1 September 2023
Paul White
[FYI request #23872 email]
Kia ora Paul
Your Official Information Act request, reference: GOV-027218
Thank you for your email of 17 August 2023, asking for the following information under the Official
Information Act 1982 (the Act):
why does Te Ara Tika get exempt from recording calls?, (when such exemption may disadvantage a
client in challenging the accuracy of recorded comments or to not record any comments in the
Contact notes)
Te Ara Tika calls are not recorded because they could be related to a client’s sensitive claim
ACC’s main purpose to record any phone calls (such as in the Contact Centre) is for training and
improvement. This is why they are only kept for a short time and are used for training rather than a record
of the conversation. ACC does not record calls in departments that are likely to discuss sensitive claims.
As this information may be of interest to other members of the public
ACC may decide to publish a copy of this response on ACC’s website. All requester data, including your
name and contact details, will be removed prior to release. The released response will be made available
www.acc.co.nz/resources/#/category/12. 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-027218 Page 1 of 1
Document Outline
