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Whitehaven Coal Limited : Annual Report 2013
63 Whitehaven Coal Limited Annual Report 2013 6.6 COMPLAINTS Overview Whitehaven has an easily accessible complaints process with all details outlined in site-speci c newsletters, through advertising in local newspapers, and the Company's website. www.whitehavencoal.com.au There were 150 complaints during FY2013 across Whitehaven's operations, relating to a wide range of matters including dust, noise, blasting, tra c and others. On a site-by-site basis, complaint numbers were as follows:- Narrabri -- 13 (12 dust, 1 rubbish on side roads) Tarrawonga -- 35 (24 dust, 2 blast, 1 water discharge, 5 tra c, 1 lights, 2 noise) Werris Creek -- 53 (12 noise, 13 dust, 4 lights, 18 blast, 2 water discharge, 1 clearing, 3 odour) Rocglen -- 9 (3 noise, 2 dust, 1 blast, 1 feral animals, 1 stock, 1 water) Sunnyside -- 1 (1 tra c) CHPP -- 39 (37 noise, 2 tra c) The number of complaints is consistent with the previous year, however the proportions related to sites have changed, with Narrabri complaints up 100%, Tarrawonga complaints relatively unchanged, Werris Creek complaints down 40%, Rocglen complaints unchanged, Sunnyside complaints down 200% and CHPP complaints up 500%. Whilst Narrabri complaints were up 100%, all but two complaints were from one person. In terms of the substantial increase in complaints at the CHPP, these complaints were from two people, one of which Whitehaven has acquired his property. Whitehaven treats each complaint seriously and responds direct to the complainant within 24 hours of a complaint being received. All complaints are investigated to ascertain the cause of a complaint and identify any measures that can be engaged to rectify the situation. A complaints record is retained for each site identifying the complaint, action taken in response to the complaint and when that action has been completed. 6 Communities
Annual Report 2012