From: Deborah Smith [mailto:deborah.smith@hcc.govt.nz] Sent: Tuesday, 20 September 2016 2:50 PM To: xxxxxxxxxxxxxxxxxx Cc: Mary Birch; Lee Cowan Subject: RE: Official Information Act request - xxxxxxxxxxxx - complaints received Dear xxxxxxxxx Further to your information request of 7 September 2016, in respect of complaints received, I am now able to provide Hamilton City Council s response. You requested: Copies any information, reports, documents, memoranda, correspondence, legal advice or emails, both internal and external regarding: a) Complaints to the customer call centre over the last 12 months considered to be unusual, bizarre or extraordinary, for example residents complaining of children laughing, an invasion of ducks, UFOs etc. Council receives over 250,000 calls per annum, resulting in thousands of requests for service (work orders). These are managed by the individual business units who receive them. Over the last year 1272 specific complaints were recorded. Council does not keep a register of unusual, bizarre or extraordinary service requests or complaints so to identify these would require a manual check of each service request or customer complaint. Therefore the information is withheld under Section 17(f) of the Local Government Official Information and Meetings Act the information requested cannot be made available without substantial collation or research. b) The number of noise complaints received by the noise control team in the city over the last 12 months. Also, examples of what noises people complaint about, ie music, dogs barking, construction etc. 8689 complaints relating to noise were received during the period 1 September 2015 to 31 August 2016. Typically more complaints are received in weekends; during the summer period this can amount to approximately 200 complaints per day. Examples of noise complained about include: Stereos Building and vehicle alarms People Construction noise Industrial / commercial activity c) The number and type of complaints received by the animal control team over the last 12 months. A summary of animal control related complaints has been attached. d) Complaints received by the customer call centre or other council divisions in relation to neighbours and neighbourly disputes over the last 12 months, and what those disputes are over.
In relation to complaints about neighbours, Council does receive calls regarding smoky fires, long grass, parking, water leaks and so on. Again a manual check would have to be undertaken to identify these. Therefore the information is withheld under Section 17(f) of the Local Government Official Information and Meetings Act the information requested cannot be made available without substantial collation or research. We do not get involved in disputes between neighbours outside of the areas listed above and would generally refer them onto citizens advice. If you would like context or background related to this LGOIMA response, or an interview with the subject matter expert, please contact the Communications Unit on 07 838 6646. If you have any concerns with the decision(s) referred to in this letter, you have the right to request an investigation and review by the Ombudsman under section 27(3) of the Local Government Official Information and Meetings Act 1987. For your information, the Ombudsman s contact details are: Email: info@ombudsman.parliament.nz Post: PO Box 10152, Wellington 6143 Telephone: 0800 802 602 Best regards Deborah On behalf of the Privacy Officer Deborah Smith Committee Advisor DDI: 07 838 6983 Email: Deborah.smith@hcc.govt.nz Hamilton City Council Private Bag 3010 Hamilton 3240 www.hamilton.govt.nz Like us on Facebook Follow us on Twitter Hamilton City Council Animal Education and Control Summary of activity from 1/7/2015 to 30/6/2016 Category Description Sub Category Description GENERAL 1 Advice given to the owner 121 Behavioural Assessment of the dog completed Ownership of dog signed over to Animal Education and Control Total 253 11
OFFENCES (Under the Dog Control Act 1996) Dog trap required 22 Education presentations 110 Fencing inspection requested 33 Found dog 2 Lost dog 122 Microchipping 7 Multiple dog permit 154 SPCA welfare call out 12 Attack Historic Attack Dog v Animal 60 Historic Attack Dog v Person 46 Urgent Attack Dog v Animal 73 Urgent Attack Dog v Person 40 Barking 667 Dog poo 5 Failure to keep dog under control Insufficient food/water/shelter 4 Offences detected by officer 1 Cold calling 3 Follow up on dangerous dog 8 Follow up on disqualified owner Dog free to leave their property 8 104 In a public place 115 Follow up on menacing dog 53 Follow up on microchipping dog 8 323 Other 85 Proactive park checks 259 Follow up on probationary owner Unregistered dog (found new dog) 248 Unregistered dog follow-up 912 Patrols around the city 154 Roaming 13 Dog free to leave their property 170 In a public place 2240 Rushing Rushing an animal 8 3
Other Rushing an animal (not urgent) 5 Rushing a person 52 Rushing a person (not urgent) 28 Unregistered dog 164 Animals other than dogs (roaming/nuisance) 122 Total 6829 From: xxxxxxxxx xxxxxxxxxxxxxx Sent: Wednesday, 7 September 2016 7:39 AM To: Lee Cowan; Jeff Neems Subject: OIA request Importance: High Hamilton City Council September 7, 2016 To whom it may concern, With respect, I request the following information under the terms of the Official Information Act 1982: - Copies any information, reports, documents, memoranda, correspondence, legal advice or emails, both internal and external regarding: a) Complaints to the customer call centre over the last 12 months considered to be unusual, bizarre or extraordinary, for example residents complaining of children laughing, an invasion of ducks, UFOs etc. b) The number of noise complaints received by the noise control team in the city over the last 12 months. Also, examples of what noises people complaint about, ie music, dogs barking, construction etc. c) The number and type of complaints received by the animal control team over the last 12 months. d) Complaints received by the customer call centre or other council divisions in relation to neighbours and neighbourly disputes over the last 12 months, and what those disputes are over. The information sought in this request is to be used as part of a report by the xxxxxxxxxxxxxxx into the volume and varying types of complaints that residents make to local authorities across New Zealand every year. As the information will be used to ensure a greater understanding and appreciation of the work done by New Zealand councils and local authorities in dealing with residents' complaints, I ask that any fee is waived. I anticipate receiving the information under the terms of the act, which stipulates a maximum period of 20 business days. An email confirmation of receipt of this request would be appreciated. If I can be of any assistance, please call me on 00000000000
My postal address is: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Kind regards, xxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxx xxxxxxxxxxxxxxxx D0000000000 M: 000000000 E: xxxxxxxxxxxxxxxxxxxxxxxx