Often it is the little things, like the core corporate philosophy, that are the difference between an organisation that functions well and one the fails no matter what is tried.

Late last year GCC received a simple request from a resident through our Fix My Street service. It was a simple request to replace a missing bollard that was allowing people to shortcut and thereby endangering local children at play. We passed it on to the TaMS City Rangers. The response we got was a “not our problem – go contact the other people” hospital pass.

It caught me on a bad day and I passed it straight to Chief (and TaMS) Minister Jon Stanhope, making it clear what I thought of the lack of a proactive attitude in TaMS.

For your reading pleasure, the full correspondence follows.

The original request:

Title: The park's being used as a vehicle shortcut!

There has been a post missing for a considerable period (>8 months) from the barrier fence adjacent to Carpentaria St, bordering the open space at the eastern end of Wannon Lane (ie Corner of Mapleton Ave and Horse Park Drive in Harrison). The post was obviously pushed over by a vehicle and has been used to provide a shortcut for those too lazy to drive around, either late at night or during the daytime when I've not been around to see them. I've been increasingly disturbed as some local young children use this open space as a play area, quite reasonably, and the possibility of an accident happening when it's being used as a vehicular thoroughfare is a possibility. Additionally, it appears that considerable compaction of the ground is occuring, and as there is no landscaping or tree plantings on this open space (which is inconsistent with other open areas across Harrison), nothing impedes vehicles from using the space as a shortcut.
I appreciate any assistance with this matter.

The GCC request:

GCC has received the following complaint from a Harrison resident. Could you please arrange replacement of the missing bollard, or redirect this message to the appropriate area if not Rangers?
An update of progress would be appreciated. Thanks.

The TaMS response:

Harrison is still under the developers’ contract so this request needs to be forwarded to the correct company for action. You can contact the Land Development Agency to find out the details on 6205 0600, www.lda.act.gov.au. Unfortunately we do not have an email address for these issues. I hope this information is of assistance.

Our message to the Chief Minister:

Dear Chief Minister

Below you will find a perfect example of the sort of woeful run-around residents often get from TAMS when trying to get simple things fixed.

The Municipal Services Team doesn't have a contact in the LDA for following up issues when an area is still under developer's maintenance??

Did this George O'Neill stop to think that typing his brush-off email took about the same time as making his suggested call to LDA would have had he just done the right thing by the resident and made the call himself??

I think this case is symptomatic of a more far-reaching problem with many ACT Government staff. How many staff drive daily over potholes or past damaged signs without reporting them? How many others try to put off residents instead of taking ownership of issues and getting them fixed? Many staff talk about people making complaints. In my experience the best way to make complaints go away is to fix the cause of them.

John Stanhope’s response:

I am advised by Canberra Connect as the area responsible for logging municipal matter that the service received on this occasion did not meet the required standard expected by Canberra Connect of its customer service representatives.

This matter has enabled Canberra Connect to review internal procedures to ensure that future enquiries of this nature are completed without the need for residents to call or email again.

A good outcome. Thank you for pursuing it Mr Stanhope.