5 March 2024
Anthony Jordan
[FYI request #25770 email]
Kia ora Anthony
Your Official Information Act request, reference: GOV-030597
Thank you for your request of 18 February 2024, asking for the following information under the Official
Information Act 1982 (the Act):
Please provide the following for all Concussion Clinic and Post concussion Clinic Services established
by the ACC for respective years 2010 to date:
1.
General Client Feedback Post Completion of using any ACC Initiated Concussion Clinic and Post
concussion Clinic Service for respective years 2010 to date
2.
Number of Complaints made by Clients during participation of using any ACC Initiated Concussion
Clinic and Post concussion Clinic Service for respective years 2010 to date
3.
Number of Complaints made by Clients Post-participation of using any ACC Initiated Concussion
Clinic and Post concussion Clinic Service for respective years 2010 to date regarding service received
General client feedback
Under the current ACC Concussion Services contract, suppliers are required to report to ACC on any service
improvement work undertaken, which can include actions on client feedback. Anecdotal feedback and
supplier reporting indicate high client satisfaction levels.
Under section 2(5) of the Act, we considered asking each provider to provide the specific feedback they
have received. However, given the volume of suppliers ACC has under the Concussion Services contract,
providing that information would require substantial collation and research and be refused under section
18(f) of the Act.
Recent changes ACC has implemented regarding how clients access the service have demonstrated faster
service provision for clients. ACC is also undertaking work to gain and collect client feedback in relation to
Concussion Services. This work means we can report on this feedback in future.
We are unable to provide data on the number of complaints related to Concussion Services
We are refusing these parts of your request as extracting the data would require us to manually read
through individual claim files, requiring substantial collation and research. This decision has been made
under section 18(f) of the Act.
In making this decision, we considered extending our timeframe to respond and charging (as allowed under
the Act). However, it was determined that the resources required to extract the data would have a
significant impact on the everyday functions of the team(s) involved.
GOV-030597 Page 1 of 2
As this information may be of interest to other members of the public
ACC may decide 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 availabl
e www.acc.co.nz/resources/#/category/12. 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
Christopher Johnston
Manager Official Information Act Services
Government Engagement
GOV-030597 Page 2 of 2
Document Outline
