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 . The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. 9 0 obj Two arrested during investigation into Gordon Street hit-and-run crash. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. "After that, I got a five page rambling document that was a record of the matter. <>stream
Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. 14 0 obj Sign up for our newsletter to stay up to date. IT was a $64,000 question that amounted to nothing. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". Sign up for our newsletter to stay up to date. endobj If we can't handle your complaint, we'll tell you who can help. 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. You can report most issues online. 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. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. Complaints can: increase the chance of getting a better outcome help others in similar situations 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
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Nobody has come back and told me the result of that. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. % We care about the protection of your data. x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K "I'm horrified and our community should be too. 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. That was three months ago and I have heard nothing since. Home - Port Macquarie Hastings Council - Logo. Your digital subscription includes access to content from all our websites in your region. 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). $1000 a week is spent on this rubbish.". Port Macquarie NSW 2444. <>stream
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. Contact us for any help on browser support. 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. David Crosbie. "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.". Police appeal for . We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. 8 0 obj In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . <>>>
"If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". We can help you make a complaint. 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. We care about the protection of your data. Read our Privacy Policy. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. 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 And you have a right to complain to the Ombudsman if that doesn't happen. 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. Your digital subscription includes access to content from all our websites in your region. Find us at one of our customer service centres. Search their online public register. Opinion. 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. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. Add data for Port Macquarie. Advertisement Ad Local News Public Interest disclosures also covers local government, Parliament, and also some private sector operators. 4 talking about this. the best way to lodge a complaint or a request for service (which is via our website). If you look objectively at the process they (ratepayers) would be shocked at what went on. 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. /Info 6 0 R 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. 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. Read our Privacy Policy. <> Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. council@pmhc.nsw.gov.au Mail Reach us by posted mail. endobj Confidentiality is important, but seriously I'm not told who lodged the complaint? the best way to lodge a complaint or a request for service (which is via our website). Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. What are the key differences between the old and new draft policies? Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. 8^:9may \$V@/]M#Tde)A<
XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN I don't know who lodged them (the complaints) or what is going on. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. We care about the protection of your data. Hearings can be observed by any member of the public. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 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. Calls received outside of business hours are diverted to our after hours call centre. "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. ,QZ0f`[mlKV 3P`Pff` A 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. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. 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. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 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. 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. Contact us for any help on browser support. >> "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. /Root 9 0 R A statement issued by Bellingen Shire Council confirmed this had been an administrative error. Your feedback should be received no later than Friday 20 November 2020. 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. endobj 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. 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. IN the last two years, code of conduct complaints against council and councillors have cost Port Macquarie-Hastings ratepayers more than $51,000 in investigation expenses. We pay our respects to the people, the cultures and the elders, past, present and emerging. endobj Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. . We live in an environment where anonymous people can make complaints - what can you do about it. We have reviewed our Customer Complaints Policy to make sure we are clearly communicating: This helps us to collect all relevant information in the first instance so that we minimise the time to achieve an outcome or let you know of our decision. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0
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n":kO:% 6xEx9Kg,Ib.1K`vc|K]DyD@S%S2;8=ki zoE*0]J)H 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). If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. 12 0 obj Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app.
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