You can report most issues online. Please enable JavaScript in your browser's settings and refresh the page. Port Macquarie: Council creates new role to weed out old ways >> Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. ,QZ0f`[mlKV 3P`Pff` A Contact us for any help on browser support. endobj IN the last two years, code of conduct complaints against council and councillors have cost Port Macquarie-Hastings ratepayers more than $51,000 in investigation expenses. Complaints can: increase the chance of getting a better outcome help others in similar situations There are many benefits of making a complaint and telling someone about your problem. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 Port Macquarie-Hastings councillors call for transparency after endobj A statement issued by Bellingen Shire Council confirmed this had been an administrative error. 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). Be very wary of politicians sounding the youth crime alarm. 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. The cost in dealing with the complaints rose by 66 per cent in the same period from $958,463 to $1,593,416. He also asked if council will inform him of the results of any complaints made against him. According to the data, Kempsey Shire Council had five Code of Conduct complaints and spent $1107 investigating, but none of the complaints were found to breach the Code. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. What happens after you make a complaint. <>stream 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. 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. PDF Revised Customer Complaints Policy Learn more. Ph: 6581 8111, 17 Burrawan Street 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. 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. Please share your thoughts with us on the draft Policies: Your feedback should be received no later than Friday 20 November 2020. Nambucca Valley Council had one Code of Conduct complaint and spent $120 investigating, however, the complaint was found to not be in breach of the Code. Ph: 6581 8111, 17 Burrawan Street A Byabarra farmer has taken his complaints against Port Macquarie-Hastings Council's handling of its unsealed road network to the Independent Commission Against Corruption (ICAC). Complaints can: You have a right to good services and fair treatment. "If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". We are publicly exhibiting the Customer Experience Policy, Customer Complaint Policy and Draft Unreasonable Customer Conduct Policy so that any member of the public can provide feedback on any or all of the policies between Friday, 23 October 2020 to Friday, 20 November 2020. the best way to lodge a complaint or a request for service (which is via our website). Send an email to council@pmhc.nsw.gov.au ; or Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. 10 0 obj ABN: 11 236 901 601 If a member of the public wishes to observe, or listen in to, an electronic hearing, please contact the Chambers of the presiding Judge or Registrar via email by 8.30am on the morning of the hearing. Email Send us an email and we'll get back to you as soon as possible. endobj Some content on this page may not display correctly. Port Macquarie NSW 2444. stream :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$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 Compare Port Macquarie with: Do you live in Port Macquarie? In some cases we need more information and request you contact us directly in these instances. PO Box 84, Port Macquarie NSW 2444. 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. Here areall the different ways you can get in touch with us. << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. We support people with disability, Aboriginal peoples and have information in easy English and other languages. What are the key differences between the old and new draft policies? <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> Policies Port Macquarie Hastings Council 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 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 . 9 0 obj Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 14 0 obj <>stream 13 0 obj Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. Our journalists work hard to provide local, up-to-date news to the community. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au 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. There are many benefits of making a complaint and telling someone about your problem. ?.ArOqKc+]'5qTe)?x 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 MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. "What I think is shocking and disgraceful is the process. 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 are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. The Port News has been at the heart of its community for more than 135 years. Police appeal for . If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. endobj Your digital subscription includes access to content from all our websites in your region. 49 High Street Wauchope NSW 2446. x1`vibTp&08#XI#7L%NOX=~|6{\q}M/_IL)fqqX K HW[6Sc1r gndA%|l qX? That was three months ago and I have heard nothing since. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Read our Privacy Policy. 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. We care about the protection of your data. David Crosbie. What's your customer experience? | Port Macquarie-Hastings Council Have Recently we undertook a significant review of how we deliver service to our customers. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO Figures released by the Office of Local Government (OLG) revealed that no complaints had been lodged against Bellingen Council but $64,019 had been spent dealing with Code of Conduct investigations. x[hgvmP,i " rX6,+&w\:"wS_6z9b@hyO]K7=EHzshy4]Xii]LBXL#wb-uWr[g#tx,kj,-a]L:j:2eVdO4M QBdL/Ws5l/q68>T"B#WVA -\f1q@#N9K?r9`U@GI,q$X0cD%#=Y#A' council@pmhc.nsw.gov.au Mail Reach us by posted mail. 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: "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. 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. "After that, I got a five page rambling document that was a record of the matter. You can report most issues online. Contact us - Port Macquarie-Hastings Council Mayor Peta Pinson also requested the general manager provide the code of conduct complaint statistics since 2016 to the Minister for Local Government. asbestos, chemicals in water) You have a right to complain about the services you get. 4 talking about this. We live in an environment where anonymous people can make complaints - what can you do about it. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Find information on our council, and their contact details. "I'm horrified and our community should be too. % We're here to help! 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. Court and Crime | Port Macquarie News | Port Macquarie, NSW This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. Find out what to do and what information you'll need to provide. endstream Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. Port Macquarie NSW 2444. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] endstream Customer requests are the main reason that customers contact us. Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 "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. asbestos, chemicals in water). "These 14 complaints have cost us (council) $51,000. 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. I don't know who lodged them (the complaints) or what is going on. Confidentiality is important, but seriously I'm not told who lodged the complaint? %PDF-1.7 "I consider that money has been taken away from important assets to our community. Georges River Council spent more than $201,000 investigating 17 complaints of which only three breached the Code. Sign up for our newsletter to stay up to date. If the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> See our latest news, follow us on Facebook, Instagram, Twitter, YouTube or subscribe to one of our newsletters. 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-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. If we can't handle your complaint, we'll tell you who can help. If you work for NSW public sector. $1000 a week is spent on this rubbish.". "If we can't have a de-identified analysis of those complaints we will never understand if those complaints are simply vexatious. all the different ways you can get in touch with us. Find us at one of our customer service centres. Ph: 6581 8111, 17 Burrawan Street 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. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.".