port macquarie council complaints

Calls received outside of business hours are diverted to our after hours call centre. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. What are the key differences between the old and new draft policies? That was three months ago and I have heard nothing since. 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. We care about the protection of your data. 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 ,QZ0f`[mlKV 3P`Pff` A "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. x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN Some content on this page may not display correctly. And you have a right to complain to the Ombudsman if that doesn't happen. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. 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. Add data for Port Macquarie. 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. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. endobj 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. %PDF-1.7 Policies Port Macquarie Hastings Council 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. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. 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. 49 High Street Wauchope NSW 2446. Find us at one of our customer service centres. asbestos, chemicals in water). Police appeal for . 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). A statement issued by Bellingen Shire Council confirmed this had been an administrative error. We pay our respects to the people, the cultures and the elders, past, present and emerging. Email Send us an email and we'll get back to you as soon as possible. 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. endstream "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. Read our Privacy Policy. endobj 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. We care about the protection of your data. 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.". 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. PDF Complaints handling flowchart Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. 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. 7 0 obj In some cases we need more information and request you contact us directly in these instances. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. 4 talking about this. Find out what complaints we can help with. To make sure you're up to date with all the news, SIGN UP HERE. 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. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. "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. You have a right to complain about the services you get. stream 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. Your digital subscription includes access to content from all our websites in your region. 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. Making a complaint - NSW Ombudsman A Byabarra farmer has taken his - Port Macquarie News - Facebook Customer requests are the main reason that customers contact us. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 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. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Your stories matter to us and so does local journalism. 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. 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 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 . 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). Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] "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. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. 9 Laurie Street Laurieton NSW 2443. endstream Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. We care about the protection of your data. Port Macquarie court list - Federal Circuit Court of Australia Find information on our council, and their contact details. <> We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Customer Service. PO Box 84, Port Macquarie NSW 2444. <>stream Ask a question, lodge a service request, report a local issue or provide feedback through an online form. % all the different ways you can get in touch with us. /Root 9 0 R Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. Part 1: What is unreasonable conduct by a complainant? Opinion. Sign up for our newsletter to stay up to date. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> 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. What would you like to report? - Port Macquarie-Hastings Council <>stream I corrected it and advised of what I had actually said. Contact us - Port Macquarie-Hastings Council Ph: 6581 8111, 17 Burrawan Street endstream If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 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. I don't know who lodged them (the complaints) or what is going on. PO Box 84, Port Macquarie NSW 2444. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au ?.ArOqKc+]'5qTe)?x Compare Port Macquarie with: Do you live in Port Macquarie? Court and Crime | Port Macquarie News | Port Macquarie, NSW "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.". 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. MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. 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. 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. xc`````z f2 A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. 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. A step-by-step guide to making a complaint. 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. Sign up for our newsletter to stay up to date. "I'm horrified and our community should be too. PDF Revised Customer Complaints Policy 10 0 obj Ph: 6581 8111, 17 Burrawan Street "After that, I got a five page rambling document that was a record of the matter. 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 :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 IT was a $64,000 question that amounted to nothing. /Size 36 /Prev 53154 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: Port Macquarie NSW 2444. Crime in Port Macquarie. Safety in Port Macquarie - Numbeo Home - Port Macquarie Hastings Council - Logo. The Port News has been at the heart of its community for more than 135 years. Photo: File IT was a $64,000 question that amounted to nothing. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). "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 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. E: council@pmhc.nsw.gov.au The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 "What has escalated this? Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. 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.". endobj In some cases we need more information and request you contact us directly in these instances. Nobody has come back and told me the result of that. 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. Please enable JavaScript in your browser's settings and refresh the page. Port Macquarie NSW 2444. the best way to lodge a complaint or a request for service (which is via our website). 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. "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. Ph: 6581 8111, 17 Burrawan Street Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. Port Macquarie: Council creates new role to weed out old ways PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. 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. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Confidentiality is important, but seriously I'm not told who lodged the complaint? If you work for NSW public sector. council@pmhc.nsw.gov.au Mail Reach us by posted mail. 8 0 obj E: council@pmhc.nsw.gov.au Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. HW[6Sc1r gndA%|l qX? Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. the best way to lodge a complaint or a request for service (which is via our website). And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". Depending on the complaint, the . Port Macquarie NSW 2444. HWK719VUzf!>!vJ-f{,C?V=U&eq;%'^NTFM23wFd:'YauL'wo7)q&MYwUmDmI'U.~>{rS5!ll&8/>#u1HVQ;eV%"4+k,ZmIa7yc/1;ccsA~W7"$stdbsg{q"(1N9*!? 11 0 obj We can help you make a complaint. /Info 6 0 R <>stream "I consider that money has been taken away from important assets to our community. 14 0 obj Some content on this page may not display correctly. You can report most issues online. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. 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. 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. David Crosbie. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". Your digital subscription includes access to content from all our websites in your region. Contact us for any help on browser support. >> Port Macquarie court list. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> We support people with disability, Aboriginal peoples and have information in easy English and other languages. We review the information you give us and decide what action to take. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. What happens after you make a complaint. . 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. Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. We're here to help! stream Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. ABN: 11 236 901 601 "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. In 2018 there were two and in 2019, 14 complaints were lodged. Bellingen Shire Council had a clean slate. $1000 a week is spent on this rubbish.". Port Macquarie-Hastings councillors call for transparency after Read our Privacy Policy. What's your customer experience? | Port Macquarie-Hastings Council Have 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.

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