Section 1 - Pittwater Council

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Section 1 - OverviewWhere your Council Dollar Goes Each YearSupporting & Connecting our Community• 32ha playing fields for active sports groups • management of storage facilities for 782 dinghies,large boats and boat tie-ups • accommodation, services & leisure guides for older people • processingof 200 applications for filming on public land • processing of 260 applications for reserve bookings• over $901,000 pa spent on lifesaving & lifeguard activities • after school care for up to 60 children daily• information brochures on community facilities, community development opportunities and children’sservices • management of 8 community centres • vacation care for up to 90 children in each day• organisation of citizenship ceremonies • 2 early childhood centres • long day care and occasional carefor children• organisation of community service awards • assessment of 70 heritage developmentapplications • community road safety education projects • a range of programs and events to celebrateolder people, youth, aboriginal & torres strait islanders and women •Valuing & Caring for our Natural Environment• maintenance of 42 foreshore parks and 7 ocean rock pools • maintenance and raking of 9 coastalbeaches • support for 250 active volunteer bush regenerators • 2,000 tree inspections annually on private& public property • management of 14km of coastal walkway, 3 wetland boardwalks and 50 bush tracks• organisation of a community water quality monitoring program • management of 8 endangered ecologicalcommunities • fox and rabbit baiting in reserves • management of bushfire and natural hazard risks• management of domestic animals, including 4,500 dogs • management and weeding of over 400 hectaresof bushland reserves • collection of 9,200 tonnes of recyclable material and 10,500 tonnes of domestic waste• collection of 1,100 tonnes of waste from parks & reserves• collection of 2,300 tonnes of vegetation• calculation of greenhouse gas emissions and abatement actions • over 40 environmental walks/talks• annual inspections of 600 septic tanks & aerated waste water treatment systems • production of stateof environment report • maintenance of gross pollutant traps • collection of 2,000 tonnes of generalcleanup waste plus 20 tonnes of metal waste • facilitating community sustainability actions • implementingsustainability actions within Council and Council buildings •Enhancing our Working & Learning• maintenance and upgrade of 4 village centres and 9 neighbourhood centres • management of 80outdoor seating and merchandising permits • financial support for avalon community library • 4,500 visitsto mona vale library per week • council’s website managed and upgraded • provision of storytime for 90pre-schoolers per week • 12 author talks per year • delivery to 72 home library service members • chambersof commerce supported • 30,000 hours of free pc & internet at mona vale library • inspections of 500food retail outlets • management of 70 leases and licences to community and commercial organisations• free access to 8 databases through mona vale library website • school education programs on arange of topics • promotion of 50 school holiday programs • economic development and planning •management of coastal environment centre for over 14,000 users •Leading an Effective and Collaborative Council• preparation of the annual financial budget for council’s $66.3m consolidated expenditure • extensivecommunity consultation for all major planning matters • 4 quarterly reviews of council’s budget • monthlyfinancial updates to council • facilitation of the investment of council’s funds • insurance and risk managementof council’s natural and built assets • processing of 150,000 telephone calls • processing of 16,000 customerrequests for services • information stalls at community market days • distribution of 4 newsletters toall ratepayers • issuing of 1,000 new resident letters • distribution of 10,000 information fact sheets• registering 300,000 documents • processing of 600 access requests to public documents • processingof 30 legal court matters • full call centre coverage, 24 hours per day, 7 days per week • production of themanagement plan & annual report • management and administration of customer service • collectionof rates for 23,708 properties • recruitment, training, ohs & industrial services to council • support tocouncillors and mayor • support to council meetings and committees • provision of regular pittwaternews page in local newspapers • processing of 40 freedom of information applications •Integrating our Built Environment• management of $2b. worth of community land & infrastructure • completion of $5.7m. of major worksto improve community assets • maintenance of 52 carparks • maintenance of 15 large developed parks• management of north narrabeen reserve including pittwater rugby park • management of avalongolf course • management of 27 public wharves and jetties • development and implementation ofenvironmental planning policies • assessment and regulation of 800 development applications• assessment and regulation of 270 development approval modification applications • assessment andregulation of 75 development application reconsiderations • maintenance of 58 playgrounds • $700,000funding for 4,200 streetlights • assessment and issuing of building and construction certificates• processing of 2,000 zoning certificates • provision of pre-development application consultation service• management and maintenance of 250km sealed roads • retrofitting and upgrading environmentalinfrastructure worth $1.2m. • planning and management of infrastructure for warriewood valley urban landrelease worth $75m. • statutory planning controls for properties affected by natural hazards such asflooding, wave action and tidal inundation, coastal hazards, bushfire, geotechnical processes • managementand maintenance of 265kms of drainage infrastructure • monitoring of storm & flood events in narrabeenlagoon • operation of mona vale cemetery • management of sydney lakeside narrabeen • investigationand planning for the ingleside urban land release area • electronic planning and land use information •10
Section 1 - OverviewCustomer Service CharterPurposePittwater Council is committed to serving the community with integrity, efficiency, fairness, impartiality andthe encouragement of mutual respect. In keeping with Council’s values, Pittwater Council is committed toaddressing and resolving customer enquiries and complaints, improving service delivery and increasingsatisfaction. The Customer Service Charter document aims to provide a guideline for staff, councillors andcustomers alike regarding enquiries or complaints received by Pittwater Council and how they should beresolved.ResponsibilitiesCouncil will treat all matters, whether an enquiry or complaint, diligently and aim to provide a fair andreasonable outcome to both the customer and Council. Comments about Council’s service or staff arewelcomed and provide valuable feedback about our quality of service.Council’s operations are wide and varied but this customer service charter applies to all business units.However, some processes for dealing with customer enquiries and complaints may differ.In some cases Council may not be able to action some requests because of the nature of the enquiry orcomplaint, or because of Council’s limited resources. The way in which Council responds to the customerenquiry or complaint will depend on the nature and complexity of the issue. Other avenues for resolution ofthe issue, where appropriate, should also be considered.Council will only deal with Council related matters. Civil issues such as a fencing dispute between neighbourswill not be addressed by Council. Other matters being addressed through the judicial system, for example inthe Land and Environment Court, may not be able to be addressed by Council for legal reasons.External AgenciesAny issues in relation to corruption, serious or substantial waste, or pecuniary interests should be directed tothe General Manager. The General Manager has reporting responsibilities to external agencies such as theDepartment of Local Government (DLG) and the Independent Commission Against Corruption (ICAC).External recourse is always available to all members of the community and information can be provided onthe most appropriate agency if required. External agencies that may be considered include: the Departmentof Local Government; NSW Ombudsman and the Independent Commission Against Corruption.Response TimeframesAll enquiries and complaints shall be acknowledged and finalised within timeframes as established in thecustomer service charter. However, in some cases (e.g. development applications), incoming correspondencesuch as objection letters may not be finalised within the time limits as it forms part of larger deliberations.General guide for enquiries and complaintsSource of enquiry/complaint Deadline for acknowledgment and finalisationMayoral and Councillors Acknowledge in writing within 3 working daysResponse in 15 working daysIncoming correspondence(includes letters, emails, faxes) Response in 15 working daysDirect phone calls with council staff Verbal response for non-complex issues within 3 working daysVoicemail messages Return call by close of business the next working dayPublic safety issues (general) Within “5 hour inspection” rulePublic safety (life threatening) Immediate response – first available officer.InterpretersPittwater Council will provide assistance (where available) to customers wishing to lodge a complaint whomay have difficulty in adequately communicating the information. This may include the use of interpreters.ConfidentialityConfidentiality of complaints, including the identity of the customer, will be maintained in accordance withappropriate legislation and Council policies. Further information can be found in Council’s Public Accessto Information Policy and Privacy Management Plan.Customer RequirementsIn order to provide effective customer service it is necessary that all customers:a) not make complaints which are frivolous, vexatious, not in good faith, or about a trivial matter;b) not make complaints which are aimed at escalating neighbourhood disputes or purposelydisadvantaging a neighbour;c) where appropriate attempt to resolve the matter themselves before approaching Council.d) Consider the appropriateness of• mediation facilities such as the Community Justice Centre for resolving neighbour related matters, or• raising the issue with the appropriate authorities, e.g. Police, Sydney Water, Waterways Authority etc.e) provide adequate and accurate details (dates, time, location, photos, Council staff names, otherrelevant documents and so on) to Council about the matter;f) keep records of correspondence received or sent, other important documents, and details of telephonecalls;g) allow Council adequate time to address the enquiry or complaint depending upon its type;h) leave detailed messages on staff voicemail systems when staff are unavailable and allow staffadequate time to respond to messages;i) not make complaints regarding matters which are old, or where finding a practical solution to thegrievance may be unrealistic (for instance, by requesting the demolition of a block of units).11
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Section 1 - Pittwater Council

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