Requesting official
information
Information on ACC and how we do our business is called official information. This includes a
wide range of materials, such as written documents, tape recordings, electronic files and
manuals, e-mails, books, maps, drawings, video tapes and films, as well as information on
other people.
How do I ask for the information?
Relevant legislation
You can call, write or email. We’d prefer you to
ACC complies with the Official Information Act
write as this means we will both have a clear
1982, which sets out how to request
record of the information you want. Please
information, timeframes for delivery to you, and
remember to give us as much detail as
how much it may cost.
possible.
Questions, concerns, or want to know
Will it cost me anything?
more?
On rare occasions, we may ask you to pay if
If you have any questions or concerns, please
you’ve asked for large amounts of information.
talk to the person you’ve been dealing with, or
We’ll always let you know how much it’ll be
their manager.
before we start working on your request, and
we’ll usually ask you to pay some or all the
If you’re still not happy, or you’re not
charges before we begin work.
comfortable talking to the person involved or
their manager, please call our Customer
How long will I have to wait?
Support Service on 0800 650 222 between
When possible, we’ll get the information to you
8am and 5pm weekdays. They’ll be happy to
within 20 working days of receiving your
answer your questions and will make every
request. We’ll always let you know if it’s going
effort to sort out any problems. They’ll talk to
to take longer.
you about your options, including talking to our
Privacy Officer or lodging a complaint.
What if ACC isn’t able to give me the
information?
If we’re unable to meet your concerns, you
We’ll always write and let you know why we
may want to contact the Office of the
aren’t able to give you the information.
Ombudsmen on 0800 802 602 or
Sometimes we may not have the information
www.ombudsmen.govt.nz
you want, but know other government agencies
which do. If this happens, we’ll transfer your
If you’d like to know more, you may be
request to them and let you know who will
interested in the following information:
handle it.
For information on…
see the information sheet…
official information and how to request it
Requesting official information
how we collect and use your information
Collection and disclosure of information
Copies are available at any ACC Branch, on our websit
e www.acc.co.nz or by calling
0800 101 996.
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