complaint update: wins?

As I said previously, while these are partial victories … especially since it drained a shit tonne of energy from me … the battle with ACC continues … as @ august 23 2018!

So far I’ve had 3 responses to my complaints I laid.

Very pleasant responses I might add. 1 from the entity that is Accident Compensation Corporation, and 2 from The Health and Disability Commissioner.

None from the GP. And no ACC papers either I might add.

Contents of all emails … “We are so sorry that you feel the need to complain about our awesome services and we will be looking into the matter… soonish …. Your complaint has been forwarded to the appropriate Department …”


Let the bureaucratic paper shuffling, finger-pointing and blame laying begin ;)

Jun 4, 2016:

And we have result number 1 …


Followed by (partial) result number 2 … the infamous ACC forms!


A good day .. a good victory ;) Who said complaining doesn’t help ?? LOL

Jul 12, 2016:

So, I got a couple of email replies and about 5 phone calls in one week from the illustrious ACC. Amazing what a little complaining can do!

Step One – email the bastards – be concise and straight to the fucking point.

From: (ME) 
Sent: Friday, 27 May 2016 2:42 p.m.
To: Customerfeedback
 Subject: (ME)re Complaint
 Importance: High
 Sensitivity: Confidential

Kia Ora

Please find attached ACC709 form.

Claim Number: XXXXX.



Step Two – wait patiently for their ‘nancy’ reply / ‘confirmation receipt’.

From: Complaints ACC 
Sent: Monday, 30 May 2016 4:26 p.m.
To: (ME) Subject: For the attention of (ME) Sensitivity: Confidential

Dear (ME),

Thank you for your email and ACC709 complaint form.

I am sorry to read of the concerns you have raised.

This email is to confirm receipt and to advise that your complaint will be referred to Management of the Independent Allowance Unit to respond to you accordingly and address the issues you have raised.

Please feel free to contact me if you wish to discuss this further.

Kind regards


Step Three – wait patiently-er for, that’s right, AN APOLOGY!

Dear (ME),

In response to your email below, I approached Management of the Sensitive Claims Unit and also the Independence Allowance Unit to address your complaint.

It is my understanding that CXXX SXXX – Team Manager has been in contact with you directly and has apologised for the delays you incurred.  I see you have also been in contact with KXXX to discuss your application for a reassessment.

I hope this has been of assistance.

If you do have any further concerns relating to this matter please feel free to contact either CXXX or KXXX directly.

Thank you for your time,

Kind regards


But wait, ‘incurred’??? I don’t think so lady … but any-who …

I took the apology. And the one they rang with … twice. I didn’t say a word in response. I didn’t say ‘oh that’s ok’ … or ‘oh that’s fine’ … or ‘well at least we’re moving forward now’. Hell No.

I took my apology with a cup of coffee and a deep sigh of satisfaction … silently. It was extremely nice hearing their discomfort on the other end of the phone.


But I decided not to print off the email and frame it because apparently:


ACC Customer Resolutions – Operations Services

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

Shame they don’t care about their ‘customers’ in the same way.

~ Watch this space for more riveting ACC updates ;)

kpm ©


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