Search their online public register. 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. Port Macquarie NSW 2444. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. <> 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. 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. 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 . Ask a question, lodge a service request, report a local issue or provide feedback through an online form. >> 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. Some content on this page may not display correctly. "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. 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 We care about the protection of your data. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. PO Box 84, Port Macquarie NSW 2444. 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. E: council@pmhc.nsw.gov.au I corrected it and advised of what I had actually said. We care about the protection of your data. Opinion. Police appeal for . E: council@pmhc.nsw.gov.au In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. the best way to lodge a complaint or a request for service (which is via our website). If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. endstream See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. Read our Privacy Policy. Email Send us an email and we'll get back to you as soon as possible. 14 0 obj Photo: File IT was a $64,000 question that amounted to nothing. We can help people who have been unfairly treated by community services that are run or funded by the government. 12 0 obj Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. asbestos, chemicals in water). <>stream Customer Service. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. We live in an environment where anonymous people can make complaints - what can you do about it. 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. And you have a right to complain to the Ombudsman if that doesn't happen. endobj Contact us for any help on browser support. endobj Contact us for any help on browser support. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 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. Advertisement Ad Local News If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au The Port News has been at the heart of its community for more than 135 years. 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. 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. 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: 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. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". IN the last two years, code of conduct complaints against council and councillors have cost Port Macquarie-Hastings ratepayers more than $51,000 in investigation expenses. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Part 1: What is unreasonable conduct by a complainant? In 2018 there were two and in 2019, 14 complaints were lodged. ?.ArOqKc+]'5qTe)?x :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 Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. 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. 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. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. "I'm horrified and our community should be too. "I consider that money has been taken away from important assets to our community. Find out what complaints we can help with. We support people with disability, Aboriginal peoples and have information in easy English and other languages. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Complaints can: You have a right to good services and fair treatment. Find out what to do and what information you'll need to provide. 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. Compare Port Macquarie with: Do you live in Port Macquarie? Your stories matter to us and so does local journalism. 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>> What are the key differences between the old and new draft policies? 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. 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' Complaints can: increase the chance of getting a better outcome help others in similar situations Read our Privacy Policy. %PDF-1.7 This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. A statement issued by Bellingen Shire Council confirmed this had been an administrative error. Calls received outside of business hours are diverted to our after hours call centre. "What has escalated this? Your digital subscription includes access to content from all our websites in your region. 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. You have a right to complain about the services you get. <>stream 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. 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. Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. the best way to lodge a complaint or a request for service (which is via our website). Some content on this page may not display correctly. Hearings can be observed by any member of the public. Find information on our council, and their contact details. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. council@pmhc.nsw.gov.au Mail Reach us by posted mail. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . endobj /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] 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. Depending on the complaint, the . And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. 10 0 obj Nobody has come back and told me the result of that. 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. Be very wary of politicians sounding the youth crime alarm. We can help you make a complaint. /Info 6 0 R Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. This is a robbery of $51,000 of community money by complaints that should never occur in a council, but they have," Cr Pinson said. Please enable JavaScript in your browser's settings and refresh the page. "Whilst council correctly reported zero complaints made about councillors and the general manager during the reporting period 2019-2020; there was an administrative error regarding the financial data accompanying the report, which should have read zero.". Home - Port Macquarie Hastings Council - Logo. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] The Federal Circuit and Family Court of Australia acknowledges the traditional owners and custodians of country throughout Australia and acknowledges their continuing connection to land, sea and community. Sign up for our newsletter to stay up to date. k9Q4X\NJmF hC1l':nyz"U+A ]L\j>FeT4 o[.HR7 e'N\nB92I@EEi#i 5u-/x,:D1U(2[sjZ:gf)SZ`T+}#K7PRI?djgi[B"M&Q*O^f jhE zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. 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. endobj Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. 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. all the different ways you can get in touch with us. "What I think is shocking and disgraceful is the process. Confidentiality is important, but seriously I'm not told who lodged the complaint? 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. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 11 0 obj 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*!? 49 High Street Wauchope NSW 2446. 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 Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. Read our Privacy Policy. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". $1000 a week is spent on this rubbish.". 8 0 obj Ask a question, lodge a service request, report a local issue or provide feedback through an online form. Sign up for our newsletter to stay up to date. Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. Ruby Pascoe. 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. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> "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. If you look objectively at the process they (ratepayers) would be shocked at what went on. 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. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Our journalists work hard to provide local, up-to-date news to the community. stream 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN 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.". We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. endstream endobj Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. You can report most issues online. ABN: 11 236 901 601 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. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. 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. IT was a $64,000 question that amounted to nothing. Please enable JavaScript in your browser's settings and refresh the page. Here areall the different ways you can get in touch with us. 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. 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. /Size 36 /Prev 53154 Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. Bellingen Shire Council had a clean slate. Learn more. What are the key differences between the old and new draft policies? What happens after you make a complaint. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. 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 are many benefits of making a complaint and telling someone about your problem. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Port Macquarie court list. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. "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. "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. 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. These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). Recently we undertook a significant review of how we deliver service to our customers. We review the information you give us and decide what action to take. 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. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. Port Macquarie NSW 2444. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. stream 4 talking about this. Your digital subscription includes access to content from all our websites in your region. 17 Burrawan Street Port Macquarie NSW 2444. 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. 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. I don't know who lodged them (the complaints) or what is going on. /Root 9 0 R "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". "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. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. endstream Find us at one of our customer service centres. 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. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. If we can't handle your complaint, we'll tell you who can help. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. 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.