HVO 2009 Annual Environmental Management Report - Final
HVO 2009 Annual Environmental Management Report - Final
HVO 2009 Annual Environmental Management Report - Final
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Coal & Allied – Hunter Valley Operations<br />
4 COMMUNITY RELATIONS<br />
4.1 ENVIRONMENTAL COMPLAINTS<br />
4.1.1 Listing of Complaints for the <strong>Report</strong>ing Period<br />
During <strong>2009</strong> a total of 24 complaints where received by <strong>HVO</strong>. This represents an increase of 11 community<br />
concerns from 2008. There were no complaints received during January, February, September, October or<br />
December. A full register of complaints is detailed in Appendix 2.<br />
The main environmental issues affecting the public during <strong>2009</strong> were blasting with ten complaints and noise<br />
with nine complaints, shown in Figure 79, which also compares <strong>2009</strong> complaints with those in the last five<br />
years.<br />
Issues of Community Concern<br />
6<br />
29<br />
30<br />
No. Complaints / month (<strong>2009</strong>)<br />
5<br />
4<br />
3<br />
2<br />
1<br />
24<br />
14<br />
13<br />
10<br />
6<br />
25<br />
20<br />
15<br />
10<br />
5<br />
No. Complaints / year<br />
0<br />
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec<br />
0<br />
Blast Dust Light Noise Other 2004 2005 2006 2007 2008 <strong>2009</strong><br />
Figure 79: Breakdown of <strong>Environmental</strong> Complaints by Issue for <strong>2009</strong><br />
4.1.2 Complaint Resolution<br />
Coal & Allied provides a 24 hour <strong>Environmental</strong> Contact Line (telephone: 1800 656 892) for community<br />
members to comment on concerns relating to its operations. The following procedure is consistently followed<br />
for complaint notifications at all Coal & Allied sites:<br />
<br />
<br />
<br />
When a complaint is made via the Contact Line, a member of the Coal & Allied <strong>Environmental</strong> Services<br />
team is notified by means of a text message sent to the <strong>Environmental</strong> Services pager and mobile phone.<br />
<strong>Environmental</strong> Services then contacts the complainant and the complaint is discussed. All complainants<br />
are offered face to face visits from relevant Coal & Allied personnel;<br />
An <strong>Environmental</strong> Electronic Complaint form is completed on the Coal & Allied reporting database. If the<br />
complaint is received by means other than the Contact Line, an <strong>Environmental</strong> Complaint form is<br />
completed and <strong>Environmental</strong> Services are notified; and<br />
On receipt of a complaint, a member of the <strong>Environmental</strong> Services team will clarify the issue, notify<br />
relevant site personnel and discuss appropriate actions. If the appropriate operations personnel cannot<br />
quickly resolve the issue, the issue is referred to the Manager or General Manager. Any actions taken to<br />
resolve the issue are communicated back to the complainant as soon as possible.<br />
AEMR <strong>2009</strong> 162