ACC Complaint Process
Sarah made this Official Information request to Accident Compensation Corporation
This request has been withdrawn by the person who made it. There may be an explanation in the correspondence below.
From: Sarah
Dear Accident Compensation Corporation,
The Ombudsman has provided written communication that prior to an ACC Claimant raising a complaint about ACC with this government agency that a complaint must be made to the ACC Chief Executive Officer. However upon communicating to the ACC Resolutions Team of a request to escalate a complaint about the service I've received by the ACC Resolutions Team to the ACC Chief Executive Officer, I have been advised by an ACC Resolutions Specialist that all complaints that are addressed to the ACC Chief Executive Officer are managed by the ACC Resolutions Team. The complaint I want to raise is directly about the ACC Resolutions Team and Manager. If the Ombudsman has clearly provided a pathway for ACC Claimants to escalate complaints to the ACC Chief Executive then my expectation is that I am able to do so.
As per the information provided by the Ombudsman, I would like ALL Official information about how an ACC Claimant can escalate a complaint to the ACC Chief Executive Officer and what the complaint process involves, any internal policy, procedures and ACC work practices involved
I would like ALL Official information about how an ACC Claimant can make a complaint against the ACC Resolutions Team and Manager, and the internal process, policy and mapping of the appropriate staff and or departments involved
I would like ALL Official information about the ACC Chief Executive's involvement in ACC Claimants' Complaints addressed to the ACC Chief Executive (I am specifically wanting to know if the ACC Chief Executive has an active role in ACC Clamaints Complaints which are addressed to the ACC Chief Executive) I'm not interested in any specific details of ACC Claimants, Complaint details etc)
I would like ALL Official information about the ACC Complaint Process for ACC Claimants including any internal procedures, policies, ACC work practices and resources
I would like ALL Official information about the role of an ACC Resolution Specialists role and any resources available (I do not require specific details of staff members)
I would like ALL Official information about the role of an ACC Resolutions Manager and any resources available (I do not require specific details of staff members)
I would like ALL Official information about the ACC Resolutions Team and what internal policy, procedure and any resources around this department has in
a) reasonably accommodating to a disabled person's requests when managing a complaint on behalf of the ACC Claimant who identifies as having disabilities,
b) when the ACC Resolution Specialist is navigating directly with the ACC Claimant
(specifically communication needs)
I would like ALL Official information about the ACC Resolutions Team and if staff have had any training in disability education, disability awareness and disability navigation when dealing with ACC Claimants who identify as having disabilities
Yours faithfully,
Sarah Brodrick
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.
We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due
In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.
The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.
Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.
Ngâ mihi,
Government Engagement Team
Government Engagement, ACC
' 0800 101 996
* Box 242, Wellington 6011
[6]www.acc.co.nz
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. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...
From: Sarah
Dear Accident Compensation Corporation,
I didn't realise I had sent two Official Information Requests for the ACC Complaints Requests. I am withdrawing this request, as ACC has already responded in the other ACC Complaints Request. Thankyou very much.
Yours faithfully,
Sarah Brodrick
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.
We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due
In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.
The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.
Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.
Ngâ mihi,
Government Engagement Team
Government Engagement, ACC
' 0800 101 996
* Box 242, Wellington 6011
[6]www.acc.co.nz
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. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...
From: Sarah
Dear Accident Compensation Corporation,
I have withdrawn this request, so I had accidentally made two of the same request.
Yours faithfully,
Sarah Brodrick
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.
We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due
In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.
The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff before deciding whether we can
release this information, and this may take a bit more time. If we do not
hear from you, we will assume that you do not require staff names.
Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.
Ngâ mihi,
Government Engagement Team
Government Engagement, ACC
' 0800 101 996
* Box 242, Wellington 6011
[6]www.acc.co.nz
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. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...
Things to do with this request
- Add an annotation (to help the requester or others)
- Download a zip file of all correspondence
Offensive? Unsuitable?
Requests for personal information and vexatious requests are not considered valid requests for Official Information (read more).
If you believe this request is not suitable, you can report it for attention by the site administrators
Report this request