Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Photo: File IT was a $64,000 question that amounted to nothing. "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.". "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. xc`````z f2 Sign up for our newsletter to stay up to date. Advertisement Ad Local News endobj Your digital subscription includes access to content from all our websites in your region. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> "I'm horrified and our community should be too. asbestos, chemicals in water). 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. 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 consider that money has been taken away from important assets to our community. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 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: There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. Confidentiality is important, but seriously I'm not told who lodged the complaint? "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. The Port News has been at the heart of its community for more than 135 years. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. Part 1: What is unreasonable conduct by a complainant? We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. endobj 14 0 obj PO Box 84, Port Macquarie NSW 2444. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Our journalists work hard to provide local, up-to-date news to the community. 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. 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. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . Police appeal for . Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. 9 0 obj Nobody has come back and told me the result of that. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. Email Send us an email and we'll get back to you as soon as possible. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. There are many benefits of making a complaint and telling someone about your problem. If you work for NSW public sector. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". David Crosbie. 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. We can help you make a complaint. . A step-by-step guide to making a complaint. If we can't handle your complaint, we'll tell you who can help. We can help people who have been unfairly treated by community services that are run or funded by the government. Be very wary of politicians sounding the youth crime alarm. Add data for Port Macquarie. endobj Customer Service. 13 0 obj Your stories matter to us and so does local journalism. 17 Burrawan Street Port Macquarie NSW 2444. 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. 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. 8 0 obj "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". What are the key differences between the old and new draft policies? 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. 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). See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. E: council@pmhc.nsw.gov.au Two arrested during investigation into Gordon Street hit-and-run crash. /Root 9 0 R Compare Port Macquarie with: Do you live in Port Macquarie? We review the information you give us and decide what action to take. We support people with disability, Aboriginal peoples and have information in easy English and other languages. Ph: 6581 8111, 17 Burrawan Street "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. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. endobj << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] "After that, I got a five page rambling document that was a record of the matter. Customer requests are the main reason that customers contact us. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. $1000 a week is spent on this rubbish.". ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 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*!? 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Find us at one of our customer service centres. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of 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. the best way to lodge a complaint or a request for service (which is via our website). Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au Complaints can: You have a right to good services and fair treatment. >> Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Recently we undertook a significant review of how we deliver service to our customers. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. endstream If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Find out what to do and what information you'll need to provide. "He wouldn't tell me what the complaints were or who made them. You can report most issues online. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. In 2018 there were two and in 2019, 14 complaints were lodged. 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. HW[6Sc1r gndA%|l qX? Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 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. Opinion. What happens after you make a complaint. Port Macquarie NSW 2444. "What I think is shocking and disgraceful is the process. CfZE-n% << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> Bellingen Shire Council had a clean slate. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. We live in an environment where anonymous people can make complaints - what can you do about it. endstream stream We care about the protection of your data. 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). 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. endstream We care about the protection of your data. I corrected it and advised of what I had actually said. 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. That was three months ago and I have heard nothing since. 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. "What has escalated this? 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. 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. asbestos, chemicals in water) 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$ZEW7i |R?D M4zC>{kh'n8xWRqG@j Otu0\AadS4F6pdb{aGFt p\, Kc5m'n4V )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 <>stream Your feedback should be received no later than Friday 20 November 2020. 4 talking about this. Port Macquarie court list. 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. 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. Ruby Pascoe. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. <>stream IT was a $64,000 question that amounted to nothing. Depending on the complaint, the . "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$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 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. 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. And you have a right to complain to the Ombudsman if that doesn't happen. The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. "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. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Search their online public register. Port Macquarie NSW 2444. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Read our Privacy Policy. 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. 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. He also asked if council will inform him of the results of any complaints made against him. 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. Please enable JavaScript in your browser's settings and refresh the page. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. endobj 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. "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. Read our Privacy Policy. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. I don't know who lodged them (the complaints) or what is going on. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. 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. Sign up for our newsletter to stay up to date. "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. 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. 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 Ph: 6581 8111, 17 Burrawan Street 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). We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. Your digital subscription includes access to content from all our websites in your region. What are the key differences between the old and new draft policies? %PDF-1.7 Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. ABN: 11 236 901 601 x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K 10 0 obj Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. Nambucca Valley Council had one Code of Conduct complaint and spent $120 investigating, however, the complaint was found to not be in breach of the Code. endobj ?.ArOqKc+]'5qTe)?x Home - Port Macquarie Hastings Council - Logo, If your issue is not listed under any of the above topics, you can still, Type the characters you see in the image below, Connecting to water (Section 305/307 compliance), Works & activities within a public road reserve, Aboriginal and Torres Strait Islander Community, Graffiti Management Mural Project - Stage 1 & 2, Building, construction & development forms, hazardous pollution issues (e.g. 7 0 obj x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. <>stream Complaints can: increase the chance of getting a better outcome help others in similar situations Hearings can be observed by any member of the public. Learn more. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. 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. /Info 6 0 R Some content on this page may not display correctly. Find out what complaints we can help with. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. "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. In some cases we need more information and request you contact us directly in these instances. Calls received outside of business hours are diverted to our after hours call centre. 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 . Home - Port Macquarie Hastings Council - Logo. We're here to help! 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. 12 0 obj 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. 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 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. PO Box 84, Port Macquarie NSW 2444. E: council@pmhc.nsw.gov.au 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.". To make sure you're up to date with all the news, SIGN UP HERE. 11 0 obj 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. 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. ,QZ0f`[mlKV 3P`Pff` A You have a right to complain about the services you get. 49 High Street Wauchope NSW 2446. Contact us for any help on browser support. Read our Privacy Policy. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. 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. In some cases we need more information and request you contact us directly in these instances. 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. If you look objectively at the process they (ratepayers) would be shocked at what went on. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". 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. council@pmhc.nsw.gov.au Mail Reach us by posted mail. <>>> 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. % Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Ph: 6581 8111, 17 Burrawan Street You can report most issues online. 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. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. 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 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 information on our council, and their contact details. "These 14 complaints have cost us (council) $51,000. A statement issued by Bellingen Shire Council confirmed this had been an administrative error. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better".