ACC error costly for customers
New privacy measures being introduced by ACC could end up costing Hawke's Bay clients big money when they request copies of their personal files and documents.
Napier woman Jacqui Scott was one of the 670 claimants whose personal information was mistakenly sent by an ACC case manager to former National Party insider Bronwyn Pullar in 2011.
"There's been a big crackdown on privacy measures and because of the Bronwyn Pullar thing we now have to pick up our files from the ACC office in Hastings.
"For me, I'm disabled, and live in Napier. It means I have to pay for a taxi over to the Hastings office every time I request documents and need to collect them. I'm looking at about $40 to $50 each way, and it could end up costing me about $100 every time."
Ms Scott was involved in a car crash in 1994 when she damaged her legs and now uses a walker to move around.
Previously, ACC had sent documents to her via a courier from Wellington but that was about to stop.
"When I saw a case worker this week, I was told of the changes, that they're not going to send anything confidential out in emails or mail now," Ms Scott said.
"I feel like we are being made to pay for someone else's mistake, we're being penalised for it, and it's going to have a knock-on effect for a lot of people."
The Hastings ACC office services the entire Hawke's Bay region, with the nearest branches in Gisborne and Palmerston North.
"These changes will especially be costly for those who live in the rural areas and now have to go into Hastings to pick up their sensitive and personal files from ACC.
"I think it's a bit ridiculous, to have to pay to go in and pick up your documents and there's no talk of compensation for it either."
ACC confirmed it had recently made some changes nationwide to the way it provided copies of files to clients.
"This is not a cost-cutting exercise, but a proactive step we've taken to improve the security and protection of client information," the agency said.
It said clients wishing to receive a copy of their personal file now had two choices.
"We can send them an encrypted CD with their file information on it. This can only be opened using a password we provide to the client over the phone, having confirmed their identity through a series of security questions."
Or clients could still receive a hard copy of their file, which could be picked up in person from their local ACC office.
"These changes have been introduced with our clients' best interests in mind, because they reduce the risk of a client's hard copy file ending up in the wrong hands.
"We're sorry if the client you've been speaking to has been inconvenienced by the changes we've made, and welcome her to contact us directly so we can discuss the most suitable way of providing her file to her."
