The theme of our Office's work programme for 2013/14 was Service delivery. As part of this theme, we looked at two aspects of the work of the Accident Compensation Corporation (ACC) and the Ministry of Social Development. We chose case management because that is how many people experience service delivery from those public entities. We chose complaints management because it is a useful barometer of an organisation's commitment to customer service. We expect to publish reports during 2014 on these two aspects of service delivery in these two public entities.
This report sets out the findings of our performance audit about complaints management within ACC.