ICT - Email Services
Rodney Whitworth made this Official Information request to Accident Compensation Corporation
The request was partially successful.
From: Rodney Whitworth
Dear Accident Compensation Corporation,
Dear Accident Compensation Corporation,
Currently ACC contract ICT services from Datacom, which includes ACC’s email services.
1).I would like to request a copy of the policy and procedures relating emails ACC receive.
2). Please include where ACC Security Adviser will instruct Datacom that All emails received from a specific address are Redirected to a single email address at ACC.
3). When ACC decide to Redirect emails as above, The policy and procedures to inform the sender of the emails that ACC have implemented these Alternative Services.
4). Any other documents which fall within the scope of 2 & 3 above.
Yours faithfully,
Rodney Whitworth
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
Depending on the nature of your request you may not receive an official
response for up to 20 working days. We will try to respond your query as
quickly as possible.
Our [1]website provides up to date news and information about our work.
You can also follow us on [2]Facebook and [3]Twitter. Further information
about how to contact us is also available [4]here.
Ngā mihi
OIA Services Team
OIA Services, ACC
Tel. 0800 101 996
ACC / OIA Services 2385 / Justice Centre - Level 7
PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz
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
1. https://www.acc.co.nz/
2. https://www.facebook.com/ACCNewZealand/
3. https://twitter.com/accnz?lang=en
4. https://www.acc.co.nz/contact/
5. http://www.acc.co.nz/
From: Rodney Whitworth
Dear Government Services,
Could i please have the information that i have request or the grounds for which it is being withheld.
Yours sincerely,
Rodney Whitworth
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
Depending on the nature of your request you may not receive an official
response for up to 20 working days. We will try to respond your query as
quickly as possible.
Our [1]website provides up to date news and information about our work.
You can also follow us on [2]Facebook and [3]Twitter. Further information
about how to contact us is also available [4]here.
Ngā mihi
OIA Services Team
OIA Services, ACC
Tel. 0800 101 996
ACC / OIA Services 2385 / Justice Centre - Level 7
PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz
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
1. https://www.acc.co.nz/
2. https://www.facebook.com/ACCNewZealand/
3. https://twitter.com/accnz?lang=en
4. https://www.acc.co.nz/contact/
5. http://www.acc.co.nz/
From: Government Services
Accident Compensation Corporation
Appendix 1.pdf
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Appendix 2.pdf
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GOV 005246 RESPONSE.pdf
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Kia ora Rodney
Please find attached our response to your official information request
dated 09 June 2020. 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
Sasha Wood, 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
1. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/
From: Rodney Whitworth
Dear Sasha,
Thank you for your response and the information which you provided.
I have concerns that information has been withheld, misunderstood as follows;
1. In the OIA request: No.2 relates to the process the ACC Security Adviser follows when instructing ICT provider to implement or remove the redirect, this clearly wouldn't fall under the Communication Plan.
2. You advise there is no formal policy or process for communication plans, therefore there is no process to consider when ACC are ask to review there administrative decision to implement a communication plan.
3. What guidance is given to the Branch Manager or Client Services Leader when considering the communication plan.
4. You have mis-interpreted my request that a communication plan had been in place, to clarify i would like the process and policies when the person is not on a plan, including withholding these actions.
I have reviewed the following documents, which makes no mention or reference to redirection of emails;
- ACC "Guidelines for Making a Client Management Recommendations" and associated sections.
- Accident Compensation Act 2001
- Injury Prevention, Rehabilitation, and Compensation (Code of ACC Claimants' Rights) Notice 2002
- ACC Customer Resolutions Best Practices Guide 2018, part 8. Unreasonable customer conduct
- Ombudsman - Managing unreasonable complainant conduct October 2012:
Chapter 18 – Modifying or restricting access to services: A management responsibility:
Decisions to modify or restrict a complainant’s ability to access services are management responsibilities and should always be approved by a CEO (or a senior delegate). They should also be made with the greatest reluctance after careful consideration of factors like the complainant’s personal circumstances and, where relevant, the role a case officer or organisation has played in exacerbating the unreasonable conduct.
Public interest considerations for withdrawing access to services
We strongly encourage any organisation that is considering withdrawing a complainant’s access to their services, to do so with the following public interest considerations in mind:
• In the absence of very good reasons to the contrary members of the public have a right to access agencies to seek advice, help or the services the agency provides.
• In a democracy people have a right to complain. Criticism and complaints are a legitimate and necessary part of the relationship between agencies and their customers or communities, and may be dynamic forces for improvement within agencies.
• Nobody, no matter how much time and effort is taken up in responding to their complaints or concerns should be unconditionally deprived of the right to raise those concerns and have them addressed.
- Auditor General - Accident Compensation Corporation: How it deals with complaints 2014.
Please note: currently in a private social media post is an ACC communication to a claimant, it admits that ACC Security Advisor and there reference numbers for instructing the implemention, amending and removing the redirect. The reference numbers are seven digits, ie 102xxxx to 110xxxx. I do not feel its appropriate to publish any further information relating to this correspondence.
i believe this meets a Public Interest consideration and therefore please provide the information in points 2 & 3 of my Offical Information request of 10 June 2020.
Yours sincerely,
Rodney Whitworth
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
Depending on the nature of your request you may not receive an official
response for up to 20 working days. We will try to respond your query as
quickly as possible.
Our [1]website provides up to date news and information about our work.
You can also follow us on [2]Facebook and [3]Twitter. Further information
about how to contact us is also available [4]here.
Ngā mihi
OIA Services Team
OIA Services, ACC
Tel. 0800 101 996
ACC / OIA Services 2385 / Justice Centre - Level 7
PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz
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
1. https://www.acc.co.nz/
2. https://www.facebook.com/ACCNewZealand/
3. https://twitter.com/accnz?lang=en
4. https://www.acc.co.nz/contact/
5. http://www.acc.co.nz/
From: Rodney Whitworth
Dear Sasha,
Iam following up on my OIA request of 9 June 2020 which now includes a clarification of my request 8 July 2020.
Yours sincerely,
Rodney Whitworth
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
Depending on the nature of your request you may not receive an official
response for up to 20 working days. We will try to respond your query as
quickly as possible.
Our [1]website provides up to date news and information about our work.
You can also follow us on [2]Facebook and [3]Twitter. Further information
about how to contact us is also available [4]here.
Ngā mihi
OIA Services Team
OIA Services, ACC
Tel. 0800 101 996
ACC / OIA Services 2385 / Justice Centre - Level 7
PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz
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
1. https://www.acc.co.nz/
2. https://www.facebook.com/ACCNewZealand/
3. https://twitter.com/accnz?lang=en
4. https://www.acc.co.nz/contact/
5. http://www.acc.co.nz/
From: Government Services
Accident Compensation Corporation
Kia ora Rodney
Please find attached our response to your official information request
dated 08 July 2020. 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
Sasha Wood, 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
1. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/
From: Rodney Whitworth
Thank you Sasha for your reply.
I understand what you have said, however you still havent provided the information i have requested.
You are required by the Offical Information Act to provide the information requested or provide grounds for withholding.
If you are uncertain as to what information is being required, then clarification should be sort as there is no allowance for the request to be interpreted.
So i asked that you provide the information i hage requested 9 June 2020, if you need clarification iam more than happy to help.
Please note if i involve ithe Ombudsman any further communication over this request must be via the Ombudsman
Yours sincerely,
Rodney Whitworth
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
Depending on the nature of your request you may not receive an official
response for up to 20 working days. We will try to respond your query as
quickly as possible.
Our [1]website provides up to date news and information about our work.
You can also follow us on [2]Facebook and [3]Twitter. Further information
about how to contact us is also available [4]here.
Ngā mihi
OIA Services Team
OIA Services, ACC
Tel. 0800 101 996
ACC / OIA Services 2385 / Justice Centre - Level 7
PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz
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
1. https://www.acc.co.nz/
2. https://www.facebook.com/ACCNewZealand/
3. https://twitter.com/accnz?lang=en
4. https://www.acc.co.nz/contact/
5. http://www.acc.co.nz/
From: Government Services
Accident Compensation Corporation
Kia ora Rodney,
Thank you for your email. We have provided our response to both of your requests under the OIA, and given the refusal ground.
If you are not happy with our decision you have the right to contact the Office of the Ombudsman as outlined in both responses.
Ngā mihi,
Sasha Wood, 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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