Printed from https://fyi.org.nz/request/33173-request-for-information-on-performance-targets-operational-time-standards-decline-rates-staff-pressure-frameworks-2019-2025 on February 28, 2026 10:01

Request for Information on Performance Targets, Operational Time Standards, Decline Rates & Staff Pressure Frameworks (2019–2025)

SPENCER JONES made this Official Information request to Accident Compensation Corporation

The request was partially successful.

From: SPENCER JONES

Under the Official Information Act 1982, I request the following information relating to ACC’s performance targets, operational timeframes, productivity expectations, and decision-making pressures for the period 1 January 2019 – 31 December 2025 (or the closest period for which data exists).

This request is limited to high-level, aggregated information, policies, and internal frameworks.
No personal staff information is sought.

1. Internal Performance Targets & KPIs
1.1 Copies or summaries of any internal Key Performance Indicators (KPIs) applied to staff involved in:

claims management

cover decisions

weekly compensation decisions

clinical advice

operational call centres

data assessment or QA functions

including any KPIs relating to:

timeliness

throughput

processing speed

clearance rates

backlog reduction

decision output volumes per staff member

(If formal KPI documents exist, an index will satisfy this request.)

1.2 A list of all formal performance measures in place from 2019–2025, including any changes in KPIs introduced during this period.

2. Time Standards, Expectations & Productivity Metrics
2.1 Internal documents describing expected timeframes for:

making cover decisions

assessing weekly compensation

requesting and reviewing clinical information

completing internal assessments

progressing complex or sensitive claims

2.2 Any internal performance dashboards or summary reports (even in high-level form) relating to:

average processing times

overdue tasks

timeliness standards

backlog management programmes

productivity expectations for staff

If complete dashboards cannot be released, a list or extract of relevant indicators is sufficient.

3. Decline Rates, Approvals & Operational Decision Drivers
3.1 Annual aggregate data (2019–2025) showing:

number of cover decisions made

number approved

number declined

percentage decline rates per year

any internal monitoring or analysis of fluctuations in decline rates

(National-level data is sufficient; no regional or staff-level data requested.)

3.2 Any internal documents discussing the relationship between performance targets and claim outcomes, including:

pressure to meet timeframes

backlog-reduction initiatives

impacts of staffing shortages

operational directives or performance programmes

internal commentary on fairness or accuracy risks

A summary or thematic analysis is sufficient if full documents cannot be provided.

4. Operational Pressure, Staffing Capacity & Risk Assessments
4.1 Copies or summaries of internal risk assessments relating to:

staff workload

claim volumes

resourcing constraints

impacts on decision accuracy

pressure or burnout affecting service-quality outcomes

4.2 Any internal documents assessing whether staffing capacity is adequate to meet statutory timeframes and internal KPIs, including:

workforce planning summaries

capacity-gap analyses

risk ratings for under-resourcing

If these exist only in annual planning documents, providing the relevant extracts is sufficient.

5. Feedback Loops & Corrective Action
5.1 Internal documents or summaries describing how ACC monitors whether performance pressures have contributed to:

inconsistent decision-making

premature declines

errors requiring correction

quality concerns identified by review bodies (ICRA, FairWay)

elevated complaint or reconsideration rates

5.2 Any internal improvements or mitigation steps implemented between 2019 and 2025 addressing the above issues.

A list or summary will satisfy this request.

Format

Electronic format (PDF, Word, Excel, or existing internal reporting formats) is preferred.

If any part of this request requires refinement, please advise and I will amend it.

Thank you for your assistance.

Kind regards,
Spencer Jones

Link to this

SPENCER JONES left an annotation ()

This request examines how ACC structures its internal performance expectations, including:

timeliness targets

productivity requirements

claim-processing time standards

decision throughput expectations

monitoring of decline rates

staff workload and capacity assessments

These performance settings influence how quickly decisions are made and how consistently ACC meets statutory obligations under the Accident Compensation Act.

The OIA seeks high-level internal information only, such as:

summaries of KPIs

time-standard frameworks

dashboard indicators

decline-rate trends

internal risk assessments

reviews of operational pressure

No personal staff information is requested.

The purpose is simply to understand how ACC balances:

timeliness,

accuracy,

quality assurance, and

fairness

in an environment with significant claim volumes and operational pressures.

This request complements transparency work already underway across ACC regarding clinical quality, decision-making consistency, and internal audit performance.

Updates will be posted when ACC responds.

Link to this

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.

 

Please note that during the holiday period there is a three-week period
where days are not counted as working days. This is from 25 December 2025
to 15 January 2026, inclusive. You can read more about this on the
Ombudsman website here: [1]Official Information requests over the
2025/2026 holiday period. 

 

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: [2]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 [3][email address].

For personal information requests or privacy matters,
please visit [4]Request for personal information (acc.co.nz).

For general queries, please visit: [5]Contact us (acc.co.nz).

 

 

Ngâ mihi,

Government Services

PO Box 242 / Wellington 6011 / New Zealand / [6]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

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3. mailto:[email address]
mailto:[email address]
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Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

From: Government Services
Accident Compensation Corporation

Attachment GOV 044915 Copy of requests.pdf
340K Download View as HTML

Attachment GOV 044915 Response.pdf
197K Download View as HTML

Attachment GOV 044915 COVID data.xlsx
19K Download View as HTML

Kia ora Spencer

 

Please find attached our response to 12 of your official information
requests dated between 5 and 14 December (our references: GOV-044915,
GOV-044929, GOV 044959, GOV-044985, GOV-044948, GOV-044950, GOV-044952,
GOV-044951, GOV-044947, GOV 044978, GOV-045041, and GOV-045119). 

 

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.

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/

Link to this

SPENCER JONES left an annotation ()

Public FYI Annotation Template

Annotation: Consolidated ACC response (GOV-044915) and why this matters for public transparency

This request forms part of a wider set of ACC OIA requests lodged in early–mid December 2025 concerning ACC’s decision-making systems, governance controls, and (critically) the financial/metadata architecture used to report dispute-resolution expenditure (Reviews, Appeals, External Counsel, ICRA, and FairWay).

1) ACC bundled multiple distinct OIAs into a single “umbrella” response

ACC issued a consolidated response under GOV-044915 which states it is responding to 12 official information requests dated between 5 and 14 December, including GOV-045041 and several other governance/data integrity requests.

This consolidation practice matters because it can:

make it harder for the public to track which questions were answered (or not answered) within each thread,

complicate follow-up/refinement inside the “correct” request, and

obscure whether any given request was actually dealt with substantively, or merely grouped into a volume-management response.

2) The core public-interest issue: “reported numbers” vs “classification architecture”

Across the bundled threads, the recurring public-interest question is:

How does ACC classify and report dispute-resolution expenditure (Reviews vs Appeals; ICRA vs FairWay; external legal counsel), and what definitional artefacts exist to support auditability and transparency?

This is not a request for claim-level personal information. It is about system-level accountability for a statutory insurer.

3) Key confirmed disclosure: vendor-ID separation exists

In the consolidated response material, ACC states that the reported split between ICRA and FairWay expenditure was separated using unique vendor IDs.
That point is important because it is a system architecture fact (a classification mechanism), and it directly informs how refined follow-up requests should be framed.

4) Live refinement pathway: GOV-045041 (ERP metadata and refusal logic)

To keep the record clean and avoid duplication, refinements and targeted architecture clarifications are being pursued through GOV-045041, which is publicly visible on FYI.

5) Related thread: dispute-resolution legal spend tables already released

A related request (external legal expenditure on claimant reviews & appeals) provides important context on dispute-resolution spend and is part of the same transparency chain.

6) Why this matters for veterans and disabled claimants

Veterans and medically vulnerable claimants are disproportionately affected when a disputes system is:

difficult to audit externally,

hard to understand from published classifications,

opaque in how costs flow through review/appeal pathways, and

procedurally complex to challenge.

This annotation is posted to help RSA, VANZ/VAB, MPs, and investigative journalists see the full linked record across requests, rather than each thread in isolation.

7) Cross-linked OIA threads (navigation index)

For ease of public review, relevant linked threads in this cluster are listed below (see links).

Link to this

SPENCER JONES left an annotation ()

GOV-044915 consolidated response context (example thread):
https://fyi.org.nz/request/32906-treatme...

GOV-045041 (ERP metadata / refusal logic – dispute-resolution spend):
https://fyi.org.nz/request/33222-acc-cla...

Dispute-resolution spend context (external legal expenditure on claimant reviews & appeals):
https://fyi.org.nz/request/32869-acc-ext...

Original finance/ERP extracts & GL codes thread (earlier spine request):
https://fyi.org.nz/request/32534-acc-ext...

Provider billing irregularities / audit / fraud controls:
https://fyi.org.nz/request/33169-request...

Data integrity / evidence handling / QA systems:
https://fyi.org.nz/request/33172-request...

Performance targets / operational time standards / decline rates / staff pressure:
https://fyi.org.nz/request/33173-request...

Conflicts of interest / assessor governance / panel selection:
https://fyi.org.nz/request/33171-request...

External legal expenditure / investigator engagements / assessor governance:
https://fyi.org.nz/request/33170-request...

ACC annual performance outcomes / clinical QA / turnaround standards / contractor oversight:
https://fyi.org.nz/request/33150-request...

ACC organisational structure / staffing distribution / contractor use / cost structures:
https://fyi.org.nz/request/33147-request...

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Anyone:
Accident Compensation Corporation only: