• Complaints can be lodged:

  • By the public, a contractor or other user of the site.

  • Directly to the NCC, the NTRLBU, or the Landfill Operator.

  • By phone, email, in writing, or in person.

• Incidents must be lodged:

  • By the NTRLBU, the Landfill Operator or any other user of the site.

• If the complaint is received by the NCC they will send a service request with the complainant’s details for NTRLBU to follow up and inform them of any corrective actions.

• The NTRLBU will record complaint details using the York Valley Landfill – Landfill Complaints Record <link> including:

  • The person recording the complaint.

  • The name and address of complainant.

  • Identification and nature of complaint.

  • Date and time of complaint and of alleged event.

  • Weather conditions at the time of the complaint.

• The NTRLBU will record complaint details using the York Valley Landfill – Landfill Incident Record <link> including:

  • Identification of the nature of the incident.

  • Date and time of incident.

  • Weather conditions at the time of the incident.

  • The reasons for the incident.

• If a complaint identifies an incident, the incident must be lodged separately.  In this case the incident will become the lead which will include the complaint.

• Consider whether immediate actions are necessary.

• Carefully assess safety and consequences.

• Record any actions taken on the Landfill Complaints Record or Landfill Incident Record.

• The Council's Monitoring Officer must be notified within:

  • 24 hours of an incidents of offsite odour or excessive dust occurring. [RM975261 Schedule 1 (17)]

  • Two weeks of any other incident (except offsite odour or excessive dust). [RM975261 Schedule 1 (17)]

  • Two weeks of any complaint being received by the NTRLBU. [RM975261 Schedule 1 (16)]

[MS - Not sure we are following these requirements properly.]

• Choose an investigator.

• Plan the investigation.

• Gather evidence.

• Review and evaluate evidence.

• Record on the Landfill Complaints Record:

  • The results of any investigations carried out to assess the complaint.

  • Actions to respond to it.

  • A record that the complainant has been informed of the results of the complaint, investigation and any actions undertaken.

• Record on the Landfill Incident Record:

  • The reasons for the incident.

  • Measures taken to mitigate the incident.

• Record on the Landfill Complaints Record or Landfill Incident Record any measures taken to prevent recurrence of the same or a similar incident.

• Inform the complainant of the results of any investigation and any actions undertaken.

• Record on the Landfill Complaints Record a record that the complainant has been informed of the results of the complaint, investigation and any actions undertaken.

• The NTRLBU must maintain a Complaint Register (LINK) which must contain the following:

  • Name and address of complainant.

  • Identification and nature of complaint.

  • Date and time of complaint and of alleged event.

  • Weather conditions at the time of the complaint.

  • The results of any investigations carried out to assess the complaint.

  • Actions to respond to the complaint.

  • A record that the complainant has been informed of the results of the complaint, investigation and any actions undertaken.

    [RM975261 Schedule 1 (16)]

• The NTRLBU must maintain an Incident Register (LINK) which must contain the following:

  • Identification of the nature of the incident.

  • Date and time of incident.

  • Weather conditions at the time of the incident.

  • The reasons for the incident.

  • Measures taken to mitigate the incident.

  • Measures taken to prevent recurrence of the same or a similar incident.

    [RM975261 Schedule 1 (17)]

• The NTRLBU must provide the Complaint Register to the NCC when requested. [RM975261 Schedule 1 (18)]

• At the end of the financial year the NTRLBU must provide the Complaint Register for the preceding twelve months (reflecting the financial year) to the Divisional Manager of Planning and Consents at NCC. [RM975261 Schedule 1 (18)]

• The NTRLBU must provide the Incident Register to the NCC when requested. [RM975261 Schedule 1 (18)]

• At the end of the financial year the NTRLBU must provide the Incident Register for the preceding twelve months (reflecting the financial year) to the Divisional Manager of Planning and Consents at NCC. [RM975261 Schedule 1 (18)]

The Consent Holder shall keep a complaints register which shall contain the following:

(a)        name and address of complainant,

(b)        identification and nature of complaint,

(c)        date and time of complaint and of alleged event,

(d)        weather conditions at the time of the complaint,

(e)        the results of any investigations carried out to assess the complaint

(f)         and actions to respond to it; and

(g)        a record that the complainant has been informed of the results of the complaint, investigation and any actions undertaken.

The Council's Monitoring Officer shall be notified within two weeks of a complaint being received by Consent Holder during the term of this consent and the complaints register shall be available for public inspection.

[RM975261V2]

The Consent Holder shall keep an incident register of any incident that could, or could have caused adverse effects, on the environment at or beyond the boundary of the application site, or a complaint. The incident register shall include:

(a)        identification of the nature of the incident;

(b)        date and time of incident;

(c)        weather conditions at the time of the incident;

(d)        the reasons for the incident;

(e)        measures taken to mitigate the incident;

(f)         measures taken to prevent recurrence of the same or a similar incident.

Incidents of offsite odour or excessive dust shall be reported within 24 hours to the Council's Compliance Officer.

The Council's Monitoring Officer shall be notified within two weeks of an incident to which this condition applies being reported to Council. The incident register shall be available for public inspection.

[RM975261V2]

The Consent Holder shall provide a report for the preceding twelve months, reflecting the financial year, to the Divisional Manger of Planning and Consents, Nelson City Council at annual intervals, or on request. Any report submitted under this condition shall cover the complete period from the last report and shall include:

(a)        the results of all monitoring undertaken, and interpretation of the results, and an assessment of the impact of the landfill on the environment;

(b)        the results of any waste surveys;

(c)        copies of any records required by conditions;

(d)        copies of the then current contingency plan;

(e)        copies of the complaints register for the full year preceding;

(f)         copies of the incident register for the full year preceding.

[RM975261V2]