A step-by-step guide to making a complaint. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". Bellingen Shire Council had a clean slate. Sign up for our newsletter to stay up to date. ABN: 11 236 901 601 Policies Port Macquarie Hastings Council stream )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 Customer requests are the main reason that customers contact us. 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. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. IT was a $64,000 question that amounted to nothing. Sign up for our newsletter to stay up to date. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. 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 8111for issues such as: E: council@pmhc.nsw.gov.au Our journalists work hard to provide local, up-to-date news to the community. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. E: council@pmhc.nsw.gov.au "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. Confidentiality is important, but seriously I'm not told who lodged the complaint? 4 talking about this. Learn more. 14 0 obj 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. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. endobj We care about the protection of your data. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. 9 0 obj "I consider that money has been taken away from important assets to our community. asbestos, chemicals in water). "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. And you have a right to complain to the Ombudsman if that doesn't happen. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. 10 0 obj Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Your feedback should be received no later than Friday 20 November 2020. 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.". Compare Port Macquarie with: Do you live in Port Macquarie? Two arrested during investigation into Gordon Street hit-and-run crash. 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. 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. Some content on this page may not display correctly. asbestos, chemicals in water) 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. Hearings can be observed by any member of the public. Part 1: What is unreasonable conduct by a complainant? Port Macquarie court list - Federal Circuit Court of Australia We can help people who have been unfairly treated by community services that are run or funded by the government. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 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. 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. 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. endstream "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. PDF Revised Customer Complaints Policy 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. Read our Privacy Policy. Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. In 2018 there were two and in 2019, 14 complaints were lodged. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". Police appeal for . Ask a question, lodge a service request, report a local issue or provide feedback through an online form. $1000 a week is spent on this rubbish.". 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. If we can't handle your complaint, we'll tell you who can help. 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. Ph: 6581 8111, 17 Burrawan Street 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. "What I think is shocking and disgraceful is the process. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. Port Macquarie: Council creates new role to weed out old ways %PDF-1.7 The Federal Circuit and Family Court of Australia acknowledges the traditional owners and custodians of country throughout Australia and acknowledges their continuing connection to land, sea and community. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' 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 Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. 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. . E: council@pmhc.nsw.gov.au We can help you make a complaint. 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. 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. PDF Complaints handling flowchart In some cases we need more information and request you contact us directly in these instances. Please enable JavaScript in your browser's settings and refresh the page. /Size 36 /Prev 53154 Contact us - Port Macquarie-Hastings Council We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Depending on the complaint, the . Port Macquarie NSW 2444. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> "He wouldn't tell me what the complaints were or who made them. endstream In some cases we need more information and request you contact us directly in these instances. You can report most issues online. We pay our respects to the people, the cultures and the elders, past, present and emerging. all the different ways you can get in touch with us. A Byabarra farmer has taken his - Port Macquarie News - Facebook 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. We care about the protection of your data. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Please enable JavaScript in your browser's settings and refresh the page. Recently we undertook a significant review of how we deliver service to our customers. Port Macquarie NSW 2444. We review the information you give us and decide what action to take. 7 0 obj What would you like to report? - Port Macquarie-Hastings Council 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. >> 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. I don't know who lodged them (the complaints) or what is going on. Be very wary of politicians sounding the youth crime alarm. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. There are many benefits of making a complaint and telling someone about your problem. 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. "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. stream 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. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. HW[6Sc1r gndA%|l qX? 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 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. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. Complaints investigations come at a cost to ratepayers 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: You have a right to complain about the services you get. That was three months ago and I have heard nothing since. "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. Making a complaint - NSW Ombudsman Search their online public register. 9 Laurie Street Laurieton NSW 2443. endobj You can report most issues online. Complaints can: increase the chance of getting a better outcome help others in similar situations <>stream CfZE-n% endobj Here areall the different ways you can get in touch with us. PO Box 84, Port Macquarie NSW 2444. Opinion. Your stories matter to us and so does local journalism. "After that, I got a five page rambling document that was a record of the matter. xc`````z f2 endobj This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. "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. Add data for Port Macquarie. Ph: 6581 8111, 17 Burrawan Street 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). Advertisement Ad Local News 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. 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 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K 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. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. endobj 8 0 obj 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. Port Macquarie court list. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. 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 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. What's your customer experience? | Port Macquarie-Hastings Council Have Email Send us an email and we'll get back to you as soon as possible. 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. David Crosbie. 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. the best way to lodge a complaint or a request for service (which is via our website). ?.ArOqKc+]'5qTe)?x 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. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. 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.