FAQ
Why do Neutrog have a Community Portal?
Neutrog set up this Community Portal to be a central resource for people to engage with us about our operations, particularly as they relate to the areas of Kanmantoo and Callington. The Community Feedback Form on the Portal provides a means for information to be shared with us in a timely manner, allowing us to align that feedback with any operations being carried on at the time. We encourage our community to use this site and share with us if there is additional information that would be helpful.
What happens when a Community Feedback Form is completed?
Once a Form is filled out, it is received by the Community team as an email, you will receive an automatic receipt notification advising that your email has been received. This is then reviewed and forwarded to the managers/supervisors in the relevant areas and actions taken if appropriate. These reports are also collated and reviewed by the management team on a weekly basis.
Should I send feedback to Neutrog or to the EPA?
The Environment Protection Authority (EPA) can receive feedback from the community about our operations (and have done over an extended period) and the Community Feedback Form includes all the fields that the EPA use on their own site.
It’s important to consider that in identifying the function or event that has generated the feedback – time is of the essence. By lodging the feedback to us directly, using this portal, it helps reduce the amount of time between feedback and action.
When feedback is received, it quickly makes its way to our onsite team, so we can investigate further.
We are required under our EPA licence to keep a record of community feedback, which must be supplied to the EPA if requested.
Who are DemocracyCo?
DemocracyCo have been employed by Neutrog to provide expert advice and impartial facilitation of the Community Engagement Action Plan. To find out more about DemocracyCo, please go to www.democracyco.com.au
What is a Community Reference Panel?
The Community Reference Panel is a representative group who have been selected to provide feedback to Neutrog on an ongoing basis about our day-to-day operations and future plans. The Panel play a key role in helping us to continue to bring value to the community, while also finding a way to operate respectfully and sustainably in proximity to a regional area with a close-knit residential community.
The Panel is independently facilitated by DemocracyCo and reports are published (on this site) after each session for the wider community to review.
Can I join the Community Reference Panel?
Once the Community Reference Panel is formed, this group work together for an extended period to form relationships with one another and Neutrog.
Periodically, new members of the Panel may be recruited and if you are interested in being involved, we invite you to register your interest with DemocracyCo.
To keep up to date with what happens in Community Reference Panel sessions, please check back on this site for Reports which will be published after the Panel meets.
What is Neutrog's Communication and Community Response Policy?
Neutrog will adhere to the following guidelines when responding to communication from the local Community:
- Acknowledge receipt of written communication and phone calls within 24 hours for those enquiries received between 9am and 5pm Monday to Thursday and within 72 hours for those enquiries received between 9am Friday and 5pm Sunday.
- Acknowledge receipt of SMS messages on the Community mobile phone as they are received, within reasonable hours.
- All interaction with the Community will be documented.
- Feedback Reports placed through the Community Portal will receive an immediate, system generated reply to acknowledge they have been received. Further contact will be made by Neutrog within 72 hours for those Feedback Reports that require further clarification information. Upon receipt, Feedback Reports are immediately forwarded to a staff member for review.
All communication, must conducted in accordance with Neutrog’s Community Communication Guidelines.
Community Communication Guidelines
Neutrog invite an open flow of communication with the local Community.
We welcome questions, input and feedback relating to any Neutrog operations by all interested parties.
Neutrog will respond to any incoming communication, within seven (7) working days.
To ensure the welfare of our staff and community, we expect that all communication is conducted in an appropriate way, is constructive and respectful. Communication, via any form, that contains offensive language, is considered abusive, discriminatory or derogatory, will not be tolerated. In the unfortunate event that the above does occur, a single response, confirming our Community Communication Guidelines will be shared, and should the inappropriate communication continue, we reserve the right to not respond, nor record this as valid feedback.
Escalation
Any incoming Community communication that cannot be received and resolved by the relevant department, will be escalated to the Manager of the appropriate team for action.
Policy Evaluation
This policy will be evaluated by the Neutrog Management team every two years.
Due Date for Review
Due for review in February 2027.