ACC Customer Resolutions
Bridget Morison made this Official Information request to Accident Compensation Corporation
The request was partially successful.
From: Bridget Morison
Dear Accident Compensation Corporation,
Please provide information about:
1) the purpose of Customer Resolutions team and who they are responsible to,
2) how ratings are given for complaints/concerns made to Customer Resolutions and what they mean,
3) guidelines and policy used in handling complaints/concerns,
4) if not clearly included in the information above, the recommended or required timeframes in acknowledging or effectively dealing with those complaints. When I use the word 'effectively' I am doing so from the confirmed perspective of a complainant,
5) how it is determined that a complaint has been effectively resolved from the perspective of the complainant,
6) who deals with complaints about ACC staff and how is this achieved (if not covered above),
7) Staff Code of Conduct policy, guidelines and agreements,
8) what options are available to a complainant when Customer Resolutions is not effective, objective or impartial per your response to a request on 14 June 2017 (Request title: Office of the Complaints Investigator (OCI) (Funding))
Thank you for your time. :)
Yours faithfully,
Bridget Morison
From: Government Services
Accident Compensation Corporation
Kia ora Bridget,
Thank you for your email of 04 September 2019.
We will endeavour to respond to your request as soon as possible and in
any event no later than 20 working days after the day your request was
received.
If we are unable to respond to your request by then, we will notify you of
an extension. If you have any questions, we are happy to work with you to
resolve them.
We can be contacted via email at [email address].
Ngâ mihi
Emma Coats, Manager OIA Services, ACC
ACC cares about the environment – please don’t print this email
unless it is really necessary. Thank you.
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From: Government Services
Accident Compensation Corporation
Kia ora Bridget
Please find attached our response to your official information request
dated 04 September 2019. 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/ alternatively 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
Emma Coats, Manager OIA Services, ACC
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
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2. https://www.acc.co.nz/contact/
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