2020-10-12 GC Agenda - Item 9 - Attachment 1 - Aircraft Noise Ombudsman Report - Investigation

                  Information on the ‘Engage Airservices’ platform can be accessed without registering,
                  however if you would like to submit a query or complaint, or put a comment on the
                  interactive map, you will need to register.

                  …

                  Queries

                  If you have queries about the Sunshine Coast Proposed Final Design and
                  Consideration of Feedback, you can submit them via ‘Engage Airservices’.

                  There is also a form to submit complaints related to community engagement.

                  Please note as consultation on this proposed flight path change is closed we are no
                  longer accepting feedback on the proposed final design.

7.30 While the ‘Engage Airservices’ platform allowed ten days for people to submit
     queries and complaints through this portal, Airservices had closed the
     consultation period and was not receiving feedback on the final design.

7.31 Airservices advised on its website that:

                  During the 10 day query period, we received a total of 2,400 visits to our Engage
                  Airservices engagement platform. We also had 119 queries and complaints submitted
                  and our documents were downloaded 1,670 times.

7.32 The ANO received complaints from some community members expressing
     frustration that so little could be varied. Such concerns can be summarised as
     follows:

               What was the point of consulting when basically nothing has changed and
                all suggested alternatives would be dismissed?
               Airservices is just going along despite the community’s will and are just
                doing the bidding of the SCC
               No consideration given to any flight paths outside the EIS.
7.33 In recognition that the tool has the potential for improving information provision
     in support of community engagements in future, one individual posted on the
     Airservices interactive map within the Engage Airservices platform:
                  It would have been even better if I had this information, or at least been alerted to it,
                  when the original EIS was done, as clearly this was when the decision making took
                  place in relation to the route the flight paths would take

7.34 The platform had a moderation process which removed eight comments
     posted by individuals on the basis that they “contained profanities” (1),
     “identified a staff member by name” (1) or “were defamatory” (6). Some
     individuals complained to the ANO that they “were not allowed” to repost after
     receiving the advice that their post had been deemed defamatory. Airservices
     advised that individuals had to repost within the query period and only two did
     so. One complainant also took issue with the fact that this was the only direct
     communication he received from Airservices during the consultation process:
                  …they don't have time to respond to all the submission complaints about their flight path
                  placements but they have time to let me know I am being censored it appears

Aircraft Noise Ombudsman
Investigation into complaints about the introduction of new flight paths in the Sunshine Coast (April 2020)   Page 24