List of ACC provider IDs, contracted providers, and health providers employed by ACC
Anon made this Official Information request to Accident Compensation Corporation
The request was refused by Accident Compensation Corporation.
From: Anon
Dear Accident Compensation Corporation,
As you will be aware, the name of registered physicians, nurses, and other health providers is public information, which can be accessed through the relevant authority. For instance, the Medical Council of NZ has a registry that can be searched by provider name or expertise. Thus, the names of registered health providers are not protected under the Privacy Act.
For the date range of 01/01/2020 to present, I request the following:
(1) List of ACC provider IDs with name and professional body to which they are registered (e.g., Medical Council of NZ, Nursing Council of NZ, etc), and scope of practice.
(2) List of all contracted external clinical advisers for which ACC seeks advice.
(3) List of all ACC employees who are currently registered health providers, the name of the authority in which they are registered, and their registration number.
(4) List of ACC roles that require current registration as a health provider, and thus would qualify as a clinical role (e.g. Cover Assessor, Chief Medical Officer, Clinical Technical Support).
Thanks.
An
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: Government Services
Accident Compensation Corporation
Kia ora
Please find attached our response to your official information request
dated 14 December 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
call on 0800 101 996.
If you are having trouble viewing the PDF, please ensure you have the
latest version of Adobe Acrobat Reader. To download this freeware please
click [3]here.
Ngâ mihi
Jason Hope (he/him)
Acting Manager | OIA Services
Tel +64 4 816 5796 / Mobile +64 27 600 7327
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
------------------- Original Message -------------------
From: Anon <[FOI #25179 email]>;
Received: Thu Dec 14 2023 11:04:22 GMT+1300 (New Zealand Daylight Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>; <[ACC request email]>;
Subject: Official Information request - List of ACC provider IDs,
contracted providers, and health providers employed by ACC
[You don't often get email from
[FOI #25179 email]. Learn why this is
important at [4]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Accident Compensation Corporation,
As you will be aware, the name of registered physicians, nurses, and other
health providers is public information, which can be accessed through the
relevant authority. For instance, the Medical Council of NZ has a registry
that can be searched by provider name or expertise. Thus, the names of
registered health providers are not protected under the Privacy Act.
For the date range of 01/01/2020 to present, I request the following:
(1) List of ACC provider IDs with name and professional body to which they
are registered (e.g., Medical Council of NZ, Nursing Council of NZ, etc),
and scope of practice.
(2) List of all contracted external clinical advisers for which ACC seeks
advice.
(3) List of all ACC employees who are currently registered health
providers, the name of the authority in which they are registered, and
their registration number.
(4) List of ACC roles that require current registration as a health
provider, and thus would qualify as a clinical role (e.g. Cover Assessor,
Chief Medical Officer, Clinical Technical Support).
Thanks.
An
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #25179 email]
Is [ACC request email] the wrong address for Official Information
requests to Accident Compensation Corporation? If so, please contact us
using this form:
[5]https://aus01.safelinks.protection.outlo...
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[6]https://aus01.safelinks.protection.outlo...
If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.
-------------------------------------------------------------------
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. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/
4. https://aka.ms/LearnAboutSenderIdentific...
5. https://fyi.org.nz/change_request/new?bo...
6. https://fyi.org.nz/help/officers
hide quoted sections
From: Anon
Dear Government Services,
This is a formal complaint. The Office of the Ombudsman and the Office of the Privacy Commissioner have already made it clear that public employee names are not protected by that clause, and are to be provided.
I refer you to the document "Names and contact details of public sector employees" which is publicly available on the Ombudsman website (https://www.ombudsman.parliament.nz/reso...).
The Ombudsman's website states about this document:
"It was developed in consultation with a range of agencies subject to the OIA and LGOIMA, including the Privacy Commissioner and the State Services Commission."
Anon
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. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. 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, 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: Government Services
Accident Compensation Corporation
Kia ora
Thank you for email, and we note your point about the Ombudsman’s general
position on the release of names of public sector staff under the OIA.
However, we consider that in this case it is appropriate to withhold the
information requested, and our decision stands. As we noted, if you are
not happy with our response, you can contact the Ombudsman.
Ngā mihi
Jason Hope (he/him)
Acting Manager | OIA Services
Tel +64 4 816 5796 / Mobile +64 27 600 7327
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
------------------- Original Message -------------------
From: Anon <[FOI #25179 email]>;
Received: Thu Jan 25 2024 14:04:44 GMT+1300 (New Zealand Daylight Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>; <[ACC request email]>;
Subject: Re: OIA Response Ref GOV-029599 CRM:0283723
[You don't often get email from
[FOI #25179 email]. Learn why this is
important at [1]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Government Services,
This is a formal complaint. The Office of the Ombudsman and the Office of
the Privacy Commissioner have already made it clear that public employee
names are not protected by that clause, and are to be provided.
I refer you to the document "Names and contact details of public sector
employees" which is publicly available on the Ombudsman website
([2]https://aus01.safelinks.protection.outlo...).
The Ombudsman's website states about this document:
"It was developed in consultation with a range of agencies subject to the
OIA and LGOIMA, including the Privacy Commissioner and the State Services
Commission."
Anon
-----Original Message-----
Kia ora
Please find attached our response to your official information request
dated 14 December 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://aus01.safelinks.protection.outlo...
alternatively give us a
call on 0800 101 996.
If you are having trouble viewing the PDF, please ensure you have the
latest version of Adobe Acrobat Reader. To download this freeware please
click [3]here.
Ngâ mihi
Jason Hope (he/him)
Acting Manager | OIA Services
Tel +64 4 816 5796 / Mobile +64 27 600 7327
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #25179 email]
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[3]https://aus01.safelinks.protection.outlo...
If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.
-------------------------------------------------------------------
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. https://aka.ms/LearnAboutSenderIdentific...
2. https://www.ombudsman.parliament.nz/reso...
3. https://fyi.org.nz/help/officers
hide quoted sections
From: Anon
Dear Government Services,
To avoid any doubt, this is a complaint under the code. Please respond to my code complaint via fyi.org.nz
Yours sincerely,
An
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. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. 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, 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: Government Services
Accident Compensation Corporation
Kia ora Anon
Thank you for your email.
The Code of Claimants' Rights (the Code) outlines ACC's legislative
responsibility to provide the highest practicable standard of service and
fairness to clients. It outlines our responsibilities, service,
communication, behaviour and obligations when dealing with client
problems, concerns or complaints.
In accordance with Part 5, section 28 of the Official Information Act, the
Ombudsman is the appropriate channel for complaints about OIA responses.
We have previously provided you information on how to contact them.
However, if you wish to make a complaint under the Code, please visit:
[1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
Nga mihi
Christopher Johnston (he/him)
Manager | OIA Services
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
------------------- Original Message -------------------
From: Anon <[FOI #25179 email]>;
Received: Tue Feb 06 2024 07:22:07 GMT+1300 (New Zealand Daylight Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>;
[You don't often get email from
[FOI #25179 email]. Learn why this is
important at [2]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Government Services,
To avoid any doubt, this is a complaint under the code. Please respond to
my code complaint via fyi.org.nz
Yours sincerely,
An
-----Original Message-----
Kia ora
Thank you for email, and we note your point about the Ombudsman’s general
position on the release of names of public sector staff under the OIA.
However, we consider that in this case it is appropriate to withhold the
information requested, and our decision stands. As we noted, if you are
not happy with our response, you can contact the Ombudsman.
Ngâ mihi
Jason Hope (he/him)
Acting Manager | OIA Services
Tel +64 4 816 5796 / Mobile +64 27 600 7327
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #25179 email]
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[3]https://aus01.safelinks.protection.outlo...
If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.
-------------------------------------------------------------------
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. https://www.acc.co.nz/im-injured/resolve...
https://www.acc.co.nz/im-injured/resolve...
2. https://aka.ms/LearnAboutSenderIdentific...
3. https://fyi.org.nz/help/officers
hide quoted sections
From: Anon
Dear Government Services,
Right 5 of the Code states;
You have the right to effective communication.
(a) We will communicate with you openly, honestly, and effectively.
(b) We will respond to your questions and requests in a timely manner.
...
(d) We will provide information in a form which you can access, and in a timely manner.
Yours sincerely,
You have not communicated with me openly, honestly and effectively. You have not responded to my request in a timely manner. You have not provided me with the information I requested in a form which I can access.
ACC is bound by the Code. The Ombudsman is a second option; however, it does not negate ACC's obligations under the Code.
Please address my complaint as a Code complaint and respond via FYI.org.nz, so that there is transparency in how ACC deals with complaints.
An
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. Please note that the period from 25 December 2023
to 15 January 2024 (inclusive) are not counted as working days under the
Official Information Act 1982, and our offices will be closed from 25
December to 7 January. OIA requests submitted after 27 November 2023 may
take a bit longer than you expected. 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, 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: Government Services
Accident Compensation Corporation
Kia ora Anon
To make a complaint under the Code of Claimants’ Rights (the Code), please
follow the instructions at:
[1]www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
To make a complaint to the Ombudsman, please follow the instructions at:
[2]www.ombudsman.parliament.nz/what-ombudsman-can-help/complaints-about-government-agencies/how-make-complaint.
Ngâ mihi
Christopher Johnston (he/him)
Manager | OIA Services
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
------------------- Original Message -------------------
From: Anon <[FOI #25179 email]>;
Received: Thu Feb 08 2024 08:54:51 GMT+1300 (New Zealand Daylight Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>;
[You don't often get email from
[FOI #25179 email]. Learn why this is
important at [3]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Government Services,
Right 5 of the Code states;
You have the right to effective communication.
(a) We will communicate with you openly, honestly, and effectively.
(b) We will respond to your questions and requests in a timely manner.
...
(d) We will provide information in a form which you can access, and in a
timely manner.
Yours sincerely,
You have not communicated with me openly, honestly and effectively. You
have not responded to my request in a timely manner. You have not provided
me with the information I requested in a form which I can access.
ACC is bound by the Code. The Ombudsman is a second option; however, it
does not negate ACC's obligations under the Code.
Please address my complaint as a Code complaint and respond via
FYI.org.nz, so that there is transparency in how ACC deals with
complaints.
An
-----Original Message-----
Kia ora Anon
Thank you for your email.
The Code of Claimants' Rights (the Code) outlines ACC's legislative
responsibility to provide the highest practicable standard of service and
fairness to clients. It outlines our responsibilities, service,
communication, behaviour and obligations when dealing with client
problems, concerns or complaints.
In accordance with Part 5, section 28 of the Official Information Act,
the
Ombudsman is the appropriate channel for complaints about OIA responses.
We have previously provided you information on how to contact them.
However, if you wish to make a complaint under the Code, please visit:
[1]https://aus01.safelinks.protection.outlo....
Nga mihi
Christopher Johnston (he/him)
Manager | OIA Services
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FOI #25179 email]
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[4]https://aus01.safelinks.protection.outlo...
If you find this service useful as an Official Information officer, please
ask your web manager to link to us from your organisation's OIA or LGOIMA
page.
-------------------------------------------------------------------
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.acc.co.nz/im-injured/resolve-...
2. http://www.ombudsman.parliament.nz/what-...
3. https://aka.ms/LearnAboutSenderIdentific...
4. https://fyi.org.nz/help/officers
hide quoted sections
From: Anon
Dear Government Services and the ACC Customer Feedback Team,
I am following up on my Code complaint. ACC is required to provide honest answers to questions under the Code. ACC is supposed to be "fair" in their dealings with claimants. I am a claimant, who chooses to stay anonymous.
I note that ACC's response to me was to refuse me the list of providers; however, ACC's decision to me was inconsistent with ACC's decision to to Paul White (GOV-003391), where ACC agreed to provide the information to him.
ACC's conduct is inconsistent and unfair.
ACC's executives have stated to the Minister of ACC, in the 18 August 2022 Aide Memoire (Reference
GOV-019578) that all employees must handle complaints in the same manner. ACC released this Aide Memoire in OIA response GOV-028436, available on FYI.org.nz.
ACC has rules, policies, and processes on how complaints are to be handled. Most of these are avaialbe on your website, or through FYI.org.nz.
ACC's Responsibility for managing complaints Policy is on ACC's website. It states that the policy applies to ALL ACC business units - so applies to the Government Services unit (see 1). Part 2 states:
2.0 Responsibility
a. You must:
• listen to the client and seek to understand what their concerns are
• gather information and think about your approach to a resolution
• respond to the client in a timely manner
• escalate to the Customer Resolution team if multiple or complex issues are raised, or if the client has made a complaint under the Code of ACC Claimants' Rights
• work with the Customer Resolution team to resolve client concerns.
So far, this team has not followed ACC's Responsibility for managing complaints Policy. I seek transparency in how ACC handle's complaints. So far, it has been to fob me off.
Again, please address my complaint, which I lodged under the Code, and do so through FYI.org.nz so that others may see how ACC handle's complaints in a timely, and consistent manner, and works with claimants to remedy issues.
An
From: Government Services
Accident Compensation Corporation
Kia ora,
Thank you for contacting ACC’s Government Services inbox.
If your request falls within scope of the Official Information Act, we
will endeavour to respond as soon as possible, and no later than 20
working days after receipt of your request. If we are unable to respond
within the statutory timeframe, we will notify you of an extension.
The information you have requested may involve documents which contain the
names and contact details of individuals. Please let us know whether you
are seeking that information as part of your request. We may need to
consult 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 it.
For more information about Official Information Act requests, please
visit: [1]Ombudsman New Zealand | Tari o te Kaitiaki Mana Tangata.
If your request relates to your claim, or you’d like more information
about lodging a claim, please contact ACC’s claims team at 0800 101 996
or [2][email address].
For personal information requests or privacy matters,
please visit [3]Request for personal information (acc.co.nz).
For general queries, please visit: [4]Contact us (acc.co.nz).
Ngâ mihi,
Government Services
PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz
ACC cares about the environment – please don’t print this email
unless it is really necessary. Thank you.
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. https://www.ombudsman.parliament.nz/
2. mailto:[email address]
3. https://www.acc.co.nz/contact/request-fo...
4. https://www.acc.co.nz/contact/
5. http://www.acc.co.nz/
http://www.acc.co.nz/
From: Government Services
Accident Compensation Corporation
Kia ora,
We have addressed the matters you have raised in our correspondence of 24
January and 7 February 2024 (Ref: GOV-029599). While we note you remain
dissatisfied with our responses, we have no further comment to make and
will not engage further on these matters.
Ngā mihi,
Christopher Johnston (he/him)
Manager | OIA Services
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
------------------- Original Message -------------------
From: Anon <[FOI #25179 email]>;
Received: Thu May 23 2024 03:35:43 GMT+1200 (New Zealand Standard Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>; <[ACC request email]>;
Subject: Re: OIA Response Ref GOV-029599 CRM:0283723
[You don't often get email from
[FOI #25179 email]. Learn why this is
important at [1]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Government Services and the ACC Customer Feedback Team,
I am following up on my Code complaint. ACC is required to provide honest
answers to questions under the Code. ACC is supposed to be "fair" in their
dealings with claimants. I am a claimant, who chooses to stay anonymous.
I note that ACC's response to me was to refuse me the list of providers;
however, ACC's decision to me was inconsistent with ACC's decision to to
Paul White (GOV-003391), where ACC agreed to provide the information to
him.
ACC's conduct is inconsistent and unfair.
ACC's executives have stated to the Minister of ACC, in the 18 August 2022
Aide Memoire (Reference
GOV-019578) that all employees must handle complaints in the same manner.
ACC released this Aide Memoire in OIA response GOV-028436, available on
FYI.org.nz.
ACC has rules, policies, and processes on how complaints are to be
handled. Most of these are avaialbe on your website, or through
FYI.org.nz.
ACC's Responsibility for managing complaints Policy is on ACC's website.
It states that the policy applies to ALL ACC business units - so applies
to the Government Services unit (see 1). Part 2 states:
2.0 Responsibility
a. You must:
• listen to the client and seek to understand what their concerns are
• gather information and think about your approach to a resolution
• respond to the client in a timely manner
• escalate to the Customer Resolution team if multiple or complex issues
are raised, or if the client has made a complaint under the Code of ACC
Claimants' Rights
• work with the Customer Resolution team to resolve client concerns.
So far, this team has not followed ACC's Responsibility for managing
complaints Policy. I seek transparency in how ACC handle's complaints. So
far, it has been to fob me off.
Again, please address my complaint, which I lodged under the Code, and do
so through FYI.org.nz so that others may see how ACC handle's complaints
in a timely, and consistent manner, and works with claimants to remedy
issues.
An
-----Original Message-----
Kia ora Anon
To make a complaint under the Code of Claimants’ Rights (the Code),
please
follow the instructions at:
[1]https://aus01.safelinks.protection.outlo....
To make a complaint to the Ombudsman, please follow the instructions at:
[2]https://aus01.safelinks.protection.outlo....
Ngâ mihi
Christopher Johnston (he/him)
Manager | OIA Services
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
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