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Call for ACC to restore public trust

#1 User is offline   hukildaspida 

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Posted 23 October 2014 - 01:49 PM

"Ms Kaye said the lack of trust in ACC is historic, and there have been some recent improvements", it may be "historic" but until the rot, as in the staff that have caused and continue to cause this 'lack of trust' are removed permanently from any role associated within and to do with http://www.acc.co.nz the public's perceptions and attitude towards ACC is unlikely, unfortunately to change.


Call for ACC to restore public trust

Updated at 8:01 am today

http://www.radionz.c...re-public-trust

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Advocates for accident claimants say the Accident Compensation Corporation (ACC) must do more to restore public confidence in the organisation.


The corporation announced a $2.1 billion surplus yesterday and said it is now essentially fully-funded.

The result is a stunning turnaround from several years ago, including a $4.8 billion loss in 2009.

Listen to more on Morning Report ( 5 min 31 sec )


The surplus is mostly due to the organisation's investments, which netted it $1.6 billion this year.

An Auckland lawyer for ACC claimants, Hamish Peart, said it is good news that the organisation is sustainable.

"There's going to be the opportunity to do that [restore trust] because the coffers are full and there won't be the pressure on ACC to always reduce claim numbers or reduce costs."

Mr Peart said public confidence has taken a battering over recent years.

ACC has been dogged by several major privacy breaches, as well as a perception that it was turning down more claims.

Confidence in the organisation rose from 47 percent to 54 percent this year - but Dunedin ACC lawyer Peter Sara was unimpressed with the modest gain.

"That's an appalling statistic.... You have to ask yourself why is it that half the people don't trust ACC?"

He said the solution was straightforward.

"What people want is if they have an accident they can get covered for their accident and get their entitlements quickly, without ACC fighting about it. And so if ACC does that on a consistent basis, then very quickly, public trust and confidence is restored."

Related stories

ACC $2b in surplus, now fully funded
Too many hurt on the job - Greens
UN probes ACC disability policies
Forest industry launches safety review

Spokesperson for the advocacy group, Acclaim Otago, Denise Powell, said ACC has been trying very hard to improve people's perceptions of it.

"But of course there's been a long history of people feeling that they have been unfairly treated, and it takes a lot to actually turn that around. It's not something that can happen overnight and it has to be consistent."

Ms Powell said she was also still concerned that the Government decided not to drop motorist and employer levies by as much as ACC recommended.

"ACC levies are being used, seemingly, to provide a surplus for the government, whereas in actual fact levies should only be used for providing the service that people are paying levies for."

She said new ACC minister, Nikki Kaye, should take another look at ACC's advice and consider dropping the levies further.

But Ms Kaye said that won't be happening for now.

"The levy reduction for next year has been based on previous projections and it is a Cabinet decision. That is set in stone and what we're focusing on is a long-term funding policy and also that consultation in the out-years [where] we'll look at what further levy reductions could be."

Ms Kaye said the lack of trust in ACC is historic, and there have been some recent improvements.

But she said she'll be listening to claimants and advocates to find out what would restore their confidence in the 40-year-old institution.
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#2 User is offline   MINI 

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Posted 23 October 2014 - 03:06 PM

View Posthukildaspida, on 23 October 2014 - 01:49 PM, said:

"Ms Kaye said the lack of trust in ACC is historic, and there have been some recent improvements", it may be "historic" but until the rot, as in the staff that have caused and continue to cause this 'lack of trust' are removed permanently from any role associated within and to do with http://www.acc.co.nz the public's perceptions and attitude towards ACC is unlikely, unfortunately to change.


Call for ACC to restore public trust

Updated at 8:01 am today

http://www.radionz.c...re-public-trust

Tweet on Twitter Share on Facebook

Advocates for accident claimants say the Accident Compensation Corporation (ACC) must do more to restore public confidence in the organisation.


The corporation announced a $2.1 billion surplus yesterday and said it is now essentially fully-funded.

The result is a stunning turnaround from several years ago, including a $4.8 billion loss in 2009.

Listen to more on Morning Report ( 5 min 31 sec )


The surplus is mostly due to the organisation's investments, which netted it $1.6 billion this year.

An Auckland lawyer for ACC claimants, Hamish Peart, said it is good news that the organisation is sustainable.

"There's going to be the opportunity to do that [restore trust] because the coffers are full and there won't be the pressure on ACC to always reduce claim numbers or reduce costs."

Mr Peart said public confidence has taken a battering over recent years.

ACC has been dogged by several major privacy breaches, as well as a perception that it was turning down more claims.

Confidence in the organisation rose from 47 percent to 54 percent this year - but Dunedin ACC lawyer Peter Sara was unimpressed with the modest gain.

"That's an appalling statistic.... You have to ask yourself why is it that half the people don't trust ACC?"

He said the solution was straightforward.

"What people want is if they have an accident they can get covered for their accident and get their entitlements quickly, without ACC fighting about it. And so if ACC does that on a consistent basis, then very quickly, public trust and confidence is restored."

Related stories

ACC $2b in surplus, now fully funded
Too many hurt on the job - Greens
UN probes ACC disability policies
Forest industry launches safety review

Spokesperson for the advocacy group, Acclaim Otago, Denise Powell, said ACC has been trying very hard to improve people's perceptions of it.

"But of course there's been a long history of people feeling that they have been unfairly treated, and it takes a lot to actually turn that around. It's not something that can happen overnight and it has to be consistent."

Ms Powell said she was also still concerned that the Government decided not to drop motorist and employer levies by as much as ACC recommended.

"ACC levies are being used, seemingly, to provide a surplus for the government, whereas in actual fact levies should only be used for providing the service that people are paying levies for."

She said new ACC minister, Nikki Kaye, should take another look at ACC's advice and consider dropping the levies further.

But Ms Kaye said that won't be happening for now.

"The levy reduction for next year has been based on previous projections and it is a Cabinet decision. That is set in stone and what we're focusing on is a long-term funding policy and also that consultation in the out-years [where] we'll look at what further levy reductions could be."

Ms Kaye said the lack of trust in ACC is historic, and there have been some recent improvements.

But she said she'll be listening to claimants and advocates to find out what would restore their confidence in the 40-year-old institution.


ACC will never have my trust until they pay me back every cent they have kept from me unlawfully.

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#3 User is offline   doppelganger 

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Posted 23 October 2014 - 08:43 PM

As they say this matter is historic and this is what was reported to ACC in 1994.

Quote

One claimant said it was as if the staff were on some sort of bonus system. Another
said that the overall impression he got was that the Corporation considered him to be
a liar in every aspect of his life. Another woman said:
"They forced me into an adversarial position; they didn't want to pay me so
they went out of their way to prove that there was nothing wrong. Their actions
and their disbelief cost me my health. My main problem was their
confrontational attitude; the distrust and disbelief whilst I was trying to come
to grips with chronic pain and disability."
Another woman said the ACC made her feel like a bludger - and then added
plaintively, "But I'm not - I love work".
Another claimant described the Corporation as part of an enormous clobbering
machine which had the objective of wearing people down so that they became
submissive or gave up the fight.
As a further example of negative attitudes.. I was startled to read in one file a notation
from a senior client officer:-
"So my fears have been realised. She is now in the clutches of the pain clinic
lot! Not much I can do now but monitor. The 'new woman' should be able
to return to work some time after Christmas."
I would have thought that the objective of the whole scheme was to ensure that
claimants did return to work. The reluctance to accept this as an objective, no
matter how it was achieved, is almost unbelieveable, but it does put into perspective
many of the decisions made by that particular officer - now left the employ of the
Corporation.


and this what was recomended.

On that basis I make the following recommendations.
1. The Corporation must positively address any inclination toward adversarial
attitudes by members of its staff toward claimants. Claimants must be given
a measure of security and assurance
113
particularly at the early stage of the claims process. They must be kept
fully informed of the progress of their claim. Any mistakes must be
acknowledged and put right immediately.
2. The Corporation must seek and take note of appropriate legal and
medical advice before making decisions. It must make every effort to ensure
that the right decision is made the first time, and should not rely on the
review process to put things right.
3. There should be medical input into most claims. The Corporation's
functioning requires a major input from medically trained and experienced
people at branch level as well as district level. Direct medical input is also
required in monitoring the quality and quantity of services provided by the
Corporation/ and to review their effectiveness and appropriateness.
4. Medical practitioners reporting to the Corporation must have a clear
working knowledge of the legal requirements of the Corporation's statute.
5. Referrals for medical examination should only be made by people with
appropriate medical knowledge and experience. Reports should be
addressed to and opened only by the Corporation's
114
Medical Officer or by suitably trained staff directly under his or her control.
Such material as is needed by claims officers should be taken from the report
by medical staff. The report should then be placed on a confidential medical
file retained under the direct custody and control of the Medical Officer.
6. Claimants should be informed, preferably in person and then in a confirming
letter, when specialist medical examination is required, and why. They
should be informed of the specialist suggested by the Corporation and
given the opportunity to nominate an alternative specialist if the
suggested practitioner, is unacceptable to them. They must be informed
that their consent is required to the specialist reporting to the Corporation
and to the Corporation's supplying the specialist with such medical
information as it holds. In all matters of consent the Corporation must ensure
on each occasion that claimants are fully informed about what is to happen.
7. Claimants should be given a copy of the Corporation' s instructions to
specialists, and a copy of the specialist's subsequent report. They should
also have the opportunity to comment on the report and to correct any
factual errors or obtain another report if they consider that necessary
or appropriate.
8. The Corporation must ensure that the opinions it obtains from
medical practitioners are independent, not only of the claimant
but also of the Corporation, and that they are seen to be so.
115
9. The Corporation must put procedures in place to ensure the confidentiality of
information it receives about claimants, and must ensure that any information
is used only for the purpose for which it was obtained. Information about
claimants muse only be accessible to those directly involved in the purpose
for which it is given. It is suggested that appropriate computer technology
be used to store and track files, and to ensure that procedures are followed.
10. The Corporation must institute and operate an effective system of
recording, investigating and dealing with complaints. This must include a
system of reporting promptly to the claimant the result of the investigation.
11. There is a need for a Compensation Ombudsman with functions and powers
similar to those of the Banking Ombudsman and the Insurance
Ombudsman.
12. The Corporation should report perceived breaches of professional
obligations and standards in the same way as it is required to in cases of
medical misadventure under the 1992 Act

Now most will say that ACC has done som eof these suggestions like the Office of Complaints. we all know that the Office of Complaints is just a front and not a complaints office as they don't investigate any complaints. Nikki Kaye may need to take a better approach and a positive investigation, not the negative approach ACC staff have been educated to carry out
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#4 User is offline   MINI 

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Posted 24 October 2014 - 09:27 AM

Well said doppelganger and very timely. If Ms Nikki wants it, she will get it, just as Ms Collins did.

She will get it in the shape of my Breach of claimants rights and the accompanying material to prove it happened the way I say.

Between the Cyberbullying information and the Breach of rights, she should be able to see what it has done to me and how many years it has taken.

She will see me being pushed into an adversarial position with little money to hire lawyers and bad decisions being made by ACC that put me into this position everytime I ask for something.

She will see what this does to me by keeping me in this situation for 15 years so far and therefore bringing me to this world where criminals abound, and get great pleasure out of 'watching claimants squirm' as said by Nottingham to David Butler on tape B, which answer Butlers question as to why Launda Finem tells lies!!

Only time will tell if she is any better at dealing with the wrongs in ACC that have multiplied into the court sector since I have been here.

ACC play very dirty and I believe they get it from the top.

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#5 User is offline   not their victim 

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Posted 24 October 2014 - 10:00 AM

Nikki Anglesea has GONE!!!!!!!!!!

she is no longer at oci!
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#6 User is offline   not their victim 

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Posted 24 October 2014 - 10:04 AM

EOS/ FINEOS is munted


some dork encrypted the whole system and even the top IT guys cant get back in to retrieve or correct any information

Nikki Kaye......will allow exactly the same flow on effect as Collins...IMHO of course....


the injured and disabled under an adversarial system are hugely disadvantaged and shafted........

no wonder Infratil made a vast profit
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#7 User is offline   MINI 

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Posted 24 October 2014 - 10:22 AM

View Postnot their victim, on 24 October 2014 - 10:00 AM, said:

Nikki Anglesea has GONE!!!!!!!!!!

she is no longer at oci!


I gather you understand I am not speaking of Nikki Anglesea. I am talking of the new ACC Minister Nikki Kaye.

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