Printed from https://fyi.org.nz/request/21149-how-many-clients-have-been-impacted-by-files-that-have-been-identified-and-confirmed-as-missing-from-acc-records on November 04, 2025 15:53

How many clients have been impacted by files that have been identified and confirmed as missing from ACC records?

Carole Young made this Official Information request to Accident Compensation Corporation

The request was partially successful.

From: Carole Young

Dear Accident Compensation Corporation,

* How many complaints has ACC received of electronic files missing from their internal system since 2018? (Contacts, Claim File, Party File, etc)

* How many complaints were identified to be confirmed missing files on the system since 2018?

* When multiple files are proven to be missing from a clients file, are there any internal "next steps" other than an apology to the client?
Are there any internal procedures and processes taken to investigate the absence of information, how it happened, and to provide surety that it won't happen again?

* When investigating missing information on the computer, is there a way of determining if it is system error, or user error (ie, a case manager never entered it into the system)?

Yours faithfully,
Carole Young

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From: Government Services
Accident Compensation Corporation

Kia ora

 

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From: Government Services
Accident Compensation Corporation

Attachment GOV 022061 RESPONSE.pdf
219K Download View as HTML

Kia ora Carole 

Please find attached our response to your official information request
dated 18 November 2022. 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.

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click [3]here. 

 

Ngâ mihi

Sara Freitag (she/her)
Acting Manager | OIA Services

' 027 973 7330
* PO Box 242, Wellington 6011

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