24 December 2015
Lee M [FYI request #3314 email]
Dear Lee M
Official Information Act 1982 Request - Response
Thank you for your request of 3 November 2015 asking for the following information under the
Official Information Act 1982 (Act):
Question 1: Does ACC put claimants on a communication plan?
Question 2: Does the AC Act, regulations, policies, procedures and/or guidelines provide for
the ACC putting claimants on a communication plan?
Question 3: If the answer to the above mentioned question is no then why is there no
statutory or internal policy, procedure or guideline for putting claimants on a communication
plan. What safeguards are in place that would prevent a claimant from being frivolously
and/or veraciously put on a communication plan?
Question 4: How many ACC claimants were put on a communication plan in the 10 years
between 2005 and 2015?
Question 5: If ACC cannot answer the above mention question because it does not collect
such data, then why does it not collect such data?
Question 6: If ACC does put claimants on a communication plan is there any statutory
review and/or appeals process from such an administrative decision? If not, why not?
Question 7: What claimants are likely to be put on a communication plan? What are the
more common reasons for putting someone on a communication plan?
Question 8: If claimants are put on a communication plan ACC would need to have good
cause and reason to do this. Has ACC identified any particular cause or reason for doing
th23is. What alternatives, if any, have been considered and explored by ACC.
Question 9: Does ACC think it is the highest practicable standard of service and fairness to
put claimants on communication plans.
Question 10: Do claimants on communication plans have their records and files held by
ACC flagged or uniquely identified to indicate they are on a communication plan? How do
claimants access a copy of such a record?
ACC is happy to provide the following response to your questions:
Questions 1, 7, 8 and 9
As part of the day to day management of its clients operations, ACC wil sometimes implement
a communication plan for dealing with correspondence and interactions with clients. Although
each circumstance is different, communication plans are generally put in place where:
there is a large volume of correspondence and or interaction with the client;
the circumstances surrounding the client’s cover, care or relationship with ACC are
complex, or a dispute exists.
ACC implements communications plans for the purpose of ensuring that clients receive the
best possible claim management where client interaction may be placing an undue strain on
our resources and ability to meet our legislative obligations. In turn this al ows us to ensure that
our resources are appropriately managed for the benefit of al our clients. Question 2
Decisions about the management of communication with a client are made by ACC Branch
Managers. There is no specific policy, procedure or legislation relied on when making such
decisions In general, such a decision would be made to assist both the staff and a client who has
high levels of contact with the Corporation. It provides the client with one key contact and enables
one staff member to have an understanding of that client, their needs, and their interactions with
ACC. Questions 3 and 6
Where a client is unhappy about being put on a communication plan they have the ability to lodge a
complaint with the office of the Complaints Investigator under the Code of ACC Claimants Rights. Questions 4 and 5
ACC does not collect data about which clients are placed on communication plans. To enable
ACC to provide the information requested, it would need to manual y search a large number of
individual client files from the past ten years. Accordingly, ACC is considering declining this part of
your request under section 18(f) of the Official Information Act. If you stil require information about
this topic, please consider refining the scope of your request significantly.
If you have any questions, ACC wil be happy to work with you to answer these. You can
contact us at [email address]
or in writing to Government Services, PO Box
242, Wel ington 6140.
You have the right to make a complaint to the Office of the Ombudsmen. You can call them on
0800 802 602, 9am to 5pm weekdays, or write to:
The Office of the Ombudsmen
P O Box 10 152