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Corporate Policies

The Sydney Harbour Federation Trust has developed policies to guide its work and interaction with the community.

Freedom of Information
Web Privacy
Formal Complaints Process
Sustainability

 

FREEDOM OF INFORMATION

The Freedom of Information Act 1982 gives everyone the right of access to documents held by Federal Government agencies, subject to certain exemptions. (View the full act on the Australasian Legal Information Institute website)

The Sydney Harbour Federation Trust holds information in the following categories:

• administration matters including personnel and recruitment, accounts, purchasing and registers;
• planning, architecture and environmental matters including reports and studies commissioned by the Harbour Trust, research, drawings and concept proposals;
• minutes of meetings of the Trust and meetings of the community advisory committees;
• reference materials including press clippings, survey and research materials, documents relating to conferences and seminars; and
• legal matters including legal documents, opinions, advice and representations.

Any person can lodge a request. A request for a document must be in writing, be accompanied by a $30 application fee and provide such information concerning the document requested as is reasonably necessary to enable the agency to identify the document.

Written requests should be sent to:
Freedom of Information Officer
Sydney Harbour Federation Trust
PO Box 607
MOSMAN NSW 2088

 

WEB PRIVACY

Scope
This notice applies to the Harbour Trust and Cockatoo Island websites only. These websites are managed by the Sydney Harbour Federation Trust.

Personal Information
The use of the term "personal information" in this privacy notice means any information from which your identity is apparent or can be reasonably ascertained.
The Sydney Harbour Federation Trust collects personal information that you choose to give us, for example your email address.
We do not collect identifiable personal information about you if you only browse this web site.

Uses
We only use your personal information for the purposes for which you gave it to us.
We do not share information about you with other government agencies, other organisations, or other persons without your permission unless it:

• is necessary to provide you with a service that you have requested
• is required or authorised by law
• will prevent or lessen a serious and imminent threat to somebody's health.

We analyse non-identifiable web site traffic data to improve our services. On occasion, we may use cookies.

Your choices
You may gain access to personal information about you that we hold. You can have us correct any errors or delete the information we have about you.
You may opt out of any further contact from us.
To protect your privacy and the privacy of others, we may have to gain evidence of your identity before we can give you access to information about you or change it.

Important Information
This web site is bound by the Information Privacy Principles under the Privacy Act 1988.
We also follow the Guidelines for Federal and ACT Government web sites issued by the Office of the Privacy Commissioner.

Contact us
If you have any privacy concerns with the Harbour Trust or Cockatoo Island website, please contact:

Director, Communications
Sydney Harbour Federation Trust
PO Box 607
Mosman NSW 2088
info@harbourtrust.gov.au

Full privacy notice
For more information about our privacy practices, see our full privacy notice.

 

FORMAL COMPLAINTS PROCESS

The Sydney Harbour Federation Trust respects the right of the community to complain if they are dissatisfied with service by our organisation. We also welcome feedback and compliments.

Feedback

If you would like to make a comment about our sites,  make a suggestion about hazards or damage to property,  give feedback on what the Harbour Trust should or should not do, clarify a matter, or object to something in a Harbour Trust policy, email us on: consulttrust@harbourtrust.gov.au or call (02) 8969 2100.

We will respond to your feedback within 48 hours.

Formal Complaint

If you would like to make a formal complaint, the following section explains how you can lodge your complaint and how we will respond. The Harbour Trust takes formal complaints seriously. We will be prompt and fair and will keep you informed of the progress of your complaint.

What is a formal complaint?

A formal complaint is a clear expression of dissatisfaction by a person or organisation about the Sydney Harbour Federation Trust. A formal complaint must be made in writing by email or letter to the Executive Director. A complaint can be made by a person or by his or her representative.

What is not a formal complaint?

Complaints made over the phone or face-to-face are not formal complaints. If you don’t wish to submit a formal complaint in writing, our staff will attempt to resolve your complaint.

What complaints are not covered by this process?

The following cases are not considered complaints under this process:

• letting the Harbour Trust know about a hazard or damage to Harbour Trust property;
• a written or verbal request made by a person, for example to clarify a matter or to fix an error you think we have made;
• making a statement about what the Harbour Trust should or should not do;
• comments about our plans and policies.

If you wish to raise one of these matters you can email us on: consulttrust@harbourtrust.gov.au or call (02) 8969 2100. We will respond to your feedback within 48 hours.
If your complaint relates to a contract, lease or licence with the Harbour Trust, please refer to that document to find out how to contact us about it.

How can you contact us?

Mail: The Executive Director
Sydney Harbour Federation Trust
PO Box 607
Mosman NSW 2088

E-mail: consulttrust@harbourtrust.gov.au

What is the process?

Your complaint will be registered and referred to the Harbour Trust Complaint Handling Committee. The committee will consider your complaint and investigate it if they consider it appropriate. You will receive a written response to your complaint from the Harbour Trust. We hope to completely resolve the issues you raise. If you do not accept the Harbour Trust's response, you can write to us and the matter will be reviewed.

How long will it take?

Our aim is to respond as quickly as possible, and in most cases this will be within ten working days. If we think it will take longer we will keep you informed of our progress.

What if your complaint is still not resolved?

If you are still unhappy with the Harbour Trust's response you may wish to contact one of the following organisations about your complaint:

Commonwealth Ombudsman
Tel: 1300 362 072
E-mail: ombudsman@ombudsman.gov.au
Mail: GPO Box 442, Canberra ACT 2601
Web: www.ombudsman.gov.au

Administrative Appeals Tribunal
Tel: 1300 366 700
E-mail: aatweb@aat.gov.au
Web: www.aat.gov.au

Our standards for handling complaints

The Harbour Trust takes all formal complaints seriously. You will be treated with courtesy and fairness at all times. We would hope, too, that you will be courteous and fair in your dealings with our staff at all times. We will treat your complaint, and any information gathered in the process of investigating your complaint, confidentially within the Harbour Trust. There is no financial charge for making a complaint.

Persistent and/or Vexatious Complaints

The Harbour Trust will not respond to complaints that are abusive towards staff or complaints that are frivolous or vexatious about Harbour Trust staff or Trust members. If a person or group repeatedly raises the same issue as a complaint, we may ask that you only contact us with significant, new information about your complaint, or if you have a new complaint about a different issue.

Serious complaints

If the matter you raise appears to involve criminal activities, the Harbour Trust will refer the matter to the Australian Federal Police and/or the Commonwealth Director of Public Prosecutions. Complaints about Harbour Trust staff members involving serious allegations such as fraud, conflict of interest, improper conduct or use of Harbour Trust equipment or facilities will be addressed by following our internal Code of Conduct and other relevant policies and procedures.

 

FURTHER INFORMATION
Search for Commonwealth Legislation on the ComLaw website