"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 care about the protection of your data. "After that, I got a five page rambling document that was a record of the matter. "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. 14 0 obj Please enable JavaScript in your browser's settings and refresh the page. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. What happens after you make a complaint. >> What are the key differences between the old and new draft policies? If you look objectively at the process they (ratepayers) would be shocked at what went on. 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. In some cases we need more information and request you contact us directly in these instances. We review the information you give us and decide what action to take. ,QZ0f`[mlKV 3P`Pff` A 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 You have a right to complain about the services you get. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. We're here to help! Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN endobj 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.". x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K Sign up for our newsletter to stay up to date. Ruby Pascoe. CfZE-n% <>stream Home - Port Macquarie Hastings Council - Logo. 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. council@pmhc.nsw.gov.au Mail Reach us by posted mail. 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. 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. /Root 9 0 R Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Your digital subscription includes access to content from all our websites in your region. Customer Service. IT was a $64,000 question that amounted to nothing. A statement issued by Bellingen Shire Council confirmed this had been an administrative error. . If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Our journalists work hard to provide local, up-to-date news to the community. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. Recently we undertook a significant review of how we deliver service to our customers. The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. "What I think is shocking and disgraceful is the process. Find information on our council, and their contact details. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. Complaints can: increase the chance of getting a better outcome help others in similar situations endobj Some content on this page may not display correctly. Read our Privacy Policy. 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. stream See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. 9 Laurie Street Laurieton NSW 2443. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. 11 0 obj 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. 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. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 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. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. Depending on the complaint, the . Ask a question, lodge a service request, report a local issue or provide feedback through an online form. $1000 a week is spent on this rubbish.". This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. In some cases we need more information and request you contact us directly in these instances. We acknowledge the Birpai people, the traditional owners of the land in which we work and live, and pay our respects to Elders past, present and emerging. A customer request is when a customer rings or writes or fills out a request online to ask us to do something - like fix a road or ask for us to address some maintenance. I don't know who lodged them (the complaints) or what is going on. Two arrested during investigation into Gordon Street hit-and-run crash. :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$FK),k&%A6Z$'v1:+KN+sUu9~P8)#/gp$5cT78q( }_cY3SZBi&bei4Er8Amb\,"Lt[PQk.^kP{c8>&wK:EA05%WUMdsgdPk% /hXeM.J6Vh_r""8T"f04j1SyTbwYc5Q4%6zsV2n1kd %'|gE{5Wwk_lSFeAg6?QLW(Wg.S^tS!`!~sTtg^o{.Q\ [y!R.1$YS!yGIg 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 "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". Find us at one of our customer service centres. We support people with disability, Aboriginal peoples and have information in easy English and other languages. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Read our Privacy Policy. 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. We can help people who have been unfairly treated by community services that are run or funded by the government. In 2018 there were two and in 2019, 14 complaints were lodged. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . "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. Read our Privacy Policy. 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). 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. 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. 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. Sign up for our newsletter to stay up to date. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. You can report most issues online. Your feedback should be received no later than Friday 20 November 2020. "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. 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. 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. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Here areall the different ways you can get in touch with us. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] PO Box 84, Port Macquarie NSW 2444. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> 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. all the different ways you can get in touch with us. A step-by-step guide to making a complaint. Photo: File IT was a $64,000 question that amounted to nothing. Port Macquarie NSW 2444. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&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 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. 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. To make sure you're up to date with all the news, SIGN UP HERE. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. "What has escalated this? Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. We live in an environment where anonymous people can make complaints - what can you do about it. Port Macquarie court list. /Info 6 0 R Some content on this page may not display correctly. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. endstream 17 Burrawan Street Port Macquarie NSW 2444. endstream 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. Find out what to do and what information you'll need to provide. stream We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. According to the data, Kempsey Shire Council had five Code of Conduct complaints and spent $1107 investigating, but none of the complaints were found to breach the Code. We care about the protection of your data. the best way to lodge a complaint or a request for service (which is via our website). There are many benefits of making a complaint and telling someone about your problem. For the latest COVID-19 news, updates and advice from the Australian Government, visit Australia.gov.au, Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie, Phone: 1300 352 000 (National Enquiry Centre). We recognise, promote and protect the rights of individuals or organisations to make a complaint, and will respond to complaints in a timely and confidential manner. Calls received outside of business hours are diverted to our after hours call centre. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". We acknowledge the Birpai people, the traditional owners of the land in which we work and live, and pay our respects to Elders past, present and emerging. xc`````z f2 ?.ArOqKc+]'5qTe)?x Shadow Minister for Local Government, Greg Warren, said a major overhaul of the Model Code of Conduct was need to ensure the system was efficient, effective and not used for political point scoring purposes at the expense of councils and their communities. Compare Port Macquarie with: Do you live in Port Macquarie? 13 0 obj Advertisement Ad Local News Complaints can: You have a right to good services and fair treatment. "I'm horrified and our community should be too. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' 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. "I consider that money has been taken away from important assets to our community. endstream "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. 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: 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. Ph: 6581 8111, 17 Burrawan Street 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 . 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. If you work for NSW public sector. 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. What are the key differences between the old and new draft policies? Port Macquarie NSW 2444. %PDF-1.7 "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 <>stream PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. If we can't handle your complaint, we'll tell you who can help. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. There are many benefits of making a complaint and telling someone about your problem. Opinion. We pay our respects to the people, the cultures and the elders, past, present and emerging. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Add data for Port Macquarie. Hearings can be observed by any member of the public. 4 talking about this. 12 0 obj Confidentiality is important, but seriously I'm not told who lodged the complaint? 10 0 obj asbestos, chemicals in water) endobj Public Interest disclosures also covers local government, Parliament, and also some private sector operators. endobj Search their online public register. <>>> endobj 9 0 obj If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au 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. 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. That was three months ago and I have heard nothing since. 7 0 obj "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.". Please enable JavaScript in your browser's settings and refresh the page. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. 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. Find out what complaints we can help with. Ph: 6581 8111, 17 Burrawan Street "These 14 complaints have cost us (council) $51,000. "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. Part 1: What is unreasonable conduct by a complainant? Your digital subscription includes access to content from all our websites in your region. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. 8 0 obj We can help you make a complaint. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. <>stream endstream Email Send us an email and we'll get back to you as soon as possible. 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. I corrected it and advised of what I had actually said. PO Box 84, Port Macquarie NSW 2444. 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. Customer requests are the main reason that customers contact us. Sign up for our newsletter to stay up to date. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Nobody has come back and told me the result of that. Be very wary of politicians sounding the youth crime alarm. "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. 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. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.".

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