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Appendix A: ISCA Credits

Table A-1 identifies the ISCA Credit Requirements relevant to this Annual Report and where they are addressed in the document.

Credit Requirement Relevant section Summary of compliance Effective Communication

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level 1 The community has been provided with information that:  was provided in a timely manner  supported community participation  was meaningful and relevant  was accessible Section 8.4 of the Aotea Main Works SIBDDWP indicates the Link Alliance’s commitment to providing continuous up to date engagement throughout the course of the Aotea Construction Works.

Section 8.4 and Section 5 of the Aotea Main Works SIBDDWP indicates the range of engagement tools utilised by the Link Alliance to supply information to, and receive feedback from, affected members of the community. Use of a variety of engagement tools to supply information to the public ensures information is made accessible and ensures effective participation in the feedback process.

Section 5 and 6 of this Annual Report provides an overview of the feedback received as a result of engagement undertaken during the 2019-2020 construction period. This indicates that Timely information has been provided to the public and affected community through a range of information tools and channels, to ensure all members of the community has access to useful information about the Project and could provide feedback should they experience disruption. This includes the CRL website, emails, newsletters, 0800 number, information hubs, one to one meetings, CLG’s and surveys. These engagement methods will be ongoing.

CLG’s have been held on a quarterly basis, on 30th September 2019, 19th November 2019, 18th February 2020 and 28th May 2020, and 1st September 2020 and will continue to be held throughout 2021. The CLG discusses a range of topics, for example, the CLG held on 20th September provided a general overview of the Aotea Construction Works that are upcoming, and also provided information on the Aotea station building and entrance locations.

Information sessions were advertised via the monthly Aotea Station newsletter distributed to over 1000 members throughout 2020 (and will continue in 202121) and are open to the public. Sessions had relatively low attendance (additional methods have been used to engage with the affected community, notably through email, social media, letter drops and face to face meetings). A fitted-out container has been erected on Wellesley Street and will be the information hub for Aotea. This information hub will be staffed daily by a member of the team and is expected to increase public drop-in engagement in 2021.

21 Example of the November 2020 monthly newsletter: https://www.cityraillink.co.nz/aoteanewsletter-november-2020 Page 41 | 2019-2020 SIBD Annual Report - Aotea Station

once complaints were received, Link Alliance promptly responded and resolved those complaints in most cases.

Community Liaison Group meetings are held on a quarterly basis. Information sessions are held within the Project area on a regular basis. Virtual meetings have been held during COVID-19 restrictions. The purpose of these meetings was to provide meaningful information to affected parties, and was undertaken in addition to information supplied via website, emails, newsletters, flyers etc. This helped the community to understand the duration of works and likeliness of disruption and enables affected parties to plan ahead. Timely - Notifications about upcoming works (e.g. noisy works) or changes (e.g. access changes) are distributed (targeted to be 10 days in advance of commencement) to enable adequate time for community members to prepare. A “whole of station” newsletter is also distributed to the full community database of more than 1,000 recipients at least once per month. Upcoming works notification example send out Q4 2020:

Sta-3 This has been verified by: This Annual Report has been written by a Social Impact Specialist and reviewed This Annual Report has been written by an independent author and reviewed prior to being released to the public. All feedback has been considered and resolved (when

Wellesley Street & Victoria Street intersection closure switch - Mid 2021

An intersection closure switch will take place in Mid-2021 to allow construction to continue for Aotea Station.

The switch will involve reopening Wellesley Street West, and then temporarily closing the Victoria Street and Albert Street intersection to vehicles. The intersection will always remain open to pedestrians.

The Victoria Street / Albert Street intersection will be closed to vehicles until mid-2023, with the exact timing of the reopening to be confirmed. This timing will also coincide with the streetscape and urban realm improvements for the intersection. Meaningful and relevant – unsolicited positive feedback has been received from a number of community members about the quality of our communications material and different opportunities to engage with the project. Communications material is differentiated to cater for all various segments of the community (e.g. businesses, residents, workers, landowners), including email, flyers, in-person and telephone. For example, a works update sent out on 10 July 202022 , provided a broad overview of the works that are upcoming and what the delivery of new construction equipment means to the progress of the station construction (i.e. bentonite plant, diaphragm walls, utility relocations etc.). Wayfinding signage has been translated in Te Reo, and the Link Alliance are aiming to provide Chinese wayfinding signage in the near future for some key signs.

22 Notification about upcoming works (July 2020 example) https://us4.campaign-archive.com/?u=2fcff43b6db35f950e5102892&id=29231f450d Page 42 | 2019-2020 SIBD Annual Report - Aotea Station

level 1  internal management/ reviews/audits

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Level 1 The community believe their concerns have been considered and addressed. by the Link Alliance’s Sustainability Team. Section 5 and 6 of this Annual Report analyses and reports on the content of matters raised by the community and how Link Alliance has responded to these matters. possible/practicable) with affected members contacted (refer Section 6 of this Annual Report). Section 5 of this Annual Report has provided an analysis of the complaints register and how the Link Alliance have responded to complaints. Complaints have been analysed and categorised in order to understand the most common complaints, where they were received and who made the complaint. The register outlines how each complaint has been responded to, Section 6 of this annual report captures the variety of complaints received and Link Alliances response.

Examples: Complaint: Fencing configuration around utilities work blocked access for the business to receive their deliveries that day and no notice had been given.

Response: Link Alliance went and met with the Manager to discuss various loading zone options and schedule of works. Stakeholder was pleased with response and had no further complaints.

Complaint: The owner complained the pedestrian bridge installed in front of her business was blocking visibility of the business and customers were having difficulty locating her store.

Response: The Link Alliance dismantled and reinstated the pedestrian bridge and moved the key lock beside the door. The stakeholder is happy with the outcome and no further complaints have been made.

This has been verified by:  internal management/ reviews/ audits OR This Annual Report has been written by a Social Impact Specialist and reviewed by the Link Alliance Engagement and Sustainability Teams.

Page 43 | 2019-2020 SIBD Annual Report - Aotea Station A review of the matters raised by the community indicates that Link Alliance have responded promptly to concerns, and that the majority of impacted stakeholders are satisfied with this response.

This Annual Report has been written by a Social Impact Specialist and reviewed prior to being released to the public. All feedback has been considered and resolved (when possible) with affected members contacted (refer Section 6 of this Annual Report).

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