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. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Customer requests are the main reason that customers contact us. 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. /Size 36 /Prev 53154 "I consider that money has been taken away from important assets to our community. A step-by-step guide to making a complaint. 4 talking about this. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> 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). "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
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Find out what to do and what information you'll need to provide. 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. 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. Ph: 6581 8111, 17 Burrawan Street
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stream Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. Some content on this page may not display correctly. Hearings can be observed by any member of the public. 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.
What's your customer experience? | Port Macquarie-Hastings Council Have E: council@pmhc.nsw.gov.au
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Complaints investigations come at a cost to ratepayers Photo: File IT was a $64,000 question that amounted to nothing. We care about the protection of your data. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details.
Bellingen Shire Council had a clean slate. asbestos, chemicals in water). E: council@pmhc.nsw.gov.au
9 Laurie Street Laurieton NSW 2443. 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 Here areall the different ways you can get in touch with us. Part 1: What is unreasonable conduct by a complainant? Search their online public register. 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). ,QZ0f`[mlKV 3P`Pff` A "I'm horrified and our community should be too. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. 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. We support people with disability, Aboriginal peoples and have information in easy English and other languages. 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. endobj "What has escalated this? 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. 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.
Please enable JavaScript in your browser's settings and refresh the page. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. Home - Port Macquarie Hastings Council - Logo. Be very wary of politicians sounding the youth crime alarm. endobj There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. Read our Privacy Policy. Find us at one of our customer service centres. Calls received outside of business hours are diverted to our after hours call centre. Contact us for any help on browser support. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. We review the information you give us and decide what action to take. the best way to lodge a complaint or a request for service (which is via our website).
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. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. "These 14 complaints have cost us (council) $51,000.
PDF Revised Customer Complaints Policy Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 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. What are the key differences between the old and new draft policies? Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. endobj Complaints can: increase the chance of getting a better outcome help others in similar situations While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News.
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. Learn more. "He wouldn't tell me what the complaints were or who made them. 10 0 obj 7 0 obj 14 0 obj "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". 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. 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. Port Macquarie NSW 2444. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". 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.
Contact us - Port Macquarie-Hastings Council We can help people who have been unfairly treated by community services that are run or funded by the government. Your digital subscription includes access to content from all our websites in your region. Nobody has come back and told me the result of that. Port Macquarie court list. 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 12 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. 11 0 obj Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. 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 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 Contact us for any help on browser support. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] the best way to lodge a complaint or a request for service (which is via our website). We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling.
The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. We care about the protection of your data. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. xc`````z f2 "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. endstream
Policy Review - Port Macquarie-Hastings Council Have Your Say I corrected it and advised of what I had actually said. In some cases we need more information and request you contact us directly in these instances. The Port News has been at the heart of its community for more than 135 years. David Crosbie. 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. IT was a $64,000 question that amounted to nothing. 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
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We're here to help! Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". We pay our respects to the people, the cultures and the elders, past, present and emerging. PO Box 84, Port Macquarie NSW 2444. There are many benefits of making a complaint and telling someone about your problem. 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.
Port Macquarie court list - Federal Circuit Court of Australia 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. 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 $2650; after investigation, none of the complaints were found to have been a breach. 17 Burrawan Street Port Macquarie NSW 2444. zBEO0} F1a^\*Gk
d5H*OxdqdZMU4bs$El"d-MVL[. 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.". Recently we undertook a significant review of how we deliver service to our customers. PO Box 84, Port Macquarie NSW 2444. Port Macquarie NSW 2444. Ph: 6581 8111, 17 Burrawan Street
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 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. In some cases we need more information and request you contact us directly in these instances. 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. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. %PDF-1.7 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. Our journalists work hard to provide local, up-to-date news to the community. Opinion.
Port Macquarie-Hastings councillors call for transparency after Some content on this page may not display correctly.
A Byabarra farmer has taken his - Port Macquarie News - Facebook 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. 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. all the different ways you can get in touch with us. >> 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. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. You can report most issues online. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. 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.
Find out what complaints we can help with. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. Advertisement Ad Local News 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. /Root 9 0 R 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. council@pmhc.nsw.gov.au Mail Reach us by posted mail. "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. "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. Your digital subscription includes access to content from all our websites in your region. HWAn$7+({=RLv,r%Hv>kyk~v[u=q_b7}.8#_`n\iulGZ2rC'2sACf8Ja-FG,G6>UPmXZ;qAB[OoI(pfI/~cw/">iFB('O2@y"
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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. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. 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. Your feedback should be received no later than Friday 20 November 2020. <>stream
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What would you like to report? - Port Macquarie-Hastings Council 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. 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. Sign up for our newsletter to stay up to date. And you have a right to complain to the Ombudsman if that doesn't happen. 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.