| Introduction |
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| The following outlines an agreement between Thales Australia and the Navy on the Garden Island Environmental Hotline. |
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| Purpose of Garden Island Environmental Hotline |
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- To make it easier for people to make a complaint
- To ensure that people feel heard
- To meet EPA license conditions and address concerns raised by EPA
- To make it easier for Thales Australia and the Navy to manage complaints and target corrective action
- To help identify major concerns and address these trends/systemic problems in a unified manner
- To develop a whole of Garden Island database
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| Guiding Principles for the GI Environmental Hotline |
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- Every effort will be made to ensure the contact/enquiry is brought to completion/resolved at the first point of contact. The system will aim for at least 80% of enquiries to be resolved (caller feels they have been heard and the matter will be investigated) at first point of contact.
- Adequate information and training will be provided to CHUBB staff to assist them to achieve 80% resolve at first point of contact.
- Thales Australia and the Navy will take responsibility for follow-ups and resolve of the problem-the complainant will not be required to make follow-up calls.
- Thales Australia and the Navy will aim to provide feedback within 24 hours or agreed timeframe in accordance with severity of the problem.
- Thales Australia and the Navy believe that:
- Residents have the right to make complaints and raise concerns;
- Complaints lodged with the hotline will provide an opportunity to improve; and
- Complainants should have a positive experience in making complaints.
- Thales Australia and the Navy have equal access to the data and reports.
- Each party respects the right of Thales Australia/Navy to withhold information that may breach commercially/security sensitive matters.
- Data collected will meet the EPA reporting requirements of Thales Australia related matters.
- Each party will adhere to the protocol of approval for publicly disseminating data.
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| Title of the Hotline |
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| Garden Island Environmental Hotline |
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| Scope of the Hotline |
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- To handle environmental related inquiries/complaints relevant to GI and Fleet Base
- To provide a diverse range of communication options for local residents to lodge concerns about Garden Island i.e. voice & electronic
- There will be four stages to any contact made with the GI Hotline
- Phase 1 - First Contact
- Phase 2 - Investigation
- Phase 3 - Feedback to Contact
- Phase 4 - Report
Thales Australia and the Navy will jointly address phases 1, 3 and 4. How each party manages the investigation is outside the scope of the Hotline.
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