14 November 2023
[FYI request #24454 email]
Kia ora Anon
Your Official Information Act request, reference: GOV-028422
Thank you for your request of 16 October 2023, asking for the following information under the Official
Information Act 1982 (the Act):
My request is for guidance, best practice, training documents, training videos, and other similar
information which describe and provide concrete examples of when reviewers, complaint team
members, and review specialists are getting it right and when they are getting it wrong. I ask for the
information held by ACC, FairWay, ICRA and the Navigation Service Providers - see section 2(5) of
the OIA.
Confirmation of eligibility under section 12 of the Act
On 27 October 2023 we wrote to you asking for information that confirms eligibility to request information
under section 12 of the Act. Thank you for your reply of 8 November 2023; ACC considers this confirmation
of eligibility for the ‘Anon’ FYI account to request information under section 12 of the Act. As such, we will
be providing a response to this request as well as to others from this account.
Our response
We have identified two documents within scope of your request, the Review Specialist Induction Guide and
the Independent Review Quality Framework. While the documents themselves do not contain specific
examples of these staff ‘getting it right or wrong’, they do provide a useful overview of the framework they
are expected to work under.
Navigation Service Providers
Navigation Service providers are not reviewers, complaint team members, or review specialists. Therefore,
they do not hold examples of these staff members getting this type of work ‘right or wrong’.
External review providers
In line with section 2(5) of the Act, we contacted independent contractors Fairway and ICRA asking them to
provide any information they held within scope of this request. ICRA advised that they did not hold any
information in scope. Fairway provided a copy of the Independent Review Quality Framework referenced
above.
As this information may be of interest to other members of the public
ACC has decided to proactively release a copy of this response on ACC’s website. All requester data,
including your name and contact details, will be removed prior to release. The released response will be
made available
www.acc.co.nz/resources/#/category/12.
GOV-028422 Page 1 of 2
If you have any questions about this response, please get in touch
You can email me at
[email address]. If you are not happy with this response, you can also contact the Ombudsman via
[email address] or by phoning 0800 802 602. Information about how to make a complaint
is available at
www.ombudsman.parliament.nz. Ngā mihi
Sara Freitag
Acting Manager Official Information Act Services
Government Engagement
GOV-028422 Page 2 of 2
Document Outline
