26 June 2024
Karl Bloxham
[FYI request #27160 email] Kia ora Karl
Your Official Information Act request, reference: GOV-032919
Thank you for your request of 6 June 2024, asking for the following information under the Official
Information Act 1982 (the Act):
1. currently how many claimants are managed by the Te Ara Tika unit?
2. how many of these claimants are subject to email redirection?
3. why does ACC not have any specific policies about the use of email redirection?
Our response
ACC has approximately 170 clients who are managed by the Te Ara Tika team and approximately 15 of
these claimants have emails that are subject to redirection rules. Both the number of claimants and those
with an email redirection in place fluctuate on a regular basis.
Policies about the use of email redirection
Although our policies do not specifically mention email redirection, email redirections for clients usually
relate to care indicators or are implemented as part of a communication plan, as a type of communication
restriction. Restrictions may be used when the behaviour or communication from a person, because of its
nature or frequency, raises substantial health, safety, resource, or equity issues.
This is based on Ombudsman guidance. Please refer to chapter 18, at page 99 about modifying or
restricting access of ‘Managing unreasonable complainant conduct’, here:
https://www.ombudsman.parliament.nz/sites/default/files/2019-
03/managing_unreasonable_complainant_conduct_manual_october_2012.pdf
We are not answering your question regarding why our policies do not mention email redirection
Under the Act a distinction exists between a request for information already known and held by an agency
(official information), versus a request for an agency to form an opinion or provide an explanation or
comment, and thus create new information to answer a request (not official information). Question 3 asks
ACC to provide an explanation or justification and is therefore not considered to be requesting official
information under the Act. Accordingly, we are refusing to respond to this part.
For further details about making an official information request, please refer to the Ombudsman's guide
Making official information requests, here:
https://www.ombudsman.parliament.nz/sites/default/files/2023-
02/Making%20official%20information%20requests%20-%20A%20guide%20for%20requesters.pdf.
GOV-032919 Page 1 of 2
If you have any questions about this response, please get in touch
You can email me at
[email address]. 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
Christopher Johnston
Manager Official Information Act Services
Government Engagement
GOV-032919 Page 2 of 2
Document Outline
