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*!? endobj Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. What happens after you make a complaint. Kempsey Shire Council, Nambucca Valley Council, Coffs Harbour City Council, MidCoast Council and Port Macquarie-Hastings Council all had at least one complaint. We live in an environment where anonymous people can make complaints - what can you do about it. "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. There were 14 complaints in 2018 costing Port Macquarie-Hastings Council $51,000 in investigation fees. 17 Burrawan Street Port Macquarie NSW 2444. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". Recently we undertook a significant review of how we deliver service to our customers. Complaints can: You have a right to good services and fair treatment. If you work for NSW public sector. Figures released by the OLG show the number of Code of Conduct complaints rose by 63 per cent from 241 in 2017/18 to 395 in 2019/20. You can report most issues online. Customer requests are the main reason that customers contact us. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] Hd5(8p6asnh3;6rc^UgX IbYY"b hm$#%&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 "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. 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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: 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. See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. In some cases we need more information and request you contact us directly in these instances. Advertisement Ad Local News 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). We can help you make a complaint. Find us at one of our customer service centres. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> We review the information you give us and decide what action to take. Part 1: What is unreasonable conduct by a complainant? Your digital subscription includes access to content from all our websites in your region. 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. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Your stories matter to us and so does local journalism. 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. 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN 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. Your feedback should be received no later than Friday 20 November 2020. 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' "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. I corrected it and advised of what I had actually said. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. 10 0 obj /Root 9 0 R :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 Sign up for our newsletter to stay up to date. "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. Your digital subscription includes access to content from all our websites in your region. Home - Port Macquarie Hastings Council - Logo. "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 Contact us for any help on browser support. What are the key differences between the old and new draft policies? endobj These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). I don't know who lodged them (the complaints) or what is going on. <>stream 9 0 obj That was three months ago and I have heard nothing since. This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . %PDF-1.7 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. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. Our journalists work hard to provide local, up-to-date news to the community. 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. 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. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". 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. "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". Ruby Pascoe. Please enable JavaScript in your browser's settings and refresh the page. Ph: 6581 8111, 17 Burrawan Street Read our Privacy Policy. 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 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. 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. . 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. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Feel free to post community notifications, community events and advertise your business offerings, t Port Macquarie and Surrounds Community Notice Board. 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. A step-by-step guide to making a complaint. 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. Port Macquarie court list. In 2018 there were two and in 2019, 14 complaints were lodged. <> Read our Privacy Policy. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. the best way to lodge a complaint or a request for service (which is via our website). Add data for Port Macquarie. 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. asbestos, chemicals in water) 49 High Street Wauchope NSW 2446. Some content on this page may not display correctly. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. Sign up for our newsletter to stay up to date. There are many benefits of making a complaint and telling someone about your problem. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. Read our Privacy Policy. Port Macquarie NSW 2444. Contact us for any help on browser support. 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. stream Photo: File IT was a $64,000 question that amounted to nothing. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. We pay our respects to the people, the cultures and the elders, past, present and emerging. 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. Learn more. "I consider that money has been taken away from important assets to our community. 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 Find information on our council, and their contact details. What are the key differences between the old and new draft policies? Hearings can be observed by any member of the public. 13 0 obj PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. E: council@pmhc.nsw.gov.au "I'm horrified and our community should be too. Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. In some cases we need more information and request you contact us directly in these instances. % Port Macquarie NSW 2444. 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. Confidentiality is important, but seriously I'm not told who lodged the complaint? To make sure you're up to date with all the news, SIGN UP HERE. Ph: 6581 8111, 17 Burrawan Street Search their online public register. We care about the protection of your data. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. $1000 a week is spent on this rubbish.". "When one council is spending in excess of $200,000 in one year to simply deal with code of conduct complaints, serious questions must be asked," Mr Warren said. The Port News has been at the heart of its community for more than 135 years. Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. Some content on this page may not display correctly. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. 8 0 obj asbestos, chemicals in water). 9 Laurie Street Laurieton NSW 2443. <>>> Two arrested during investigation into Gordon Street hit-and-run crash. "What I think is shocking and disgraceful is the process. xc`````z f2 We acknowledge the Birpai people, the traditional owners of the land in which we work and live, and pay our respects to Elders past, present and emerging. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. endobj endstream Your digital subscription includes access to content from all our websites in your region. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. Complaints can: increase the chance of getting a better outcome help others in similar situations 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. 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. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Nobody has come back and told me the result of that. ABN: 11 236 901 601 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. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. 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.
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