Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&Fbkao21v2q>V"[5feGG>:0E&i9Q[ao 4)-)GAx^adehd@ ge%){MS?,8gdu`A=~8skq%fG8qp0G^4z/K=A|64QJGAuXhz4qb6.=GLp~{b'auM]4[uX="^f&*p$ZEW7i |R?D M4zC>{kh'n8xWRqG@j Otu0\AadS4F6pdb{aGFt p\, Kc5m'n4V Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. breaking and regular headlines newsletters, 'Exceptional year': flying fox numbers skyrocket at Port Macquarie camp, Enfield tops the local charge, but not by enough to take out Junior Surf Pro, Surf, skate and music attracts thousands to fundraising festival, Tale of two halves, Pirates brilliant in the first, ordinary in the second, Pop culture characters take centre stage at Cosplay event, 'Clover's Law': Timbertown doubles down on no dog policy after pet's death, Terms and Conditions - Digital Subscription, Terms and Conditions - Newspaper Subscription. "I agree with Cr Levido that in the great majority of cases complaints come from the community and not councillors and that there must be something done to make this a more reasonable and lawful process," Cr Intemann said. There are many benefits of making a complaint and telling someone about your problem. We are publicly exhibiting the Customer Experience Policy, Customer Complaint Policy and Draft Unreasonable Customer Conduct Policy so that any member of the public can provide feedback on any or all of the policies between Friday, 23 October 2020 to Friday, 20 November 2020. That was three months ago and I have heard nothing since. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. endstream Public Interest disclosures also covers local government, Parliament, and also some private sector operators. Read our Privacy Policy. endstream Mr Swift McNair said no he could not do that because of the confidentiality clause and Cr Levido would only be informed if a breach had occurred. Type the characters you see in the image below, Connecting to water (Section 305/307 compliance), Works & activities within a public road reserve, Aboriginal and Torres Strait Islander Community, Graffiti Management Mural Project - Stage 1 & 2, Building, construction & development forms. Council's around NSW have seen a significant spike in the number of complaints and the cost to deal with them in the past two years. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Opinion. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. /Info 6 0 R Port Macquarie court list. Please enable JavaScript in your browser's settings and refresh the page. PO Box 84, Port Macquarie NSW 2444. Here areall the different ways you can get in touch with us. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. We acknowledge the Birpai people, the traditional owners of the land in which we work and live, and pay our respects to Elders past, present and emerging. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. Part 1: What is unreasonable conduct by a complainant? Read our Privacy Policy. Home - Port Macquarie Hastings Council - Logo. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. E: council@pmhc.nsw.gov.au A Byabarra farmer has taken his complaints against Port Macquarie-Hastings Council's handling of its unsealed road network to the Independent Commission Against Corruption (ICAC). 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN Depending on the complaint, the . Find information on our council, and their contact details. ,QZ0f`[mlKV 3P`Pff` A Advertisement Ad Local News stream Two arrested during investigation into Gordon Street hit-and-run crash. We can help people who have been unfairly treated by community services that are run or funded by the government. endobj asbestos, chemicals in water) /Size 36 /Prev 53154 Recently we undertook a significant review of how we deliver service to our customers. This is a robbery of $51,000 of community money by complaints that should never occur in a council, but they have," Cr Pinson said. If you look objectively at the process they (ratepayers) would be shocked at what went on. council@pmhc.nsw.gov.au Mail Reach us by posted mail. If we can't handle your complaint, we'll tell you who can help. ?.ArOqKc+]'5qTe)?x If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Find us at one of our customer service centres. We recognise, promote and protect the rights of individuals or organisations to make a complaint, and will respond to complaints in a timely and confidential manner. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. This helps us to collect all relevant information in the first instance so that we minimise the time to achieve an outcome or let you know of our decision. endobj As recommended by the NSW Ombudsman, our current complaint policy currently outlines Tiers 1-3 of complaint management but now clearer guidance is given to the different types of complaints and how complaints should be made to ensure we capture information at the first contact which facilitates more efficient resolution. Your feedback should be received no later than Friday 20 November 2020. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Calls received outside of business hours are diverted to our after hours call centre. Level of crime: 34.81: Low: Crime increasing in the past 3 years: 64.25: High: Worries home broken and things stolen: 34.11: Low: Worries being mugged or robbed: Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. stream Port Macquarie NSW 2444. 14 0 obj According to the data, Kempsey Shire Council had five Code of Conduct complaints and spent $1107 investigating, but none of the complaints were found to breach the Code. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 We have reviewed our Customer Complaints Policy to make sure we are clearly communicating: This helps us to collect all relevant information in the first instance so that we minimise the time to achieve an outcome or let you know of our decision. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Were keen to hear what you think about the following draft policies: Were working on a broader customer experience strategy and your thoughts and opinions about how we can do better will guide our approach. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". xc`````z f2 Customer requests are the main reason that customers contact us. endobj asbestos, chemicals in water). What happens after you make a complaint. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. 17 Burrawan Street Port Macquarie NSW 2444. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Home - Port Macquarie Hastings Council - Logo, If your issue is not listed under any of the above topics, you can still, Type the characters you see in the image below, Connecting to water (Section 305/307 compliance), Works & activities within a public road reserve, Aboriginal and Torres Strait Islander Community, Graffiti Management Mural Project - Stage 1 & 2, Building, construction & development forms, hazardous pollution issues (e.g. Complaints can: You have a right to good services and fair treatment. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. College to strengthen focus on opportunity in 2020, Top 10 sporting moments from 2019 around the Hastings, 'Exceptional year': flying fox numbers skyrocket at Port Macquarie camp, Enfield tops the local charge, but not by enough to take out Junior Surf Pro, Surf, skate and music attracts thousands to fundraising festival, Tale of two halves, Pirates brilliant in the first, ordinary in the second, Pop culture characters take centre stage at Cosplay event, 'Clover's Law': Timbertown doubles down on no dog policy after pet's death, Terms and Conditions - Digital Subscription, Terms and Conditions - Newspaper Subscription. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Ask a question, lodge a service request, report a local issue or provide feedback through an online form. endstream "Three months ago, I got a phone call from a gentleman telling me he was in investigator appointed by council to investigate complaints for breaching the code of conduct. We pay our respects to the people, the cultures and the elders, past, present and emerging. This is subject to a Judge or Registrars usual discretion to determine that in particular cases, only certain people should be present during the hearing, or that certain people are not to be present during the hearing. HW[6Sc1r gndA%|l qX? We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. Ph: 6581 8111, 17 Burrawan Street Read our Privacy Policy. I corrected it and advised of what I had actually said. Your digital subscription includes access to content from all our websites in your region. <>stream We're here to help! Group Manager Customer Experience and Communications, Draft Unreasonable Customer Conduct Policy, Draft Customer Experience Policy (235 KB) (pdf), Draft Customer Complaints Policy (236 KB) (pdf), Draft Unreasonable Customer Conduct Council Policy (129 KB) (pdf), Delivering a customer experience that aligns with customer expectation, Using technology to unlock smarter, more efficient ways of how we deliver services, Building the communitys trust and confidence in us. 12 0 obj Contact us for any help on browser support. "Rr_NGvN"wV}?Tq1m[@b-e?gL!0~\[ 0ILF:.8QN8H$F} R\t]`9ILvg>)0fnym,2P{4:"knhd2~KmKMj?MDM S9HkW=Neb?ZQ841 *}igmRT|"h$R6p 7~'f6^FX' u=kMUg>o7*yKP &O@,jA:oj!9$iK7MI?v`XC_ yc3xqGxz{Z4,~8A phM2,$^v!YK_k>f'$K8_u 0'yr5~1 4!1R-P0VB\;]('q_c!$!vk?.Ig1GZFP>BKHQ3Grvn E_2e#,b\9S8 kmvfJ~7#Xfss@/XHQ]s^0meyi5=oDj9k?QtP1yW/>SK_ {I^S5J"V. HWAn$7+({=RLv,r%Hv>kyk~v[u=q_b7}.8#_`n\iulGZ2rC'2sACf8Ja-FG,G6>UPmXZ;qAB[OoI(pfI/~cw/">iFB('O2@y" 4_BW%l.?/n{.`h;KW:lTW%ej'D|k')J%LAlp`r'v&,#X K$>lMX;`vyH3~A9A:ERS6Qy%t0 n":kO:% 6xEx9Kg,Ib.1K`vc|K]DyD@S%S2;8=ki zoE*0]J)H Office of Local Government release Model Code of Conduct complaints investigations costs November 17 2021 - 3:00pm Council's all around NSW have seen a significant spike in the number of complaints and the cost to deal with them in the past two years. If your issue is an EMERGENCY, call us directly on (02) 6581 8111 for issues such as: burst water mains sewerage leak tree fallen over the road hazardous pollution issues (e.g. Search their online public register. 9 0 obj Our Minister for Local Government should have a look at the complaints, not just in our council and what is going on, but in other councils as well.". "There is no doubt that some people use code of conducts as a way to score cheap political points at a significant cost to the council and their community. I don't know who lodged them (the complaints) or what is going on. In 2018 there were two and in 2019, 14 complaints were lodged. 8 0 obj The new policy has new sections which detail the policy Principles, Responsibilities and now includes a Flowchart which depicts what happens we we receive a complaint and how it is managed. Complaints can: increase the chance of getting a better outcome help others in similar situations Learn more. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Police appeal for . A statement issued by Bellingen Shire Council confirmed this had been an administrative error. We care about the protection of your data. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. 13 0 obj Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. Photo: File IT was a $64,000 question that amounted to nothing. Your stories matter to us and so does local journalism. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> For example, a complaint is made if a councillor is accused of finger-pointing or abuse for simply raising a point of order in a meeting, when in fact points of order are allowed. Ph: 6581 8111, 17 Burrawan Street Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . In some cases we need more information and request you contact us directly in these instances. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. I gathered there were five complaints and some were about the fact that I spoke in a 'lecturing manner' as I passed criticism on our state and federal members, and that I spoke disrespectfully to the mayor. You can report most issues online. Hearings can be observed by any member of the public. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> Figures released by the OLG show the number of Code of Conduct complaints rose by 63 per cent from 241 in 2017/18 to 395 in 2019/20. And you have a right to complain to the Ombudsman if that doesn't happen. Email Send us an email and we'll get back to you as soon as possible. There are many benefits of making a complaint and telling someone about your problem. endstream Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. The Federal Circuit and Family Court of Australia acknowledges the traditional owners and custodians of country throughout Australia and acknowledges their continuing connection to land, sea and community. /Root 9 0 R Compare Port Macquarie with: Do you live in Port Macquarie? Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. "When one council is spending in excess of $200,000 in one year to simply deal with code of conduct complaints, serious questions must be asked," Mr Warren said. Group Manager Customer Experience, Communications & Corporate Affairs, Draft Customer Complaints Policy (259 KB) (pdf), Customer Complaints Policy (Adopted December 2019) (66.5 KB) (pdf), Complaints handling flowchart (53.7 KB) (pdf), Policy Review - Draft Customer Complaints Policy, how we manage customer complaints and customer requests, the role of our Internal Ombudsman and the availability of internal review if you are not satisfied with the outcome of your complaint and to.