Parklands Community Hotline Register - Covering Falls Festival Byron Music & Arts Festival 2019/2020 - North Byron Parklands
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Parklands Community Hotline Register Covering Falls Festival Byron Music & Arts Festival 2019/2020 Parklands Consent Condition D20 December 2019 – January 2020
Introduction
As part of the Development Consent SSD 8169, Parklands must provide effective mechanisms
to facilitate communication between Parklands and the community (including adjoining
affected landowners and businesses, and others directly impacted by the development) during
the operation of the development.
More than 12 years of continuous consultation has provided Parklands with a robust
understanding of event impacts on its immediate neighbours and the broader community.
During this time, a range of highly effective mechanisms have been implemented to monitor,
record and manage impacts and complaints.
Community hotline
The community hotline provides the most effective mechanism to record, respond and manage
complaints in the wider community.
To ensure the ongoing effective management and registration of complaints during medium
and large events, Parklands will:
• provide a community hotline with a dedicated landline (02 6680 4049) with multiple
lines;
• record all incoming calls for quality control purposes;
• publish complaints to the Community Complaints Register on Parklands’ website
including: date, time, unique identifying number, nature of complaint, details of
complainant, and all actions taken;
• engage a minimum of two experienced community hotline operators on 8-hour shifts
between 10am and 2am each event day for any multi-day large and medium event and
for the duration of any single day medium event;
• provide a recorded voice mail service between 2am and 10am each event day;
• provide a 24-hour email service (community@northbyronparklands.com), to be
monitored and (where required) responded to by the community hotline operator during
shifts; and
• advertise the community hotline contact details (including landline, email and postal
address) on Parklands’ website, in at least two local newspapers, and via letterbox drops
to residents within a 3-km radius of the event site, at least two weeks before the
commencement of a medium or large event.
Within six months of the date of consent of SSD-8169, Parklands will publish a Complaints
Register to its website (as per Access to Information requirements under Condition E13). The
Complaints Register will be updated monthly and will include the date, time, unique identifying
number, nature of complaint, and all actions taken. For privacy reasons, details of the
complainant will not be disclosed as part of this publicly available report.
North Byron Parklands Community Hotline – Falls Byron Music and Arts Festival 2019/20 2Managing complaints
Parklands and its events are committed to continuous improvement and are led by an
adaptive management approach on its noise management, acoustic monitoring, and
communications processes.
Noise complaints
During medium and large events community hotline operators liaise directly with Acoustic
Managers to record, manage and respond to noise complaints. In this way, the Acoustic
Manager relays complaints as they are received to acoustic engineers in the field.
The following flow chart illustrates the procedure to manage noise complaints through the
community hotline.
Details of
Date, time, noise
complainant Complainan Details of monitoring
Resident details, and t requests noise recorded
Acoustic Noise
calls with a nature of monitoring monitoring for post
engineer monitoring
noise noise at the relayed to event
sent to completed
complaint complaint is location of Community analysis.
location at location
captured in the noise Hotline Operator
Complaints issue Operator follows up
Register as
necessary
Where complaints are received from a single complainant three or more times, and noise levels
are within approved noise limits on each occasion, any further complaints will be considered as
repetitive complaints (per the requirements of the event’s Acoustic Monitoring Program).
Where repetitive complaints are received by the hotline, additional noise monitoring at the
complainant's location will be at the discretion of the event manager.
Other complaints
Complaints regarding offsite impacts such as illegal camping, littering, illegal parking, or anti-
social behaviour are managed through the community hotline and Offsite Response Team. The
following flow chart illustrates the procedure to manage these complaints through the
community hotline.
Hotline
Date, time, Offsite
Operator
Call regarding complainant Offsite Response
contacts Hotline
illegal camping, details, and Response Team report to
Offsite Operator
littering, illegal nature of Team, and/or Hotline
Response follow up with
parking, complaint is relevant Operator with
Team and/or complainant as
disruptive captured in authority details of
relevant necessary
behaviour Complaints attend issue action taken
authority as
Register
required
North Byron Parklands Community Hotline – Falls Byron Music and Arts Festival 2019/20 3Receiving calls and logging complaints
The existing telephone PABX recording system was again installed and tested prior to FFB19/20.
The routing arrangements for incoming calls in instances where operators were engaged with
other calls was:
• The incoming caller automatically advised (via a pre-recorded message) that they are
in a queue and will be answered as soon as possible;
• After 30 seconds, the caller is further advised that they may continue waiting or they
can leave a detailed message for an operator to return; and
• In cases where a detailed message is left the caller is contacted by a member of the
community hotline to discuss their issue.
Formal complaints to the community hotline were entered and tracked using the incident
management software Chronosoft. This system allows the Event Control Centre to track all
incidents including calls to the hotline covering offsite impacts including: noise, litter, illegal
parking, and anti-social behavior.
Chronosoft provides a time-stamped chronological sequence of events relating to each incident
and includes actions, response times, and resources used to manage issues and their resolution.
This system allows both the Event Control Centre and community hotline staff to monitor,
manage and follow up all issues in a timely manner, thereby increasing the efficiency that
complaints are resolved and recorded.
Integral to the process of continuous improvement is the involvement of key stakeholders.
Parklands’ Regulatory Working Group (RWG) includes representatives from various
government agencies and Council nominated community representatives. The RWG meets
before and after multi-day large events and identify opportunities for improvement on the
community hotline.
Falls Festival Byron 2019/2020
A total of four formal complaints were made by three residents by telephone to the hotline
between Monday 30 December 2019 and Friday 3 January 2020.
The hotline operated 24 hours a day and was staffed for a total of 56 hours from Monday 30
December to Thursday 2 January. A recorded message facility was in place outside staffed hours
per the requirements of the consent condition C5.
Of the total number of complaints lodged by phone or email at FFB19/20 the following
breakdown by issue type is provided below in Figure 1.
North Byron Parklands Community Hotline – Falls Byron Music and Arts Festival 2019/20 4Figure 1 The total number of complaints to the FFB community hotline between 2016-2019/20 is provided below in Figure 2 by complaint type. Figure 2 Managing noise and other offsite impacts FFB19/20 Continued improvement in noise management, rigorous acoustic monitoring, effective communication, and regular patrols by the offsite response team has seen the continual reduction in complaints of all types to the community hotline. The following section provides details of the four formal complaints lodged with the community hotline between 30 December 2019 and 3 January 2020. The hotline received numerous event enquiries throughout the festival however no other formal complaints were made. Personal or identifying details have been excluded from the public version of this log to protect the privacy of complainants. North Byron Parklands Community Hotline – Falls Byron Music and Arts Festival 2019/20 5
Community hotline register FFB2019/20
Identifying # FFB01_65619 Date 1 January 2020 Time 10:22pm Phone/Email Phone
UIN 5EB.WAV, 5EC.WAV
Name xxxx Phone Email
Caller Address Xxxx, Ocean Shores
Caller Issue Bass is too loud, can hear in the lounge room
Action Taken Noise Monitor sent to address to measure from the road. Notified Community Manager.
Follow up Call back tomorrow and notify of outcome of monitoring.
Hotline operator tried to call the complainant at 11:15am, with no answer
At 1:25pm on the 2nd January, the Community Manager went for a face to face meeting with the complainant to discuss his call. He was appreciative
of the visit and was unsure if the sound was from the festival or the all day and evening dance party at the Billinudgel Hotel which was on from 1pm-
11pm with DJs. The Community Manager explained levels were compliant, so operator did not call the caller again.
Audio Compliant
Identifying # FFB 02_65719 Date 1 January 2020 Time 10:30pm Phone/Email Phone
UIN 5EDWAV, 5EE.WAV, 5F0.WAV, 5F9.WAV
Name xxxxx Phone Email
Caller Address Xxxx, Yelgun
Caller Issue Sound is loud and inside the home. Can’t sleep.
Caller rang back at 11:50. Caller felt the levels were still too loud. Caller stated she had now closed her window and the noise level was audible
inside. Caller stated no need to send anyone as the stage was being shut down in 9 minutes.
Action Taken Noise Monitor sent to address to measure from the road
Follow up Call back tomorrow- Told caller on second call levels were compliant. No need to call back.
At 4:20pm on the 2nd January, the Community Manager called the complainant, who expressed she appreciated the visit.
Audio Compliant
Identifying # FFB03_19 Date 2 January 2020 Time 10.11pm Phone/Email Phone
North Byron Parklands Page 6 of 7
PO Box 517 Bangalow NSW 2479
(02) 6680 4049
community@northbyronparklands.comUIN 5FB.WAV
Name xxxxx Phone Email
Caller Address xxxxx, Ocean Shores
Caller Issue Consistent noise for the last couple of hours.
Action Taken Monitors dispatched to sample by the road as requested. At 10.26pm samples were fully compliant. It’s noted the area is quiet and calm tonight
with ocean and highway noise audible. Low level event noise is audible in this area but compliant.
Follow up Did not want a call back. Is happy for monitors to leave information in the letterbox.
Audio Compliant.
Identifying # FFB04_65019 Date 3 January 2020 Time 10.21am Phone/Email Phone
UIN 5FD.WAV
Name xxxxx Phone Email
Caller Address xxxxx, Yelgun
Caller Issue Resident heard fireworks in the campground at 1.57am
Action Taken The complaint was received via voicemail the following day and registered as requested.
Follow up Parklands emailed the resident thanking them for the information and acknowledged the complaint would be captured in the hotline complaint
report.
Audio NA
North Byron Parklands Page 7 of 7
PO Box 517 Bangalow NSW 2479
(02) 6680 4049
community@northbyronparklands.comYou can also read
