6
Communication
6.1
Communication Overview
Communication with Project stakeholders in relation to construction noise and vibration impacts is described in Section 8.2 of the Project Communication and Consultation Plan. A summary of communication with sensitive receivers will be maintained in Appendix E of this CNV DWP, including a clear explanation of where any comments from sensitive receivers have not been incorporated, and the reasons why not, as well as any outstanding issues or disputes.
6.2
Complaints response
The Project Hotline (0800 CRL TALK) will be clearly included in any written Project notifications and on Project signage located in proximity to the Project area. Any construction noise or vibration complaints received by the Project Hotline will be recorded in a complaints file, and an investigation will be undertaken as outlined in Section 5.3.1 of the CEMP and the Project Communication and Consultation Plan. The investigation will involve the following: •
Identification of sources of concern, and measuring or estimating noise and/or vibration levels at the time of the complaint.
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Acknowledge receipt of the concern or complaint. An initial response shall be undertaken within 24 hours of receiving a complaint, and resolved as soon practicable. If a reasonable complaint relates to building damage or sleep disturbance, inform the on-duty site manager as soon as practicable to cease works pending the investigation (refer Section 7.4).
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Reporting the findings and recommendations.
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Actions and time taken to close-out complaint.
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Communication with the complainant.
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Reporting of the investigation in the complaints file.
A record of all concerns and / or complaints received will include, where applicable: •
The name of the person(s) who raised the concern or complaint (unless they elect not to provide this) and details of the concern or complaint.
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Weather conditions at the time of the concern or complaint, including wind direction and cloud cover if the complaint relates to noise.
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Known construction activities at the time and in the vicinity of the complainant during the concern or complaint period.
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Remedial actions undertaken (if any) and the outcome of these, including additional construction noise or vibration monitoring of the activity.