15 December 2023
Anon
[FYI request #25054 email]
Kia ora
Your Official Information Act request, reference: GOV-029414
Thank you for your email of 6 December 2023, asking for information under the Official Information Act
1982 (the Act). I have provided a response to each of your questions in turn.
Request 1 – ACC email services
Email services are provided by both Datacom and ACC. Services are managed depending on type and level
of support required.
Request 2 and 5 – Communication plan clients and complaints
We currently have a total of 71 mail flow rules for email redirection purposes. However, we cannot confirm
how many of these relate to claimants, and which of those have communication plans, without manually
reviewing each one. This would include reading information on each claim to determine whether there has
been ‘instructions to ACC staff to refuse to speak over the phone with the claimant’. Further, we are unable
to provide data on the number of complaints or reviews about communication plans that resulted in the
interception of communications.
As such, we are refusing these parts of your request as providing the information would require substantial
collation and research. This decision has been made under section 18(f) of the Act. In making this decision,
we have considered extending our timeframe to respond and charging (as allowed under the Act).
However, it was determined that the resources required to extract the information would have a significant
impact on the everyday functions of the team(s) involved.
Requests 3 and 4 – Email redirection policies and processes
ACC does not hold policies or process documents on email redirection specifically. As such, we are refusing
your requests as the information does not exist. This decision has been made under section 18(e) of the
Act.
Request 6 – Further information about email redirection
Both ACC's Security Team (consisting of Security Advisors) and Datacom are involved in actioning email
redirections requests.
We are refusing to provide the names of people involved to protect their privacy. This decision is made
under section 9(2)(a) of the Act. In doing so, we have considered the public interest in making the
information available and have determined that it does not outweigh the need to protect the privacy of
these individuals.
GOV-029414 Page 1 of 2
As this information may be of interest to other members of the public
ACC may publish 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
Manager Official Information Act Services
Government Engagement
GOV-029414 Page 2 of 2
Document Outline
