Our contact centres will be closed on 25 and 26 December 2018, and 1 and 2 January 2019.
See what our hours are over the holiday period on our contact us page.

How we collect and use your information

To provide the best support and anticipate our customers’ needs, we collect, use and share health and personal information to identify ways we can improve our services.

On this page

    We use information to deliver better services

    Collecting information/data is a normal part of our day-to-day business.

    You told us you want it to be easier and faster to work with us. To help with this, we use information about you to refine and improve our services.

    For example, we need your information to support you if you’ve had an accident or to remind you when it’s time to pay your levy.

    We adhere to legislation governing our authority to collect, use and share information. We're committed to protecting your privacy and practising the ethical use of information. 

    Our Privacy information

    How we use anonymised claim information

    We use anonymised data to help understand our customers' needs and to make sure we offer the right services.  

    For example, we use anonymised data for research to support policy development. This is to base our decisions on thorough evaluations of real claims.

    We also use algorithms to help us evaluate the effectiveness of our business activities and look for ways to improve our services. We take care in the way we use algorithms,  making sure that they're fit for purpose and are consistent with our obligations under the Privacy Act and Human Rights Act.

    In September 2018, we introduced a new claims approval process based on time-saving technology. The new process uses a system to fast-track the approval of straightforward claims where it is obvious an injury was caused by an accident.

    The system is informed by data from 12 million anonymised claims lodged between 2010 and 2016, to determine the probability that a claim will be accepted. We’ve made sure that the model can only approve claims. Complex claims are reviewed and assessed by staff.

    How we assess claims

    We’ve published documents detailing our new claims approval process: 

    Claims approval - technical summary

    Claims approval - privacy impact assessment

    Claims model - Deloitte report

    How we plan to use claim information in future

    We're committed to being transparent about how we use your information. We also want to give you greater control over how you interact and keep your information accurate and up to date. 

    We’re developing MyACC, a new way for you to access and manage information about your injuries and supports online. Right now we're piloting MyACC with a pre-selected group. It's available by invitation only.  We’re in the process of testing it to make sure it’s the best it can be when we roll it out widely to everyone.

    More about MyACC

    We’re also analysing information from the millions of claims we process each year. This is so we can faster identify the types of claims where clients are likely to need additional assistance over and above us paying for their treatment.

    More information about data use

    The Statistics New Zealand Algorithm Assessment Report provides a summary of how government agencies are using models, computer programmes and algorithms to deliver our services.

    Statistics New Zealand Algorithm Assessment Report, October 2018 

    The Data Futures partnership has been created to help lead the development of a high-trust data use system creating value for New Zealanders.

    Data Futures Partnership

    The Privacy Commissioner and the Government Chief Data Steward have jointly developed six key principles to support safe and effective data analytics. 

    Principles for safe and effective use of data and analytics

    Last published: 12 December 2018