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. <>stream We support people with disability, Aboriginal peoples and have information in easy English and other languages. 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. 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. 11 0 obj Please enable JavaScript in your browser's settings and refresh the page. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. 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. endstream 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). 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. Find out what to do and what information you'll need to provide. Read our Privacy Policy. "What has escalated this? endobj Ask a question, lodge a service request, report a local issue or provide feedback through an online form. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. The new policy has new sections which detail the policy Principles, Responsibilities and now includes a Flowchart which depicts what happens we we receive a complaint and how it is managed. endobj zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. 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 . asbestos, chemicals in water) Read our Privacy Policy. Here areall the different ways you can get in touch with us. 4 talking about this. Your digital subscription includes access to content from all our websites in your region. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. David Crosbie. Part 2: Staff strategies for responding to unreasonable conduct, Part 3: Communication and unreasonable conduct, Part 4: Management responsibilities and supporting staff, Part 5: Restricting and controlling access, Effective complaint management systems workshop, Managing unreasonable conduct by a complainant workshop, Public interest disclosures management training, Supporting young people to make complaints and advocate for systems change workshop, Child Death Review Team / Reviewable Deaths, Submissions to Parliamentary Committees and other bodies, Public Interest Disclosures Annual Reports / PID Steering Committee, Annual reports relating to former functions, Monitor operation of the Mandatory Disease Testing Act, Oversee public interest disclosures (whistleblowing), Email or post this page in social media sites, increase the chance of getting a better outcome, let agencies and service providers know there are problems, and help them improve their services, provide you with an explanation for why something has happened. I corrected it and advised of what I had actually said. What happens after you make a complaint. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Contact us for any help on browser support. That was three months ago and I have heard nothing since. Sign up for our newsletter to stay up to date. Please enable JavaScript in your browser's settings and refresh the page. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Complaints can: You have a right to good services and fair treatment. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido 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. 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. 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. endobj Police appeal for . 8 0 obj $1000 a week is spent on this rubbish.". Bellingen Shire Council had a clean slate. Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&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 Find out what complaints we can help with. "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. There are many benefits of making a complaint and telling someone about your problem. stream "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. Some content on this page may not display correctly. 9 Laurie Street Laurieton NSW 2443. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] 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. There are many benefits of making a complaint and telling someone about your problem. "I consider that money has been taken away from important assets to our community. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 7 0 obj <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> /Size 36 /Prev 53154 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. In 2018 there were two and in 2019, 14 complaints were lodged. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 "What I think is shocking and disgraceful is the process. He also asked if council will inform him of the results of any complaints made against him. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au Ph: 6581 8111, 17 Burrawan Street We live in an environment where anonymous people can make complaints - what can you do about it. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. endobj 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. ABN: 11 236 901 601 A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. <>stream 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 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. PO Box 84, Port Macquarie NSW 2444. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. 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. IT was a $64,000 question that amounted to nothing. Port Macquarie court list. We have reviewed our Customer Complaints Policy to make sure we are clearly communicating: This helps us to collect all relevant information in the first instance so that we minimise the time to achieve an outcome or let you know of our decision. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. PO Box 84, Port Macquarie NSW 2444. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' You can report most issues online. CfZE-n% 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. Port Macquarie NSW 2444. Recently we undertook a significant review of how we deliver service to our customers. council@pmhc.nsw.gov.au Mail Reach us by posted mail. ,QZ0f`[mlKV 3P`Pff` A 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. "He wouldn't tell me what the complaints were or who made them. ?.ArOqKc+]'5qTe)?x "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". 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. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. We're here to help! "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. 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: the best way to lodge a complaint or a request for service (which is via our website). Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. Search their online public register. 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*!? 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. 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. Hearings can be observed by any member of the public. >> In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. Nobody has come back and told me the result of that. 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. 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). I don't know who lodged them (the complaints) or what is going on. In some cases we need more information and request you contact us directly in these instances. E: council@pmhc.nsw.gov.au The Port News has been at the heart of its community for more than 135 years. 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. 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. We can help you make a complaint. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. Sign up for our newsletter to stay up to date. Find information on our council, and their contact details. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. Customer Service. Home - Port Macquarie Hastings Council - Logo. 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. Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Learn more. 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. 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. What are the key differences between the old and new draft policies? Port Macquarie NSW 2444. 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. "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.
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