2015-06-23 Infrastructure & Services Committee Agenda

INFRASTRUCTURE & SERVICES COMMITTEE MEETING AGENDA                                      23 JUNE 2015


Statutory Obligations
The Section has obligations to provide service under the following legislations:
 Local Government Act 2009                      Neighbour Dispute (Dividing Fences and
 Local laws                                        Trees) Act 2011.
 Subordinate Local laws                         Qld Civil and Administration Tribunal Act
 Acts Interpretation Act 1954                      2009
 Transport Operations (Road Use                   Right to Information Act 2009.
   Management) Act 1995                          State Penalties Enforcement Act 1999
 Animal Management (cats & dogs) Act            Transport Operations (Marine Safety) Act
   2008                                             1994
 Environment Protection Act 1994                  Waste Reduction & Recycling Act 2011
 Information Privacy Act 2009                   Disaster Management Act
 Land Protection (Pest & Stock Route            Invasion of Privacy Act 1971
   Management) Act 2002.

Process
All reactive tasks undertaken in the unit are captured in the Customer Request Management
(CRM) system and allocated to officers by administration staff. The distribution of jobs is
determined by the working area assigned to each field officer, there are currently three working
areas across the shire – coastal, central and hinterland. Each area has approximately the same
workload although from time to time there are spikes in complaints in each area.

Officers rotate areas every 6 months, this change to the work area allows them to be familiar with
all types of complaints and all areas of the shire and helps to deliver a consistent approach
across the Shire.

There are currently a total of 151 active requests in the system for the branch.

Timelines
Timelines to manage each type of complaint have been formulated based on experience in the
field and customer expectations. Depending on the type of request these timeframes vary based
on the level of activity/investigation required.

Some key timelines include the following:
Activity                        Time line to start                       Timeline to finish

Dog barking                     2 days from complaint lodgement –        14 days to complete the task
                                first complaint
Dog attack                      Immediately if the dog is still in the   These matters could take up to
                                area and poses a risk.                   8 weeks to complete
                                Otherwise within 24hrs or next           investigation then depending
                                working day.                             on time for legal process.
Dog pick up                     Same day or asap the next working        Same day or when picked up
                                day if reported at night
Abandoned vehicle               Within 2 days unless dangerous then      Completed with 7 days of
                                as soon as possible                      commencement
Stock on roads                  Attend immediately                       Depending on circumstances
                                                                         up to 28 days to fence or
                                                                         dispose of beasts.
Parking                         Daily inspections commencing 8.30
                                - 4.30 seven days per week
Parking complaints
 Dangerous/unsafe situation   Immediate response                       Completed within 24 hours
 All other complaints
                                Attended within 48 hours                 Completed within 7 days

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