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. Sign up for our newsletter to stay up to date. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. Advertisement Ad Local News Figures released by the Office of Local Government (OLG) revealed that no complaints had been lodged against Bellingen Council but $64,019 had been spent dealing with Code of Conduct investigations. Read our Privacy Policy. 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. 11 0 obj Find us at one of our customer service centres. Depending on the complaint, the . We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Making a public interest disclosure (whistleblowing), Information in Easy Read and in other languages, Handling public interest disclosures (whistleblowing), PID responsibilities for public authorities, PIDs and the Government Information (Public Access) Act, Subscribe to the public interest disclosures newsletter, Automated decision-making in the public sector, Administrative Law and automated-decision making, Implementing automated decision-making systems, Managing unreasonable conduct by a complainant. 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. 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). We are working hard to be better at: A key step in this is updating the policies that govern how we deliver service to our customers and how we respond to complaints. "I consider that money has been taken away from important assets to our community. 17 Burrawan Street Port Macquarie NSW 2444. Read our Privacy Policy. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. In some cases we need more information and request you contact us directly in these instances. ,QZ0f`[mlKV 3P`Pff` A /Info 6 0 R Recently we undertook a significant review of how we deliver service to our customers. "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. 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. 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. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. endobj You can report most issues online. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. Your digital subscription includes access to content from all our websites in your region. 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.". /Size 36 /Prev 53154 % If you look objectively at the process they (ratepayers) would be shocked at what went on. /Root 9 0 R IN the last two years, code of conduct complaints against council and councillors have cost Port Macquarie-Hastings ratepayers more than $51,000 in investigation expenses. Your stories matter to us and so does local journalism. Sign up for our newsletter to stay up to date. Send us an email and we'll get back to you as soon as possible.council@pmhc.nsw.gov.au, Reach us by posted mail.PO Box 84, Port Macquarie NSW 2444. Your digital subscription includes access to content from all our websites in your region. We support people with disability, Aboriginal peoples and have information in easy English and other languages. Learn more. 13 0 obj You can report most issues online. 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. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. We care about the protection of your data. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> Part 1: What is unreasonable conduct by a complainant? stream This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. 7 0 obj the best way to lodge a complaint or a request for service (which is via our website). Cr Intemann and Cr Geoff Hawkins requested the general manager make a representation to the Department of Local Government to consider strengthening how the code can be formally enforced, as well as how to provide more detail about the complaint so councils can analyse issues raised and put in place corrective measures if necessary. 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: Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. He also asked if council will inform him of the results of any complaints made against him. These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). Calls received outside of business hours are diverted to our after hours call centre. "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. %PDF-1.7 council@pmhc.nsw.gov.au Mail Reach us by posted mail. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. A step-by-step guide to making a complaint. endstream If you are unhappy with the way you've been treated by a NSW Government agency or community service provider, you can make a complaint. Enter your search term and click on Apply to see results, Coronavirus (COVID-19) and the Courts: Find out how our services are being delivered and how you can access them. Please enable JavaScript in your browser's settings and refresh the page. Bellingen Shire Council had a clean slate. Your digital subscription includes access to content from all our websites in your region. Home - Port Macquarie Hastings Council - Logo, 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. Part 2: Staff strategies for responding to unreasonable conduct, Part 3: Communication and unreasonable conduct, Part 4: Management responsibilities and supporting staff, Part 5: Restricting and controlling access, Effective complaint management systems workshop, Managing unreasonable conduct by a complainant workshop, Public interest disclosures management training, Supporting young people to make complaints and advocate for systems change workshop, Child Death Review Team / Reviewable Deaths, Submissions to Parliamentary Committees and other bodies, Public Interest Disclosures Annual Reports / PID Steering Committee, Annual reports relating to former functions, Monitor operation of the Mandatory Disease Testing Act, Oversee public interest disclosures (whistleblowing), Email or post this page in social media sites, increase the chance of getting a better outcome, let agencies and service providers know there are problems, and help them improve their services, provide you with an explanation for why something has happened. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. David Crosbie. "These 14 complaints have cost us (council) $51,000. Port Macquarie Subject: Ordinary Council meeting held on 17/03/2022 - Item 11.04 Policy Review - Customer Complaint Policy - Attachment Draft Customer Complaints Handling Flowchart Keywords: Ordinary Council meeting held on 17/03/2022 - Item 11.04 Policy Review - Customer Complaint Policy - Attachment Draft Customer Complaints Handling . "I'm horrified and our community should be too. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 The new policy also reflects recent changes such as the appointment of an Internal Ombudsman, and the introduction of an Internal Staff Speakup program to strengthen our culture. Shadow Minister for Local Government, Greg Warren, said a major overhaul of the Model Code of Conduct was need to ensure the system was efficient, effective and not used for political point scoring purposes at the expense of councils and their communities. "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . Email Send us an email and we'll get back to you as soon as possible. Here areall the different ways you can get in touch with us. "What I think is shocking and disgraceful is the process. Sign up for our newsletter to stay up to date. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. 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. The Port News has been at the heart of its community for more than 135 years. 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. Nambucca Valley Council had one Code of Conduct complaint and spent $120 investigating, however, the complaint was found to not be in breach of the Code. Copyright Federal Circuit and Family Court of Australia 2022, Divorce, separation, children, finances and property and other family law matters, The Court can review some decisions made under the Migration Act 1958, Fair work, bankruptcy, admiralty, consumer law, administrative law, human rights, intellectual property, and other matters. endobj Complaints can: increase the chance of getting a better outcome help others in similar situations Find out what to do and what information you'll need to provide. E: council@pmhc.nsw.gov.au Be very wary of politicians sounding the youth crime alarm. Please enable JavaScript in your browser's settings and refresh the page. endobj We review the information you give us and decide what action to take. HW[6Sc1r gndA%|l qX? Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. endobj We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. Hearings can be observed by any member of the public. >> Port Macquarie court list. 4 talking about this. endstream "I agree with Cr Levido that in the great majority of cases complaints come from the community and not councillors and that there must be something done to make this a more reasonable and lawful process," Cr Intemann said. 49 High Street Wauchope NSW 2446. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. The draft Customer Complaints policy will be on exhibition from Wednesday 23 March - Friday 22 April and is available to view in the document library to the right (or below if viewing this page on a mobile device). And you have a right to complain to the Ombudsman if that doesn't happen. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. k9Q4X\NJmF hC1l':nyz"U+A ]L\j>FeT4 o[.HR7 e'N\nB92I@EEi#i 5u-/x,:D1U(2[sjZ:gf)SZ`T+}#K7PRI?djgi[B"M&Q*O^f jhE 14 0 obj Some content on this page may not display correctly. You have a right to complain about the services you get. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. asbestos, chemicals in water). ABN: 11 236 901 601 There are many benefits of making a complaint and telling someone about your problem. <>>> PO Box 84, Port Macquarie NSW 2444. If you work for NSW public sector. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. stream The new policy has new sections which detail the policy Principles, Responsibilities and now includes a Flowchart which depicts what happens we we receive a complaint and how it is managed. "A lot of time, effort and expense goes into investigating these complaints but the reality is the investigation often results in very little action taken. endobj Contact us for any help on browser support. Cr Levido asked general manager Craig Swift-McNair directly if he could confirm how many complaints were made against him, the results of any investigations against him as a councillor and whether there had been any breach of his duties identified. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. HWK719VUzf!>!vJ-f{,C?V=U&eq;%'^NTFM23wFd:'YauL'wo7)q&MYwUmDmI'U.~>{rS5!ll&8/>#u1HVQ;eV%"4+k,ZmIa7yc/1;ccsA~W7"$stdbsg{q"(1N9*!? Two arrested during investigation into Gordon Street hit-and-run crash. 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 << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN We care about the protection of your data. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. CfZE-n% /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] Our journalists work hard to provide local, up-to-date news to the community. Ph: 6581 8111, 17 Burrawan Street I don't know who lodged them (the complaints) or what is going on. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. ?.ArOqKc+]'5qTe)?x 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. 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. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. xc`````z f2 Any further enquiries, please contact Councils Group Manager Customer Experience and Communications, Jane Ree on telephone (02) 6581 8111 or email to council@pmhc.nsw.gov.au. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 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. 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. 10 0 obj If we can't handle your complaint, we'll tell you who can help. endobj 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. I corrected it and advised of what I had actually said. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. One of them was justified to the extent it has been referred to someone else, one was knocked out at the beginning and 12 more have been investigated and found there was nothing to them," Cr Intemann said. We live in an environment where anonymous people can make complaints - what can you do about it. "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. endstream asbestos, chemicals in water) To make sure you're up to date with all the news, SIGN UP HERE. In some cases we need more information and request you contact us directly in these instances. "In line with the Procedures for the Administration of the Code of Conduct Part 11, council is required to report annually the total number of code of conduct complaints made about councillors and the general manager under the code of conduct in the year to September," the statement said. A customer request is when a customer rings or writes or fills out a request online to ask us to do something - like fix a road or ask for us to address some maintenance. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Bail granted to Mid North Coast man charged with selling drugs on dark web, Lehrmann defamation cases survive serious challenge, Two arrested during investigation into Gordon Street hit-and-run crash, Be very wary of politicians sounding the youth crime alarm, Police appeal for information following alleged hit-and-run, pursuit, $30m meth stuffed into duffel bags seized in NSW, 'Media frenzy': Why judge kept Lehrmann application secret, 'Beset by tension': Inquiry hears #MeToo movement likely affected Lehrmann case, Elderly pedestrian critical, police searching for Hilux that 'sped off', Terms and Conditions - Digital Subscription, Terms and Conditions - Newspaper Subscription. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. 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. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". Port Macquarie NSW 2444. "Whilst council correctly reported zero complaints made about councillors and the general manager during the reporting period 2019-2020; there was an administrative error regarding the financial data accompanying the report, which should have read zero.". Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. We're here to help! 9 Laurie Street Laurieton NSW 2443. 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. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. <>stream She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. Confidentiality is important, but seriously I'm not told who lodged the complaint? "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. 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. Deputy mayor Cr Lisa Intemann said if there is no way to "de-identify" information without breaching the confidentiality clause of the code, then there is also no way of putting in place corrective measures to improve behaviour; or even determine if a person, or a group of people, are simply making spurious claims against a councillor. Photo: File IT was a $64,000 question that amounted to nothing. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. PO Box 84, Port Macquarie NSW 2444. 9 0 obj Port Macquarie NSW 2444. Opinion. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. "After that, I got a five page rambling document that was a record of the matter. For the latest COVID-19 news, updates and advice from the Australian Government, visit Australia.gov.au, Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie, Phone: 1300 352 000 (National Enquiry Centre). Find information on our council, and their contact details. 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. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Ruby Pascoe. Some content on this page may not display correctly. We care about the protection of your data. We can help you make a complaint. Search their online public register. "What has escalated this? Police appeal for . 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. Your feedback should be received no later than Friday 20 November 2020. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 12 0 obj Ph: 6581 8111, 17 Burrawan Street While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. What are the key differences between the old and new draft policies? In 2018 there were two and in 2019, 14 complaints were lodged. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. What are the key differences between the old and new draft policies? Read our Privacy Policy. the best way to lodge a complaint or a request for service (which is via our website). Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. Complaints can: You have a right to good services and fair treatment. $1000 a week is spent on this rubbish.". Customer Service. . "He wouldn't tell me what the complaints were or who made them. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. E: council@pmhc.nsw.gov.au [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO <>
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