12.06.2014 Views

HVO 2009 Annual Environmental Management Report - Final

HVO 2009 Annual Environmental Management Report - Final

HVO 2009 Annual Environmental Management Report - Final

SHOW MORE
SHOW LESS

Create successful ePaper yourself

Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.

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

Hooray! Your file is uploaded and ready to be published.

Saved successfully!

Ooh no, something went wrong!