20 May 2015 Complaint Responses

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20 May 2015 Complaint Responses

Giving priority to the most urgent community complaints and requests is the aim of a draft Compliance Response Framework that is currently out for public consultation.


The document identifies the most common complaints received from the community and outlines suggested response times that vary from within four hours to seven days.


“Council receives a huge number of customer requests and complaints which cover an equally diverse range of issues,” said Robert Percival, Council’s Section Leader Compliance and Regulatory Enforcement.


“However, with limited resources we have to make sure that we’re responding quickly to the most urgent – such as dog attacks, illegal clearing of important habitat or burning of prohibited materials – and also those that provide the most benefit to the wider community.


“By establishing a framework of response times, we’re hoping to give people a clearer idea of the issues that demand swift action and those that can wait a little longer,” added Mr Percival.


The draft Compliance Response Framework also takes into account the numbers of customer requests that relate to issues outside Council’s control and the alternative measures available  - such as neighbour discussions, private legal action, mediation via a Community Justice Centre, or Police involvement.


“We would continue to help direct people to those other forms of help, but our priority would be those that provide the most overall benefit to public safety and wellbeing.”


The draft Compliance Response Framework is on exhibition until June 17.  The documents can be viewed at Coffs Harbour City Council Administration Building, 2 Castle Street, Coffs Harbour, during normal business hours and at local libraries during normal opening times.


Alternatively, the documents can be viewed on Council’s website – www.coffsharbour.nsw.gov.au/onexhibition - which also provides details of how to make a postal or online submission.