16 May 2024
Rodney Whitworth
[FYI request #26486 email]
Kia ora Rodney
Your Official Information Act request, reference: GOV-031869
Thank you for your email of 19 April 2024, asking for the following information under the Official
Information Act 1982 (the Act):
policies under the ‘Human Resource Management’ process group
On 5 May, you sent the following email:
What I'am trying to understand is how a Case Manager conduct can breach HIPC Rule 8, six Rights
under the Code, the ACC Employees Code of Conduct, section 17 of the Public Records Act, section
16 of the Public Service Act and if charges were filed the committing an offence under section 24O
of the Crimes Act, for which the Case Manager has not provided a explanation to the action.
Furthermore that ACC have not addressed the serious misconduct and have allowed the Case
Manager to continue to manage claimants.
Based on your email dated 5 May, we have interpreted your request to be for documents relating to the
conduct of ACC staff and the rights of ACC claimants.
A copy of the ACC Code of Conduct and Code of ACC Claimants’ Rights can be viewed on the ACC website
here
: https://www.acc.co.nz/assets/Policy-and-procedure-documents/acc-code-of-conduct.pdf and here:
https://www.acc.co.nz/assets/im-injured/730eea8693/claimant-rights.pdf. Information about what occurs
when the Code of Conduct and the Code of ACC Claimants’ Rights are breached are explained in these
documents, notably through the complaints process.
Clients can make a written or verbal complaint to ACC about the service we have provided, including the
conduct of a staff member. Information on how to make a complaint is available on our website at:
https://www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
Once a complaint is received, ACC fol ows two main processes:
· Assess Written or Escalated Complaint
· Receive and Assess Verbal Complaint
These processes outline the steps to be taken to manage & resolve a complaint. They are available on our
website at
: https://www.acc.co.nz/resources/#/subcategory/294.
ACC also adheres to two main policies:
· Responsibility for managing complaints Policy
· Rules for managing complaints Policy
GOV-031869 Page 1 of 2
These policies outline the expectations and timeframes ACC must fol ow when managing complaints. They
are available on our website at:
https://www.acc.co.nz/resources/#/subcategory/248.
If you have any questions about this response, please get in touch
You can email me a
t [email address].
If you are not happy with this response, you can also contact the Ombudsman via
[email address] or by phoning 0800 802 602. Information about how to make a complaint
is available
at www.ombudsman.parliament.nz.
Ngā mihi
Christopher Johnston
Manager Official Information Act Services
Government Engagement
GOV-
031869 Page 2 of 2
Document Outline
