Local Government Charter I Local Government Charter
Foreword Melbourne Water The Local Government Charter captures Melbourne Water s commitment to excellent customer service to councils and their communities. We recognise that councils aim to ensure their communities receive valued, responsive services. We also understand that we contribute to councils ability to achieve that aim with our services and the way we work. By working together well we will make a valued contribution to life and liveability within our region. The Charter establishes expectations for the way we work and standards for how we work together. We appreciate the involvement of the Municipal Association of Victoria and staff of councils across our operating area in the Charter s development. Ben Furmage General Manager, Customer and Strategy Municipal Association of Victoria Almost half Victoria s municipalities, 38, are wholly or partly in Melbourne Water s operating area. 4.5 million people, visitors and future communities benefit from Melbourne Water s services. Our communities expect responsive and accountable services. We believe this is best achieved by a strong relationship between Local Government and Melbourne Water. This Charter builds on the strength of that relationship and sets new expectations for Melbourne Water s services and our work together. I commend Melbourne Water on establishing a Charter and the way it has engaged with Local Government in developing it. Rob Spence Chief Executive Officer 1 Local Government Charter
About this Charter Melbourne Water is committed to strengthening relationships with Local Government, upholding service commitments and improving the way we work with, and alongside, councils. This Charter provides clarity about how Melbourne Water will work with Local Government and outlines standards to support the effective delivery of services to which we are accountable. This Charter sets out: The range of roles and activities undertaken by Melbourne Water and councils in water management Melbourne Water s commitment to how we will work and what we will focus on to improve our services and relationships with Local Government The timeframes for Melbourne Water to respond to service requests from councils 1 Melbourne Water contact details and key contacts for each council Developed in consultation with the Municipal Association of Victoria (MAV) and councils, this Charter has been informed by research into Local Government needs and expectations with input from the Local Government Charter Consultative Panel 2 and key findings from the Local Government Services and Relationship Survey. This Charter and Appendices will not replace any existing agreements and associated reporting obligations currently in place, except where there is clear agreement by all parties to do so. 1 Detailed timeframes for Melbourne Water to respond to various service requests are outlined in Appendix 1. 2 The Local Government Charter Consultative Panel consists of seven councils representing inner and middle urban, interface, rural, growth and coastal councils in the Port Phillip and Westernport Region. In-depth interviews were held with each of the panel member councils and input was also sought on the content and focus for the Charter. 2 Local Government Charter
The roles of Melbourne Water and councils in water management Local Government and Melbourne Water have a long history of working together in the Port Phillip and Westernport Region. We value our work with councils on drainage, flood, stormwater, waterway, and integrated water management (IWM) services. Council assistance is essential for Melbourne Water s planning and delivery of its works program. There are 38 councils within the Port Phillip and Westernport Region. While all councils provide some common services, each is distinct with services seeking to respond to particular local circumstances. Councils typically deliver services in approximately 100 different service areas. Melbourne Water s vision is enhancing life and liveability. We do this by improving the quality of life and prosperity of the region by providing safe, secure and reliable water services. Melbourne Water is committed to working with our partners to maintain Melbourne as the world s most liveable city, supported by healthy waterways and bays. In terms of water management, Melbourne Water and councils work individually and in partnership to deliver services to the community. Table 1 outlines the range of roles and activities of Melbourne Water and councils in different water management areas. Local Government Charter 3
Table 1: Water management roles and activities undertaken by Melbourne Water and councils 3 Service / Activity 4 Melbourne Water Councils Benefits to the community Waterway management Manage the environmental condition of waterways & monitor rivers, creeks & wetlands Support management of the environmental condition of local waterways & manage open space reserves within the waterway corridor to add value to the stream environment Improved environmental condition of Melbourne s waterways & bays to support environmental, social & economic values Drainage management Plan, manage, maintain & renew regional drainage assets Plan, manage, maintain & renew council-owned drainage assets (including managing kerb & channel on local roads) Drainage assets & services planned & managed to agreed service levels Flood risk management Undertake flood modelling & mapping, flood risk assessment & flood mitigation, & support flood education & community awareness initiatives Undertake local flood modelling & mapping, flood risk assessment & flood mitigation, & support flood education & community awareness initiatives Improved community understanding, resilience & reduced risk of flooding Stormwater management Undertake regional stormwater management to improve the quality of stormwater & reduce stormwater flows to improve stream health Undertake local stormwater management to improve the quality of stormwater & reduce stormwater flows especially via stormwater harvesting for irrigation Improved environmental condition of Melbourne s waterways & bays Integrated Water Management (IWM) & Water Sensitive Urban Design (WSUD) Implement IWM & WSUD principles & approaches in capital works & provide technical advice & guidance Implement IWM & WSUD principles & approaches in capital works Sustainably manage water use at council facilities, open space & recreational reserves consistent with efficient water use & IWM principles Greater uptake of IWM & WSUD initiatives to help protect potable water supplies & achieve more efficient water use & water sensitive urban development Strategies & plans Develop & implement regional drainage, stormwater, waterway, IWM & flood management strategies & plans Develop & implement local & precinct drainage, stormwater, IWM & flood management strategies & plans A strategic & planned approach is taken with all dimensions of water management to enhance liveability outcomes 3 The extent to which these roles and activities are undertaken by Melbourne Water or any councils, either individually or in partnership, will vary depending on legislative functions, strategic priorities and funding. 4 Delivery of the services and activities would involve appropriate consultation and assessment of options; costs and benefits; risks and impacts. 4 Local Government Charter
Service / Activity 4 Melbourne Water Councils Benefits to the community Act as a Determining Referral Authority for applications to subdivide land & to undertake land development in areas that have been identified as being subject to flooding (as relates to Melbourne Water assets and waterways) Determine conditions relating to the use or development of a property Responsible Authority for administration of the planning scheme & local planning policy framework Determine conditions relating to the use or development of a property through permit applications & the development approvals process (where Council is the responsible authority) Development is well planned & meets appropriate standards for flood protection, water quality & waterway health Liveability & amenity values of waterway corridors are protected from inappropriate development Provide protection for Melbourne Water infrastructure Plan drainage & stormwater infrastructure & implement Development Services Schemes Plan local drainage & stormwater infrastructure & support implementation of Development Services Schemes Approve developerproposed local drainage & stormwater infrastructure Land use planning Provide and maintain up-to-date Melbourne Water flood data for inclusion into planning schemes Advocate, support & provide advice in relation to strategic land use planning issues, e.g. Waterway Corridor Planning Growth Area Planning Sea level rise & climate change scenarios (storm intensity) Responsible Authority for administration of the planning scheme & local planning policy framework Undertake strategic planning at the local level e.g. Activity Centres, Precinct Plans, Structure Plans, Redevelopment & Infill Planning Act as the planning authority for planning scheme amendments The future use & development of land responds to identified environmental risks & meets appropriate standards for flood protection, water quality & waterway health Liveability & amenity values of waterway corridors are protected from inappropriate development Land leases & licences for Melbourne Water land Administer leases & licences, & issue permits, for access & use of Melbourne Water land Seek access & use of Melbourne Water land for various purposes Access to Melbourne Water land for various recreation, amenity, management & other purposes Environmental water management & diversions Manage environmental flows & access for diverters (for example, irrigators) Access diversions including stormwater harvesting Healthier waterways with environmental flows maintained 4 Delivery of the services and activities would involve appropriate consultation and assessment of options; costs and benefits; risks and impacts. Local Government Charter 5
Service / Activity 4 Melbourne Water Councils Benefits to the community Incident management Partner and provide support in response to emergency incidents, such as floods and waterway pollution, including the provision of information to other authorities with emergency management responsibilities Partner with the Victoria State Emergency Service & other organisations on planning & management of emergencies Improved emergency planning, management & response Information & community education Provide information & education on waterways, stormwater, IWM & flood management Provide information & education on local waterways, stormwater, IWM & flood management Increasing environmental awareness in the community Greater understanding/ appreciation of the environment Increasing community flood preparedness & resilience Enhanced relationships between Melbourne Water and councils will have a positive flow-on effect for local communities, resulting in better outcomes through collaboration, improved efficiencies, reduced disruption in the delivery of programs and works, and enhanced liveability. 4 Delivery of the services and activities would involve appropriate consultation and assessment of options; costs and benefits; risks and impacts. 6 Local Government Charter
Melbourne Water s commitment to Local Government The relationship between Melbourne Water and Local Government relies on mutual and effective communication, collaboration and understanding. In this Charter we have set out what we have heard, how we will work and the priority areas that we will focus on to improve our relationship and performance. What have we heard Through the development of this Charter we have heard that councils are looking for Melbourne Water to improve levels of responsiveness, communication, collaboration, innovation and transparency (see Figure 1 below). Local Government wants us to be: Responsive Transparent Innovative Easy to deal with Melbourne Water needs to: Communicate more frequently & in a more timely fashion Participate with councils as partners & key customers Be more open & transparent in our dealings Provide simplified access, contact & support Better understand council business drivers, priorities & needs Provide more information on works planning & priorities in each municipality & better align with council planning Work with councils to clarify roles & responsibilities (60ha catchment boundary) Local Government Charter 7
How we will work Melbourne Water understands that successfully working together with councils (as well as other partners, stakeholders and customers) is essential to what we do. We are constantly striving to improve our relationships with, and services provided to, all of our partners, stakeholders and customers. Underpinning our working relationship with Local Government is Melbourne Water s commitment to four key principles: Responsiveness we will: Respond to your enquiries and keep you informed on progress in accordance with our contact and service standards (see Response Timeframes and Appendix 1) this includes a timely acknowledgement of receipt of any query or request or other contact and a demonstrated commitment to resolving that query or request within the organisation Seek to resolve issues in the first instance or as quickly as possible Proactively communicate and work collaboratively to address any issues in response to community and media enquiries. Innovation we will: Provide leadership, data sharing and technical expertise on waterway and drainage management, whole-of-catchment flood mapping, WSUD and climate change adaptation Provide you with a greater level of information online about Melbourne Water s assets, land, works and priorities Provide guidance and support to help inform your decisions, such as advice on preparing business cases for Melbourne Water assisted projects or other IWM initiatives. Transparency we will: Provide information and advice in a consistent and timely manner Make consistent decisions and be open and transparent about the decision making process Engage in timely, meaningful, well-targeted consultation and collaboration. Easy to deal with we will: Provide simplified access into Melbourne Water via a dedicated Local Government channel to assist you with general enquiries and direct you to the right person should you be unaware of who to contact Provide councils with a list of key contacts throughout the business who can assist with specialist advice and support (Appendix 2) Provide councils with an overview of Melbourne Water s structure and the roles of different teams (Appendix 3) Respect each other s knowledge and expertise related to stormwater, drainage, waterway and other assets, and existing relationships with stakeholders, including the community. 8 Local Government Charter
What we will work on Based on feedback received, priority areas that Melbourne Water will specifically focus on include: 1. Providing a schedule of planning activities and works programs and undertaking an annual joint planning session with councils To be led by Customer and Strategy 2. Clarifying together with Local Government and relevant agencies roles and responsibilities in relation to the 60ha catchment boundary with a focus on ensuring existing arrangements adequately cater to current requirements To be led by Integrated Planning 3. Improving transparency and collaboration around flood mapping and mitigation programs and improving timeliness in completing and releasing flood mapping To be led by Service Delivery, Service Optimisation and Performance Flood Mapping and Mitigation Team 4. Improving transparency and consistency around our lease and license structure and processing with the development of an improved administration framework To be led by Commercial and Technology Services Group Property Team 5. Improving coordination of maintenance activities with councils, for example, by formalising maintenance agreements and sharing knowledge to obtain better outcomes To be led by Service Delivery, Waterways and Land Group 6. Consulting with councils before key development decisions are made, for example, on joint assets, offsets and flagship projects To be led by Service Delivery, Waterways and Land Group Development Services 7. Working collaboratively with other agencies and councils to plan for sea level rise and climate change To be led by Integrated Planning Note the structure and roles of Melbourne Water s groups and teams that will lead these priority areas are outlined in Appendix 3. Local Government Charter 9
Response timeframes We are committed to communicating in a timely manner and being as responsive as possible to issues and concerns raised by councils. For general enquiries, Melbourne Water will respond in the timeframes set out in Table 2. Additional response timeframes to various service requests are outlined in Appendix 1. Melbourne Water will monitor and measure its performance in relation to these timeframes. Table 2: Response timeframe for general enquiries Response types Time (Business Days) Telephone messages: 1 Email or written correspondence acknowledgment * & receipt: Updates on progress / investigation: Dispute / complaints resolution: 2 3, or as mutually agreed 10, or as mutually agreed * With initial consideration of issues, next steps and response timeframes Some matters are governed by statutory response timeframes and we will strive to meet those timeframes in each case. More complex requests or investigations will be assessed on a case-by-case basis. Managing differences Melbourne Water will work cooperatively and constructively with Local Government to honour this Charter. In the event of any dispute or complaint, Melbourne Water will in the first instance seek to resolve any differences with the relevant council to ensure they are provided with the service consistent with this Charter. Following initial correspondence and discussions, Melbourne Water will meet with the council and work towards an agreed resolution. If council is still dissatisfied, the matter will be dealt in accordance with Melbourne Water s Complaints Resolution Policy and senior levels of management will be engaged to oversee a review of the dispute and develop an agreed course of action. 10 Local Government Charter
Monitoring and review Melbourne Water will continue to improve our systems to better monitor and report on our performance. We will report every quarter on our performance against the service standards and on progress against the priority areas that we have identified for addressing. This information will be available on Melbourne Water s website melbournewater.com.au/localgovernment This Charter will be reviewed annually, in consultation with Local Government, to evaluate its effectiveness. Contact information To improve our customer experience, Melbourne Water has a dedicated phone option and email address for Local Government: 131 722 press Option 2 local.government@melbournewater.com.au We understand the value and importance of personal relationships between councils and Melbourne Water, and encourage continuation of such arrangements on a day to day basis. Local Government Charter 11
Appendix 1: Service standards Services Common types of requests Maximum response times (days) General Enquiries General local council enquiry (e.g. Asset ownership, developments activities, wetlands, waterways, etc.) Media enquiries from Council (Requests) 1 day for acknowledgement of request if required & onsite inspection will be conducted within a week Follow up within 2 days of inspection 1 day Incentives, Grants & Sponsorship Environmental & Community Sponsorship Living Rivers Program Corridors of Green Access to Melbourne Water land for community benefit Program is opened annually for a 4 week period Notify of outcome within 4 weeks of closing date Applications open all year Notify of outcome within 4 weeks of receiving application 28 day assessment period & notification of outcome Negotiation after Capacity Building, Education & Tours Clearwater request for information / training etc. Education & Tours Enquiry Waterwatch Program Request SES Floodsafe / Stormsafe partnerships Incident Response & Management Flood events Provision of rainfall data (post flood) Post flood investigation request & report Pollution (sewerage / chemicals) Public health (fauna i.e. dead animals) Fire response & management Blue / Green algae Asset Failure (i.e. open pit, bank failure etc.) Same day depending on severity 10 days Assessment on a by case by case basis Updates on an agreed time frame Same day Same day Same day notification (reciprocal for both parties) Same day Same day notification (reciprocal for both parties) Statutory & Regulatory Enquires Enforcement of Breach Request (waterways / e-flows / flood plain encroachment / Melbourne Water assets-land) Inspection in a week Follow up within 2 days of inspection 12 Local Government Charter
Services Common types of requests Maximum response times (days) Operations & Maintenance Drainage Maintenance Request Land Management Request (Grass Cutting, Litter Dumping, Rubbish Removal) 2 days for acknowledgement of request Inspection within a week Follow up within 2 days of inspection 2 days for acknowledgement of request Inspection within a week Follow up within 2 days of inspection Applications Land Licences & Leases Take & Use (Diversions) Licence 28 day assessment period & notification of outcome Negotiation after 60 days assessment period & notification of outcome Applications & Approvals for development impacting existing assets Assets Access (permit to works, etc.) Build overs Stormwater Connections Utilities Installations (i.e. power supply) Shared Pathway application Fencing (half share) Right of way requests Pedestrian & road crossings (bridges & culverts) Jetty Build / Fishing Platforms / Construction Landscaping / Revegetation / Tree planting Waterway protection work / erosion control Improvements on Melbourne Water land (i.e. sports ground, pavilion) 10 days & Land Use Planning Pre-development advice & specifications (feasibility) Statutory planning referrals Provision of scheme plans Section 173 Agreements Certification of plan Design certification functional design comments & acceptance Stormwater quality offsets Planning scheme amendment requests initiated by Council (e.g. intro of new overlays etc.) Flood Level (e-flood) Flood levels (building regulations 802) 7 days 21 days 14 days Within timeframe specified by council 14 days Local Government Charter 13
Services Common types of requests Maximum response times (days) Development Capital Works Assessments Inspection after request Practical Completion documentation Detailed design comments & acceptance Maintenance Agreement Endorsement of maintenance agreement once content has been agreed to by Melbourne Water & Local Council Calculation of Reimbursements 14 days 14 days 21 days Maintenance responsibilities between Melbourne Water & Council agreed prior to the completion of detail design of joint assets 21 days 14 days Other Services Planning development & advice Strategy, Policy, & Standards Technical & Specialist Advice Digital data transfers & data licenses Assessment on a by case by case basis Updates on an agreed time frame Assessment on a by case by case basis Updates on an agreed time frame Assessment on a by case by case basis Updates on an agreed time frame Yearly data exchange with council under existing data exchange agreement Additional request: Assessment on a by case by case basis Agreed time frame to provide data 14 Local Government Charter
Appendix 2: Key Melbourne Water Contacts This appendix contains key Melbourne Water contacts by council municipality. Our contact list will be updated twice a year. The most up to date contact list is located on Melbourne Water s website melbournewater.com.au/localgovernment Parts of our executive level structure with key business groups and teams of interest to Local Government is outlined in Appendix 3. Key contacts via council As of February 2018 COUNCIL NAME SERVICE DELIVERY GROUP INTEGRATED PLANNING GROUP Regional Services Development Services Catchment and Water Quality Responsible for: River health improvement programs & grants Maintenance Low risk capital projects The Development Planning Team is responsible for: Services schemes in Greenfield Areas The Team is responsible for: Enquiries within established areas Responsible for: Improving local government capacity to manage urban stormwater Stormwater grants (Living Rivers Program) Banyule Bass Coast Sarah Eggleton South East Region Westernport & Mornington Peninsula Baw Baw Sarah Eggleton South East Region Westernport & Mornington Peninsula Bayside David Voce South East Region Dandenong and Bayside Boroondara Brimbank Jesse Barrett West Region Maribyrnong Cardinia Sarah Eggleton South East Region Westernport & Mornington Peninsula Local Government Charter 15
COUNCIL NAME SERVICE DELIVERY GROUP INTEGRATED PLANNING GROUP Regional Services Development Services Catchment and Water Quality Responsible for: River health improvement programs & grants Maintenance Low risk capital projects The Development Planning Team is responsible for: Services schemes in Greenfield Areas The Team is responsible for: Enquiries within established areas Responsible for: Improving local government capacity to manage urban stormwater Stormwater grants (Living Rivers Program) Casey David Voce South East Region Dandenong and Bayside Darebin Frankston Sarah Eggleton South East Region Westernport & Mornington Peninsula Glen Eira Greater Dandenong David Voce South East Region Dandenong and Bayside Greater Geelong Ben English West Region Werribee Hobsons Bay Ben English West Region Werribee Hume City Jesse Barrett West Region Maribyrnong Kingston David Voce South East Region Dandenong and Bayside Knox David Voce South East Region Dandenong and Bayside 16 Local Government Charter
COUNCIL NAME SERVICE DELIVERY GROUP INTEGRATED PLANNING GROUP Regional Services Development Services Catchment and Water Quality Responsible for: River health improvement programs & grants Maintenance Low risk capital projects The Development Planning Team is responsible for: Services schemes in Greenfield Areas The Team is responsible for: Enquiries within established areas Responsible for: Improving local government capacity to manage urban stormwater Stormwater grants (Living Rivers Program) Macedon Ranges Jesse Barrett West Region Maribyrnong Manningham Maribyrnong Jesse Barrett, West Region Maribyrnong Maroondah Melbourne Melton Ben English West Region Werribee Mitchell Jesse Barrett West Region Maribyrnong Monash David Voce South East Region Dandenong and Bayside Moonee Valley Jesse Barrett West Region Maribyrnong Moorabool Ben English West Region Werribee Moreland Jesse Barrett West Region Maribyrnong Local Government Charter 17
COUNCIL NAME SERVICE DELIVERY GROUP INTEGRATED PLANNING GROUP Regional Services Development Services Catchment and Water Quality Responsible for: River health improvement programs & grants Maintenance Low risk capital projects The Development Planning Team is responsible for: Services schemes in Greenfield Areas The Team is responsible for: Enquiries within established areas Responsible for: Improving local government capacity to manage urban stormwater Stormwater grants (Living Rivers Program) Mornington Peninsula Sarah Eggleton South East Region Westernport & Mornington Peninsula Nillumbik Port Phillip David Voce South East Region Dandenong and Bayside South Gippsland Sarah Eggleton South East Region Westernport & Mornington Peninsula Stonnington Whitehorse Whittlesea Wyndham Ben English West Region Werribee Yarra Yarra Ranges Steve Hosking North East Region Upper Yarra Rafaella Arico 18 Local Government Charter
Additional key contacts via activity across all councils As of 1 March 2016 Group Team Responsible for Key Contact Service Delivery Waterways and Land Investigations Flood investigations & flooding advice for developments Keith Boniface Team Leader Service Delivery Waterways and Land Diversions Licensing water extractions Licensing works (dams & pumps etc) Steve Hosking North East Region Upper Yarra Licensing stormwater harvesting Service Delivery Service Optimisation and Performance Flood Mapping & Mitigation Flood mapping Flood mitigation projects Ruwan Jayasinghe Team Leader Integrated Planning Land Use Planning Strategic land use planning issues Waterway Corridor Planning Growth Area Planning Inclusion of Melbourne Water flood data into municipal planning schemes Bruce Rush Principal Integrated Planning Liveability Make our spaces available for community access & use Coordinating our current & future open space for shared use Providing liveability, technical advice & information Virginia Harris Team Leader Integrated Planning Water Planning Integrated planning of regional whole of water cycle strategies Redevelopment Belinda Lovell Team Leader West & North Sridevi Patnaikuni Team Leader City & South East Commercial and Technology Services Leases & Licences Melbourne Water land in relation to Lease & Licence agreements Rebecca Clancy Team Leader Long & short term use / occupation Customer and Strategy Clearwater Capacity building programs for whole-of-water-cycle management practices & approaches Clearwater team info@clearwater.asn.au Local Government Charter 19
Appendix 3: Melbourne Water s executive level structure This organisation chart outlines parts of our executive level structure with key business groups and teams of interest to Local Government. The most up to date version is located on Melbourne Water s website melbournewater.com.au/localgovernment As of February 2018 General Manager Customer & Strategy Gavan O Neill General Manager Integrated Planning Chris Williams General Manager Asset Management Services Gerald Fitzgibbon Executive General Manager Service Delivery Charmaine Quick General Manager Wholesale Services Craig Dixon Managing Director Michael Wandmaker General Manager People & Capability Linda Heron General Manager Waterways & Land Tim Wood General Manager Safety David Tregoweth General Manager Major Program Delivery Eamonn Kelly Chief Financial Officer Anthony O'Shannessy Chief Technology Officer Geoff Purcell 20 Local Government Charter
Melbourne Water 990 La Trobe Street Docklands, Victoria 3008 PO Box 4342 Melbourne, Victoria, 3001 Telephone 131 722 Fax 03 9679 7499 melbournewater.com.au Copyright March 2016 Melbourne Water Corporation All rights reserved. No part of this document may be reproduced, stored in a retrieval system, photocopied or otherwise dealt with without prior written permission of Melbourne Water Corporation. Disclaimer: This publication maybe of assistance to you but Melbourne Water and its employees do not guarantee that the publication is without flaw of any kind or is wholly appropriate for your particular purposes and therefore disclaims all liability for any error, loss or otherwise consequence which may arise from you relying on any information in this publication. 21 Local Government Charter