Your digital subscription includes access to content from all our websites in your region. Send an email to [email protected] ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. HW[6Sc1r gndA%|l qX? This is a robbery of $51,000 of community money by complaints that should never occur in a council, but they have," Cr Pinson said. Mr Swift McNair said no he could not do that because of the confidentiality clause and Cr Levido would only be informed if a breach had occurred. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. That was three months ago and I have heard nothing since. "In line with the Procedures for the Administration of the Code of Conduct Part 11, council is required to report annually the total number of code of conduct complaints made about councillors and the general manager under the code of conduct in the year to September," the statement said. Sign up for our newsletter to stay up to date. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. To make sure you're up to date with all the news, SIGN UP HERE. "I consider that money has been taken away from important assets to our community. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. /Root 9 0 R :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$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 Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. 11 0 obj Port Macquarie Subject: Ordinary Council meeting held on 17/03/2022 - Item 11.04 Policy Review - Customer Complaint Policy - Attachment Draft Customer Complaints Handling Flowchart Keywords: Ordinary Council meeting held on 17/03/2022 - Item 11.04 Policy Review - Customer Complaint Policy - Attachment Draft Customer Complaints Handling . If your issue is an EMERGENCY, call us directly on (02) 6581 8111 for issues such as: burst water mains sewerage leak tree fallen over the road hazardous pollution issues (e.g. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. all the different ways you can get in touch with us. If we can't handle your complaint, we'll tell you who can help. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. "A lot of time, effort and expense goes into investigating these complaints but the reality is the investigation often results in very little action taken. Read our Privacy Policy. Ruby Pascoe. We are working hard to be better at: A key step in this is updating the policies that govern how we deliver service to our customers and how we respond to complaints. <>>> Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. ABN: 11 236 901 601 Cr Levido asked general manager Craig Swift-McNair directly if he could confirm how many complaints were made against him, the results of any investigations against him as a councillor and whether there had been any breach of his duties identified. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> 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. 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. 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 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. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. 7 0 obj Sign up for our newsletter to stay up to date. In some cases we need more information and request you contact us directly in these instances. You have a right to complain about the services you get. Any further enquiries, please contact Councils Group Manager Customer Experience and Communications, Jane Ree on telephone (02) 6581 8111 or email to [email protected]. <>stream Learn more. ?.ArOqKc+]'5qTe)?x Photo: File IT was a $64,000 question that amounted to nothing. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. Part 1: What is unreasonable conduct by a complainant? What happens after you make a complaint. We can help people who have been unfairly treated by community services that are run or funded by the government. endstream 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.". Add data for Port Macquarie. the best way to lodge a complaint or a request for service (which is via our website). "I'm horrified and our community should be too. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. <>stream asbestos, chemicals in water) These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". If a member of the public wishes to observe, or listen in to, an electronic hearing, please contact the Chambers of the presiding Judge or Registrar via email by 8.30am on the morning of the hearing. 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. 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). MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. There are many benefits of making a complaint and telling someone about your problem. In some cases we need more information and request you contact us directly in these instances. Port Macquarie court list. Customer requests are the main reason that customers contact us. Read our Privacy Policy. xc`````z f2 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, $30m meth stuffed into duffel bags seized in NSW, 'Media frenzy': Why judge kept Lehrmann application secret, 'Beset by tension': Inquiry hears #MeToo movement likely affected Lehrmann case, Elderly pedestrian critical, police searching for Hilux that 'sped off', Terms and Conditions - Digital Subscription, Terms and Conditions - Newspaper Subscription. stream asbestos, chemicals in water). 12 0 obj Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. If you are unhappy with the way you've been treated by a NSW Government agency or community service provider, you can make a complaint. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 We care about the protection of your data. ,QZ0f`[mlKV 3P`Pff` A 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 you work for NSW public sector. 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*!? Ask a question, lodge a service request, report a local issue or provide feedback through an online form. Please enable JavaScript in your browser's settings and refresh the page. endstream Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> Some content on this page may not display correctly. We support people with disability, Aboriginal peoples and have information in easy English and other languages. 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. Find out what to do and what information you'll need to provide. >> 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. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Calls received outside of business hours are diverted to our after hours call centre. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. There are many benefits of making a complaint and telling someone about your problem. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. 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. "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. Police appeal for . In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. Email Send us an email and we'll get back to you as soon as possible. /Info 6 0 R endobj 13 0 obj 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. David Crosbie. 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. 9 0 obj 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). Two arrested during investigation into Gordon Street hit-and-run crash. Opinion. The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. "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. 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. "After that, I got a five page rambling document that was a record of the matter. /Size 36 /Prev 53154 What are the key differences between the old and new draft policies? Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. "What I think is shocking and disgraceful is the process. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. Confidentiality is important, but seriously I'm not told who lodged the complaint? endstream This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. . We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Port Macquarie NSW 2444. We can help you make a complaint. "These 14 complaints have cost us (council) $51,000. 4 talking about this. Customer Service. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. I don't know who lodged them (the complaints) or what is going on. $1000 a week is spent on this rubbish.". She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". endobj Find us at one of our customer service centres. A statement issued by Bellingen Shire Council confirmed this had been an administrative error. Please enable JavaScript in your browser's settings and refresh the page. 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 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. Port Macquarie NSW 2444. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. The Port News has been at the heart of its community for more than 135 years. 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. 14 0 obj 9 Laurie Street Laurieton NSW 2443. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. <> x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K 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. 17 Burrawan Street Port Macquarie NSW 2444. Our journalists work hard to provide local, up-to-date news to the community. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. endobj Recently we undertook a significant review of how we deliver service to our customers. 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 We're here to help! We care about the protection of your data. Complaints can: increase the chance of getting a better outcome help others in similar situations 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. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Here areall the different ways you can get in touch with us. Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. We pay our respects to the people, the cultures and the elders, past, present and emerging. 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. A step-by-step guide to making a complaint. 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. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. endobj PO Box 84, Port Macquarie NSW 2444. 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. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: [email protected] Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. E: [email protected] "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.". 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. stream 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. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN In 2018 there were two and in 2019, 14 complaints were lodged. 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. "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. endobj Port Macquarie NSW 2444. He also asked if council will inform him of the results of any complaints made against him. IT was a $64,000 question that amounted to nothing. Bellingen Shire Council had a clean slate. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. 49 High Street Wauchope NSW 2446. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. 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. 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. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] Search their online public register. Ph: 6581 8111, 17 Burrawan Street We live in an environment where anonymous people can make complaints - what can you do about it. We review the information you give us and decide what action to take. 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. Compare Port Macquarie with: Do you live in Port Macquarie? Some content on this page may not display correctly. 10 0 obj Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. "When one council is spending in excess of $200,000 in one year to simply deal with code of conduct complaints, serious questions must be asked," Mr Warren said. Your digital subscription includes access to content from all our websites in your region. Office of Local Government release Model Code of Conduct complaints investigations costs November 17 2021 - 3:00pm Council's all around NSW have seen a significant spike in the number of complaints and the cost to deal with them in the past two years. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0

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