12 0 obj 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. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. Ph: 6581 8111, 17 Burrawan Street We are committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, operations and complaint handling. the best way to lodge a complaint or a request for service (which is via our website). the best way to lodge a complaint or a request for service (which is via our website). This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . Complaints can: You have a right to good services and fair treatment. Find us at one of our customer service centres. While you're with us, you can now receive updates straight to your inbox from the Port Macquarie News. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 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. Part 1: What is unreasonable conduct by a complainant? % 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*!? 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. endstream Read our Privacy Policy. Customer requests are the main reason that customers contact us. [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO "I'm horrified and our community should be too. Hearings can be observed by any member of the public. In some cases we need more information and request you contact us directly in these instances. What are the key differences between the old and new draft policies? You can report most issues online. 7 0 obj 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. 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. In some cases we need more information and request you contact us directly in these instances. PDF Complaints handling flowchart endobj Recently we undertook a significant review of how we deliver service to our customers. 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. You have a right to complain about the services you get. CfZE-n% Your digital subscription includes access to content from all our websites in your region. "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. endstream We can help people who have been unfairly treated by community services that are run or funded by the government. endstream Port Macquarie: Council creates new role to weed out old ways 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. /ID [<90B104942E7EBB43B39C2C74C74D0277><36332D45332D39352D42312D43412D43>] 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. What are the key differences between the old and new draft policies? What would you like to report? - Port Macquarie-Hastings Council << /Type /XRef /Filter /FlateDecode /Length 109 /W [ 1 2 1 ] /Index [ 7 29 ] 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. Cr Justin Levido, who drew the spotlight on himself at the December council meeting, said the code of conduct procedure is "an absolute disgrace". Some content on this page may not display correctly. 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. 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. Post your response to Customer Experience Feedback, Port Macquarie-Hastings Council. We review the information you give us and decide what action to take. "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. 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. << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au 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. 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. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. 49 High Street Wauchope NSW 2446. ,QZ0f`[mlKV 3P`Pff` A <> 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN If we can't handle your complaint, we'll tell you who can help. 9 Laurie Street Laurieton NSW 2443. Our journalists work hard to provide local, up-to-date news to the community. 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. endobj Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. 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. We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. 17 Burrawan Street Port Macquarie NSW 2444. HW[6Sc1r gndA%|l qX? I corrected it and advised of what I had actually said. We live in an environment where anonymous people can make complaints - what can you do about it. 10 0 obj 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. 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. 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. %PDF-1.7 I don't know who lodged them (the complaints) or what is going on. 14 0 obj 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. "What I think is shocking and disgraceful is the process. . Advertisement Ad Local News Find out what complaints we can help with. ABN: 11 236 901 601 PO Box 84, Port Macquarie NSW 2444 Contact a Councillor Find information on our council, and their contact details. He also asked if council will inform him of the results of any complaints made against him. "After that, I got a five page rambling document that was a record of the matter. 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. A step-by-step guide to making a complaint. Find out what to do and what information you'll need to provide. "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. endobj Access unlimited content, the digital versions of our print editions - Today's Paper, as well as the Newcastle Herald app. Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. Byabarra farmer Steven Gates has lodged a complaint with the Independent Commission Against Corruption against Council over its level of services. Let us know your thoughts on Council's project and activities using our online community engagement hub, Have Your Say. What's your customer experience? | Port Macquarie-Hastings Council Have In 2018 there were two and in 2019, 14 complaints were lodged. zBEO0} F1a^\*Gk d5H*OxdqdZMU4bs$El"d-MVL[. Port Macquarie court list. Nobody has come back and told me the result of that. Port Macquarie NSW 2444. 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. 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. ?.ArOqKc+]'5qTe)?x E: council@pmhc.nsw.gov.au 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. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. 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.". 13 0 obj There are many benefits of making a complaint and telling someone about your problem. Add data for Port Macquarie. In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. endobj Public Interest disclosures also covers local government, Parliament, and also some private sector operators. 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. What happens after you make a complaint. Crime in Port Macquarie. Safety in Port Macquarie - Numbeo 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. Port Macquarie-Hastings Council has announced further workplace reform changes with firebrand CEO Clare Allen appointing new internal ombudsman to the team. <>>> These policies are available to download in the document library to the right (or below if viewing this page on a mobile device). Sign up for our newsletter to stay up to date. There are many benefits of making a complaint and telling someone about your problem. The Port News has been at the heart of its community for more than 135 years. endobj MidCoast Council had two complaints and spent $0 investigating; ultimately, none of the complaints breached the Code. 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. David Crosbie. 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 . PDF Revised Customer Complaints Policy Two arrested during investigation into Gordon Street hit-and-run crash.
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