Printed from https://fyi.org.nz/request/34136-posse-framework-next-generation-case-management-administrative-decision-making on April 17, 2026 04:54

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POSSE Framework, Next-Generation Case Management, Administrative Decision-Making

Andrew Allan made this Official Information request to Accident Compensation Corporation

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From: Andrew Allan

Dear Accident Compensation Corporation,

I am writing to request the following information under the Official Information Act 1982:
1. POSSE Framework and "Serious Service Failure"
• The total number of Payment Outside Scope of Statutory Entitlements (POSSE) requests received by ACC between March 2024 and March 2026.
• The number of these requests that were declined because they did not meet the "serious service failure" threshold.
• The total number of active complaints currently with the Office of the Ombudsman regarding ACC’s POSSE decisions.
• A copy of the internal "rationale" or policy document that defines where the threshold for serious service failure sits.

2. Next-Generation Case Management (NGCM) Impact
• The specific criteria used to triage claimants with traumatic amputations or treatment injuries into the "Assisted Recovery" (remote/team-based) stream.
• The total number of claimants currently in the "Assisted Recovery" stream who have an accepted cover for a Treatment Injury.
• Any internal reports or audits produced since 2020 that mention the Assisted Recovery model being "constrained" or "hampering clients' recovery".

3. Administrative Decision-Making
• ACC's policy regarding the requirement to issue formal written decision letters under Section 64 of the AC Act 2001.
• The number of internal complaints received in the last 12 months regarding a failure to issue a formal decision (i.e., "constructive refusal").

Yours faithfully,

Andrew Allan

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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.

  

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: [1]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 [2][email address].

For personal information requests or privacy matters,
please visit [3]Request for personal information (acc.co.nz).

For general queries, please visit: [4]Contact us (acc.co.nz).

Ngâ mihi,

Government Services

PO Box 242 / Wellington 6011 / New Zealand / [5]www.acc.co.nz

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unless it is really necessary. Thank you.

 

 

 

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From: Government Services
Accident Compensation Corporation

Attachment GOV 046838 Appendix.pdf
3.4M Download View as HTML

Attachment GOV 046838 Response.pdf
234K Download View as HTML

Kia ora Andrew

 

Please find attached our response to your official information request
dated 17 March 2026. 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. 

 

Ngā mihi
Nicky Judd 
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.
​
 

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