11 March 2020

David Lawson
[FYI request #12232 email]

Tēnā koe David

Your Official Information Act request, reference: GOV-003765
Thank you for your email of 13 February 2020, asking for the following information under the Official
Information Act 1982 (the Act):

I respectfully request a copy of ACC's policy with respect to all aspects of how ACC and their staff
handle review applications submitted to the Corporation from the time that they have been
received through to the completion of the duties of ACC employees in managing this process.
Please provide me a copy of the policy that was in effect at 1st July 2018 and any iterations that
have been introduced through to present.

Please ensure it outlines what duties are expected and also confirms the expected timeframe a
client from ACC per ACC's policy is supposed to receive an acknowledgement from the
Corporation that their application for review of an ACC decision, or their lack to have made a
decision, has been received by the Corporation after the client has forwarded their application by
email, by post, and or hand delivered.
I also request confirmation as to when a review number is allocated to a clients application for
review through this process.

Review processes are attached
Since June 2019, we have been migrating our claims management processes and policies from CHIPs to
Promapp, our new information reference site for managing claims.
The review processes relevant to your request are attached, and include process pages from both CHIPs
and Promapp.
CHIPS processes since 1 July 2018
The CHIPS processes we are providing you are listed in the appendix, which includes details about all the
changes made to these processes since 1 July 2018. As you wil  note, the changes were limited to new
letter templates and name changes.

We are providing you with the final versions of these, before they were removed from the CHIPS
intranet site on 5 July 2019.

Promapp processes since June 2019
ACC revised its review-related processes in 2019. These revised processes were published on Promapp
from 21 June 2019, and include the fol owing:

•  Accept or Decline Late Review Application
•  Close Review
•  Complete Background Review
•  Conduct Initial Customer Contact
•  Create Bulk Print and Send CIT Task
•  Implement Resolution Outcomes

                                                                                                                                                  GOV-003765

•  Prepare and Attend an Alternative Dispute Resolution (ADR)
•  Prepare and Attend Case Conference (CC)
•  Prepare and Lead an Internal Resolution Consultation (IRC)
•  Receive, Log and Al ocate Review Application
•  Refer to Legal Services for external counsel

We are not providing you with every iteration of the above processes. In making this decision, we note
the following:
•  A new version of a process is created when any change has been made. This includes very smal
amendments, such as spelling corrections or minor formatting changes, as well as more substantive
changes. Due to this, there are very many new iterations of some processes. For the 11 review-
related processes, there has been a total of 162 iterations since they were published in June last
year.
•  We do not have a straightforward way to identify substantive changes to processes over a period of
time. The only effective way to see changes, is by looking at individual entries in change logs and
comparing one version of a process to the next.
•  We are not currently able to print earlier versions of processes directly from Promapp.

As such, we are refusing your request for every iteration of the above processes, as to col ate this
information would require substantial manual collation and research. This decision is made under
section 18(f) of the Act.

We are however, able to provide you with the first and the most current versions of each review process
from Promapp for comparison. Please find these attached.

Review number al ocation
We can confirm that a review number is al ocated to an application for review when the PRC REV task is
created. This task automatically assigns a review number when it is generated. Further information
about this can be found in the ‘Receive, Log and Al ocate Review Application’ Promapp page.

ACC takes privacy seriously
ACC has withheld the names of staff members from the attached documents to protect their privacy.
This decision is made under section 9(2)(a) of the Act. In making this decision we have determined that
withholding this information is not outweighed by the public interest in making it available.

Questions about our response
If you have any questions, you can email me at [email address].

If you are not happy with this response, you have the right to make a complaint to the Ombudsman.
Information about how to do this is available at www.ombudsman.parliament.nz or by phoning 0800
802 602.

Nāku iti noa, nā

Sasha Wood
Acting Manager Official Information Act Services
Government Engagement & Support
Accident Compensation Corporation
Page 2 of 3

                                                                                                                                                  GOV-003765

Appendix

Changes to content on CHIPS processes since 1 July 2018
Document name
Revision date
Type of change
Change description
Receiving a review application
-
None
-
Implementing alternative dispute  01-Apr-19
Document change  Document 'ACC6239 Review -
resolution
ADR file cover sheet' changed
from 'REV07 Letter to Fairway
Resolution Ltd'.
Investigating extenuating
01-Apr-19
Document change  Document 'REV 18 letter'
circumstances
changed from 'REV11 late review
application - further information'.
Preparing for a review hearing
14-Mar-19
Name change
Change to ACC's online learning
management system, from 'Lime'
to 'Grow@ACC'.

01-Apr-19
Name change
Name 'ACC6239 ACCReview -
ADR cover sheet' changed from '
ACC6239 Review - ADR cover
sheet'.

Managing the review outcome
-
None
-
Withdrawing a review
-
None
-
Managing an appeal
-
None
-

Accident Compensation Corporation
Page 3 of 3

Document Outline