12 September 2025
Spencer Jones
[FYI request #31103 email]
Kia ora Spencer
Your Official Information Act request, reference: GOV-042554
Thank you for your email of 24 August 2025, asking for the following information under the Official
Information Act 1982 (the Act):
1. PIC Denials and ACC18s (Single Year Only)
For the calendar year 2023 only, please provide:
• The number of Permanent Injury Compensation (PIC) applications that were denied
where the claimant had been issued five (5) or more ACC18 medical certificates.
• The anonymised reasons recorded for denial in these cases (e.g. “WPI below 10%,”
“injury not stable,” “evidence insufficient”).
2. Eos Audit Trail (Single Example Only)
Please provide one anonymised example (redacted if required) of an Eos audit log extract that
shows:
• An ACC18 medical certificate being received,
• Considered in a claim decision, and
• Either upheld, overridden, or set aside in the decision-making process.
3. Eos User Guide (Specific Section Only)
Please provide the section(s) of the Eos System User Guide that describe how:
• Audit logs are generated and stored,
• What fields are captured (e.g. timestamp, user ID, action), and
• How these logs are used in claim management or review processes.
4. Case Manager Training (ACC18 Handling)
Please provide a copy of one training module, excerpt, or presentation slide (redacted as
required) used in 2022–2024 case manager training that relates to:
• How ACC18 medical certificates are to be assessed in the context of long-term claims
or Permanent Injury Compensation (PIC) referrals.
Part 1. PIC Denials and ACC18s
Number of PIC applications denied
We refer you to table 3 in Appendix 1 of our response of 5 August 2025 (GOV-041488). This table
includes the number of claims with five or more ACC18s on file which have had a WPI assessment, and
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which of those have received a PIC payment. The difference between these two figures (WPI – PIC) is
the number of claims which have been declined a PIC payment.
Anonymised reasons recoded for denial
As previously advised in our responses of August 2025 (GOV-042112 and GOV-041488), information
about injury stability, as a reason for decline, is not readily retrievable. To determine the number of
claims for this would require someone with subject matter knowledge to review all the 900+ claims
with PIC decline decision letters in 2023. Therefore, we are refusing this part of your request as it would
require substantial collation and research. This decision has been made under section 18(f) of the Act.
Due to the time and resources required to collate the information, we do not consider that extending
the time limit to respond or charging (as allowed under the Act) would enable us to grant this request.
Part 2. EOS Audit Trail
Please find attached
Manage incapacity details page, which sets out the steps required to add, edit,
move or remove incapacity details.
Part 3. Eos User Guide
There are no ‘audit logs’ in Eos. Therefore, the information requested in this part of your request does
not exist. This decision has been made under section 18(e) of the Act.
As noted in our previous response of 29 June 2025 (GOV-040419), clients can access personal
information about themselves via the ACC website, here: https://www.acc.co.nz/contact/request-for-
personal-information. This includes requesting a digital footprint of their Eos record.
Part 4. Training materials related to ACC18 forms
How an ACC18 is assessed does not differ for different types of claim, such as for long-term claims.
Therefore, there are no training materials specific to assessing ACC18 forms in the context of long-term
claims or PIC referrals. As such, we are refusing this part of your request as the information does not
exist. This decision has been made under section 18(e) of the Act.
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
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