Email Redirection
Scott made this Official Information request to Accident Compensation Corporation
The request was partially successful.
From: Scott
Dear Accident Compensation Corporation,
Could you please provide the following information relating to clients emails.
- When did ACC approve the use of email redirection.
- A copy of the instructions, guidelines etc that were provided to ACC staff on the use of email redirection.
- What oversight is in place to insure that email redirection is only used for the purpose it was approved for.
Yours faithfully,
Scott
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due
In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.
The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff 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 staff names.
Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.
Ngâ mihi,
Government Engagement Team
Government Engagement, ACC
' 0800 101 996
* Box 242, Wellington 6011
[6]www.acc.co.nz
Disclaimer:
"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."
References
Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...
From: Government Services
Accident Compensation Corporation
GOV 026875 Appendix.pdf
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GOV 026875 Response.pdf
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Kia ora Scott
Please find attached our response to your official information request
dated 4 August 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.
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.
Ngâ mihi
Sara Freitag (she/her)
Acting Manager | OIA Services
' 027 973 7330
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
Disclaimer:
"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."
References
Visible links
1. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/
From: Scott
Dear Government Services,
Thank you for your information release.
To clarify my request, I’am looking for the information relating to however email redirection became a tool for use.
Yours sincerely,
Scott
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due
In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.
The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff 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 staff names.
Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.
Ngâ mihi,
Government Engagement Team
Government Engagement, ACC
' 0800 101 996
* Box 242, Wellington 6011
[6]www.acc.co.nz
Disclaimer:
"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."
References
Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...
From: Government Services
Accident Compensation Corporation
Kia ora Scott
Please find attached our response to your official information request
dated 14 August 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/ 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.
Ngâ mihi
Sara Freitag (she/her)
Acting Manager | OIA Services
' 027 973 7330
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
Disclaimer:
"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."
References
Visible links
1. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/
From: Scott
Dear Sara,
The documents firstly provided in respect to this OIA request make no reference what so ever to redirecting all emails from a client to a single ACC mail account.
The subsequent response by ACC “Email redirection is a function inherent to the email system”.
When you advised the “email system” are you referring to the ICT platform administered by Datacom under contract to ACC?
- If you did mean the Datacom platform, please provide the following information; all white papers, policies etc that support the actions of an ACC Security Advisor in sending instructions to Datacom’s service desk to implement a re-direct of all mail receive from a claimants email address to a specified ACC mail box.
Yours sincerely,
Scott Rowbottom
cc. Ombudsman NZ
From: Government Services
Accident Compensation Corporation
Kia ora
Thank you for contacting ACC; this is an automatic reply to confirm we
have received your email.
We will try to respond your query as quickly as possible. However,
depending on the nature of your request you may not receive a response for
up to 20 working days. You can check the [1]Ombudsman OIA response
calculator to find when your request for official information will be due
In cases where ACC’s response provides information that is identified to
be of general public interest, the response may also be published on the
ACC’s website. If ACC publishes the response to your OIA request, all
personal information, including your name and contact details, will be
removed.
The information you have requested may involve documents which contains
the names of our staff. Please let us know whether you require these
names. We may need to consult our staff 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 staff names.
Our [2]website provides up to date news and information about our work.
You can also follow us on [3]Facebook and [4]Twitter. Further information
about how to contact us is also available [5]here.
Ngâ mihi,
Government Engagement Team
Government Engagement, ACC
' 0800 101 996
* Box 242, Wellington 6011
[6]www.acc.co.nz
Disclaimer:
"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."
References
Visible links
1. http://www.ombudsman.parliament.nz/agenc...
2. http://www.acc.co.nz/
3. http://www.facebook.com/ACCNewZealand/
4. https://twitter.com/accnz
5. http://www.acc.co.nz/contact/
6. https://aus01.safelinks.protection.outlo...
From: Government Services
Accident Compensation Corporation
Kia ora Scott
Please find attached our response to your official information request
dated 24 September 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/ 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.
Ngâ mihi
Sara Freitag (she/her)
Acting Manager | OIA Services
' 027 973 7330
* PO Box 242, Wellington 6011
ACC cares about the environment – please don’t print this email unless it
is really necessary. Thank you.
Disclaimer:
"This message and any attachments may contain confidential and privileged
information. If you believe you have received this email in error, please
advise us immediately by return email or telephone and then delete this
email together with all attachments. If you are not the intended
recipient, you are not authorised to use or copy this message or any
attachments or disclose the contents to any other person."
References
Visible links
1. mailto:[email address]
2. https://www.acc.co.nz/contact/
3. https://get.adobe.com/nz/reader/
Sue left an annotation ()
ACC did not give you all the information they had at that time. In the response, ACC failed to included:
- Implement a Communication Plan v1.0 (GOV-026529, dated 1/8/23)
- Review a Communication Plan v2.0 (GOV-026529, dated 1/8/23)
- Activate, Review and Deactivate Care Indicators (GOV-026717 dated 24/8/23), which requires conduct consistent with pg 23 of Safe Kiwis: Managing Aggressive and Threatening Behaviours (GOV-026717 dated 24/8/23).
- Disclosure of care indicator information to third parties Policy (GOV-026284 dated 19/7/23).
- Managing care indicated clients (6/3/17)
- Managing care indicators (6/3/17)
- REV51 Supporting Effective Communication - Warning 1 template letter
- REV51 (probably REV52) Supporting Effective Communication - Warning 2 template letter
- REV53 Supporting Effective Communication - Restriction template letter.
Docs from 6/3/17 are at <https://fyi.org.nz/request/4922-request-...)>.
The most informative processes were not included:
1. Implement Communication Plan; and
2. Activate, Review and Deactivate Care Indicators.
These processes require:
1. everything to be documented in EOS (Indicator Tab) and emails (thus Contacts tab); and
2. multiple discussions with the Team Leader, with Team Leader feedback; and
3. approval from the Team Leader.
ACC must provide this formation to you (privacy act IPP 6), even if it is only held in their minds - however, the policies and processes require documentation.
ACC has specific policies regarding requests for emails (GOV-027824 - Requests for client emails). Ask for:
- an email sweep;
- complete claim summary report, including all contacts, tasks, indicators, documents, etc, including at the Party Level.
There is no mention of "redirection" which is actually being implemented as "interception".
The implementation is done by the Client Services Leader according to step 11(e)) of the Implement a Communication Plan process; however, ACC stated that implementation is between Security and Datacom (GOV-029414 dated 15/12/23). Therefore, there must be additional process by which Client Services liaises with Security, and Security liaises with Datacom that ACC is not providing.
There must also be internal discussions about the actual effect of the communication plan, including who is delegated to intercept the emails and how ACC ensures that the emails will be received by the appropriate employee who has the delegated authority to access the information and make decisions.
Interestingly, there is no information regarding:
- steps to contact the claimant about indicators or having a discussion with the claimant before issuing warnings; and
- review rights for the claimant, as mandated by the Act, Code, and breach of principles of natural justice (NZ BoRA, 27); or
- seeking internal or external legal counsel before implementing the plan; or
- seeking help from the police or to take legal action if ACC really believed the claimant posed a threat of physical violence or has engaged in harassment.
Things to do with this request
- Add an annotation (to help the requester or others)
- Download a zip file of all correspondence
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AS Van Wey (Account suspended) left an annotation ()
It may be helpful to clarify the meaning of "email redirection". Do you mean forwarding an email, or email interception?
Email forwarding is when the intended recipient (a specific email address to a specific person or team) receives the email then forwards the email to another individual. This can be a manual or automated process. For instance, when a claims manager sends a communication to their FileAway team to add to the claim file, or forwards an email to their manager because it includes a tricky question.
The intended recipient might use an automated process when they leave an organization, so that all received emails receive an automatic response and the email is automatically forwarded to another person. Usually, this would be done if the person is on holiday, left an organization, or feels harassed by another person. I've personally used this method when being harassed by a HNZ employee.
Email interception occurs in two ways: (1) when the intended recipient does not receive the email and another party does, or (2) when the intended part receives the email and so does some other third party, without the knowledge or consent of either the sender or the intended recipient.
It has been my experience that when NZ government employees refer to "email redirection" they are actually talking about "email interception", not "email forwarding". Best to clarify. Interception is a criminal offence (ss 216B and 249 of the Crimes Act) and forwarding is not, it just may be a breach of your privacy rights (IPP 3, 5, 10, 11, 12).
Link to this