14 0 obj Some content on this page may not display correctly. In 2018 there were two and in 2019, 14 complaints were lodged. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> You can report most issues online. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. A further report will be tabled at a future meeting of Council, detailing the submissions received from the public during the exhibition period. Port Macquarie NSW 2444. endobj Find out what to do and what information you'll need to provide. "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. If you work for NSW public sector. This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. 11 0 obj Port Macquarie and Surrounds Community Notice Board. - Facebook <>stream Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. In some cases we need more information and request you contact us directly in these instances. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. 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. Ruby Pascoe. endobj We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. /Info 6 0 R You have a right to complain about the services you get. Sign up for our newsletter to stay up to date. 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. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. Some content on this page may not display correctly. He also asked if council will inform him of the results of any complaints made against him. Sign up for our newsletter to stay up to date. 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. 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: Council creates new role to weed out old ways "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 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. 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 Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. 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 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. 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. What are the key differences between the old and new draft policies? MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. One of them was justified to the extent it has been referred to someone else, one was knocked out at the beginning and 12 more have been investigated and found there was nothing to them," Cr Intemann said. 4 talking about this. Your stories matter to us and so does local journalism. Bellingen Shire Council was listed among councils across the state for expenditure on investigating complaints. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. Part 2: Staff strategies for responding to unreasonable conduct, Part 3: Communication and unreasonable conduct, Part 4: Management responsibilities and supporting staff, Part 5: Restricting and controlling access, Effective complaint management systems workshop, Managing unreasonable conduct by a complainant workshop, Public interest disclosures management training, Supporting young people to make complaints and advocate for systems change workshop, Child Death Review Team / Reviewable Deaths, Submissions to Parliamentary Committees and other bodies, Public Interest Disclosures Annual Reports / PID Steering Committee, Annual reports relating to former functions, Monitor operation of the Mandatory Disease Testing Act, Oversee public interest disclosures (whistleblowing), Email or post this page in social media sites, increase the chance of getting a better outcome, let agencies and service providers know there are problems, and help them improve their services, provide you with an explanation for why something has happened. Find information on our council, and their contact details. >> CfZE-n% If you are unhappy with the way you've been treated by a NSW Government agency or community service provider, you can make a complaint. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' 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.". Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". 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. Shadow Minister for Local Government, Greg Warren, said a major overhaul of the Model Code of Conduct was need to ensure the system was efficient, effective and not used for political point scoring purposes at the expense of councils and their communities. Port Macquarie NSW 2444. $1000 a week is spent on this rubbish.". Add data for Port Macquarie. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. 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. 8 0 obj We're here to help! 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. We support people with disability, Aboriginal peoples and have information in easy English and other languages. If we can't handle your complaint, we'll tell you who can help. The Port News has been at the heart of its community for more than 135 years. Customer requests are the main reason that customers contact us. You can report most issues online. 9 0 obj endstream 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. endobj To make sure you're up to date with all the news, SIGN UP HERE. ABN: 11 236 901 601 Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". 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. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> 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. "He wouldn't tell me what the complaints were or who made them. Be very wary of politicians sounding the youth crime alarm. 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. Court and Crime | Port Macquarie News | Port Macquarie, NSW Photo: File IT was a $64,000 question that amounted to nothing. We are publicly exhibiting the Customer Experience Policy, Customer Complaint Policy and Draft Unreasonable Customer Conduct Policy so that any member of the public can provide feedback on any or all of the policies between Friday, 23 October 2020 to Friday, 20 November 2020. Copyright Federal Circuit and Family Court of Australia 2022, Divorce, separation, children, finances and property and other family law matters, The Court can review some decisions made under the Migration Act 1958, Fair work, bankruptcy, admiralty, consumer law, administrative law, human rights, intellectual property, and other matters. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. That was three months ago and I have heard nothing since. These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au Ask a question, lodge a service request, report a local issue or provide feedback through an online form. Port Macquarie NSW 2444. "After that, I got a five page rambling document that was a record of the matter. We review the information you give us and decide what action to take. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. "What I think is shocking and disgraceful is the process. 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. 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). Depending on the complaint, the . Your digital subscription includes access to content from all our websites in your region. 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. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. Any further enquiries, please contact Councils Group Manager Customer Experience and Communications, Jane Ree on telephone (02) 6581 8111 or email to council@pmhc.nsw.gov.au. the best way to lodge a complaint or a request for service (which is via our website). endobj We are working hard to be better at: A key step in this is updating the policies that govern how we deliver service to our customers and how we respond to complaints. /Size 36 /Prev 53154 Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. If your issue is an EMERGENCY, call us directly on (02) 6581 8111 for issues such as: burst water mains sewerage leak tree fallen over the road hazardous pollution issues (e.g. HWK719VUzf!>!vJ-f{,C?V=U&eq;%'^NTFM23wFd:'YauL'wo7)q&MYwUmDmI'U.~>{rS5!ll&8/>#u1HVQ;eV%"4+k,ZmIa7yc/1;ccsA~W7"$stdbsg{q"(1N9*!? asbestos, chemicals in water) 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. Public Interest disclosures also covers local government, Parliament, and also some private sector operators. endstream the best way to lodge a complaint or a request for service (which is via our website). Please enable JavaScript in your browser's settings and refresh the page. 49 High Street Wauchope NSW 2446. 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. endobj David Crosbie. Read our Privacy Policy. We pay our respects to the people, the cultures and the elders, past, present and emerging. "What has escalated this? And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. HW[6Sc1r gndA%|l qX? See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. . 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. Ph: 6581 8111, 17 Burrawan Street xc`````z f2 Figures released by the Office of Local Government (OLG) revealed that no complaints had been lodged against Bellingen Council but $64,019 had been spent dealing with Code of Conduct investigations. 7 0 obj "I consider that money has been taken away from important assets to our community. Sign up for our newsletter to stay up to date. Advertisement Ad Local News Contact us for any help on browser support. Crime in Port Macquarie. Safety in Port Macquarie - Numbeo What would you like to report? - Port Macquarie-Hastings Council "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. PO Box 84, Port Macquarie NSW 2444. Our Minister for Local Government should have a look at the complaints, not just in our council and what is going on, but in other councils as well.". :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$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 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. 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. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. Ph: 6581 8111, 17 Burrawan Street Complaints investigations come at a cost to ratepayers 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. Bellingen Shire Council had a clean slate. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] 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 look objectively at the process they (ratepayers) would be shocked at what went on. Find us at one of our customer service centres. I corrected it and advised of what I had actually said. endobj In some cases we need more information and request you contact us directly in these instances. 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). PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. Read our Privacy Policy. "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. endobj Making a complaint - NSW Ombudsman 12 0 obj And you have a right to complain to the Ombudsman if that doesn't happen. 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. "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. Part 1: What is unreasonable conduct by a complainant? Here areall the different ways you can get in touch with us. IT was a $64,000 question that amounted to nothing. "I'm horrified and our community should be too. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN Home - Port Macquarie Hastings Council - Logo. Group Manager Customer Experience and Communications, Draft Unreasonable Customer Conduct Policy, Draft Customer Experience Policy (235 KB) (pdf), Draft Customer Complaints Policy (236 KB) (pdf), Draft Unreasonable Customer Conduct Council Policy (129 KB) (pdf), Delivering a customer experience that aligns with customer expectation, Using technology to unlock smarter, more efficient ways of how we deliver services, Building the communitys trust and confidence in us. Enter your search term and click on Apply to see results, Coronavirus (COVID-19) and the Courts: Find out how our services are being delivered and how you can access them. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Policy Review - Port Macquarie-Hastings Council Have Your Say <>stream Ph: 6581 8111, 17 Burrawan Street A statement issued by Bellingen Shire Council confirmed this had been an administrative error. 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: Opinion. We care about the protection of your data. Complaints can: increase the chance of getting a better outcome help others in similar situations ,QZ0f`[mlKV 3P`Pff` A We can help you make a complaint. E: council@pmhc.nsw.gov.au We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. %PDF-1.7 Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. <> 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 Two arrested during investigation into Gordon Street hit-and-run crash. 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 Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. What are the key differences between the old and new draft policies? Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. Calls received outside of business hours are diverted to our after hours call centre. Confidentiality is important, but seriously I'm not told who lodged the complaint? 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. 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. 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. Compare Port Macquarie with: Do you live in Port Macquarie? Police appeal for . Phone: 1300 352 000 (National Enquiry Centre) Hearings can be observed by any member of the public. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. 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. Email Send us an email and we'll get back to you as soon as possible. Read our Privacy Policy. ?.ArOqKc+]'5qTe)?x 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 . council@pmhc.nsw.gov.au Mail Reach us by posted mail. What's your customer experience? | Port Macquarie-Hastings Council Have 13 0 obj 10 0 obj x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K PDF Revised Customer Complaints Policy 9 Laurie Street Laurieton NSW 2443. Please enable JavaScript in your browser's settings and refresh the page. Customer Service. 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). 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. 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. 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. /Root 9 0 R
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