ACC Tracking of Complaints and Determination of Numbers of Complaints
Anon made this Official Information request to Accident Compensation Corporation
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From: Anon
Dear Accident Compensation Corporation,
This is a request for information on how ACC determines and calculates the numbers of complaints.
In 2014, the Auditor-General criticised ACC for failing to have robust and transparent complaints processes, which led to under-reporting of complaints and inability to determine the true cost of complaints. It was noted "Recording information incompletely and inaccurately could undermine trust and confidence in the publicly reported numbers of complaints used to show progress towards ACC's target."
In 2014, the Auditor-General recommended ACC:
"define, record, and respond to complaints appropriately and consistently throughout the organisation" and "measure, monitor, and report on performance in handling complaints, including financial costs, complainant satisfaction, and the implementation of remedies."
I am requesting the documents which show how ACC:
- defines, records, and responds to complaints appropriately and consistently throughout the organisation; and
- measures, monitors, and report on performance in handling complaints, including financial costs, complainant satisfaction, and the implementation of remedies.
ACC has some very straightforward and reasonable complaints process. However, not all ACC employees follow those processes. For instance, there are times when ACC employees do not acknowledge complaints, do not record the complaints properly, do not issue a complaint decision, or fail to include review rights (like use the wrong template letter), etc. Such behaviours will lead to under-reporting of complaints, and undermine the purpose of the policies and processes.
Please provide me with the information on the steps a complainant can take to escalate a complaint which is not being handled fairly. That is information which details to whom and where a claimant is to lodge a complaint about the services provided (or lack of services provided) by the complaints team. Clearly, the complaints team cannot evaluate and investigate a complaint against themselves, because it couldn't possibly be unbiased.
Ta,
An
From: Government Services
Accident Compensation Corporation
Kia ora
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From: Government Services
Accident Compensation Corporation
GOV 028436 Attachment.pdf
675K
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GOV 028436 Response.pdf
326K
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Kia ora Anon
Please find attached our response to your official information request
dated 17 October 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/ alternati... give us a
call on 0800 101 996.
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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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