Further information regarding Complaints Processes
Anon made this Official Information request to Accident Compensation Corporation
This request has an unknown status. We're waiting for Anon to read recent responses and update the status.
From: Anon
Dear Accident Compensation Corporation,
In response GOV-028436, you attached a memo from Acting DCE Strategy, Engagement and Planning, to Hon Willie Jackson, Associate Minister for ACC. This memo stated:
2. ACC records and acts on all complaints in a consistent manner, regardless of the channel through which they are received, and all customers receive the same high standard of service.
6. Information recorded by the Customer Resolution Services Team within ACC’s case management system to support with management of complaints (including those from the Minister’s office), includes:...
7. As complaints are captured in one system and managed in a consistent way, complaints data is a valuable resource and regular analysis allows ACC to identify complaint themes, learn from service failings, and make required operational improvements to prevent the likelihood of reoccurrence.
I make my request pursuant to the OIA and the Code.
Request 1: What is the "management system" used for ACC to capture the complaints and manage them in a consistent way? Is this EOS?
Request 2: Please provide me with the list of internal rules, process, regulations, policies and any other documents about:
(a) where ACC complaints are captured,
(b) how complaints are captured in a consistent way by all ACC employees,
(c) how complaints are dealt with in a consistent way, and
(d) how ACC is able to determine whether the complaints are being handled, captured, and dealt with in a consistent way.
Request 3. Please provide me with internal rules, process, regulations, policies and any other documents which detail how customer feedback numbers are generated for any given complaint on any given claim, and documented in the EOS system under the specified claim.
Request 4. Please provide a detailed explanation of the complaints process for the following hypothetical situation.
Jane Doe made a complaint about claim 999-999-9999 under the code. She complained that her entitlements were suspended without notice. She complained that nobody had reviewed her claim prior to suspending entitlements. After reviewing her claim access log, she found more than 50 ACC employees had accessed her information, yet she had only been notified of one person who was managing her claim and ACC did not provide her with the reasons for those employees access, as she had requested, nor did ACC explain why that was the case.
Please provide a detailed explanation of the steps ACC would take, with time frames, to acknowledge the complaint, discuss the complaint with Jane Doe, investigate the complaint, discuss the findings and potential remedies with Jane Doe, and provide her with a final notice.
Please include the specific steps ACC would take during the investigation, as well as how and where this would be documented by ACC.
Thank you.
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,
Please find attached our extension letter to your official information
request dated 20 May 2024. 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
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 #26884 email]>;
Received: Mon May 20 2024 10:41:23 GMT+1200 (New Zealand Standard Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>; <[ACC request email]>;
Subject: Official Information request - Further information regarding
Complaints Processes
[You don't often get email from
[FOI #26884 email]. Learn why this is
important at [4]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Accident Compensation Corporation,
In response GOV-028436, you attached a memo from Acting DCE Strategy,
Engagement and Planning, to Hon Willie Jackson, Associate Minister for
ACC. This memo stated:
2. ACC records and acts on all complaints in a consistent manner,
regardless of the channel through which they are received, and all
customers receive the same high standard of service.
6. Information recorded by the Customer Resolution Services Team within
ACC’s case management system to support with management of complaints
(including those from the Minister’s office), includes:...
7. As complaints are captured in one system and managed in a consistent
way, complaints data is a valuable resource and regular analysis allows
ACC to identify complaint themes, learn from service failings, and make
required operational improvements to prevent the likelihood of
reoccurrence.
I make my request pursuant to the OIA and the Code.
Request 1: What is the "management system" used for ACC to capture the
complaints and manage them in a consistent way? Is this EOS?
Request 2: Please provide me with the list of internal rules, process,
regulations, policies and any other documents about:
(a) where ACC complaints are captured,
(b) how complaints are captured in a consistent way by all ACC employees,
(c) how complaints are dealt with in a consistent way, and
(d) how ACC is able to determine whether the complaints are being handled,
captured, and dealt with in a consistent way.
Request 3. Please provide me with internal rules, process, regulations,
policies and any other documents which detail how customer feedback
numbers are generated for any given complaint on any given claim, and
documented in the EOS system under the specified claim.
Request 4. Please provide a detailed explanation of the complaints process
for the following hypothetical situation.
Jane Doe made a complaint about claim 999-999-9999 under the code. She
complained that her entitlements were suspended without notice. She
complained that nobody had reviewed her claim prior to suspending
entitlements. After reviewing her claim access log, she found more than 50
ACC employees had accessed her information, yet she had only been notified
of one person who was managing her claim and ACC did not provide her with
the reasons for those employees access, as she had requested, nor did ACC
explain why that was the case.
Please provide a detailed explanation of the steps ACC would take, with
time frames, to acknowledge the complaint, discuss the complaint with Jane
Doe, investigate the complaint, discuss the findings and potential
remedies with Jane Doe, and provide her with a final notice.
Please include the specific steps ACC would take during the investigation,
as well as how and where this would be documented by ACC.
Thank you.
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #26884 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: Government Services
Accident Compensation Corporation
Kia ora
Please find attached a letter in response to your official information
request. 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
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 #26884 email]>;
Received: Mon May 20 2024 10:41:23 GMT+1200 (New Zealand Standard Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>; <[ACC request email]>;
Subject: Official Information request - Further information regarding
Complaints Processes
[You don't often get email from
[FOI #26884 email]. Learn why this is
important at [4]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Accident Compensation Corporation,
In response GOV-028436, you attached a memo from Acting DCE Strategy,
Engagement and Planning, to Hon Willie Jackson, Associate Minister for
ACC. This memo stated:
2. ACC records and acts on all complaints in a consistent manner,
regardless of the channel through which they are received, and all
customers receive the same high standard of service.
6. Information recorded by the Customer Resolution Services Team within
ACC’s case management system to support with management of complaints
(including those from the Minister’s office), includes:...
7. As complaints are captured in one system and managed in a consistent
way, complaints data is a valuable resource and regular analysis allows
ACC to identify complaint themes, learn from service failings, and make
required operational improvements to prevent the likelihood of
reoccurrence.
I make my request pursuant to the OIA and the Code.
Request 1: What is the "management system" used for ACC to capture the
complaints and manage them in a consistent way? Is this EOS?
Request 2: Please provide me with the list of internal rules, process,
regulations, policies and any other documents about:
(a) where ACC complaints are captured,
(b) how complaints are captured in a consistent way by all ACC employees,
(c) how complaints are dealt with in a consistent way, and
(d) how ACC is able to determine whether the complaints are being handled,
captured, and dealt with in a consistent way.
Request 3. Please provide me with internal rules, process, regulations,
policies and any other documents which detail how customer feedback
numbers are generated for any given complaint on any given claim, and
documented in the EOS system under the specified claim.
Request 4. Please provide a detailed explanation of the complaints process
for the following hypothetical situation.
Jane Doe made a complaint about claim 999-999-9999 under the code. She
complained that her entitlements were suspended without notice. She
complained that nobody had reviewed her claim prior to suspending
entitlements. After reviewing her claim access log, she found more than 50
ACC employees had accessed her information, yet she had only been notified
of one person who was managing her claim and ACC did not provide her with
the reasons for those employees access, as she had requested, nor did ACC
explain why that was the case.
Please provide a detailed explanation of the steps ACC would take, with
time frames, to acknowledge the complaint, discuss the complaint with Jane
Doe, investigate the complaint, discuss the findings and potential
remedies with Jane Doe, and provide her with a final notice.
Please include the specific steps ACC would take during the investigation,
as well as how and where this would be documented by ACC.
Thank you.
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #26884 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,
Your response to me is makes no sense. You have tried this stunt before. Please refer to my response on to you on November 08, 2023 in GOV-028422. You may find it here. https://fyi.org.nz/request/24454-what-to...
You have already provided responses to my OIA requests. Thus, it is unreasonable and irrational to be asking for this information again, when you have already decided I am legally entitled to information held by ACC.
I again reiterate my point that ACC has a legislative requirement to respect my privacy (right 7 of the Code).
Yours sincerely,
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,
Please find attached our letter.
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 #26884 email]>;
Received: Wed Jul 03 2024 11:04:18 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-032511 CRM:0149255
Dear Government Services,
Your response to me is makes no sense. You have tried this stunt before.
Please refer to my response on to you on November 08, 2023 in GOV-028422.
You may find it here.
[1]https://aus01.safelinks.protection.outlo...
You have already provided responses to my OIA requests. Thus, it is
unreasonable and irrational to be asking for this information again, when
you have already decided I am legally entitled to information held by
ACC.
I again reiterate my point that ACC has a legislative requirement to
respect my privacy (right 7 of the Code).
Yours sincerely,
An
-----Original Message-----
Kia ora
Please find attached a letter in response to your official information
request. 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
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 #26884 email]
Disclaimer: This message and any reply that you make will be published on
the internet. Our privacy and copyright policies:
[2]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://fyi.org.nz/request/24454-what-to...
2. https://fyi.org.nz/help/officers
hide quoted sections
From: Government Services
Accident Compensation Corporation
Kia ora
Please find attached our response to your official information request. 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
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 #26884 email]>;
Received: Mon May 20 2024 10:41:23 GMT+1200 (New Zealand Standard Time)
To: ACC <[ACC request email]>; Government Services
<[ACC request email]>; <[ACC request email]>;
Subject: Official Information request - Further information regarding
Complaints Processes
[You don't often get email from
[FOI #26884 email]. Learn why this is
important at [4]https://aka.ms/LearnAboutSenderIdentific... ]
Dear Accident Compensation Corporation,
In response GOV-028436, you attached a memo from Acting DCE Strategy,
Engagement and Planning, to Hon Willie Jackson, Associate Minister for
ACC. This memo stated:
2. ACC records and acts on all complaints in a consistent manner,
regardless of the channel through which they are received, and all
customers receive the same high standard of service.
6. Information recorded by the Customer Resolution Services Team within
ACC’s case management system to support with management of complaints
(including those from the Minister’s office), includes:...
7. As complaints are captured in one system and managed in a consistent
way, complaints data is a valuable resource and regular analysis allows
ACC to identify complaint themes, learn from service failings, and make
required operational improvements to prevent the likelihood of
reoccurrence.
I make my request pursuant to the OIA and the Code.
Request 1: What is the "management system" used for ACC to capture the
complaints and manage them in a consistent way? Is this EOS?
Request 2: Please provide me with the list of internal rules, process,
regulations, policies and any other documents about:
(a) where ACC complaints are captured,
(b) how complaints are captured in a consistent way by all ACC employees,
(c) how complaints are dealt with in a consistent way, and
(d) how ACC is able to determine whether the complaints are being handled,
captured, and dealt with in a consistent way.
Request 3. Please provide me with internal rules, process, regulations,
policies and any other documents which detail how customer feedback
numbers are generated for any given complaint on any given claim, and
documented in the EOS system under the specified claim.
Request 4. Please provide a detailed explanation of the complaints process
for the following hypothetical situation.
Jane Doe made a complaint about claim 999-999-9999 under the code. She
complained that her entitlements were suspended without notice. She
complained that nobody had reviewed her claim prior to suspending
entitlements. After reviewing her claim access log, she found more than 50
ACC employees had accessed her information, yet she had only been notified
of one person who was managing her claim and ACC did not provide her with
the reasons for those employees access, as she had requested, nor did ACC
explain why that was the case.
Please provide a detailed explanation of the steps ACC would take, with
time frames, to acknowledge the complaint, discuss the complaint with Jane
Doe, investigate the complaint, discuss the findings and potential
remedies with Jane Doe, and provide her with a final notice.
Please include the specific steps ACC would take during the investigation,
as well as how and where this would be documented by ACC.
Thank you.
-------------------------------------------------------------------
This is an Official Information request made via the FYI website.
Please use this email address for all replies to this request:
[FOI #26884 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
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