Dear Accident Compensation Corporation,

In response GOV-028436, you attached a memo from Acting DCE Strategy, Engagement and Planning, to Hon Willie Jackson, Associate Minister for ACC. This memo stated:

2. ACC records and acts on all complaints in a consistent manner, regardless of the channel through which they are received, and all customers receive the same high standard of service.

6. Information recorded by the Customer Resolution Services Team within ACC’s case management system to support with management of complaints (including those from the Minister’s office), includes:...

7. As complaints are captured in one system and managed in a consistent way, complaints data is a valuable resource and regular analysis allows ACC to identify complaint themes, learn from service failings, and make required operational improvements to prevent the likelihood of reoccurrence.

I make my request pursuant to the OIA and the Code.

Request 1: What is the "management system" used for ACC to capture the complaints and manage them in a consistent way? Is this EOS?

Request 2: Please provide me with the list of internal rules, process, regulations, policies and any other documents about:
(a) where ACC complaints are captured,
(b) how complaints are captured in a consistent way by all ACC employees,
(c) how complaints are dealt with in a consistent way, and
(d) how ACC is able to determine whether the complaints are being handled, captured, and dealt with in a consistent way.

Request 3. Please provide me with internal rules, process, regulations, policies and any other documents which detail how customer feedback numbers are generated for any given complaint on any given claim, and documented in the EOS system under the specified claim.

Request 4. Please provide a detailed explanation of the complaints process for the following hypothetical situation.

Jane Doe made a complaint about claim 999-999-9999 under the code. She complained that her entitlements were suspended without notice. She complained that nobody had reviewed her claim prior to suspending entitlements. After reviewing her claim access log, she found more than 50 ACC employees had accessed her information, yet she had only been notified of one person who was managing her claim and ACC did not provide her with the reasons for those employees access, as she had requested, nor did ACC explain why that was the case.

Please provide a detailed explanation of the steps ACC would take, with time frames, to acknowledge the complaint, discuss the complaint with Jane Doe, investigate the complaint, discuss the findings and potential remedies with Jane Doe, and provide her with a final notice.

Please include the specific steps ACC would take during the investigation, as well as how and where this would be documented by ACC.

Thank you.