19 December 2023
Paul White
[FYI request #25154 email] Kia ora Paul
Your Official Information Act request, reference: GOV-029565
Thank you for your request of 13 December 2023, asking for information about what qualifies as severity
two and three complaints under the Official Information Act 1982 (the Act). Please find the official
definitions below.
Severity two complaints
A material service failure, scheme, legal or operational policy breach has been identified. The impact of the
service failing, or breach has put the customer(s) privacy, health and safety at risk, and/or caused material
hardship.
Severity three complaints
A material service failure, scheme, legal or operational policy breach has been identified. The impact of the
service failing, or breach was significant, putting the customer(s) privacy, health and safety at risk, and/or
caused material hardship. It also has the potential to put the organisation’s reputation, public trust and
confidence at risk.
As this information may be of interest to other members of the public
ACC may decide to release a copy of this response on ACC’s website. All requester data, including your
name and contact details, will be removed prior to release. The released response will be made available
www.acc.co.nz/resources/#/category/12. If you have any questions about this response, please get in touch
You can email me at
[email address]. Ngā mihi
Sara Freitag
Manager, Official Information Act Services
Government Engagement
GOV-029565 Page 1 of 1
Document Outline
