7. Protocols, processes and contact details

7.1 Community and Businesses Liaison Groups

The establishment of a Community and Business Liaison Group (CLG) is one of the key consultation tools required by the designation and resource consent conditions for the CRL. The CLG is a key mechanism for reflecting community concern and interest and communicating the programme to the community’s most affected parties.

A CLG has been established for the Mt Eden area. CRLL has been holding CLG meetings throughout the development of the DWPs and MPs and the Link Alliance will continue to do so at least quarterly during construction of the Project (unless otherwise agreed).

7.1.1. Mt Eden CLG purpose

The purpose of the Mt Eden CLG is to:

Provide the CLG with regular updates on works progress, construction activities, including any significant changes or milestones and the management of potential adverse construction effects. Ensure that community interests are identified and recognised through the construction process so that construction impacts/disruption can be minimised as practicable and community safety can be appropriately managed. Provide feedback on the development of the CEMP and sub-plans. Monitor the effects of construction works on the community by providing a regular forum through which feedback can be provided to the Link Alliance. Provide opportunities for concerns and issues to be raised and responded by the Link Alliance. Propose initiatives regarding the interim use of properties including vacant land acquired for the construction of CRL.

7.1.2. 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 below.

Table 7-1: CLG meetings coordination

Stage Description

1 Link Alliance Communications staff will liaise with the Mt Eden CLG members regarding meeting dates and venues. The venue is always at a local venue.

2 Link Alliance Stakeholder and Communications Manager provides input, as required.

3 Link Alliance Communications staff will take notes and carry out actions required.

4 Link Alliance Communications staff will keep a record of the meetings (including attendance).

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 Stakeholder and affected people

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. A number of the stakeholders identified in the designation and resource consent conditions are not relevant to the Mt Eden Enabling Works, given its extent and location.

A full list of these parties for the Project is provided in Appendix C and detailed in the Engagement Map provided at Appendix B.

7.2.1. Pre-construction engagement

The Link Alliance has undertaken pre-construction communication and consultation with a range of stakeholders directly and affected in proximity parties, during the preparation of the CEMP, DWPs and MPs.

The following DWPs are required under the CRL designation conditions:

Construction Environmental Management Plan* Communication and Consultation Plan* Transport, Access and Parking DWP Construction Noise and Vibration DWP (including Site Specific Construction Noise and Vibration Management Plans) Social Impact and Business Disruption DWP Historic Character DWP (comprising Built Heritage and Archaeology sections) Trees and Vegetation DWP Contamination DWP* Air Quality DWP*

The following MPs are required under the A2N resource consent conditions:

Construction Environmental Management Plan* Communication and Consultation Plan* Erosion and Sediment Control Plan Groundwater and Settlement Monitoring and Contingency Plan Contaminated Soils Management Plan* Air Quality Management Plan*

* Note: For these plans, which are required under both the CRL designation and A2N resource consent conditions, one combined plan has been prepared to satisfy both the resource consents and designation conditions.

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 was sought in accordance with the CRL designation and A2N resource consent conditions. Feedback is captured in an appendix that is attached to the respective plans, along with the Link Alliance’s response to the feedback.

7.2.1. Construction phase engagement

The Link Alliance is required to monitor the enabling 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.

The ‘Communication Tools’ detailed in Section 6.2 above provide a framework to continue to proactively communicate with stakeholders and the adjacent community during the enabling works period. In addition to the general communication and consultation protocols which will be implemented during the works, the following sections outline the stakeholder specific protocols which are to be implemented.

7.2.2. Permit to Notify

When the construction team is planning works that will impact on particular persons or businesses, including but not limited to exceedance of the Project noise limits, the construction team is required to inform the Link Alliance Stakeholder and Communications Manager in advance. This will ensure timely preparation of construction notifications, with the affected persons or businesses being notified at least 24 hours in advance.

A Permit to Notify (PTN) will be used to facilitate approval for works that are likely to have an impact on the adjacent community. This provides a way to activate communication about potential impacts on affected parties and ensures that notification timeframes will be met, and advanced warning provided. The Permit to Notify process is set out in Table 7-2.

Table 7-2: Permit to Notify process

Stage Responsibility

1 Link Alliance construction team members

2 Mt Eden Station Construction Manager

3 Link Alliance Communications and Engagement Manager

4 Link Alliance Communications and Engagement Manager Description

Submit a Permit to Notify (PTN) to the Link Alliance Communications and Engagement Manager in advance of the works. The PTN will include: o identification of scheduled works; and o 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 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

Communicates by appropriate mechanism (email, phone, or face to face communication) to building owners, tenants/businesses and Body Corporate representatives of the date, time in advance of the works.

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 Ngāti Tamaoho

The Mana Whenua forum will be managed by CRLL and will continue to address matters such as:

CEMP and DWPs. Archaeology, including assistance with discovery protocols. Koiwi and artefact discovery. Cultural induction for contractors. Cultural monitoring. Ongoing provision of mātauranga Māori input.

During construction works the Link Alliance shall:

Attend the hui arranged by CRLL as required.

Follow the protocols for recovery and preservation of artefacts, koiwi, and other items of

interest to Maori discovered during enabling works. These protocols are identified in the

Project Historic Character Delivery Work Plan (Archaeology Section) at Appendix G of the CEMP and in the Archaeological Authority 3 granted for the CRL Aotea to Maungawhau (Mt

Eden) construction works. Ensure that all project staff are given a cultural induction, in accordance with iwi guidelines.

7.2.4. Network Utility Operators

Ongoing communication and consultation will be undertaken with NUOs during enabling works as follows.

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.

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If the change cannot be agreed on-site, then a meeting will be held between Link Alliance and the relevant NUO Project Manager 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 enabling 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 enabling works (particularly in the case of maintenance and urgent repair works).

Supplementary authorisations

Depending on the circumstances, the relevant NUO or CRLL will identify what authorisations are required and consider:

If the proposed utility works are not related to the 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 enabling works in the Project area, then the CRLL Utilities Manager and 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. CRLL will be 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 network utility operators is:

Upcoming inspection, testing, and commissioning works will be identified at weekly meetings between CRLL, 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 CRLL Utilities Manager (or delegate) and 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 Mt Eden Enabling 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 CRLL, the Link Alliance and the NUOs. The purpose of the weekly meetings when utility works are progressing is to plan in greater detail for upcoming utility works in conjunction with other aspects of the Project works –e.g. temporary traffic management.

Review of Management Plans

The CEMP, DWPs and MPs for the Project will be reviewed at least annually, or as a result of a material change to the Project, 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 unresolved complaints relating to the utilities aspect of the Project.

Emergency services

The Link Alliance will undertake consultation with Fire, Police and Ambulance regarding their specific operational requirements in relation to the Project. This will include information on the location, timing and duration of enabling works (particularly in relation to road lane reductions and/or closures, alternative routes and detours) and consultation in advance of the commencement of construction works.

The Transport, Access and Parking DWP at Appendix J of the CEMP states that the Project will not impede emergency service access to properties. New Zealand Police, New Zealand Fire Service and St Johns Ambulance will be consulted with in terms in the reduced traffic capacity in vicinity of the works.

7.2.5. Heritage

In addition to engagement undertaken with HNZPT outlined in Section 6.4.7 of this CCP, the Link Alliance has engaged with the Auckland Council Cultural Heritage Implementation Team Leader regarding the preparation of the Archaeology section of the Historic Character DWP and the Auckland Council Heritage Unit (Built Heritage and Implementation) during the preparation of the Built Heritage section of the Historic Character DWP. Engagement with these parties will remain ongoing during the enabling works in relation to matters such as construction progress and any unexpected archaeology or built heritage finds during the enabling works.

In relation to engagement on heritage related matters during the enabling works, the Link Alliance shall:

Communicate information on any archaeological discoveries during the course of works to the Auckland Council Heritage Unit, HNZPT and mana whenua. Contact HNZPT, iwi and the police in the occurrence that koiwi (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 findings and monitoring.

7.2.6. Auckland Transport

As outlined in Section 6 of this CCP, the Link Alliance will consult with Auckland Transport. This will include information on the location, timing and duration of the 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 D of the CEMP) for further details on engagement with Auckland Transport.

7.2.7. CEMP and sub-plan reviews

In accordance with the designation and resource consent conditions, the CEMP, DWPs and MPs shall be reviewed at least annually or as a result of a material change to the works, to address unforeseen adverse effects arising from construction or unresolved complaints. The Link Alliance shall notify any parties affected by the review and 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.

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 enabling works timing and methodology), with any Notable Noise and Vibration Receivers located within 100 metres of the designation footprint. Further details of the consultation with notable receivers will be contained within the Construction Noise and Vibration (including Site Specific Construction Noise and Vibration Management Plans).

7.4 Public engagement

7.4.1. Public enquiries

Email addresses for public enquiries in relation to the Mt Eden Enabling Works are as follows:

MtEden@linkalliance.co.nz - in relation to Mt Eden Station construction works; and info@cityraillink.govt.nz - in relation to the wider CRL Project (any queries in relation to the Mt Eden Station construction works will be forwarded through to the Link Alliance email).

Access to a member of the Link Alliance will also be available 24 hours a day, 7 days a week at the Freephone number: 0800 CRL TALK (275 8255)

This number will be promoted to directly affected and affected in proximity parties and stakeholders before enabling works commences. This number will feature on all project signage, communication material, Project, CRLL website and other collateral.

Requirements

The Link Alliance is required to:

Identify the Freephone number on all project advertising and collateral. Allocate a team member responsible for answering the Freephone at all times. They must be able to 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 Description

1 The Link Alliance team member receives an enquiry or complaint.

2 The communication 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 related to CRL works outside the Link Alliance scope.

3 The Link Alliance Communications and Engagement Manager responds in writing to the communication team member as quickly as possible.

4 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.

5 The Link Alliance team member determines whether the enquirer is satisfied with the response, including any mitigation action taken if it is a complaint.

6 The Link Alliance team member responds with further information or action as required.

7 For construction related complaints, the Link Alliance team member in consultation with the Link Alliance Communications and Engagement Manager and the Mt Eden Station Project Manager determines 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.

8 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 is required to ensure that the Project team is well briefed to respond to any enquiries, and site supervision is present on site during working hours and is able to actively respond to all issues, enquiries and emergencies.

The process for managing other enquiries is consistent with that 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.

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 is designed to develop a relationship of trust and reliability between the community, the Link Alliance and CRLL.

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 is required to ensure that:

Link Alliance Stakeholder and Communications Manager handles all complaints that arise on the project, and they are tracked by the Link Alliance through the CRM system. The community is notified of the project contact details through which complaints can be made. This will include the website, notifications, onsite signage and Project publications and newsletters. Link Alliance staff are 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 All complaints are forwarded to the Link Alliance Communications and Engagement Manager.

2 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 Link Alliance Mt Eden Station Project Manager or another member of the project team shall acknowledge the complaint.

3 The contact details and details of the complaint are entered into the CRM database.

4 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 timeframes’ in Table 7-6 below.

5 The Link Alliance Communications and Engagement Manager (or their delegated nominee) shall work closely with the Link Alliance Mt Eden Station 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.

6 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 Mt Eden Station Project Manager (or their delegated nominees).

7 All meetings shall be recorded in the CRM database to ensure that a complete record of times dates and location of meetings is maintained.

8 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.

9 Complaints data is reviewed regularly by the Link Alliance Communications and Engagement Manager.

Response timeframes

The 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 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).

Meetings Response timeframe

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 CRL project information including newsletters, FAQs and social media posts.

The Link Alliance shall provide information to the CRLL Communications Team that can be used for the CRL website and social as outlined in Table 7-7 below.

Table 7-7: Media channels

Channel

Website

Social Media Details Information requirements

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). • DWPs, CEMP and CCP relating to the project. CRLL manages Facebook, Instagram, LinkedIn and YouTube accounts for the Project. The Link Alliance Communications and Engagement Manager will provide the CRLL Communications Team with regular updates about construction progress, works notifications, photography and videography for upload to the CRL website.

CRLL Communications Team responsibility –information for regular social media updates.

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 enabling 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 is required to:

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. Alliance shall support CRLL in responding to the community, the media or the public

7.5.2. Emergency contacts

Persons with responsibility to be contacted in the event of a crisis or emergency are set out in Table 7-8 below.

Table 7-8: Emergency responsibilities contact

Responsibility Contact

Emergency Response Co-ordinator –Mt Eden Station Link Alliance Mt Eden Station Project Manager –Thibaut L’Hopital

Crisis/emergency management oversight Link Alliance Project Director –Francois Dudouit

Construction management Link Alliance Construction Manager –Phillipe Begou Link Alliance Mt Eden Station Construction Manager –David Harris

Health and Safety Link Alliance Health and Safety Manager –Joseph McArdle

Link Alliance Communications Link Alliance Communications and Engagement Manager –Rachel Blundell

CRLL Communications CRLL GM Corporate Relations & Communications - Victoria Jessop