Under the Official Information Act 1982, I request the following information regarding ACC’s systems, quality-assurance processes, and internal controls relating to data integrity, file accuracy, evidence handling, and consistency of decision-making for the period 1 January 2019 – 31 December 2025.

This request is for high-level documents, internal frameworks, aggregated data, and system descriptions only.

No personally identifiable information is sought.

1. Data Integrity & File Accuracy Controls
1.1 Copies (or a list) of ACC’s internal policies, frameworks, or guidance documents relating to:

data accuracy standards

file integrity management

correction of errors

verification of clinical information

management of duplicate or incomplete entries

audit or quality checks on claim files

internal processes for escalating data-quality concerns

If documents are extensive, an index will satisfy this request.

1.2 The number of file-accuracy or data-integrity issues recorded each year, including (if held):

incorrect information added to files

missing documents

inconsistent summaries

retrospective corrections

misfiled or incomplete clinical notes

system-generated errors

(Only aggregated counts are requested.)

2. Evidence Handling, Missing Documents & Retrieval Processes
2.1 A high-level description of ACC’s document-handling and evidence-management procedures, including:

how supporting evidence is received, scanned, and allocated

how evidence is tagged or categorised in Eos or other systems

how missing or misplaced documents are identified and remedied

any internal KPIs relating to evidence completeness

2.2 Annual data from 2019–2025 on the number of instances where:

evidence was identified as missing or unavailable

evidence had to be resubmitted by claimants or providers

internal teams triggered a “missing documentation” workflow

external reviewers or ICRA raised concerns about incomplete files

If these numbers exist only in internal audit or QA summaries, providing such summaries satisfies this request.

3. Decision-Making Consistency & Variation
3.1 Any internal documents describing how ACC monitors consistency of decision-making, including:

internal quality-audit programmes

peer-review processes

variation analysis

decision templates or standardisation tools

guidance on avoiding inconsistent outcomes across regions or teams

(If a framework or methodology exists, a copy or index is sufficient.)

3.2 Aggregated annual data from 2019–2025 on:

the number of decisions amended or overturned internally due to quality issues

the number of decisions returned for rework due to inconsistency or incomplete evidence

instances where internal QA teams flagged systemic variation across teams, regions, or decision types

(No case-level data is requested.)

4. Review, ICRA & Court Feedback Loops
4.1 Any high-level internal documents describing ACC’s processes for analysing external feedback, including:

FairWay reviewer commentary

ICRA reviewer commentary

District Court and High Court appeal findings

trends from independent adjudicator decisions

quality improvements implemented in response

4.2 Annual aggregated data showing:

number of decisions changed following review (FairWay or ICRA)

number of decisions changed following appeal

themes or categories of decision-making errors identified during reviews

(Only summary or thematic documents are requested.)

5. System Reliability & Internal Audit
5.1 Internal audit or assurance reports (or an index of such reports) relating to:

system accuracy

claim file completeness

integrity of electronic records

handling of medical evidence

systemic error risks

5.2 Any internal data-quality improvement plans implemented between 2019–2025.

If full reports cannot be released, a list or summary of findings will satisfy this request.

Format

I request the information in electronic format (PDF or existing internal summary documents).

If any portion of this request requires refinement, please advise so I may adjust the scope.

Thank you for your assistance.

Kind regards,
Spencer Jones