the best way to lodge a complaint or a request for service (which is via our website). 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. "I'm horrified and our community should be too. Complaints can: increase the chance of getting a better outcome help others in similar situations Email Send us an email and we'll get back to you as soon as possible. Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. Port Macquarie court list. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. We pay our respects to the people, the cultures and the elders, past, present and emerging. David Crosbie. There are many benefits of making a complaint and telling someone about your problem. Find information on our council, and their contact details. Please enable JavaScript in your browser's settings and refresh the page. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. stream Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. >> Opinion. 14 0 obj Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. A statement issued by Bellingen Shire Council confirmed this had been an administrative error. HWK719VUzf!>!vJ-f{,C?V=U&eq;%'^NTFM23wFd:'YauL'wo7)q&MYwUmDmI'U.~>{rS5!ll&8/>#u1HVQ;eV%"4+k,ZmIa7yc/1;ccsA~W7"$stdbsg{q"(1N9*!? Port Macquarie NSW 2444. /Root 9 0 R Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. If you work for NSW public sector. PO Box 84, Port Macquarie NSW 2444. Ph: 6581 8111, 17 Burrawan Street the best way to lodge a complaint or a request for service (which is via our website). Advertisement Ad Local News 17 Burrawan Street Port Macquarie NSW 2444. E: council@pmhc.nsw.gov.au 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). In some cases we need more information and request you contact us directly in these instances. 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, 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. 9 0 obj 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. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. What are the key differences between the old and new draft policies? 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. Ruby Pascoe. 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. 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: These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). 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. You can report most issues online. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 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. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. council@pmhc.nsw.gov.au Mail Reach us by posted mail. Nobody has come back and told me the result of that. all the different ways you can get in touch with us. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". ?.ArOqKc+]'5qTe)?x <> We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. 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. 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. <>>> Be very wary of politicians sounding the youth crime alarm. Ph: 6581 8111, 17 Burrawan Street Port Macquarie NSW 2444. "What has escalated this? 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. 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. 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. "These 14 complaints have cost us (council) $51,000. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 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. Recently we undertook a significant review of how we deliver service to our customers. Here areall the different ways you can get in touch with 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). Complaints can: You have a right to good services and fair treatment. ABN: 11 236 901 601 Some content on this page may not display correctly. 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). 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. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. That was three months ago and I have heard nothing since. We can help people who have been unfairly treated by community services that are run or funded by the government. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". Find out what to do and what information you'll need to provide. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Public Interest disclosures also covers local government, Parliament, and also some private sector operators. "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. 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. 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. Customer Service. Please enable JavaScript in your browser's settings and refresh the page. %PDF-1.7 Compare Port Macquarie with: Do you live in Port Macquarie? 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. What happens after you make a complaint. There are many benefits of making a complaint and telling someone about your problem. endobj PO Box 84, Port Macquarie NSW 2444. To make sure you're up to date with all the news, SIGN UP HERE. In 2018 there were two and in 2019, 14 complaints were lodged. 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. "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. Read our Privacy Policy. 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. 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. "I consider that money has been taken away from important assets to our community. Add data for Port Macquarie. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO 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. We care about the protection of your data. Read our Privacy Policy. Contact us for any help on browser support. And you have a right to complain to the Ombudsman if that doesn't happen. "What I think is shocking and disgraceful is the process. 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. "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 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. 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. Your digital subscription includes access to content from all our websites in your region. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. stream Customer requests are the main reason that customers contact us. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. 49 High Street Wauchope NSW 2446. 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. endobj We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 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. He also asked if council will inform him of the results of any complaints made against him. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. We recognise, promote and protect the rights of individuals or organisations to make a complaint, and will respond to complaints in a timely and confidential manner. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". "There is no doubt that some people use code of conducts as a way to score cheap political points at a significant cost to the council and their community. /Info 6 0 R Office of Local Government release Model Code of Conduct complaints investigations costs November 17 2021 - 3:00pm Council's all around NSW have seen a significant spike in the number of complaints and the cost to deal with them in the past two years. Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Sign up for our newsletter to stay up to date. Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&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$ZEW7i |R?D M4zC>{kh'n8xWRqG@j Otu0\AadS4F6pdb{aGFt p\, Kc5m'n4V ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Search their online public register. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 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. 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. You can report most issues online. "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.". asbestos, chemicals in water). "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. 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. endobj Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. We are working hard to be better at: A key step in this is updating the policies that govern how we deliver service to our customers and how we respond to complaints. 11 0 obj Port Macquarie NSW 2444. Home - Port Macquarie Hastings Council - Logo, Connecting to water (Section 305/307 compliance), Works & activities within a public road reserve, Aboriginal and Torres Strait Islander Community, Graffiti Management Mural Project - Stage 1 & 2, Building, construction & development forms. Your stories matter to us and so does local journalism. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. xc`````z f2 zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. A step-by-step guide to making a complaint. "After that, I got a five page rambling document that was a record of the matter. Learn more. 10 0 obj << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". endobj endobj 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' <>stream Your digital subscription includes access to content from all our websites in your region. <>stream What are the key differences between the old and new draft policies? If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Photo: File IT was a $64,000 question that amounted to nothing. ,QZ0f`[mlKV 3P`Pff` A 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. 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. "He wouldn't tell me what the complaints were or who made them. We live in an environment where anonymous people can make complaints - what can you do about it. IT was a $64,000 question that amounted to nothing. 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 We care about the protection of your data. 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. 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 . Ph: 6581 8111, 17 Burrawan Street Depending on the complaint, the . Bellingen Shire Council had a clean slate. 13 0 obj Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. Find out what complaints we can help with. We support people with disability, Aboriginal peoples and have information in easy English and other languages. endobj Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 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. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111.
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