7 0 obj Port Macquarie-Hastings councillors call for transparency after %PDF-1.7 << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] 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. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". 9 0 obj 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. Customer requests are the main reason that customers contact us. 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 are unhappy with the way you've been treated by a NSW Government agency or community service provider, you can make a complaint. Complaints can: You have a right to good services and fair treatment. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. Any further enquiries, please contact Councils Group Manager Customer Experience and Communications, Jane Ree on telephone (02) 6581 8111 or email to council@pmhc.nsw.gov.au. $1000 a week is spent on this rubbish.". 17 Burrawan Street Port Macquarie NSW 2444. PO Box 84, Port Macquarie NSW 2444. 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. Sign up for our newsletter to stay up to date. Find out what complaints we can help with. "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. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Our Minister for Local Government should have a look at the complaints, not just in our council and what is going on, but in other councils as well.". We care about the protection of your data. endstream 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 support people with disability, Aboriginal peoples and have information in easy English and other languages. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN 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). 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. 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. Your digital subscription includes access to content from all our websites in your region. Some content on this page may not display correctly. "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.". Calls received outside of business hours are diverted to our after hours call centre. endobj Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 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: We care about the protection of your data. Home - Port Macquarie Hastings Council - Logo. ABN: 11 236 901 601 Some content on this page may not display correctly. Part 1: What is unreasonable conduct by a complainant? endobj 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*!? What would you like to report? - Port Macquarie-Hastings Council >> Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. "What I think is shocking and disgraceful is the process. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. <>stream "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. 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. 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 Email Send us an email and we'll get back to you as soon as possible. We can help you make a complaint. Complaints can: increase the chance of getting a better outcome help others in similar situations 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. Making a complaint - NSW Ombudsman 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. Contact us for any help on browser support. Read our Privacy Policy. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. "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. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". 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. 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. "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. IT was a $64,000 question that amounted to nothing. We live in an environment where anonymous people can make complaints - what can you do about it. What happens after you make a complaint. Add data for Port Macquarie. /Size 36 /Prev 53154 Two arrested during investigation into Gordon Street hit-and-run crash. You have a right to complain about the services you get. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. E: council@pmhc.nsw.gov.au 9 Laurie Street Laurieton NSW 2443. the best way to lodge a complaint or a request for service (which is via our website). Sign up for our newsletter to stay up to date. Port Macquarie: Council creates new role to weed out old ways HW[6Sc1r gndA%|l qX? 11 0 obj While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. What's your customer experience? | Port Macquarie-Hastings Council Have the best way to lodge a complaint or a request for service (which is via our website). Port Macquarie court list. 4 talking about this. Policy Review - Port Macquarie-Hastings Council Have Your Say 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. 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. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. Customer Service. endobj % 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. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. endstream :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 If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au 14 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. Find us at one of our customer service centres. endobj asbestos, chemicals in water) 49 High Street Wauchope NSW 2446. endobj We pay our respects to the people, the cultures and the elders, past, present and emerging. 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. In some cases we need more information and request you contact us directly in these instances. "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. Contact us for any help on browser support. Depending on the complaint, the . I corrected it and advised of what I had actually said. What are the key differences between the old and new draft policies? Opinion. 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. 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. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". "After that, I got a five page rambling document that was a record of the matter. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] That was three months ago and I have heard nothing since. 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. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". We review the information you give us and decide what action to take. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. 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 . 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. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. We're here to help! Crime in Port Macquarie. Safety in Port Macquarie - Numbeo Learn more. Ph: 6581 8111, 17 Burrawan Street We can help people who have been unfairly treated by community services that are run or funded by the government. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. Port Macquarie NSW 2444. council@pmhc.nsw.gov.au Mail Reach us by posted mail. "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. PDF Complaints handling flowchart stream 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). Contact us - Port Macquarie-Hastings Council Police appeal for . 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. endstream A step-by-step guide to making a complaint. A Byabarra farmer has taken his - Port Macquarie News - Facebook 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. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Read our Privacy Policy. endobj <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> If you work for NSW public sector. 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 [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO There are many benefits of making a complaint and telling someone about your problem. These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). Confidentiality is important, but seriously I'm not told who lodged the complaint? 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. 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. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". <>stream Ask a question, lodge a service request, report a local issue or provide feedback through an online form. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. What are the key differences between the old and new draft policies? 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. 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. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. /Info 6 0 R Complaints investigations come at a cost to ratepayers stream xc`````z f2 The Port News has been at the heart of its community for more than 135 years. 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. Please enable JavaScript in your browser's settings and refresh the page. This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. Your feedback should be received no later than Friday 20 November 2020. 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. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. Recently we undertook a significant review of how we deliver service to our customers. all the different ways you can get in touch with us. Your digital subscription includes access to content from all our websites in your region. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Ruby Pascoe. Port Macquarie court list - Federal Circuit Court of Australia I don't know who lodged them (the complaints) or what is going on. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Find information on our council, and their contact details. 13 0 obj "I'm horrified and our community should be too. There are many benefits of making a complaint and telling someone about your problem. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. ?.ArOqKc+]'5qTe)?x Bellingen Shire Council had a clean slate. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. You can report most issues online. 8 0 obj Advertisement Ad Local News "What has escalated this? In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. "He wouldn't tell me what the complaints were or who made them. Port Macquarie NSW 2444. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. 10 0 obj 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 /Root 9 0 R Ph: 6581 8111, 17 Burrawan Street In some cases we need more information and request you contact us directly in these instances. Find out what to do and what information you'll need to provide. 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.
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