

Link to this

From: Anon

Dear Government Services,
The Code of ACC's claimants rights includes ACC's obligations to provide claimants with accurate and honest answers to their questions - right 5.

The OIA provides one other way of trying to address issues with ACC; however, ACC is still bound by the Code, Thus, I ask for ACC to deal with my complaint under the Code.

An

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. You can check the [1]Ombudsman OIA
response calculator to find when your request for official information
will be due.

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora

 

Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.

 

We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. You can check the [1]Ombudsman OIA
response calculator to find when your request for official information
will be due.

 

In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.

 

The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.

 

Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.

 

Ngâ mihi,

 

Government Engagement, ACC

' 0800 101 996
* Box 242, Wellington 6011

[6]www.acc.co.nz

 

 

Disclaimer:

"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."

References

Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora Anon

To make a complaint under the Code of Claimants’ Rights (the Code), please
follow the instructions at:
[1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
To make a complaint to the Ombudsman, please follow the instructions at:
[2]www.ombudsman.parliament.nz/what-ombudsman-can-help/complaints-about-government-agencies/how-make-complaint.

Ngâ mihi

Christopher Johnston (he/him)
Manager | OIA Services

* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
 
 

show quoted sections

Link to this

From: Government Services
Accident Compensation Corporation

Kia ora Anon

To make a complaint under the Code of Claimants’ Rights (the Code), please
follow the instructions at:
[1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
To make a complaint to the Ombudsman, please follow the instructions at:
[2]www.ombudsman.parliament.nz/what-ombudsman-can-help/complaints-about-government-agencies/how-make-complaint.

Ngâ mihi

Christopher Johnston (he/him)
Manager | OIA Services

* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
 
 

show quoted sections

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Things to do with this request

Anyone:
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