03 March 2020
David Lawson
[FYI request #12153 email]
Tēnā koe David
Your Official Information Act request, reference: GOV-003600
Thank you for your email of 03 February 2020, asking for information under the Official Information Act
1982 (the Act). We are responding to each question in turn below.
Reviews
1.
Please provide to me the updated figures for the 2018/19 Financial year, the above Table 1 for
both the Remote Claims Unit and the Wel ington Central Branch
Table 1: Number of reviews sent to an external reviewer where the claim is managed by the Remote
Claims Unit or Wel ington Central Branch
Branch
2015/16
2016/17
2017/18
2018/19
Remote Claims Unit
39
36
42
48
Wel ington Central Branch
82
39
79
94
Not all review applications proceed to a formal review hearing as they may be resolved through
discussion, mediation or conciliation. Review applications that are resolved prior to a formal review
hearing are captured in the withdrawn/settled category in Table 2 below.
2.
For each of the financial years at year end please provide the percentage of reviews that had
been completed within that year and were 1) won by the claimant, settled in the claimants
favour, 3) settled in the Corporations favour, and or won by the Corporation Please provide
figures for the Remote Claims Unit and the Wel ington Central Branch separately.
2015/16, 2016/17, 2017/18, 2018/19
Table 2: Review hearing outcomes as a percentage for claims managed in the Remote Claims Unit and
Wellington Central Branch, and for the rest of ACC
Branch
Review outcome
2015/16 2016/17 2017/18 2018/19
In favour of ACC
38%
38%
37%
32%
All others
In favour of clients
16%
18%
19%
18%
Modified
1%
1%
0%
0%
Withdrawn/Settled
45%
43%
44%
50%
In favour of ACC
55%
54%
57%
68%
Remote Claims Unit
In favour of clients
8%
23%
11%
7%
Modified
0%
3%
0%
2%
Withdrawn/Settled
37%
20%
32%
23%
In favour of ACC
82%
67%
56%
66%
Wel ington Central Branch
In favour of clients
5%
5%
18%
15%
Modified
3%
0%
2%
1%
Withdrawn/Settled
10%
28%
24%
18%
The above data is based on the date the review outcome was determined.
GOV-003600
Modified review outcomes occur when a review hearing decision modifies ACC’s initial review hearing
decision. The reviewer can decide to modify ACC’s original decision or parts of the decision subject to
review. Please note that we would need to perform a search of individual claim files to determine what
the modification was.
3.
For each of the financial years at year end please provide the numbers of reviews that the
corporation had appointed legal counsel to represent ACC, please reflect this both numerically as
a total and also as a percentage of all persons at review within each unit at year end.
Please provide figures for the Remote Claims Unit and the Wel ington Central Branch separately.
2015/16, 2016/17, 2017/18, 2018/19
Table 3: Claims that ACC paid legal costs on, following a review application being lodged
Branch grouping
2015/16 2016/17 2017/18 2018/19 2015/16 2016/17 2017/18 2018/19
Number of claims
Percentage of claims
All others
161
211
283
163
2.6%
3.4%
3.8%
2.1%
Remote Claims
Branch
32
31
25
48
80%
79%
68%
86%
Wel ington Central
Branch
52
35
42
71
84%
81%
76%
68%
The above count is by the financial year the review outcome was determined. Reviews without a review
outcome, as at 17 February 2020, have not been included.
Remote Claims Unit
4.
For each of the fol owing financial years please advise the number of persons who remained in
the Remote Claims Unit as at the end of each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 4: Clients in the Remote Claims Unit at the end of each financial year
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Clients in RCU (active on 30 June)
105
146
148
154
156
This table only includes clients with active claims being managed in the Remote Claims Unit (RCU) as at
the last date of each financial year.
5.
For each of the fol owing financial years please advise the total number of persons who had been
transferred into the Remote Claims Unit within each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 5: Number of clients transferred into the Remote Claims Unit by year
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Clients transferred into RCU
126
210
188
206
1,981*
*ACC’s automated streaming of claims, introduced in 2018/19, has resulted in a significant increase in
clients transferred into and out of the RCU and Wellington Central Branch (WCB) during the year, with
the majority of these coming from the Next Generation Case Management (NGCM) stream.
Accident Compensation Corporation
Page 2 of 10
GOV-003600
However, the number of clients remaining in the RCU and WCB at the end of the 2018/19 financial year
has not changed greatly compared to previous years, refer to Table 4.
Every new claim that is transferred to the RCU or WCB queue is manually reviewed to ensure it is
appropriate for management in the RCU or WCB. If it is not appropriate for RCU or WCB management,
the claim is moved to an appropriate unit.
Clients in this table are counted once, regardless of the number of times they are transferred in and out
of the RCU.
6.
For each of the fol owing financial years please advise which unit within ACC each of the persons
who had been transferred into the Remote Claims Unit had been transferred from;
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 6: Units from which clients have been transferred into the Remote Claims Unit
Transferred from
2014/15 2015/16 2016/17 2017/18 2018/19
NGCM
0
0
0
<4
1,926*
Dunedin Registration Centre
73
114
128
158
73
Actioned cases
22
31
19
23
24
RCU Actioned
20
38
13
24
17
Sensitive Claims
6
4
12
12
5
Tauranga Branch
7
10
4
<4
<4
Hawkes Bay Branch
4
5
<4
<4
0
Counties Manukau Branch
0
5
4
<4
<4
Palmerston North Branch
4
5
<4
<4
<4
Christchurch Branch
<4
<4
4
<4
<4
North Harbour Branch
0
<4
6
<4
<4
Hamilton Registration Centre
<4
<4
<4
<4
<4
Henderson Branch
<4
6
<4
0
<4
New Plymouth Branch
<4
5
0
<4
<4
Whangarei Branch
<4
<4
<4
<4
<4
Auckland Branch
<4
<4
<4
<4
<4
Dunedin Branch
<4
<4
<4
<4
0
Hamilton Service Centre
<4
4
<4
0
<4
Hutt Val ey Branch
<4
<4
<4
<4
0
Rotorua Branch
<4
0
<4
<4
<4
Invercargil Branch
<4
<4
<4
<4
0
Wel ington Short Term Claim Centre
0
<4
<4
<4
0
Dunedin Service Centre
<4
<4
<4
0
<4
Porirua Branch
<4
0
<4
0
4
Waikato Branch
<4
<4
<4
<4
0
Treatment Injury
<4
0
<4
0
<4
Wel ington Central Branch
<4
0
<4
<4
<4
Alexandra Branch
<4
<4
<4
0
<4
Northern Short Term Claim Centre
<4
0
0
0
<4
Accident Compensation Corporation
Page 3 of 10
GOV-003600
Transferred from
2014/15 2015/16 2016/17 2017/18 2018/19
Auckland Short Term Claim Centre
<4
<4
<4
0
0
Nelson Branch
0
<4
<4
<4
0
Service Needs Assessment
0
<4
<4
<4
0
Southern Area Short Term Claim Centre
<4
0
0
0
<4
Timaru Branch
<4
<4
0
0
<4
Wanganui Branch
0
<4
0
0
0
Employer Centric Services
0
<4
<4
0
0
Gisborne Branch
<4
0
0
0
<4
Staff Claim Unit
<4
<4
0
0
0
Wel ington Branch
0
<4
<4
0
0
Unknown
<4
0
0
0
0
Elective Services Unit
0
0
<4
0
0
Greymouth Branch
0
0
0
<4
0
Masterton Branch
<4
0
0
0
0
Northern Service Centre 22
<4
0
0
0
0
Clients in this table are counted once for each source unit they have been transferred from. If a client
has been transferred in and out from multiple units, they may appear in the data more than once.
*Please see the explanation provided with Table 5 for the increase in the number of NGCM claims for
2018/19.
7.
For each of the fol owing financial years please advise the total number of persons who had been
transferred out of the remote Remote Claims Unit within each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 7: Number of clients transferred out of the Remote Claims Unit
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Clients transferred out of RCU
102
177
183
205
1,973*
Clients in this table are counted once, regardless of the number of times they are transferred in and out
of the RCU.
*Please see the explanation provided with Table 5 for the increase for 2018/19.
8.
For each of the fol owing financial years please advise where each person moved out of the
Remote Claims Unit was transferred to within ACC, providing also the number claimants per ACC
unit that were transferred out of the Remote Claims Unit as at the end of the financial year.
Where a claimant was exited by the unit but not transferred to another unit within ACC please
advise these numbers as at each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Accident Compensation Corporation
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GOV-003600
Table 8: Units clients have been transferred to
Transferred to from RCU
2014/15 2015/16 2016/17 2017/18 2018/19
Dunedin Registration Centre
13
21
8
12
1,010*
RCU Actioned
87
154
166
187
185
Actioned cases
4
4
<4
<4
481
Hamilton Registration Centre
<4
<4
8
10
337
Wel ington Central Branch
<4
0
<4
<4
<4
Sensitive Claims
<4
0
0
<4
<4
Counties Manukau Branch
0
0
0
<4
<4
Dunedin Branch
0
0
<4
0
<4
Rotorua Branch
0
0
0
<4
<4
Christchurch Branch
0
0
<4
0
0
Dunedin Service Centre
0
0
0
0
<4
Treatment Injury
<4
0
0
0
<4
Auckland Short Term Claim Centre
0
<4
0
0
0
Employer Centric Services
0
0
0
0
<4
Hawkes Bay Branch
0
<4
0
0
0
New Plymouth Branch
0
0
0
<4
0
North Harbour Branch
<4
0
0
0
0
Northern Short Term Claim Centre
0
0
<4
0
0
Service Needs Assessment
<4
0
0
0
0
Wel ington Short Term Claim Centre
0
<4
0
0
0
Whangarei Branch
0
0
<4
0
0
Clients in this table are counted once for each unit they have been transferred to. If a client has been
transferred in and out from multiple units, they may appear in the data more than once.
*Please see the explanation provided with Table 5 for the increase in client numbers for 2018/19.
9.
For each of the fol owing financial years please advise what the average time that each claimant
had remained in the Remote Claims Unit, as at the end of each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 9: Average number of years a client is managed in the Remote Claims Unit
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Average years in RCU
4.25
3.72
4.02
4.44
5.07
This table only includes clients with active claims being managed in the RCU, as at the last date of each
financial year.
10.
For each of the fol owing financial year ends please provide statistics detailing the percentage of
the total number of persons who are within the Remote Claims Unit whom have remained in the
Remote Claims Unit for:
Accident Compensation Corporation
Page 5 of 10
GOV-003600
Under 1 year, Between 1 and 2 years, Between 2 and 3 years, Between 3 and 4 years, Between 4
and 5 years, Between 5 and 6 years, Between 6 and 7 years, Between 7 and 8 years, Between 8
and 9 years, Between 9 and 10 years, Between 10 and 15 years, Between 15 and 20 years,
Between 20 and 25 years, Between 25 and 30 years.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 10: Number of clients managed in the Remote Claims Unit, by the number of years in the
Remote Claims Unit
Years in RCU
2014/15 2015/16 2016/17 2017/18 2018/19
0 to 1 years
38
51
45
29
24
1 to 2 years
9
29
30
30
21
2 to 3 years
4
10
19
27
25
3 to 4 years
11
6
5
15
23
4 to 5 years
7
9
5
6
13
5 to 6 years
8
6
7
5
6
6 to 7 years
4
8
5
8
<4
7 to 8 years
4
4
7
6
7
8 to 9 years
<4
4
<4
6
5
9 to 10 years
5
<4
4
<4
5
10 to 15 years
12
11
8
8
13
15 to 20 years
<4
6
10
11
11
This table only includes clients with active claims being managed in the RCU, as at the last date of each
financial year.
Wel ington Central Branch
11.
For each of the fol owing financial years please advise the number of persons who remained in
the Wel ington Central Branch as at the end of each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 11: Clients with claims remaining in Wel ington Central Branch at the end of each financial year
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Clients remaining in WCB
20
33
60
72
83
The WCB was established in the 2014/15 financial year. This table only includes clients with active claims
being managed in the WCB, as at the last date of each financial year.
12.
For each of the fol owing financial years please advise the total number of persons who had been
transferred into the remote Wel ington Central Branch within each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 12: Number of clients transferred into Wel ington Central Branch
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Clients transferred into WCB
22
45
71
73
107*
Accident Compensation Corporation
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GOV-003600
Please see the explanation provided with Table 5 for the increase in clients transferred to the RCU in the
2018/19 financial year. A similar situation has occurred for WCB clients.
13.
For each of the fol owing financial years please advise which unit within ACC each of the persons
who had been transferred into the Wel ington Central Branch had been transferred from;
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 13: Units from which clients have been transferred into Wel ington Central Branch
Transferred from
2014/15 2015/16 2016/17 2017/18 2018/19
Dunedin Registration Centre
<4
16
18
25
10
NGCM
0
0
0
<4
62*
Actioned cases
0
8
9
10
8
Sensitive Claims
0
0
<4
5
7
Christchurch Branch
<4
<4
4
4
<4
Wel ington Short Term Claim Centre
0
0
7
<4
4
Hutt Val ey Branch
0
<4
5
<4
<4
Service Needs Assessment
0
<4
0
5
5
Wel ington Branch
<4
<4
<4
4
<4
Tauranga Branch
0
<4
<4
<4
<4
Nelson Branch
4
0
0
4
<4
Auckland Branch
<4
<4
<4
<4
<4
Counties Manukau Branch
<4
<4
<4
<4
<4
Dunedin Service Centre
0
<4
<4
<4
<4
Porirua Branch
<4
<4
<4
<4
<4
Hawkes Bay Branch
<4
<4
<4
0
0
Palmerston North Branch
0
<4
<4
<4
<4
Remote Claims Branch
<4
0
<4
<4
<4
WCB Actioned
0
0
0
0
6
Hamilton Service Centre
0
<4
<4
<4
0
New Plymouth Branch
<4
0
<4
<4
<4
North Harbour Branch
<4
<4
0
0
<4
Timaru Branch
0
<4
<4
0
<4
Treatment Injury
0
<4
<4
<4
0
Waikato Branch
4
0
<4
0
0
Dunedin Branch
0
0
<4
<4
<4
Rotorua Branch
0
0
<4
<4
<4
Hamilton Registration Centre
0
0
0
<4
<4
Henderson Branch
<4
<4
<4
0
0
Alexandra Branch
0
0
<4
0
<4
Gisborne Branch
0
0
<4
<4
0
Southern Area Short Term Claim Centre
0
<4
0
0
<4
Wanganui Branch
0
0
0
<4
<4
Wel NZ Limited
0
<4
0
0
<4
Invercargil Branch
0
0
<4
0
0
Accident Compensation Corporation
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GOV-003600
Transferred from
2014/15 2015/16 2016/17 2017/18 2018/19
Masterton Branch
0
<4
0
0
0
Northern Short Term Claim Centre
0
0
0
0
<4
RCU Actioned
0
0
0
<4
0
Staff Claim Unit
0
0
0
<4
0
Third Party Administrator Support
0
0
0
<4
0
Whakatane Branch
0
0
0
<4
0
Clients in this table are counted once for each source unit they have been transferred from. If a client
has been transferred in and out from multiple units, they may appear in the data more than once.
*Please see the explanation provided with Table 5 for the increase in NGCM claims for 2018/19.
14.
For each of the fol owing financial years please advise the total number of persons who had been
transferred out of the remote Wel ington Central Branch within each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 14: Number of clients transferred out of Wel ington Central Branch
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Clients transferred out of WCB
5
33
50
63
104*
Clients in this table are counted once, regardless of the number of times they are transferred in and out
of the WCB.
*Please see the explanation provided with Table 5 for the increase in client numbers for 2018/19.
15.
For each of the fol owing financial years please advise where each person moved out of the
Wel ington Central Branch was transferred to within ACC, providing also the number claimants
per ACC unit that were transferred out of the Wel ington Central Branch as at the end of the
financial year. Where a claimant was exited by the unit but not transferred to another unit
within ACC please advise these numbers as at each financial year
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 15: Units clients transferred to
Transferred to from WCB
2014/15 2015/16 2016/17 2017/18 2018/19
WCB Actioned
<4
17
31
37
59
Wel ington Branch
0
8
16
18
33
Wel ington Short Term Claim Centre
<4
4
0
<4
6
Actioned cases
0
<4
0
0
<4
Dunedin Service Centre
0
0
<4
<4
<4
Remote Claims Branch
<4
0
<4
<4
<4
Treatment Injury
0
0
0
0
<4
Hutt Val ey Branch
0
<4
0
0
<4
Wanganui Branch
0
0
0
<4
0
Dunedin Branch
0
0
0
<4
0
Dunedin Registration Centre
0
0
0
0
<4
Accident Compensation Corporation
Page 8 of 10
GOV-003600
Transferred to
2014/15 2015/16 2016/17 2017/18 2018/19
Hamilton Service Centre
0
0
0
<4
0
North Harbour Branch
0
0
0
0
<4
Sensitive Claims
0
0
<4
0
0
Third Party Administrator Support
0
0
0
<4
0
Clients in this table are counted once for each unit they have been transferred to. If a client has been
transferred in and out from multiple units, they may appear in the data more than once.
16.
For each of the fol owing financial years please advise what the average time that each claimant
had remained in the Wel ington Central Branch, as at the end of each financial year.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 16: Average number of years a client is managed in Wel ington Central Branch
Financial year
2014/15 2015/16 2016/17 2017/18 2018/19
Average years in WCB
0.10
0.85
1.20
1.76
2.20
The WCB was established in the 2014/15 financial year. As a result, no clients currently managed in the
WCB have been there for more than five years.
This table only includes clients with active claims being managed in the WCB, as at the last date of each
financial year.
17.
For each of the fol owing financial year ends please provide statistics detailing the percentage of
the total number of persons who are within the Wel ington Central Branch whom have remained
in the Wel ington Central Branch for:
Under 1 year, Between 1 and 2 years, Between 2 and 3 years, Between 3 and 4 years, Between 4
and 5 years, Between 5 and 6 years, Between 6 and 7 years, Between 7 and 8 years, Between 8
and 9 years.
2014/15, 2015/16, 2016/17, 2017/18, 2018/19
Table 17: Number of clients managed in Wel ington Central Branch, by the number of years in
Wel ington Central Branch
Years in WCB
2014/15 2015/16 2016/17 2017/18 2018/19
0 to 1 years
20
14
32
21
21
1 to 2 years
19
12
26
19
2 to 3 years
16
10
21
3 to 4 years
15
10
4 to 5 years
12
No clients currently managed in the WCB have been there for more than five years. This table only
includes clients with active claims being managed in the WCB, as at the last date of each financial year.
Notes on the data provided
The data was extracted on 17 February and may differ if run at a later date. It is provided in financial
years, a financial year being 1 July to the fol owing 30 June.
Accident Compensation Corporation
Page 9 of 10
GOV-003600
ACC takes privacy seriously
ACC does not general y disclose data on claims where the number is fewer than four. Accordingly, in the
data provided we have used <4 where the claim count is between one and three. This limits the
potential for particular individuals or matters specific to certain individuals being identified. This
decision is made under section 9(2)(a) of the Act. In doing so, we have considered the public interest in
making the information available and have determined that it does not outweigh the need to protect
the privacy of these individuals.
18.
Please advise what external government and or independent agencies have audited the
Wel ington Central Branch and the Remote Claims Unit for compliance with the Bil of Right Act
1990 in the treatment of their clients and their clients timely eligibility to have access to the
covers and entitlements offered to them within the timeframes permitted by the ACC Act 2001,
and the Human Rights Act 1993 and the Code of Health and Disability Consumers Rights
Regulations 1996.
Please advise how many times since each branch/unit was incepted they have been audited, and
the years and month that each audit occurred ad who the oversite agency was.
No external government or independent agencies have audited the RCU or WCB for compliance with the
Bil of Rights Act 1990, Accident Compensation Act 2001, Human Rights Act 1993 or the Health and
Disability Commissioner (Code of Health and Disability Services Consumers’ Rights) Regulations 1996.
How to get in touch
If you have any questions, you can email me at
[email address].
If you are not happy with this response, you have the right to make a complaint to the Ombudsman.
Information about how to do this is available at
www.ombudsman.parliament.nz or by phoning 0800
802 602.
Nāku iti noa, nā
Sasha Wood
Acting Manager Official Information Act Services
Government Engagement & Support
Accident Compensation Corporation
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