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7. Protocols, Processes and Contact Details
7.1 Community and Business Liaison Group
The establishment of a Community and Business Liaison Group (CLG) is one of the key consultation tools required by the CRL designation and resource consent conditions. The CLG is a key mechanism for reflecting community concern and interest and communicating the construction programme to the community’s most affected parties.
A CLG has been established for the Mt Eden area. Membership of the Mt Eden CLG includes representatives of local businesses and apartment blocks (including residents, body corporate reps), as well as property owners and interest groups. CRLL has been holding CLG meetings throughout the development of the sub-plans and the Link Alliance will continue to do so at least quarterly during construction of the early works (unless otherwise agreed).
7.1.1. Mt Eden CLG purpose
The purpose of the Mt Eden CLG is:
For CRLL and Link Alliance to provide the community with regular updates on work progress, construction activities, including any significant changes or milestones, and the management of potential adverse construction effects. To ensure that community interests are identified and recognised through the construction process so that construction impacts/disruption can be minimised, and community safety can be appropriately managed. To provide feedback on the development of the CEMP and sub-plans. To monitor the effects of construction works on the community by providing a regular forum through which feedback can be provided to the Link Alliance. To provide opportunities for concerns and issues to be raised and responded by the Link Alliance. To propose initiatives regarding the interim use of properties including vacant land for the construction of CRL.
7.1.2. CLG Process
The Link Alliance will organise CLG meetings, including the meeting venue and provide administrative assistance to the CLG.
The process for coordinating Mt Eden CLG meetings is set out in Table 7-1 below.
Table 7-1: CLG meetings coordination
Stage Description
1
2
3 The Link Alliance Communications staff will liaise with the Mt Eden CLG members regarding meeting dates and venues. The venue will always be a local venue.
The Link Alliance will organise the CLG meetings and arrange for the appropriate Link Alliance personnel to be present.
The Link Alliance Communications staff will take notes and carry out actions required.
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4 The Link Alliance Communications staff will keep a record of the meetings (including
attendance). CRLL will subsequently publish the meeting minutes on the CRL project website.
In accordance with the designation and resource consent conditions, the CLG shall be provided with a reasonable timeframe (not less than 10 working days) to provide feedback on the development, implementation and review of any material changes in relation to the CEMP and sub-plans.
7.2 Stakeholders and Affected Parties
The CRL designation and resource consent conditions identify a range of stakeholders in relation to the CRL project and require the identification of directly affected and affected in proximity parties for the early works. A number of the stakeholders identified in the designation and resource consent conditions are not relevant to the Normanby Road early works.
A full list of the stakeholders and parties potentially affected by the works is provided in Appendix B and details of consultation and engagement undertaken with affected parties and affected inproximity parties are provided in Appendix C.
7.2.1.
Pre-Construction Engagement
The Link Alliance has undertaken pre-construction communication and consultation with the parties identified in Section 2.3 and Appendix B. The outcome of the pre-construction engagement has informed the preparation of the SIBD DWP, CEMP, other DWPs and Management Plans required for the early works and identified below:
Construction Environmental Management Plan; Communication and Consultation Plan (this plan); Transport, Access and Parking DWP; Construction Noise and Vibration DWP (including Site Specific Construction Noise and Vibration Management Plans [SSCNVMP / SSCNMP / SSCVMP]); Trees and Vegetation DWP; Contamination DWP / Contaminated Soils Management Plan; Air Quality DWP / Air Quality Management Plan; Social Impact and Business Disruption DWP; Erosion and Sediment Control Plan; and Industrial and Trade Activities Environmental Management Plan (integrated into the CEMP and ESCP for the early works).
Feedback from directly affected and affected-in proximity parties, along with the CLG and key stakeholders, regarding the development of the CEMP and sub-plans is captured in the respective plans, along with the Link Alliance’s response to the feedback.
7.2.2. Construction Phase Engagement
The Link Alliance is required to monitor the construction works progress and identify activities that may impact on stakeholders. This includes ensuring workers understand the construction activities that may cause particular concern to the community, such as noisy activities or works that may result in disruption to property access or the transport network or works outside normal working hours.
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The ‘Communication Tools’ detailed in Section 6.2 of this CCP provide a framework to proactively communicate with the stakeholders, directly affected and affected in-proximity parties and the wider community during the early works. In addition to the general communication and consultation protocols the following sections outline the stakeholder specific protocols which will be implemented.
Access to a member of the Link Alliance will also be available 24 hours a day, 7 days a week at the CRL Freephone number: 0800 CRL TALK (275 8255)
This number will be promoted to directly affected and affected in proximity parties and stakeholders before construction works commence. This number will feature on all project signage, communication material, CRL website and other collateral.
The channels for the wider community to enquire about the early works, to make a complaint and to keep up-to-date with the early works are detailed in Section 7.4.
7.2.3. Permit to Notify
When the Link Alliance is proposing to undertake works that will impact on particular persons or businesses, including works that exceed the CRL project noise limits, the Link Alliance Communications and Engagement Team shall notify those persons or businesses impacted by the works at least 24 hours in advance of the works being undertaken.
A Permit to Notify (PTN) will be used to facilitate Link Alliance’s internal approvals for works that are likely to have an impact on the adjacent community. This will provide a way to activate communication about potential impacts on affected parties, ensure that notification timeframes are met, and that advanced warning is provided. The Permit to Notify process is set out in Table 7-2.
Table 7-2: Permit to Notify Process
Stage
1
2
3
Responsibility
Link Alliance construction team members
Construction Manager –Normanby Road early works
Link Alliance Communications and Engagement Manager
Description
• o o
Submit a Permit to Notify (PTN) to the Link Alliance Communications and Engagement Manager in advance of the works.
The PTN will include:
identification of scheduled works, and
details of works including: - Description of the works. - Anticipated impacts as a result of the works. - Description of any mitigation measures employed. - Times and duration of the works. - Contact details for enquiries.
Signs off the PTN.
Where notifications contain technical content, the relevant Link Alliance team member/specialist shall approve the content prior to sign off.
Approves construction notifications prior to distribution to stakeholders affected by the particular work.
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4 Link Alliance Communications
and Engagement Team Communicates by appropriate mechanism (email, phone, or face to face communication) to building owners, tenants/businesses and Body Corporate representatives of the date and time in advance of the works.
The affected parties and affected in-proximity parties identified for the Normanby Road early works are presented in the engagement map in Appendix A and summarised in Section 2.3 of this CCP. Affected parties and affected in-proximity parties were contacted via face to face communications, including arranged meetings, door knocking and at the CLG meeting, which was held on 25 th
November 2019. Appendix C and the SIBD DWP (Appendix F of the CEMP) details the feedback received from affected parties and affected in-proximity parties during consultation and engagement. Some of the key issues raised during the face to face meetings are access for customers and deliveries, loss of parking, noise and vibration impact and disruption in utilities during construction. Section 8 of the SIBD DWP identifies mitigation actions to be implemented during the early works to minimise social impact and business disruption effects. The directly affected and
affected in-proximity parties will continually be engaged during construction through the tools identified in Section 6.2 of this CCP and Section 8.4 of the SIBD DWP (Appendix F of the CEMP).
7.2.5. Kaitiaki or Mana Whenua Forum
A CRL Mana Whenua forum was established in 2012 for the purposes of undertaking kaitiakitanga responsibilities associated with the project. The forum comprises those Mana Whenua groups who expressed an interest in being involved in the CRL project and its related activities. Eight Mana Whenua self-identified their interest in CRL and are currently part of the forum:
Ngāti Maru; Ngāti Paoa; Ngāi Tai Ki Tāmaki; Ngāti Te Ata Waiohua; Ngāti Whātua o Ōrākei; Te Ākitai Waiohua; Te Kawerau a Maki; and Ngāti Tamaoho.
The Mana Whenua forum is managed by CRLL and will continue to address matters such as:
Preparation and review of CEMP and sub-plans; Archaeology, including assistance with discovery protocols; Kōiwi and artefact discovery; Cultural induction and monitoring; and Ongoing provision of mātauranga Māori input.
During construction works the Link Alliance shall:
Attend the hui arranged by CRLL as required;
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Follow the protocols in the Archaeological Authority 4 granted for the CRL Aotea to
Maungawhau (Mt Eden) construction works; and
Ensure that all project staff are given a cultural induction, in accordance with iwi guidelines.
7.2.6. Network Utility Operators
Ongoing communication and consultation will be undertaken with NUOs during the early works as outlined below.
Material changes affecting Network Utilities
Where a material change is identified that has not already been agreed with the NUO and which affects network utilities, then the following process will be adopted:
The Link Alliance will contact the relevant NUO to organise an on-site meeting in conjunction with the contractor. If the change is subsequently agreed on site, then the relevant construction and/or as-built drawings will be revised. If the change cannot be agreed on-site, then a meeting will be held between Link Alliance representative and the relevant NUO Project Manager in order to identify a mutually agreeable outcome.
Section 176(1)(b) RMA Approvals
In relation to the Requiring Authority (CRLL) giving approval to NUOs under section 176(1)(b) of the RMA for NUO works in the CLR designation:
The relevant NUO will identify the scope of work required to be undertaken, including location and timing. The Link Alliance Utilities Manager and the CRLL Utilities Manager will meet with the relevant NUO Project Manager to discuss the scope of work, programming, and physical interface with the CRL construction works. Based on this discussion, CRLL will determine whether or not the proposed utility works would ‘prevent or hinder’ the early works (and whether CRLL is able to give written consent to the utility works). Wherever possible, a mutually agreed ‘work plan’ will be developed that allows necessary utility works to proceed in a way that does not hinder the early works (particularly in the case of maintenance and urgent repair works).
Supplementary Authorisations
Depending on the circumstances, the relevant NUO or the Link Alliance Utilities Manager, along with the CRLL Utilities Manager will identify what authorisations are required and consider:
If the proposed utility works are not related to the CRL project, then the NUO will be responsible for obtaining any necessary authorisations (including resource consents where required). If the utility works are required to facilitate the CRL project, then the Link Alliance will meet with the relevant NUO Project Manager to identify an appropriate design and construction methodology for the works and confirm authorisations required. The Link Alliance will be
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responsible for obtaining any necessary authorisations (including resource consents where required).
Inspection and final approval of works by Network Utility Operators
The process for the inspection and final approval of works by NUOs is as follows:
Upcoming inspection, testing, and commissioning works will be identified at weekly meetings between the Link Alliance and the NUOs. The Link Alliance will arrange necessary site inspections directly with the relevant NUO Project Manager. If the inspection passes, then the NUO will sign off the work package. If the inspection fails, then the Link Alliance will work together to identify the appropriate remedial action and a re-inspection will be organised with the NUO.
Ongoing communication and consultation
During the Normanby Road early works, there will be regular on-site liaison between the Link Alliance and the NUOs. This will generally be undertaken by way of ‘tool box’ meetings at the start of each day, complemented by weekly meetings during utility construction works between the Link Alliance and the NUOs.
Review of CEMP and Sub-Plans
The CEMP and sub-plans for the early works will be reviewed as a result of a material change to the Normanby Road early works, or to address unforeseen adverse effects arising from construction, or unresolved complaints. The Link Alliance will inform the NUOs of any such reviews and will actively engage with the NUOs where a material change to the project has implications for network utilities or the review is required in order to address unforeseen effects or complaints relating to the early works.
In accordance with designation Condition 15.7 and resource consent Condition 32, any parties affected by material change to the CCP shall be notified of the change within 20 working days of the change occurring.
Any updates to the CCP shall be provided to the “key contacts” identified in Section 6.1 of the CEMP (per designation Condition 15.6), the parties referred to in resource consent Condition 28(d), and the Council (Team Leader Central Monitoring) for review and agreement on any further action to be undertaken. A formal review process is described in Section 7.1.2 and 7.2.9 of this CCP and Section 6.7 of the CEMP.
7.2.7. Emergency Services
As outlined in Section 6 of this CCP, the Link Alliance will consult with emergency services regarding their specific operational requirements in relation to the early works. This will include information on the location, timing and duration of the early works (particularly in relation to traffic lane reductions and/or closures, alternative routes and detours) and consultation in advance of the commencement of construction.
The Transport, Access and Parking DWP (Appendix K of the CEMP) states that the early works will be undertaken so as not to impede emergency service access to properties adjacent to the early work area.
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7.2.8. Heritage
There are no built heritage features or recorded archaeological sites located within the early work area. The land at 14-22 Boston Road (which will be utilised as a Construction Support Area and temporary car park for the commercial premises at 32 Normanby Road) is scheduled under the AUP as a site of significance to Mana Whenua. Archaeological advice (Appendix X of the CEMP) has been prepared which outlines the protocols that will be undertaken to manage any potential effects on mana whenua.
In relation to engagement on heritage related matters during the early works, the Link Alliance shall:
Communicate information on any archaeological or built heritage discoveries during the course of works to Auckland Council Heritage Unit, HNZPT and Mana Whenua. Contact HNZPT, iwi and the police in the occurrence that kōiwi (human remains) are discovered during the course of works. Provide a written summary report by the Project Archaeologist to CRLL, HNZPT, Auckland Council (Heritage Unit and Consent Monitoring officer) and Mana Whenua within 20 days of the completion of monitoring. Maintain regular updates (via the appropriate communication tools detailed in section 6.2) with regard to archaeological or built heritage discoveries and monitoring during the early works.
7.2.9. Auckland Transport
As outlined in Section 6 of this CCP, the Link Alliance will continue to consult with Auckland Transport. This will include information on the location, timing and duration of the early works (particularly in relation to traffic lane reductions and/or closures, alternative routes and detours) and consultation in advance of the commencement of construction.
Refer to the Transport, Access and Parking DWP (Appendix K of the CEMP) for further details on engagement with Auckland Transport.
7.2.10. New Zealand Transport Agency
As outlined in Section 6 of this CCP, the Link Alliance will consult with the New Zealand Transport Agency. This will include information on the location, timing and duration of the early works (particularly in relation to traffic lane reductions and/or closures, alternative routes and detours) and consultation in advance of the commencement of construction.
Refer to the Transport, Access and Parking DWP (Appendix K of the CEMP) for further details on engagement with the New Zealand Transport Agency.
7.2.11. CEMP and Sub-plan reviews
In accordance with the designation and resource consent conditions, the CEMP, DWPs and MPs shall be reviewed as a result of a material change to the works, or to address unforeseen adverse effects arising from construction, or unresolved complaints. The Link Alliance shall notify any parties affected by the review of any material change proposed to the plans and document any inputs received from the affected parties. All affected parties shall be provided with a reasonable timeframe (not less than 10 working days) to provide feedback on the changes.
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7.3 Notable Receivers
CRL designation Condition 16.1 requires that communication and consultation is undertaken (via the appropriate communication tools detailed in Section 6.2), as soon as reasonably practicable (and at least once following confirmation of construction timing and methodology), with any Notable Noise and Vibration Receivers located within 100 metres of the designation footprint. MediaWorks’ ‘The Project’ studio at 71 Boston Road is located just within 100m from CSA and therefore is considered a Notable Receiver. Further details of the consultation with MediaWorks is contained within the CNV DWP (including the Site-Specific Construction Noise and Vibration Management Plan).
7.4 Community Engagement
7.4.1. Public Enquiries
Email addresses for public enquiries in relation to the Normanby Road early works are as follows:
mteden@linkalliance.co.nz - in relation to Normanby Road early works; and info@cityraillink.govt.nz - in relation to the wider CRL Project (any queries in relation to the Normanby Road early works will be forwarded through to the Link Alliance email).
Contact details of the Project Manager and Communications & Engagement Team for the early works are provided in Section 5.2 above.
Requirements
The Link Alliance will:
Identify the Freephone number on all project advertising and collateral. Allocate a team member responsible for answering the Freephone at all times. They will actively respond to issues, enquiries and emergencies. Record all enquiries, requests for information and complaints.
Process
The process for managing enquiries or complaints via the 24/7 Freephone number is set out in Table 7-3 below.
Table 7-3: Public enquiries
Stage
1
2
3
4
Description
The Link Alliance team member receives an enquiry or complaint.
The Link Alliance team member contacts:
• The Link Alliance Communications and Engagement Manager, if the issue is about the construction activity, or • CRLL GM Corporate Relations & Communications, if it is a media enquiry, political enquiry, or CRL works outside the Link Alliance scope. The Link Alliance Communications and Engagement Manager responds in writing to the communication team member as quickly as possible.
The Link Alliance team member contacts the enquirer with the response, unless it relates to a media or political enquiry, in which case the CRLL GM Corporate Relations & Communications will respond.
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5
6
7
8 The Link Alliance team member determines whether the enquirer is satisfied with the response, including any mitigation action taken if it is a complaint.
The Link Alliance team member responds with further information or action as required.
For construction related complaints, the Link Alliance team member in consultation with the Link Alliance Communications and Engagement Manager and Project Manager determines for the Normanby Road early works if a specific mitigation response is required.
If so, they refer to the specific DWP / Management Plan (e.g. Traffic, Noise and Vibration, Contamination, etc.), and contact the relevant responsible person or site supervisor.
The Link Alliance Communications and Engagement Manager will conduct surveys every three months to determine levels of satisfaction with the process of communication responses.
7.4.2. Other Enquiries
In addition to the email contact and Freephone number above, enquiries from the public may be received in writing or from face to face contact. All such contacts will be recorded in the Link Alliance communication CRM system.
Requirements
The Link Alliance site team shall be well briefed to respond to any enquiries. The site supervisors present on site during working hours will be able to actively respond to all issues, enquiries and emergencies.
Process
The process for managing public enquiries is set out in Table 7-3 above.
Response Timeframes
Timeframes for responding to other enquiries is set out in Table 7-4 below.
Table 7-4: Public enquiries response timeframe
Enquiry channel
Written correspondence (letters)
Written correspondence (emails and social media)
0800 project information line calls
Meetings
Response timeframe
Within 5 working days of receipt.
Acknowledged on day of receipt. Resolved within 2 working days unless there are significant claims for damages or escalations due to scale or complexity (e.g. Health and Safety investigation).
Within 2 hours of the same working day during business hours of 8am to 6pm. Within 24 hours for calls received outside of business hours (unless the call relates to an ‘emergency’ situation requiring immediate action).
Response / resolution to be completed within the timeframes agreed in the meeting.
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7.4.3. Complaints
Complaints will be dealt with in a responsive manner so that the complainant feels their concerns are being heard and addressed. This approach as outlined in table 7-5 below, is designed to develop a relationship of trust and reliability between the community and the Link Alliance.
The project will be contactable 24/7 through the Freephone number.
A report detailing complaints and responses will be provided to Auckland Council, if requested.
Requirements
Link Alliance shall ensure that:
The Mt Eden Communications and Engagement Team handles all complaints that arise on the project, and they are tracked through the CRM system. The community is notified of the project contact details through which complaints can be made. This will include the website, works notifications, onsite signage and project publications and newsletters. Link Alliance staff shall be briefed on the complaints process and are prepared to receive complaints through the Freephone number, by email, in writing or through face to face contact.
Complaints process
The process for managing complaints is set out in Table 7-5 below.
Table 7-5: Complaints management process
Stage Description
1
2
3
4
5
6
7 All complaints are forwarded to the Link Alliance Communications and Engagement Manager.
The Link Alliance Communications and Engagement Manager acknowledges the complaint on day of receipt by phone or in writing. If the Communications and Engagement Manager is not available, the Project Manager for the Normanby Road early works, or another member of the project team shall acknowledge the complaint.
The contact details and details of the complaint are entered into the CRM database.
Acknowledgement of a complaint is provided within on day of receipt. However, should the complaint demand a more detailed response, this will be provided within 2 working days or as soon as is practicable.
Note: See the ‘Response time frames’ in Table 7-6 below.
The Link Alliance Communications and Engagement Manager shall work closely with the Project Manager or Construction Manager to resolve complaints. They are proactive in keeping complainants informed of what action is being taken to address their concerns.
If a complaint cannot be resolved within the complaints process timeframe, the complainant is invited to a meeting with the Link Alliance Communications and Engagement Manager and the Project Manager.
All meetings shall be recorded in the CRM database to ensure that a complete record of times dates and location of meetings is maintained.
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8
9 When a complaint is resolved it shall be ‘closed out’ as an action in the CRM.
Each month a record of complaints activity will be reviewed by the Link Alliance Communications and Engagement Manager to check that all actions have been closed out.
Complaints data is reviewed regularly by the Link Alliance Communications and Engagement Manager.
Response timeframes
Timeframes for responding to complaints is set out in Table 7-6 below.
Table 7-6: Response timeframes
Complaint channel
Written correspondence (letters)
Written correspondence (e-mails and social media)
0800 project information line calls
Meetings
Response timeframe
Within 5 working days of receipt.
Acknowledge on day of receipt Resolved within 2 working days unless there are significant claims for damages or escalations due to scale or complexity (e.g. Health and Safety investigation).
Within 2 hours of the same working day during business hours of 7am to 7pm. Within 24 hours for calls received outside of business hours (unless the call relates to an ‘emergency’ situation requiring immediate action).
Response / resolution to be completed within the timeframes agreed in the meeting.
7.4.4. Digital Channels
The CRL Project website is the heart of the project’s communications strategy. It is a ‘one-stop-shop’ for vital and interesting information for both the local community and a wider audience. It will also have links to other Project information including newsletters, FAQs and social media posts.
The Link Alliance shall provide information to the CRLL Communication and Stakeholder Engagement Team that can be used for the CRL website and social as outlined in Table 7-7 below.
Table 7-7: Media channels
Channel Details
Website As the hub of communications for
project information, CRLL’s website provides:
Facility for people to sign up for email updates
Contact email address for public enquiries.
The Freephone number: 0800 CRL TALK (275 8255).
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Information requirements
The Link Alliance Communications and Engagement Team will provide the CRLL Communication and Stakeholder Engagement Team with regular updates about construction progress, works notifications, photography and videography for upload to the CRL website.
Channel Details
DWPs, CEMP and CCP relating to the project.
Information requirements
Social Media CRLL manages Facebook and Instagram accounts for the Project. Link Alliance provides content to CRLL Communications team for sharing on social media channels.
7.4.5. Media
All media enquiries will be channelled through the CRLL Media Manager.
The Link Alliance shall support the CRLL Media Manager in responding to media enquiries as follows:
Reporting to CRLL immediately on any matters which may be contentious or affect the good reputation of CRLL or the project. Providing a very quick turnaround on facts. The Link Alliance Communications and Engagement Manager shall work closely with the CRLL Media Manager to provide technical responses, personnel or material to assist with media enquiries.
As part of the project induction, all Link Alliance staff and subcontractors will be briefed on the process to follow if approached by the media during the early works.
7.5 Managing Crisis and Emergency Situations
The Link Alliance Emergency Response and Incident Management Plan describes how the Link Alliance will manage any emergencies and potential crisis situation.
A crisis or emergency is a potential or actual incident that:
Poses significant harm to people, property, the environment or the local community, and requires assistance from external emergency services agencies.
It is not a small-scale incident that can be managed without the mobilisation of the Incident/ Crisis Management team and without the assistance of external emergency agencies. For example, a first aid injury or small spill.
7.5.1. Requirements
In the event of a crisis or emergency, the Link Alliance shall:
Activate the Emergency Response and Incident Management Plan which details all Health and Safety processes. Guide strategic stakeholder management and communication processes, in line with the Incident Management Frameworks of Link Alliance and CRLL. Support CRLL in responding to the community, the media or the public.
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7.5.2. Emergency contacts
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Table 7-8: Emergency responsibilities contact
Responsibility
Emergency Response Co-ordinator –Normanby Road early works
Crisis/emergency management oversight
Construction management
Health and Safety
Link Alliance Communications
CRLL Communications
Contact
Link Alliance Project Manager for NAL Mt Eden Section - Glen Kirk
Link Alliance Project Director –Francois Dudouit
Link Alliance Construction Manager –Phillipe Begou
Link Alliance Construction Manager for NAL Mt Eden Section –Francois Pageron
Link Alliance Health and Safety Manager –Joseph McArdle
Link Alliance Communications and Engagement Manager –Rachel Blundell
CRL GM Corporate Relations & Communications - Victoria Jessop
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