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Beep

Customer Resolutions

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Pretty much the standard reply now is: 

Quote

while I acknowledge you remain dissatisfied with the information given, we are unable to look into this matter further.

 

(yep I acknowledge I am a problem child for them but they need it).

 

I had one complaint that was passed on to Team Manager, the complaint was closed down by Resolutions and no one got back to me at all.  I emailed 5-6 weeks later to find out what was going on and it was toxic and downhill from there.  When I got my files I also got a copy of the Complaints form showing it had been closed down once it had been passed on.

 

So what is the point of Resolutions?  Is it part of Code of Claimants rights and if it is ignoring complaints what then?

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while I acknowledge you remain dissatisfied with the information given, we are unable to look into this matter further.

 

It's sad to see that they are still using the same wording used way back years ago!

 

 

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1 hour ago, Beep said:

Pretty much the standard reply now is: 

 

(yep I acknowledge I am a problem child for them but they need it).

 

I had one complaint that was passed on to Team Manager, the complaint was closed down by Resolutions and no one got back to me at all.  I emailed 5-6 weeks later to find out what was going on and it was toxic and downhill from there.  When I got my files I also got a copy of the Complaints form showing it had been closed down once it had been passed on.

 

So what is the point of Resolutions?  Is it part of Code of Claimants rights and if it is ignoring complaints what then?

 

Just on the subject of complaints I remember lodging an official complaint about AON with the then Minister for ACC Labour's Ruth Dyson - her then Private ACC Secretary Judy Dearsley wrote to me and advised me that my complaint about AON had been referred to AON for investigating!

 

I think that was around 2002/3 time-frame.

 

IN a nutshell they said everything was hunky dory!

 

What else could they say?

 

It certainly wouldn't be Yes, we did contact all the Reporting Specialist etc because we need to exit this claimant because we have already told ACC that we have successfully exited him because he has been found to have a work capacity of 30 or more hours a week.

 

It is my Opinion that AON NZ were very dishonest when case managing long term ACC claimants files between 1999 and 2003/4 ish.

 

ACC and all it's nooks and crannies should be investigated with public submissions etc.

I'm sure there are thousands of us who would have something to say about the ACC ... and in my case also AON!

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When resolutions obviously doesn't work where to from there?  

 

According to a OIA Request in 2017, the reply from ACC regarding the OCI (and disestablishment of that office) was:

"While the Customer Resolution team is not independent of ACC they are objective and provide an effective, impartial service for the resolution of complaints made by clients, business customers and providers."

https://fyi.org.nz/request/5921-office-of-the-complaints-investigator-oci-funding#incoming-19829

 

Ain't that a joke and a half!  My extensive interactions with them involves their repetitive regurgitation in parrot like fashion the same crap being spewed forth from the Team Manager and his lackeys.

 

I saw my local MP's office a couple of months ago who said if the service is not doing what it should then it is a reflection of broken legislative process (or ACC breaking it) and suggested I follow up with various MP's, opposition members and the PM.

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22 hours ago, Beep said:

"While the Customer Resolution team is not independent of ACC they are objective and provide an effective, impartial service for the resolution of complaints made by clients, business customers and providers."

 

I don't normally use these emoji's but in this case it's the best way to describe my response to the above quoted

 

🤣

 

What a load of bullpoo that is!

 

 

This Anthony Jordan seems to be asking the right questions. Very interesting.

He would be very welcome to join us here.

That would certainly stir up the ACC and it's long gravy train!

 

 

 

Quote

ACC cares about the environment – please don’t print this email    
    unless it is really necessary. Thank you.

 

 

That's a big ask from ACC because I'm guessing there would be thousands of people out there printing off documents sent from ACC to use for review then district court etc! I believe for review you need at least three or four of everything.

 

Thanks for your input Beep

 

Have a great day

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Thanks for that link Beep.

 

Interesting reading.

 

Totally agree with you Blurb. Would not be at all surprised if this Anthony Jordan was and maybe still is pissing the ACC off with all his great questions!

 

I found one about recording review hearings which I found a good read of which I want to talk about.

I'll start a new topic for it.

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