ACC OCI Complaints and outcomes
john delaney made this Official Information request to Accident Compensation Corporation
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From: john delaney
Dear Accident Compensation Corporation,
Under the provisions of the OIA, I request information from ACC based on the following:
A claimant lodges complaint/s for formal investigation to ACC OCI, when it is believed that ACC has breached rights under the Code of Claimants' Rights in the management of their claim. Following formal investigation by the OCI Investigator, it is determined that ACC (e.g., Case/Team Managers etc), have breached their rights under the Code.The OCI investigator directs the Branch, usually the Manager (I am told this and based on experience), to remedy the breaches in various ways. One of these remedies is often an Apology letter although there area also other remedies.
Information required as follows:
1. Once a complaint and breach and or breaches of the code have been upheld in favour of the claimant, remedies aside to the Claimants, what action does ACC undertake in respect of the Case Manager et al who committed the breach or breaches against the claimant.
2. Please provide copies of all ACC policies and SOP's as to how ACC remedies/sanctions/disciplines the conduct of the ACC employee in respect of breaches of the code being upheld in favour of the claimant.
3. What follow-up action is taken by the Unit/Branch manager or otherwise, of the ACC employee/s who committed the breaches to ensure that the breaches do not occur again. How is this measured. Policies and SOP's required.
4. What is the specific role of a Branch Manager to whom an ACC employee or employees directly reports to, in ensuring that breaches do not occur again. For example, where breaches upheld against the ACC employee, is this information placed on the staff personnel file. If not, why not.
5. Once a complaint/s has been upheld in favour of the claimant, does the ACC employee face any monetary loss through KPI's or through other means. Please provide policies and SOP's on the outcomes for ACC employees following breaches being upheld in favour of the claimant.
6. Are there any differentiations in how ACC manages/deals with breaches by its employees between branches, for example, are the outcomes different for specialised units such as the Sensitive Claims Unit.
Yours faithfully,
john delaney
From: Koleti Vae'au
Accident Compensation Corporation
Dear Mr Delaney,
Thank you for your requests for information of 14 August 2014. Please
find attached ACC’s acknowledgment of these requests.
Yours sincerely
Koleti Vae'au, Team Manager, Government Services, ACC
Governance, Legal, Policy, and Research.
PO Box 242, Wellington 6140, [1]www.acc.co.nz
ACC cares about the environment – please don’t print this email
unless it is really necessary. Thank you.
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From: john delaney
Dear Koleti Vae'au,
Ummm. you did not get this right or check your responses prior to sending this on - publicly. This acknowledgement does NOT apply to my request, but rather to a person by the name of Mr Hanna on matters relating to acupuncture etc.
How bizarre and remiss of ACC Govt. Services.
Yours sincerely,
john delaney
From: Claire Stearne
Accident Compensation Corporation
Claire Stearne, Acting Team Manager, ACC
ACC / Government Services / Justice Centre - Level 7
PO Box 242 / Wellington 6011 / New Zealand / [1]www.acc.co.nz
ACC cares about the environment – please don’t print this email
unless it is really necessary. Thank you.
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"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. "
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From: Koleti Vae'au
Accident Compensation Corporation
Dear Mr Delaney,
The below email was sent through to you on Friday 29 August, unfortunately
there was a system issue with the fyi website therefore I have sent this
through again.
Yours sincerely,
Koleti Vae'au, Team Manager, Government Services, ACC
Governance, Legal, Policy, and Research.
PO Box 242, Wellington 6140, [1]www.acc.co.nz
ACC cares about the environment – please don’t print this email
unless it is really necessary. Thank you.
From: Koleti Vae'au
Sent: Friday, 29 August 2014 2:55 p.m.
To: '[OIA #1900 email]';
'[email address]'
Subject: OIA requests dated 14 August 2014
Dear Mr Delaney,
Thank you for your requests for information of 14 August 2014.
Yours sincerely
Koleti Vae'au, Team Manager, Government Services, ACC
Governance, Legal, Policy, and Research.
PO Box 242, Wellington 6140, [2]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. "
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file:///tmp/blocked::http:/www.acc.co.nz/
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