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Sydney Gateway Communication Strategy Approved

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Sydney Gateway Communication Strategy Approved Communication Strategy Sydney Gateway Road Project Prepared by John Holland Seymour Whyte Joint Venture Contents 1 Introduction ........................................................................................................... 4 1.1 Context .................................................................................................................... 4 1.2 Purpose and scope ................................................................................................. 4 1.3 Objectives and aims ................................................................................................ 4 1.4 Project description .................................................................................................. 5 1.5 Project benefits ....................................................................................................... 7 1.6 Previous Stakeholder Engagement ........................................................................ 8 1.7 Documents referenced ............................................................................................ 8 2 Project Requirements .......................................................................................... 10 3 Communication, engagement approach and stakeholders ...................................... 15 3.1 Communication and engagement approach ......................................................... 15 3.1.1 COVID-19 Health Crisis Engagement .............................................................. 16 3.2 Stakeholders ......................................................................................................... 16 3.2.1 Management of stakeholder details ............................................................ 17 4 Community demographic profile ......................................................................... 29 5 Key issues for the delivery of the project ............................................................. 31 6 Community relations team ................................................................................... 39 6.1 Community relations team .................................................................................... 39 6.2 Community Relations Team roles and responsibilities ......................................... 40 6.2.1 Team protocols ........................................................................................... 40 6.2.2 Roles and responsibilities ................................................................................... 40 6.2.3 Construction team reQuirements ....................................................................... 43 6.3 Client liaison procedures ....................................................................................... 44 6.4 Environmental Representative ...................................................................................... 44 6.5 Community Relations Team contact details ................................................................ 44 7 Communication management .............................................................................. 46 7.1 Communication tools ...................................................................................................... 46 8 Complaint management system ........................................................................... 73 8.1 Purpose ............................................................................................................................ 73 8.2 Description of complaints, feedback and enQuiries .................................................... 73 8.2.1 Classification of complaints ................................................................................ 73 8.3 Responsibilities ................................................................................................................ 74 8.4 Receiving complaints, feedback and enquiries .......................................................... 75 8.5 Complaints management procedure ............................................................................ 76 8.6 Complaints escalation and resolution .......................................................................... 79 9 Other requirements ............................................................................................. 81 9.1 Media liaison and community events ........................................................................... 81 9.2 Traffic and transport communication ............................................................................ 81 9.3 Place, design and landscape plan ................................................................................ 82 9.4 Property surveys and issues rectification .................................................................... 82 9.5 Business management plans ........................................................................................ 82 9.6 Community legacy .......................................................................................................... 82 9.7 Training and induction .................................................................................................... 83 10 Reporting, monitoring and evaluation ........................................................................ 84 10.1 Continual improvement .................................................................................................. 84 Sydney Gateway Road Project Communication Strategy – January 2021 Page 2 10.2 Audit and review .............................................................................................................. 84 10.3 Reporting .......................................................................................................................... 85 11 Appendices .................................................................................................................... 86 Appendix A - Other Conditions of Approval and Revised Environmental Management Measures relevant to this Strategy .................................................................................... 87 Appendix B - Complaints escalation and mediation procedure ................................... 101 Appendix C - Terms and abbreviations .............................................................. 106 Author: John Holland Seymour White Joint Venture Date: January 2021 Version: 1 Reference Sydney Gateway Division: Communication and Stakeholder Engagement Review date: December 2020 Sydney Gateway Road Project Communication Strategy – January 2021 Page 3 1 Introduction 1.1 Context This Communication Strategy (CS) describes how the John Holland Seymour Whyte Joint Venture (JHSWJV) will manage the delivery of community and stakeholder involvement through the design, construction and completion of the Sydney Gateway Road Project (the Project). The CS describes JWSW’s approach to interaction with all relevant stakeholders, businesses and the community relating to the design and construction of the Project. This CS has been prepared to address the requirements of the NSW Planning Minister’s Conditions of Approval (CoA) for Critical State Significant Infrastructure (CSSI) SSI-9737, Part B, and other relevant CoA as shown in Table 1 and Appendix A. It also addresses the Sydney Gateway Road Project Environmental Impact Statement (EIS)/Major Development Plan (MDP) assessment report outcomes, the Australian Government approval requirements, the requirements of Infrastructure Sustainability Council of Australia (ISCA) IS Technical Manual V1.2, and all applicable guidance and legislation. This CS will be submitted to the Planning Secretary for approval no later than one month before commencement of any work (CoA B3). Work for the purposes of Critical State Significant Infrastructure (CSSI) must not commence until the CS has been approved by the Planning Secretary. This CS will be implemented for the duration of the works and for 12 months following the completion of the construction. 1.2 Purpose and scope JHSWJV is committed to engaging with all stakeholders, businesses and the community throughout the design and construction of the Project. Our approach is ensuring the appropriate level and method of communication and consultation is implemented to address issues and mitigate risks, and continuously seek engagement opportunities. The Community Relations Team (CRT) will work closely with both the Transport for NSW (Transport) Communication and Stakeholder Engagement Team and JHSWJV Interface Management Team. The CS identifies all community and stakeholder risks associated with our proposed construction program and demonstrates how proactive communication and engagement activities can mitigate them and minimise impacts to our community and business stakeholders. The CS outlines the objectives and aims, benefits and a brief description of the Project, communication policies and procedures, risk management, communication tools, enquiries and complaints, communication risk strategy and monitoring and evaluation. 1.3 Objectives and aims The overarching objectives of the CS are to: • Provide an organised and consistent approach to stakeholder and community relations for all activities throughout the work and build on Transport consultation. • Facilitate communication between the JHSWJV communication team, stakeholders, businesses and the community including Sydney Airport, councils, Sydney Gateway Road Project Communication Strategy – January 2021 Page 4 government authorities, adjoining affected landowners, and the travelling public directly
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