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. In 2018 there were two and in 2019, 14 complaints were lodged. 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. <>/PageUIDList<0 211>>/PageWidthList<0 595.276>>>>>>/Resources<>/Font<>/ProcSet[/PDF/Text]/Properties<>>>/Rotate 0/TrimBox[0 0 595.276 841.89]/Type/Page>> I don't know who lodged them (the complaints) or what is going on. endobj [__yp.>c:VNgq38|jg{:^/daG37?KqN\'OwWyO We can help with rate payments, reporting waste and graffiti, permits and notifications, Council papers, and many other council services. Please enable JavaScript in your browser's settings and refresh the page. Learn more. 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 the Department of Local Government tells us we can't reveal de-identified information, then we should throw our hands in the air.". 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*!? Coffs Harbour City Council had five complaints and spent $9669 investigating; only one of the complaints was found to breach the Code of Conduct. 7 0 obj 11 0 obj endobj Nobody has come back and told me the result of that. <>stream 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. Complaints can: increase the chance of getting a better outcome help others in similar situations Home - Port Macquarie Hastings Council - Logo. 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. the best way to lodge a complaint or a request for service (which is via our website). Not to be confused with customer requests, complaints tell us about customer dissatisfaction with either. Port Macquarie-Hastings Council had four complaints and spent investigating $2650; after investigation, none of the complaints were found to have been a breach. Group Manager Customer Experience, Communications & Corporate Affairs, Draft Customer Complaints Policy (259 KB) (pdf), Customer Complaints Policy (Adopted December 2019) (66.5 KB) (pdf), Complaints handling flowchart (53.7 KB) (pdf), Policy Review - Draft Customer Complaints Policy, how we manage customer complaints and customer requests, the role of our Internal Ombudsman and the availability of internal review if you are not satisfied with the outcome of your complaint and to. 10 0 obj We are publicly exhibiting the Customer Experience Policy, Customer Complaint Policy and Draft Unreasonable Customer Conduct Policy so that any member of the public can provide feedback on any or all of the policies between Friday, 23 October 2020 to Friday, 20 November 2020. . 8^:9may \$V@/]M#Tde)A< XzJ)]MbKe 9d}fLnxXO5uE50,D3CRnoe,3w7ssKtC]lN We care about the protection of your data. Send us an email and we'll get back to you as soon as possible.council@pmhc.nsw.gov.au, Reach us by posted mail.PO Box 84, Port Macquarie NSW 2444. stream Find us at one of our customer service centres. breaking and regular headlines newsletters, 'Exceptional year': flying fox numbers skyrocket at Port Macquarie camp, Enfield tops the local charge, but not by enough to take out Junior Surf Pro, Surf, skate and music attracts thousands to fundraising festival, Tale of two halves, Pirates brilliant in the first, ordinary in the second, Pop culture characters take centre stage at Cosplay event, 'Clover's Law': Timbertown doubles down on no dog policy after pet's death, Terms and Conditions - Digital Subscription, Terms and Conditions - Newspaper Subscription. Ask a question, lodge a service request, report a local issue or provide feedback through an online form. ax3r:=I1T!-ZkJT.gY3t]heS$R6?tXa]_;;_;?4X`j?4X?+\/H_ky|UYlY~vPt>_Z 3A%{{R0 "It's councils and their communities who are counting the cost of an ineffective and inefficient Model Code of Conduct.". 17 Burrawan Street Port Macquarie NSW 2444. Some content on this page may not display correctly. <>stream Public Interest disclosures also covers local government, Parliament, and also some private sector operators. 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. Contact us for any help on browser support. 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. "I'm horrified and our community should be too. 14 0 obj You have a right to complain about the services you get. "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. And you have a right to complain to the Ombudsman if that doesn't happen. 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. Compare Port Macquarie with: Do you live in Port Macquarie? We review the information you give us and decide what action to take. What are the key differences between the old and new draft policies? Hearings can be observed by any member of the public. A step-by-step guide to making a complaint. Ph: 6581 8111, 17 Burrawan Street 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). 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 Nambucca Valley Council had one Code of Conduct complaint and spent $120 investigating, however, the complaint was found to not be in breach of the Code. Details of all registered JP's in our region can be accessed via the NSW Communities & Justice website. Street Address: Port Macquarie Local Court, 22-26 Murray Street, Port Macquarie. What are the key differences between the old and new draft policies? We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. Complaints can: You have a right to good services and fair treatment. Ph: 6581 8111, 17 Burrawan Street Depending on the complaint, the . If you are unhappy with the way you've been treated by a NSW Government agency or community service provider, you can make a complaint. "If you look objectively at the process they (ratepayers) would be shocked at what went on," Cr Levido said. :5m x <2>(|m!,..NO1yr?FI ShV0CR6!pgKS@:nki`J_\ec"qJ|qMQpq]@0AnxA0WF \=9}H!c|U'heuNV=02XB,S%1 oz Y$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 )N}R%$LtE^z4;{zUn(qmkR\1ZAEDy4.*5 We care about the protection of your data. This is how you can continue to access our trusted content: Make sure you are signed up for our breaking and regular headlines newsletters. 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. "If we don't know, or can't analyse the inside of these complaints, we will never understand whether what is said is true.". Lismore Council recorded the most complaints with 52 recorded costing $82,614 in investigation costs, resulting in two breaches of the Code. 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. 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. Police appeal for . Ask a question, lodge a service request, report a local issue or provide feedback through an online form. 9 Laurie Street Laurieton NSW 2443. ,QZ0f`[mlKV 3P`Pff` A We extend our respect to all Aboriginal and Torres Strait Islander people who choose to call Port Macquarie Hastings home. endobj Photo: File IT was a $64,000 question that amounted to nothing. 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. Our journalists work hard to provide local, up-to-date news to the community. 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. She asked Mr Swift McNair if he believed that as a result of the investigations into these complaints "things have got better". <>stream E: council@pmhc.nsw.gov.au "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. Index; Crime Index: 36.13: Safety Index: 63.87: Crime rates in Port Macquarie, Australia. 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. We can help people who have been unfairly treated by community services that are run or funded by the government. 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. If your issue is an EMERGENCY,call us directly on (02) 6581 8111for issues such as: E: council@pmhc.nsw.gov.au Port Macquarie NSW 2444. If we can't handle your complaint, we'll tell you who can help. PO Box 84, Port Macquarie NSW 2444. Some content on this page may not display correctly. Please enable JavaScript in your browser's settings and refresh the page. That was three months ago and I have heard nothing since. 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. And it has raised the ire of some councillors who question the validity of the process and the intent of the complainants. If you have a story to share, email tracey.fairhurst@austcommunitymedia.com.au. 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. Confidentiality is important, but seriously I'm not told who lodged the complaint? << /Linearized 1 /L 53399 /H [ 736 147 ] /O 11 /E 50188 /N 1 /T 53153 >> % Make a call, email us, find the right form or visit the right webpage by clicking the buttons below. $1000 a week is spent on this rubbish.". xc`````z f2 In 2016 and 2017, there were no code of conduct complaints for Port Macquarie-Hastings Council. E: council@pmhc.nsw.gov.au This is subject to a Judge or Registrar's usual discretion to determine that in particular cases, only certain people should be present . Two arrested during investigation into Gordon Street hit-and-run crash. Reach our customer service team during business hours, Monday to Friday on (02) 6581 8111. Sign up for our newsletter to stay up to date. We support people with disability, Aboriginal peoples and have information in easy English and other languages. 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 .
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