Printed from https://fyi.org.nz/request/21977-do-acc-keep-a-digital-account-log-of-their-telecommunications on November 22, 2024 02:01

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Do ACC keep a digital account log of their telecommunications

Carole Young made this Official Information request to Accident Compensation Corporation

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From: Carole Young

Dear Accident Compensation Corporation

Do ACC keep a telecommunications log, or footprint, of phone calls made and/or recieved to ACC staff direct dial lines in branches, or to the 0800 number? (To clarify, not a recording of the conversation itself)

Does a phone log accounting system exist, such as to capture information from a staff members DDI number, used to make or receive a phone call, the time of day, and length of call?

If so, how long are these records kept for, and what information does it capture?

If there is a dispute with many calls to and from an ACCs Case Managers DDI not lodged in a clients claim file, and acc claims they are lost or missing from ACCs system - can call log records show that these calls took place by cross referencing the clients phone number into a search parameter, for example?

If there is a 50+ missing calls from the client files system in a short amount of time, (assuming this call capture log exists, as most government departments do have them) would this be the correct way to source evidence that these phone calls happened, or is there a different protocol or system in place as a safeguard to retrieve that information?

If the information exists, how would a client obtain it?

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 023674 RESPONSE.pdf
218K Download View as HTML

Kia ora Carole

Please find attached our response to your official information request
dated 02 March 2023. 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
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Ngâ mihi

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

' 027 973 7330
* PO Box 242, Wellington 6011

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