Dear Accident Compensation Corporation,

The Office of the Complaints Investigator is the dependent unit tasked within ACC to investigate complaints about ACC, and determine breaches and or remedies that are under the ACC code of claimant rights, and where relevant, provide associated advice in relation to the complaints relevant impact under the ACC Act.

I am writing to request under the Official Information Act 1982;

1). for all official documentation that is associated with the procedural and legislative requirements/obligations associated with the process an investigator within the OCI Unit is required to undertake during a complaint investigation.

2). It would be appreciated if you could ensure that all official information is included in response to my request, and specifically to include but not be limited to ACC policy, procedural, process (including diagrams and investigation process flow charts) and legislative requirements and training documentation.

3). In the event that an ACC claimant has identified upon the receipt of a preliminary ACC712 Summary of events (Soe) from an OCI Investigator, that the OCI Investigator has omitted to register and acknowledge the complaint within their preliminary OCI ACC712 Soe findings:-

i). Please provide all official information associated with an ACC claimants rights of being able to request the OCI Investigator to provide an amended provisional ACC 712 Summary of events that notes all of the claimants original complaint for which the ACC OCI investigator has left out.

ii). Please provide all Official Information that sets out if an amended provisional ACC712 Soe with the complete details of all complaints referred to the ACC OCI Unit have not been included, acknowledged and forward to the claimant, how a claimant can protect their legal rights in terms of being able to redress the ACC OCI Investigator's preliminary findings which the OCI investigator has omitted to supply.

4). Please confirm what responsibilities/obligations the Complaint's investigator has during the investigation to actually complete a valid ACC 712 Summary of events report for the purposes of the complainant being able to respectfully reply to the ACC Investigator's preliminary comments.

5). Official information that sets to how the OCI Unit allocates investigation of client complaints, and, where there are multiple complaints that the claimant seeks remedy for, official information on how the OCI Investigator allocates the complaints for investigation and whether they can investigate multiple complaints at one time.

6). If multiple complaints can be investigated at the same time, official information setting out the obligations of the OCI Investgator to use an ACC 712 Summary of events fully for each complaint, or fully detail all complaints within the provisional ACC712 Summary of events investigation report.

Under s16(2) of the Official Information Act, my preferred way of
receiving a response is by email to the address from which ACC
received the original request, not by post, and I thank you for
your time and assistance.
Yours faithfully,

David Lawson