HW[6Sc1r gndA%|l qX? Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. 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. the best way to lodge a complaint or a request for service (which is via our website). 11 0 obj 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. Port Macquarie court list - Federal Circuit Court of Australia 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. Police appeal for . Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. 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. Here areall the different ways you can get in touch with us. 49 High Street Wauchope NSW 2446. 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.". 14 0 obj Your digital subscription includes access to content from all our websites in your region. We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Policy Review - Port Macquarie-Hastings Council Have Your Say 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. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. In some cases we need more information and request you contact us directly in these instances. Advertisement Ad Local News And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. In some cases we need more information and request you contact us directly in these instances. Learn more. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 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. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. 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). Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au 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. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 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. These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). Compare Port Macquarie with: Do you live in Port Macquarie? << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] We care about the protection of your data. Recently we undertook a significant review of how we deliver service to our customers. We can help people who have been unfairly treated by community services that are run or funded by the government. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Complaints investigations come at a cost to ratepayers Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. Contact us for any help on browser support. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". "He wouldn't tell me what the complaints were or who made them. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. To make sure you're up to date with all the news, SIGN UP HERE. Crime in Port Macquarie. Safety in Port Macquarie - Numbeo There are many benefits of making a complaint and telling someone about your problem. 8 0 obj What are the key differences between the old and new draft policies? Read our Privacy Policy. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> 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. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. PDF Complaints handling flowchart "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. Find out what to do and what information you'll need to provide. 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 with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. endobj Port Macquarie NSW 2444. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. 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. 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. 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. 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$X0cD%#=Y#A' I gathered there were five complaints and some were about the fact that I spoke in a 'lecturing manner' as I passed criticism on our state and federal members, and that I spoke disrespectfully to the mayor. Deputy mayor Cr Lisa Intemann said if there is no way to "de-identify" information without breaching the confidentiality clause of the code, then there is also no way of putting in place corrective measures to improve behaviour; or even determine if a person, or a group of people, are simply making spurious claims against a councillor. Two arrested during investigation into Gordon Street hit-and-run crash. Customer requests are the main reason that customers contact us. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&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 Add data for Port Macquarie. He also asked if council will inform him of the results of any complaints made against him. Nobody has come back and told me the result of that. Policies Port Macquarie Hastings Council Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. stream We care about the protection of your data. all the different ways you can get in touch with us. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. . Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Port Macquarie NSW 2444. Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. What happens after you 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. 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. 7 0 obj Port Macquarie: Council creates new role to weed out old ways 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. Find us at one of our customer service centres. endobj Some content on this page may not display correctly. And you have a right to complain to the Ombudsman if that doesn't happen. Court and Crime | Port Macquarie News | Port Macquarie, NSW $1000 a week is spent on this rubbish.". You have a right to complain about the services you get. 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. asbestos, chemicals in water) 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. 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. Be very wary of politicians sounding the youth crime alarm. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. 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. Read our Privacy Policy. 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 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. I corrected it and advised of what I had actually said. endobj Complaints can: You have a right to good services and fair treatment. council@pmhc.nsw.gov.au Mail Reach us by posted mail. This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. Our journalists work hard to provide local, up-to-date news to the community. Ruby Pascoe. "What has escalated this? Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. endobj Find out what complaints we can help with. Please enable JavaScript in your browser's settings and refresh the page. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Port Macquarie and Surrounds Community Notice Board. - Facebook "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.". Ph: 6581 8111, 17 Burrawan Street David Crosbie. Ph: 6581 8111, 17 Burrawan Street ?.ArOqKc+]'5qTe)?x 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. We support people with disability, Aboriginal peoples and have information in easy English and other languages. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. "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. 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. That was three months ago and I have heard nothing since. 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. ABN: 11 236 901 601 Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 12 0 obj We pay our respects to the people, the cultures and the elders, past, present and emerging. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. /Info 6 0 R /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] 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. 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. There are many benefits of making a complaint and telling someone about your problem. Your digital subscription includes access to content from all our websites in your region. ,QZ0f`[mlKV 3P`Pff` A Making a complaint - NSW Ombudsman Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Bellingen Shire Council had a clean slate. 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. Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. Complaints can: increase the chance of getting a better outcome help others in similar situations Your digital subscription includes access to content from all our websites in your region. IN the last two years, code of conduct complaints against council and councillors have cost Port Macquarie-Hastings ratepayers more than $51,000 in investigation expenses. Customer Service. "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". "There is no doubt that some people use code of conducts as a way to score cheap political points at a significant cost to the council and their community. HWK719VUzf!>!vJ-f{,C?V=U&eq;%'^NTFM23wFd:'YauL'wo7)q&MYwUmDmI'U.~>{rS5!ll&8/>#u1HVQ;eV%"4+k,ZmIa7yc/1;ccsA~W7"$stdbsg{q"(1N9*!? 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 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. xc`````z f2 9 0 obj You can report most issues online. 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. endobj <>stream 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. IT was a $64,000 question that amounted to nothing. 9 Laurie Street Laurieton NSW 2443. /Root 9 0 R The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. If you work for NSW public sector. Sign up for our newsletter to stay up to date. We're here to help! endstream Search their online public register. Sign up for our newsletter to stay up to date. In 2018 there were two and in 2019, 14 complaints were lodged.

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