30 March 2023
Carole Young
[FYI request #21977 email]
Kia ora Carole
Your Official Information Act request, reference: GOV-023674
Thank you for your email of 2 March 2023, asking for the fol owing information under the Official
Information Act 1982 (the Act):
•
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?
ACC does not keep a telecommunication log beyond cal recordings
ACC uses Skype for Business, Microsoft Teams and, Genesys Engage Software for phone cal s. We keep a
recording of calls made on Skype for Business and Microsoft Teams for 30 days and 90 days for calls made
on Genesys.
Our ability to extract recordings of individual calls is limited as it is heavily reliant on the circumstances of
the cal . If a client or staff members DDI was used to make the cal , and we can source it, then we may be
able to tell you what date and time the call was made, where the call went and how long the cal was.
Depending on the platform the cal is made on, the cal data may not be captured if the cal is not
connected. If someone dials our 0800 number, the call is always answered by the platform. However, if a
client calls their Recovery Partner directly, the call must be answered or go to voicemail. As such, if the cal
was not connected, the recording would not have been made. If the recording of a cal were missing, it is
likely this is because the request for the cal recording was made outside the retention timeframe.
ACC’s policy is that all interactions about a claim are documented in Eos
For the purpose of your request, our Eos records are likely to be the most useful to you. Details of meetings
between ACC and clients are entered on Eos as a ‘personal contact’ on the claim. Clients can request
detailed records, including notes about any phone cal s, that are kept on their file.
Requesting personal information
Clients can request copies of recorded phone calls within the retention period or, after that time, the
summary of the call and any notes from meetings or discussions included in their file. These requests are
GOV-023674 Page 1 of 2
treated under the Privacy Act 2020. Notes regarding calls made between a Recovery Partner and a client
should be recorded on the client’s file.
If you have any questions about this response, please get in touch
You can email me a
t [email address].
If you are not happy with this response, you can also contact the Ombudsman via
[email address] or by phoning 0800 802 602. Information about how to make a complaint
is available
at www.ombudsman.parliament.nz.
Ngā mihi
Sara Freitag
Acting Manager Official Information Act Services
Government Engagement
GOV-023674 Page 2 of 2
Document Outline
