14 November 2023
[FYI request #24458 email]
Kia ora Anon
Your Official Information Act request, reference: GOV-028436
Thank you for your request of 17 October 2023, asking for the following information under the Official
Information Act 1982 (the Act):
This is a request for information on how ACC determines and calculates the numbers of complaints. I am requesting the documents which show how ACC: - defines, records, and responds to complaints appropriately and consistently throughout the
organisation; and - measures, monitors, and report on performance in handling complaints, including financial costs,
complainant satisfaction, and the implementation of remedies. Please provide me with the information on the steps a complainant can take to escalate a complaint
which is not being handled fairly. That is information which details to whom and where a claimant
is to lodge a complaint about the services provided (or lack of services provided) by the complaints
team. Clearly, the complaints team cannot evaluate and investigate a complaint against
themselves, because it couldn't possibly be unbiased.
Information regarding complaints
ACC has published relevant complaints information, here:
www.acc.co.nz/assets/oia-responses/complaints-
procedure-and-process-at-acc-oia-response-GOV-025288_redacted.pdf. We have also proactively released
ACC complaints policies, her
e: www.acc.co.nz/resources/#/subcategory/248. Complaints monitoring is done via board and executive reporting
We have identified the aide memoir ‘Data analytics on ACC complaints’ as being in scope of your request.
This document is attached and contains information on how complaints are managed and reported on. As
staff names were not requested, they have been deemed out of the scope of your request and removed.
Complaints escalation The outcome of complaints about Resolution Services staff is peer reviewed by a team outside of
Resolution Services. This is done to ensure the complaints management is fair. That said, there are several
options if a client remains unsatisfied with the outcome of the complaint:
• If the complaint resulted in a decision on whether ACC has breached the Code of Claimants’ Rights
(the Code), the client can apply for a review of the decision by completing an ACC33 Review
Application Form. More information can be found, here:
www.acc.co.nz/im-injured/resolve-an-
issue/request-an-independent-review/.
• If a decision was not made on whether ACC has breached the Code (a non-code complaint), the
client can ask the complaints service to consider the complaint under the Code by phoning 0800
650 222 or emailing
[email address].
Further details about making complaints to independent organisations is available on the ACC website,
her
e: www.acc.co.nz/im-injured/resolve-an-issue/talk-to-us-or-make-a-complaint/.
GOV-028436 Page 1 of 2
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. If you are not happy with this response
you can 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-028436 Page 2 of 2
Document Outline
