Printed from https://fyi.org.nz/request/2590-customer-service-quality-measured-how on April 20, 2024 13:07

Customer Service Quality measured how?

D Lohr made this Official Information request to Accident Compensation Corporation

Response to this request is long overdue. By law Accident Compensation Corporation should have responded by now (details and exceptions). The requester can complain to the Ombudsman.

From: D Lohr

Dear Accident Compensation Corporation,

During my experience working with your staff, I have heard it said several times by your staff that "ACC works for most people." My questions are:

1) How does ACC know that? Is there some sort of objective measure, or measuring stick for ACC staff making such an assumption?

2) Do you send customer service surveys asking people about how they felt about the way ACC handled their claim?

3) When was the last ACC customer service survey conducted, and by whom? What questions were asked?

4) Please send me the results of such surveys for the last 3 years they were conducted.

Yours faithfully,

D Lohr

Link to this

From: Government Services
Accident Compensation Corporation

Attachment ack.pdf
115K Download View as HTML

Please find attached a letter regarding an Official Information Act
request from D Lohr of 13 April 2015.

 

 

ACC

Government Services

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."

Link to this

From: Government Services
Accident Compensation Corporation

Attachment Notice of extension.pdf
96K Download View as HTML

Good afternoon Mr Lohr

 

Please find attached a letter advising you of an extension of time to
respond to your request dated 13 April 2015.

 

Regards

Government Services Team

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."

Link to this

From: Government Services
Accident Compensation Corporation

Attachment D Lohr ACC response 22 May 2015.pdf
480K Download View as HTML

Attachment Claims Management Survey.pdf
686K Download View as HTML

Attachment Survey results.pdf
44K Download View as HTML

Good morning Mr Lohr

 

Please find attached ACC’s response to your OIA request dated 13 April
2015.

 

Regards

Government Services Team

 

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."

Link to this

Things to do with this request

Anyone:
Accident Compensation Corporation only: