Restricting communication

We are committed to improving customer outcomes and experiences. We also commit to supporting the wellbeing of our employees at work.

Non-effective communication from customers means we need to restrict how, when, or why you can communicate with us. This is known as a communication plan.

On this page

    Using a communication plan

    We have a communication plan policy to ensure we are consistent when we restrict customer communication.

    What is non-effective communication?

    We consider communication non-effective if:

    • you contact us too often, to the point where it impacts on our ability to support other customers
    • the nature of your communication is abusive, rude, argumentative, or harmful to employees.

    This communication could be from you, as a customer or client, or your representative. 

    We use the Ombudsman to help define non-effective communication and behaviour.

    This policy only deals with non-effective communication. We handle communication involving threats or health and safety incidents differently.

    How does the process work?

    We set expectations early so any behaviour that impacts our employees’ wellbeing or resourcing can be changed before a communication plan is needed.

    If your communication is having an impact on us

    We will send you two warning letters before a communication plan is put in place. The warning letters will set out:

    • the non-effective communication or behaviour
    • what we expect from you
    • what restriction might be put in place if the behaviour or communication doesn’t change.

    If your communication does not change

    If your communication continues to impact us, we will send you another letter. This explains the communication restrictions that are in place, and when these will be reconsidered. The possible restrictions could include:

    • who you can have contact with at ACC
    • what you can raise with us
    • when you can have contact
    • where you can make contact
    • how you can make contact.

    We review restrictions every six months, at a minimum, to see if they are still appropriate. At the end of the review period, if your communication is no longer impacting us, we remove the communication plan. We will send you a letter about this.

    If you disagree with the communication plan

    If you have questions about your communication plan, talk to your recovery team or contact us about resolving an issue.

    Talk to us or make a complaint

    Last published: 5 July 2023