Auditor-General's follow-up report published, Accident Compensation Corporation: How it deals with complaints

The Auditor-General’s report Accident Compensation Corporation: How it deals with complaints – Progress in responding to the Auditor-General’s recommendations was presented to the House of Representatives today.

In 2014 we published a report about how ACC deals with complaints. We found that there were significant issues that need to be addressed, and made five recommendations in our report about how ACC responds to complaints from people who have been injured and have made a claim with ACC.

ACC has made some good progress since our 2014 audit, but has yet to assess whether its changes have improved its complaints management and complainant satisfaction. However, ACC is continuing to improve how it manages complaints as part of its continuing work to transform its customers’ experiences. It has promoted a “customer-centric” culture throughout the organisation, improved its website and communications to people, established a team that deals with complaints, and made it easier to record complaints.

However, ACC has not yet asked people how they want to complain, made sure that all complaints are recorded, introduced meaningful reporting about how it handles complaints, and reported to the ACC Board and the public about the complaints it receives and what it has learned from them.

In our view, ACC needs to continue the work it is doing to realise the full benefits from the changes it has been making, which will allow it to use complaints information to improve its systems and services.

This report is also available as an epub.

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