ACC Complaint Process
Sarah made this Official Information request to Accident Compensation Corporation
The request was partially successful.
From: Sarah
Dear Accident Compensation Corporation,
The Ombudsman has provided written communication that prior to an ACC Claimant raising a complaint with this government agency that a complaint must be made to the ACC Chief Executive Officer. However upon communicating to the ACC Resolutions Team of a request to escalate a complaint about the service I've received by the ACC Resolutions Team to the ACC Chief Executive Officer, I have been advised by an ACC Resolutions Specialist that all complaints that are addressed to the ACC Chief Executive Officer are managed by the ACC Resolutions Team. The complaint I want to raise is directly about the ACC Resolutions Team and Manager. If the Ombudsman has clearly provided a pathway for ACC Claimants to escalate complaints to the ACC Chief Executive then my expectation is that I am able to do so.
As per the information provided by the Ombudsman, I would like ALL Official information about how an ACC Claimant can escalate a complaint to the ACC Chief Executive Officer and what the complaint process involves, any internal policy, procedures and ACC work practices involved
I would like ALL Official information about how an ACC Claimant can make a complaint against the ACC Resolutions Team and Manager, and the internal process, policy and mapping of the appropriate staff and or departments involved
I would like ALL Official information about the ACC Chief Executive's involvement in ACC Claimants' Complaints addressed to the ACC Chief Executive (I am specifically wanting to know if the ACC Chief Executive has an active role in ACC Clamaints Complaints which are addressed to the ACC Chief Executive) I'm not interested in any specific details of ACC Claimants, Complaint details etc)
I would like ALL Official information about the ACC Complaint Process for ACC Claimants including any internal procedures, policies, ACC work practices and resources
I would like ALL Official information about the role of an ACC Resolution Specialists role and any resources available (I do not require specific details of staff members)
I would like ALL Official information about the role of an ACC Resolutions Manager and any resources available (I do not require specific details of staff members)
I would like ALL Official information about the ACC Resolutions Team and what internal policy, procedure and any resources around this department has in
a) reasonably accommodating to a disabled person's requests when managing a complaint on behalf of the ACC Claimant who identifies as having disabilities,
b) when the ACC Resolution Specialist is navigating directly with the ACC Claimant
(specifically communication needs)
I would like ALL Official information about the ACC Resolutions Team and if staff have had any training in disability education, disability awareness and disability navigation when dealing with ACC Claimants who identify as having disabilities
Yours faithfully,
Sarah Brodrick
From: Government Services
Accident Compensation Corporation
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From: Government Services
Accident Compensation Corporation
GOV 025190 Appendix.pdf
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GOV 025190 Response.pdf
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Kia ora Sarah
Please find attached our response to your official information request
dated 21 May 2023. 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/ alternati... give us a
call on 0800 101 996.
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Ngâ mihi
Sara Freitag (she/her)
Acting Manager | OIA Services
' 027 973 7330
* PO Box 242, Wellington 6011
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Scott left an annotation ()
Sarah,
I hope this may assist you.
In the files released by ACC, at page 13 is a document titled “Behaviours to uphold the Code of ACC Claimants Rights”.
This document firstly lists Eight essential behaviours to uphold the spirit of the ACC Code, then it explains each of the Rights and the values which must be met in respect to those rightse.
Please note a Right is a guarantee, any departure from the set Values will result in a breach of that Right. This also includes the behaviours of the Tesolution Team.
Pay special attention to Right 8
Link to this