2021-10-12 Planning & Environment Committee Meeting Agenda

PLANNING & ENVIRONMENT COMMITTEE MEETING AGENDA                                  12 OCTOBER 2021


3.    Key issues from submissions
The key issues raised in the written submissions are summarised by stakeholder group with a
response in Attachment 5. Issues raised in the submissions have resulted in a number of
recommendations, including minor changes to the proposed local law and a number of actions
outside of the local law with regard to complaints management, public information and operator
education.
4.    Summary of changes and other actions
A summary of the recommended changes are outlined below.
4.1   Changes to proposed local law
The following changes are proposed to the proposed subordinate local law in response to a range
of stakeholder issues. Changes are shown as tracked changes in Attachment 2 and summarised
below:
•     remove the exemption from Parkridge;
•     require additional information on the site plan to include adjoining windows and door
      openings, outdoor entertainment areas and vehicle parking;
•     amend the contact person location to be within a 20km radius of the property;
•     include security firms as a contact person option;
•     rename the contact person notice to a standardised approval notice sign including complaints
      number and approval number;
•     include boats, trailers, jet skis and the like as part of vehicle management;
•     include reference to amenity impacts on adjoining dwellings;
•     require confirmation the building is lawfully constructed and classified for its purpose under
      the Building Act 1975;
•     include a 2 year time frame for keeping of registers;
•     clarify waste management where no kerbside collection exists; and
•     make other minor editorial and clarification changes.
4.2   Changes to complaints process
Overwhelmingly, resident and resident / community groups (and some short stay let operators)
requested greater involvement by Council in the complaints management process including
requests for a 24/7 complaints hotline, centralised complaints register and security services.
4.2.1 Centralised 24/7 complaint hotline and register
It is recommended Council establish a centralised 24/7 complaints hotline and register of
complaints to remove any interaction or contact between the complainant and contact person. This
approach will have a number of benefits for all stakeholders including:
•     privacy, anonymity and security for resident / complainant to make a complaint;
•     privacy for the contact person’s details;
•     a clear process for complaints management controlled by Council;
•     an independent and centralised method of complaints recording to be cross checked with
      contact person records;
•     a record of non-compliance where the contact person does not respond or manage a
      complaint.
The complaints hotline will:
•     be operated by an external trained call centre provider;

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