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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. "I'm horrified and our community should be too. 9 0 obj What are the key differences between the old and new draft policies? 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. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. Policy Review - Port Macquarie-Hastings Council Have Your Say We live in an environment where anonymous people can make complaints - what can you do about it. "What has escalated this? 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. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: [email protected] We review the information you give us and decide what action to take. Any further enquiries, please contact Councils Group Manager Customer Experience and Communications, Jane Ree on telephone (02) 6581 8111 or email to [email protected]. Find information on our council, and their contact details. Bellingen Shire Council had a clean slate. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. Contact us for any help on browser support. Please enable JavaScript in your browser's settings and refresh the page. 10 0 obj We pay our respects to the people, the cultures and the elders, past, present and emerging. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Your digital subscription includes access to content from all our websites in your region. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. What are the key differences between the old and new draft policies? As recommended by the NSW Ombudsman, our current complaint policy currently outlines Tiers 1-3 of complaint management but now clearer guidance is given to the different types of complaints and how complaints should be made to ensure we capture information at the first contact which facilitates more efficient resolution. <>stream 12 0 obj 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. <>stream Find us at one of our customer service centres. And you have a right to complain to the Ombudsman if that doesn't happen. 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. 7 0 obj We're here to help! Port Macquarie and Surrounds Community Notice Board. - Facebook IT was a $64,000 question that amounted to nothing. Your feedback should be received no later than Friday 20 November 2020. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. Find out what complaints we can help with. Find out what to do and what information you'll need to provide. 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. 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. Port Macquarie: Council creates new role to weed out old ways ?.ArOqKc+]'5qTe)?x You can report most issues online. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. endobj Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. Some content on this page may not display correctly. What's your customer experience? | Port Macquarie-Hastings Council Have If we can't handle your complaint, we'll tell you who can help. 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. 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 49 High Street Wauchope NSW 2446. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. endobj A customer request is when a customer rings or writes or fills out a request online to ask us to do something - like fix a road or ask for us to address some maintenance. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' E: [email protected] 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. 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. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] 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. Learn more. Figures released by the Office of Local Government (OLG) revealed that no complaints had been lodged against Bellingen Council but $64,019 had been spent dealing with Code of Conduct investigations. all the different ways you can get in touch with us. >> Complaints investigations come at a cost to ratepayers The new policy also reflects recent changes such as the appointment of an Internal Ombudsman, and the introduction of an Internal Staff Speakup program to strengthen our culture. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). If you are unhappy with the way you've been treated by a NSW Government agency or community service provider, you can make a complaint. endobj We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Port Macquarie court list. Nobody has come back and told me the result of that. Advertisement Ad Local News Sign up for our newsletter to stay up to date. Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&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 This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. "What I think is shocking and disgraceful is the process. 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. Search their online public register. Read our Privacy Policy. Making a public interest disclosure (whistleblowing), Information in Easy Read and in other languages, Handling public interest disclosures (whistleblowing), PID responsibilities for public authorities, PIDs and the Government Information (Public Access) Act, Subscribe to the public interest disclosures newsletter, Automated decision-making in the public sector, Administrative Law and automated-decision making, Implementing automated decision-making systems, Managing unreasonable conduct by a complainant. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. Send an email to [email protected] ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. [email protected] Mail Reach us by posted mail. Police appeal for . PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Compare Port Macquarie with: Do you live in Port Macquarie? Court and Crime | Port Macquarie News | Port Macquarie, NSW 17 Burrawan Street Port Macquarie NSW 2444. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. 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. 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". xc`````z f2 Ask a question, lodge a service request, report a local issue or provide feedback through an online form. stream You have a right to complain about the services you get. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. A Byabarra farmer has taken his complaints against Port Macquarie-Hastings Council's handling of its unsealed road network to the Independent Commission Against Corruption (ICAC). Public Interest disclosures also covers local government, Parliament, and also some private sector operators. Port Macquarie NSW 2444. "I agree with Cr Levido that in the great majority of cases complaints come from the community and not councillors and that there must be something done to make this a more reasonable and lawful process," Cr Intemann said. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. 11 0 obj Please enable JavaScript in your browser's settings and refresh the page. Part 1: What is unreasonable conduct by a complainant? See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. endobj If a member of the public wishes to observe, or listen in to, an electronic hearing, please contact the Chambers of the presiding Judge or Registrar via email by 8.30am on the morning of the hearing. Your stories matter to us and so does local journalism. We acknowledge the Birpai people, the traditional owners of the land in which we work and live, and pay our respects to Elders past, present and emerging. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. <> "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$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 << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> CfZE-n% There are many benefits of making a complaint and telling someone about your problem. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . I corrected it and advised of what I had actually said. asbestos, chemicals in water) Calls received outside of business hours are diverted to our after hours call centre. Home - Port Macquarie Hastings Council - Logo. the best way to lodge a complaint or a request for service (which is via our website). We support people with disability, Aboriginal peoples and have information in easy English and other languages. Email Send us an email and we'll get back to you as soon as possible. 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. endstream There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. PDF Complaints handling flowchart "After that, I got a five page rambling document that was a record of the matter. 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. Hearings can be observed by any member of the public. /Size 36 /Prev 53154 Our journalists work hard to provide local, up-to-date news to the community. 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. Sign up for our newsletter to stay up to date. Be very wary of politicians sounding the youth crime alarm. 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. 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.". Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. He also asked if council will inform him of the results of any complaints made against him. 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. 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. Port Macquarie NSW 2444. Complaints can: You have a right to good services and fair treatment. "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 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. If you work for NSW public sector. E: [email protected] What happens after you make a complaint. 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. 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. endstream To make sure you're up to date with all the news, SIGN UP HERE. 8 0 obj 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. Crime in Port Macquarie. Safety in Port Macquarie - Numbeo Making a complaint - NSW Ombudsman 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. 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. Opinion. We care about the protection of your data. In some cases we need more information and request you contact us directly in these instances. 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). Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". Read our Privacy Policy. Contact us for any help on browser support. <>>> 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 4 talking about this. Two arrested during investigation into Gordon Street hit-and-run crash. In 2018 there were two and in 2019, 14 complaints were lodged. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. "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.". the best way to lodge a complaint or a request for service (which is via our website). Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. asbestos, chemicals in water). x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K Port Macquarie NSW 2444. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN /Root 9 0 R Complaints can: increase the chance of getting a better outcome help others in similar situations HW[6Sc1r gndA%|l qX? endstream 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. 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*!? Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. 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. Nambucca Valley Council had one Code of Conduct complaint and spent $120 investigating, however, the complaint was found to not be in breach of the Code. We can help people who have been unfairly treated by community services that are run or funded by the government. If you look objectively at the process they (ratepayers) would be shocked at what went on. Ruby Pascoe. We can help you make a complaint. The Port News has been at the heart of its community for more than 135 years. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 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). Ph: 6581 8111, 17 Burrawan Street zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. "There is no doubt that some people use code of conducts as a way to score cheap political points at a significant cost to the council and their community. Customer Service. Policies Port Macquarie Hastings Council )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 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. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. endstream Here areall the different ways you can get in touch with us. $1000 a week is spent on this rubbish.". Ph: 6581 8111, 17 Burrawan Street 13 0 obj 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. PDF Revised Customer Complaints Policy "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. 9 Laurie Street Laurieton NSW 2443. What would you like to report? - Port Macquarie-Hastings Council Some content on this page may not display correctly. That was three months ago and I have heard nothing since. You can report most issues online. Ph: 6581 8111, 17 Burrawan Street 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. % Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. endobj ABN: 11 236 901 601 "These 14 complaints have cost us (council) $51,000. Recently we undertook a significant review of how we deliver service to our customers. Sign up for our newsletter to stay up to date. "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. Depending on the complaint, the . Add data for Port Macquarie. "He wouldn't tell me what the complaints were or who made them. 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. 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 .