LGOIMA 19048 Parking Officer Perks Redacted.Pdf

Rebecca Watson

From: official information Sent: Thursday, 21 March 2019 08:02 To: ' Cc: official information Subject: RE: LGOIMA 19048: Parking Officer Perks Attachments: LGOIMA 19048 - Surveillance Camera Management Policy.pdf; LGOIMA 19048 - Parking Officer Training Manual - March 2019.pdf

Kia ora

Further to your information request of 5 March 2019 in respect of ‘Parking Officer Perks’, I am now able to provide Hamilton City Council’s response.

You requested: We are interested in the incentive schemes available to parking officers (or wardens) performing their duties.

We request the following from the Council and/or Council CCO (or agency) that holds this information: 1. Any and all training manuals and/or advice given to parking officers (or wardens). 2. Full information regarding any incentives to parking officers (or wardens) to issue tickets, including remuneration in the nature of a commission, performance bonuses and the like. 3. Full information on how the performance of parking officers (or wardens) is recorded in terms of issuing tickets and how it relates to their KPIs. 4. Information regarding the recruitment process of parking officers (or wardens), including what legal and/or educational requirements of training a parking officer (or warden) is required to undertake before commencing work as a parking officer (or warden), including background checks.

Our response: 1. Any and all training manuals and/or advice given to parking officers (or wardens). A copy of the Parking Officer Training Manual is attached. Also attached is the Surveillance Camera Management tPolicy ‐ Oc 2018 which is referenced in the Parking Officer Training Manual.

2. Full information regarding any incentives to parking officers (or wardens) to issue tickets, including remuneration in the nature of a commission, performance bonuses and the like. There are no ticket‐based remuneration incentives at Hamilton City Council.

3. Full information on how the performance of parking officers (or wardens) is recorded in terms of issuing tickets and how it relates to their KPIs. Parking Officers performance has no reference to the issuance of infringements.

4. Information regarding the recruitment process of parking officers (or wardens), including what legal and/or educational requirements of training a parking officer (or warden) is required to undertake before commencing work as a parking officer (or warden), including background checks. Prospective Parking Officers complete a Ministry of Justice Criminal Convictions Background Check and a Pre‐ Employment Medical and Drug Assessment before being offered a position. Significant weighting on selection is applied to an applicant’s previous experience in customer service related industries.

Full training in service delivery, bylaws, infringements and legislation is completed after employment has started and prior to operating autonomously on the street.

Wardens complete an external agency Basic Warrant Officer training course prior to becoming an Enforcement Officer and having a Warrant issued.

1 Kind regards, Amy Viggers On behalf of the Privacy Officer DDI: 07 8386727 | Email: [email protected]

Hamilton City Council | Private Bag 3010 | Hamilton 3240 | www.hamilton.govt.nz Like us on Facebook Follow us on Twitter This email and any attachments are strictly confidential and may contain privileged information. If you are not the intended recipient please delete the message and notify the sender. You should not read, copy, use, change, alter, disclose or deal in any manner whatsoever with this email or its attachments without written authorisation from the originating sender. Hamilton City Council does not accept any liability whatsoever in connection with this email and any attachments including in connection with computer viruses, data corruption, delay, interruption, unauthorised access or unauthorised amendment. Unless expressly stated to the contrary the content of this email, or any attachment, shall not be considered as creating any binding legal obligation upon Hamilton City Council. Any views expressed in this message are those of the individual sender and may not necessarily reflect the views of Hamilton City Council.

From: official information Sent: Tuesday, 5 March 2019 12:02 PM To: Cc: official information Subject: RE: LGOIMA 19048: Parking Officer Perks

Kia ora,

I write to acknowledge your information request of 5 March 2019 in respect of ‘Parking Officer Perks’.

Please be advised that your request has been passed on to the relevant team within Council and you will be informed of the outcome.

The Local Government Official Information and Meetings Act 1987 requires that we advise you of our decision on whether the Council will provide the requested information or not “as soon as reasonably practicable”, no later than 20 working days after the day we received your request. We will respond to you no later than 2 April 2019.

Kind regards Amy Viggers On behalf of the Privacy Officer DDI: 07 8386727 | Email: [email protected]

From: Sent: Tuesday, 5 March 2019 11:18 AM To: [email protected]; [email protected]; official information 2 ; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected]; [email protected] Subject: LGOIMA Request: Parking Officer Perks

Good morning,

This is a request for information under the Local Government Official Information and Meetings Act 1987.

We are interested in the incentive schemes available to parking officers (or wardens) performing their duties.

We request the following from the Council and/or Council CCO (or agency) that holds this information: 5. Any and all training manuals and/or advice given to parking officers (or wardens). 6. Full information regarding any incentives to parking officers (or wardens) to issue tickets, including remuneration in the nature of a commission, performance bonuses and the like. 7. Full information on how the performance of parking officersr (o wardens) is recorded in terms of issuing tickets and how it relates to their KPIs. 8. Information regarding the recruitment process of parking officers (or wardens), including what legal and/or educational requirements of training a parking officer (or warden) is required to undertake before commencing work as a parking officer (or warden), including background checks.

We do not wish to cause unnecessary expense or burden on your agency. If clarification of any of our requests is needed, please call or email. Likewise, if a request proves unnecessarily burdensome in form and we are likely to be able to adjust it to be more specific or better suited to your information systems without losing the benefit of what is sought, please also get in touch. If there is likely to be a delay in being able to assemble or provide some of the information requested, please provide the rest of the information as it becomes available.

To avoid unnecessary printing and postage costs, we ask that you send a confirmation of receipt, the response and any other correspondence related to this request to . Please include the following reference in the subject line: Parking Officer Perks in the subject line.

Regards

Research Intern | New Zealand Taxpayers' Union | Auckland Ratepayers’ Alliance

We are 100% funded by people like you. If you like what we do, join the Taxpayers’ Union or the Auckland Ratepayers' Alliance.

3 Date Reviewed September 2018 Date Approved by BSLT: 3 October 2018 Next review date: 3 October 2021 Document number: D-1073049 Associated documents: Promapp Processes: Parking Compliance Staff – Body Worn Cameras, Digital evidence management, Camera operation and detection, CCTV Camera maintenance, Collection & Provision of Evidential Footage, Covert Cameras, Genesis Office & Camera Room Responsibilities, City Safe Operations – Footage chain of Evidence Form, City Safe Operations – Information Viewing Privacy Form Sponsor/Group: GM City Growth

Management Policy - Surveillance Camera Policy

Purpose The purpose of this policy is to ensure that information and images collected while carrying out Council’s business requirements will not be misused, and that the privacy of individuals is protected.

This Policy does not in any way abrogate Hamilton City Council’s obligations under the Privacy Act 1993.

Principles of Policy 1. Council recognises that it has a need to collect image data to carry out its business requirements. 2. Surveillance cameras are operated to improve safety for individuals, help prevent crime and provide evidence of crimes detected. 3. The council recognises the need to use covert cameras. They will be restricted to the detection of specific crimes within a specific time frame in line with the Privacy Commissioner FAQ ‘Are there any rules about where CCTV can be used?’. 4. Privacy of individuals will be protected in accordance with the Privacy Act 1993.

Scope This policy applies to devices such as: . Closed Circuit TV (CCTV) . Traffic monitoring cameras . Hamilton City Council owned and operated mobile devices . Hamilton City Council owned and operated lapel (body worn) cameras . ANPR (automatic number plate recognition) camera . Hamilton City Council owned or contracted Drone footage . Any emerging imaging technology . Covert crime detection cameras

1. This Policy applies to: . All Council Staff

2. This Policy does not apply to: . Internet access cameras – (currently Garden Place news cam) . Skype for business webcams . Privately owned cameras collecting public images

D-1073049 Guidelines Guideline 1: Installation/Location requirements . The location and placement of cameras to enable Council to provide a safe city and to improve the health and safety of Council staff will be determined by authorised staff and specialist consultants. . The placement of a camera will be notified by appropriate signage or verbal advice where required. It will not interfere with the normal activities of the space where it is placed nor unreasonably intrude on the privacy of individuals. . Cameras not owned by Council will not be in the public space or attached to Council assets or infrastructure except where written permission is received from the relevant General Manager.

Guideline 2: Recording and Operations . The collection and use of images will be in line with processes and quality system documentation including standard operating procedures. . With standard permanent, semi-permanent and mobile camera installations, where images being recorded capture personally identifiable information, the public will be informed through signage that images are being collected. . Where body cameras are being worn, members of the public must be advised that a recording is being made.

Guideline 3: Privacy Enhancing Technology

. Privacy Enhancing Technology (PETs) software is installed into the CCTV programmes to prevent private dwellings from being viewed by the cameras. Where the scan area of the cameras includes a private dwelling in the immediate vicinity, the PETs ensures that the dwelling is ‘blacked out’. . Standard operating procedures ensure that each time a camera is relocated or the area of coverage modified, a thorough check will be made to determine whether private dwellings are within the immediate range of the camera. In such cases an expert consultant will be deployed to reconfigure the Privacy Enhancing Technology software.

Guideline 4: Storage, access and security Surveillance camera images will only be used for the approved purposes outlined below: . Recorded footage will only be viewed by authorised personnel who have been provided with secure access. . Operating processes need to cover deliberate misuse of monitoring . Footage will be viewed in accordance with the purpose of the cameras as detailed above. . Each time the footage is accessed it will be recorded in a log. . The storage of images will be on systems which have access limited to those with appropriate delegation. Unauthorised personnel will not be able to obtain access to images. . Images will be held for no longer than necessary. Retention will be for up to 2 months unless being used for data analysis and programme planning. Page | 2 . Some recordings and images may be retained for the purposes of resolving incidents assisting in any legal proceedings or training. . After the retention period has expired or the incident satisfactorily resolved, images and recordings will be permanently deleted. . Individuals wishing to view footage must formally make a written request for consideration. This will be treated as an official information request and access will be determined based on whether other people’s privacy is being infringed and our ability to apply privacy enhancing technology

References . Privacy Act 1993 . Search and Surveillance Act 2012 . Privacy and CCTV; a guide to the Privacy Act for business, agencies and organisations (Office of the Privacy Commissioner - 2009)

Page | 3

Parking Compliance

Training Manual V1.3 March 2019

Introduction Operational Standards Statutory Law

Signs and Road Markings Restrictions

PPE Procedures Area Management

Tow and Notebook Procedures Providing a Service to the Public

Court Procedures Customer Conflict Awareness

Course Assessment Pay & Display

PDA Use Extended Parking Permits

Peak hour Traffic Management Offence Recognition Uniform Allocation

Introduction

Our Vision, Purpose and Mission

We want to be clear about how people fit into our organisation, why we do the work we do, what that work is, and how we behave every day.

Our Council have set us a vision to be a “High Performance Organisation; respected by all”. To support this we have our internal purpose which is “To improve the wellbeing of Hamiltonions by advocating for Hamilton and providing Quality Infrastructure, Public Services and Regulatory Functions. “To build a stronger economy and more attractive city for families through the delivery of the Hamilton Plan” is our mission to make it more vibrant and enticing for families to come and visit.

Our City, Council and Organisation strategies set the direction, and our values tell us how we will act while we are at work. These are initiated by 4 core values:

Our 4 Values

THINK DIFFERENTLY ...

We are ambitious and passionate about everything we do. We commit to our work with energy, drive and a can-do attitude. This quality is focused on people's attitude and the way they approach their work.

• confident, brave • dynamic, energetic • optimistic, spirited, passionate and positive • willing to stretch, ambitious to get things done • current and flexible in your thinking, leading edge • responsive to change, versatile • solution oriented

ACT WITH INTEGRITY ...

We are tireless in our commitment to go the extra mile and agile in finding effective solutions. This quality is focused on the way people go about their work.

• Professional • open and honest • effective, resourceful • respectful • positive ambassador for council • committed, proud, willing to take ownership • We lead by example • Trustworthy and reliable

WORK TOGETHER ...

We will delight our customers in every way. We will demonstrate innovation and smart thinking to deliver great results for our community. This quality is focused on outcomes and how people deliver their work.

• work together as an effective team • build positive relationships with internal and external people • treat others with respect • communicate • share knowledge, resources, expertise • supportive and encouraging

MAKE IT HAPPEN …

We will respond to our customers with fast, efficient service. We create solutions through smart and innovative ideas. This quality is focused on meeting the customers expectations.

• accountable, responsible • achievement oriented, driven to get things done • Proactive not reactive • Use of good judgment and common sense • delivery of seamless customer service • Responsive to the needs all stakeholders

Our organisation’s vison and purpose combined to improve the wellbeing of Hamiltonions by advocating for Hamilton and providing quality infrastructure, public services and regulatory functions

Our unit contributes to this by Creating connections that promote an active community and provide opportunities for safe and enjoyable journeys

Overview

The vast majority of drivers and pedestrians are conscientious in their desire to drive or walk safely when they properly understand the requirements.

Your role as a Parking Officer is to ensure a fair and equitable distribution of parking services for all users. However, some fail to take their obligations seriously and they must be required by compulsion to obey the restrictions and regulations which are necessary for the protection of them and others. That is the function of Parking Compliance.

Objective of Parking Compliance

‘To assist the safe and effective flow of traffic by the public’s voluntary compliance with the law achieved through a combination of education, enforcement, engineering and research.’

Law enforcement agencies seek to educate the public about traffic regulations through programmes aimed at exposing specific problems. This can include publishing traffic accident and injury statistics and giving notice and warning of law changes prior to taking enforcement action.

How the Objectives are carried out

Transport Parking Management consists of many diverse activities which are directed toward the attainment of its objectives. Activities such as patrolling, investigation and issuing Infringement Notices are not objectives in themselves; rather, they are methods of achieving the real objectives of safety and traffic flow.

In order to achieve the objective, the Parking Officers perform the following functions:

Traffic Direction and Control

The presence of Parking Officers on the streets actively engaged in various tasks designed to help the safe movement of vehicles and pedestrians.

Parking Compliance

The control of parking offences through preventative patrol and active enforcement.

Ancillary Services

The many motorist services that Parking Officers provide as the need arises include:

Civil emergencies Special Events (Sports/Parades etc.)

Attending to road hazards Assistance to Fire/Police/Ambulance

Removing abandoned vehicles Assistance to motorists

Traffic Control of VIP Services

Education and Public Relations

Parking Officers are in the unique position of being able to influence, one on one, the public’s perception as to the reason for Parking Compliance and thereby influencing parker behaviour.

If Parking Officers have a good understanding of the objectives and philosophy behind Parking Compliance and accordingly support and endorse these objectives, they can articulate more convincingly to the public with whom they come into contact that they are, in fact, providing a constructive service.

Support Function

Support for the ‘line’ or field operations.

For example; administration, research and analysis, public relations, public information, training, equipment maintenance, communications and traffic management.

Enforcement is affected by a variety of other activities relating to road safety, legislation, education, highway and traffic engineering, driver licensing and vehicle parking/traffic inspection.

Enforcement programmes intelligently applied can bring greater compliance with regulations within a matter of weeks. Part of parking management is setting and providing levels of service that are appropriate to community needs in accordance with approved parking policies. The community’s acceptance of this service is reflected in compliance levels and indirectly, effectiveness of enforcement.

Implementation of the Law

Councils throughout New Zealand are bound by statute to carry out various compliance duties. Amongst them is Parking (or more correctly) Stationary Vehicle Offences. Councils ‘adopt’ these laws through Council meetings and resolutions. In the case of parking matters the requirements are:

▪ To administer the Acts Regulations and Bylaws controlling Parking and Stationary Vehicle Offences. ▪ To regulate street parking in those areas where Council has determined a time limit to encourage the efficient use of the parking areas.

The Parking Officer’s Role

The Parking Officer has an important part to play. Without the officer enforcing the traffic controls imposed by the council, towns and cities would quickly experience traffic gridlock. The motorists would become frustrated and tempers would fray. The purpose of the Parking officer is to advance the safe, efficient and equitable use of parking in any city area.

Important facts that the officer must remember when carrying out their duties:

▪ To provide a fair and courteous service in the control of parked vehicles and stationary vehicle control and offences.

▪ To administer the regulatory controls so that the rights of the public are not infringed.

▪ To deal with people in such a way that their personal dignity is not questioned.

▪ To elicit the cooperation and willing compliance of the public in observing the parking time limits as first principal.

▪ To be aware of the public’s reaction and response to the implementation of any regulatory controls and communicate these to the appropriate body.

▪ The place of the infringement notice in enforcement is often confused. It must be remembered that:

‘It is the Parking Officer’s responsibility to influence driver behaviour to achieve safer and more equitable parking practices’

The main activities are therefor:

▪ Assisting and gaining the cooperation of the public to achieve the above.

▪ Issuing Offence Infringement Notices to illegally parked vehicles.

Parking Officer – The Face of Your City

▪ Remember that all those who work in Parking will be judged by the approach and behaviour of one officer.

▪ This role provides the opportunity for Parking Officers who have strong problem solving skills to become involved in assisting communities or groups to solve parking issues.

▪ Your knowledge of the whereabouts of toilets, garages, cinemas, banks and medical centres etc. is important. You should be able to answer these queries and advise visitors on current or upcoming cultural/ social events.

▪ Carrying a map and other reference documents is recommended. The ability to provide pertinent information is positive and professional.

Quantity of Enforcement

Experience has shown that certain quantities of enforcement activity are necessary to produce desired levels of compliance. ‘Quantity’ of enforcement does not mean merely the number of Parking Officer involved or the number of infringement notices issued.

Closely related to the question of ‘how much’ enforcement is the question of ‘how well is it applied’. Experience has shown that even a limited amount of enforcement applied where it does the most good, will achieve better results than large quantities of enforcement indiscriminately applied. This experience has led the principal of ‘Selective Enforcement’ as opposed to undirected, unplanned enforcement activity.

Two patterns that have great significance in assigning personnel for enforcement purposes are time and location. By utilising experience and research, it is possible to predict in advance where and when the largest proportion of problems will occur. This permits directed patrolling that produces greater results with a smaller number of personnel.

Another way of maximising the value of enforcement effort is to direct it towards types of traffic offences that occur most frequently. Records provide the best basis for determining ‘offence patterns’. The raw materials for these are provided by reports. Patterns need to be studied, interpreted and applied as guides to action. Enforcement programmes intelligently applied can bring reductions in parking problems within a matter of weeks.

With laws constantly changing, it is imperative that all staff (including the Parking Warden) are kept up to date with these changes. This will mean the need for ongoing training. Lack of knowledge by the Parking Officer is not considered best practice.

Training

The importance of training cannot be expressed strongly enough. Apart from the initial ‘Induction’ training, ongoing training will be undertaken to keep you abreast of changes in legislation or new legislation as it occurs.

Just as the right kinds of people are essential to an enforcement programme, so is the right kind of training. All wardens receive training in basic enforcement techniques, traffic law and policies. Wardens need to understand the nature and scope of each problem, as well as why there is a need for proper attitudes in parking supervision. Training for law enforcement duties requires adaptability as well as basic knowledge and work skills.

Warrant of Appointment

Once you have obtained these skills and can continue to perform to the standards required by Hamilton City Council, your Warrant of Appointment will be granted. To maintain current standards of appointment it is advisable that a Parking Officer will be required to undergo refresher training to test their knowledge. They are also required to hold a current First Aid certificate.

Operational Standards

▪ Standard procedure that must be adhered to by all parking officers

▪ Ethics and code of conduct

▪ Grooming standards

▪ Uniform standards

▪ Procedure outlining the use of a council vehicle

▪ Cultural diversity

Communication

It is important that you maintain the integrity of the organisational structure by talking through any issues, ideas or problems. In the first instance, speak with your team supervisor.

Public Relations

It is important to remember as a Parking Officer that you are one of the most visible faces for Hamilton City Council. You play an integral role in presenting a professional impression to the public about our organisation. You have a clear duty to meet the reasonable expectations of the public, these include: ▪ providing a valuable service ▪ education of the public, when given the opportunity ▪ maintaining the integrity and fairness of the parking enforcement system

It is important to remember that your conduct on the street influences and determines the collective reputation of all members of Transport. As you are in uniform – the average member of the public will judge ALL parking officers by the individual officer they come into contact with. So remember – each and every action you perform while going about your job reflects on your team, your associates and indirectly the rest of Hamilton City Council. Our objective is to achieve willing compliance with the regulations; this will only eventuate if the public support our initiatives and can understand the logic behind our actions. However your conduct on the street and the way in which you enforce is paramount – the public judge us not on our intentions but on our actions.

Remember, you are always in the Public eye......

The Way We Work

We are governed by an operating procedure, which maintains its public integrity through the ethical and equitable enforcement of the regulations. As an officer in uniform, you are highly visible and this coupled with the enforcement you carry out makes you vulnerable to criticism.

The following standards of behaviour should help protect you from public criticism: An officer must never take advantage of their position by using knowledge gained in the line of duty for their own advantage.

1. You must not park your vehicle in areas, which you know to be unenforceable for example – sign faults, meter faults – where the intent of the law is clearly known it is expected that a parking officer will respect that intent.

2. You must not park in an area in which you are patrolling and then neglect to enforce the restrictions on your vehicle.

3. You must always be fair and equitable in your enforcement of the law and you must not try to influence other officers into overlooking offences you may have committed.

Each of these scenarios are considered serious matters and disciplinary action will be taken should any officer be found to be breaking the codes of conduct. There is the possibility that disciplinary action results in dismissal.

IMPORTANT: It is expected that these codes of conduct apply to the information provided to and the enforcement of family members and friends as well

For full details of The Way We Work visit www.intranet.hcc.govt.nz

Conduct towards the public

You are expected to conduct yourself in a fair and respectable manner. This means you should never exercise your duties using prejudice or personal preference as a factor in your decision. You must exercise personal restraint when confronted by offensive language and intimidating tactics, never retaliate in a like manner to this sort of conduct.

Privacy Any personal information you deal with while you are performing your duties must remain confidential – this includes both discussion with colleagues at work and disclosure to parties outside Hamilton City Council.

Gifts and Favours

To protect the integrity of all officers you are not allowed to accept gifts, favours or gratuities – however large or small.

Requests for Identification

If a member of the public requests your identification you must provide your officer number to them. It is at your discretion whether you provide your name also.

Unacceptable behaviour

The use of obscene language or gestures by parking officers is unacceptable and if found and investigated may result in disciplinary action. The consumption of illegal drugs and alcohol is prohibited while an officer is on duty.

Starting and Finishing Times

Officer must be in uniform ready to commence work at their rostered start time and all officers should be out on the road no later than 10 minutes after their start time. Officers must remain in uniform until their rostered finish time and must return to the office no earlier than 10 minutes before their rostered finish time.

Meal Breaks Lunch breaks must be strictly adhered to. For morning and afternoon breaks it is optional if you wish to return to the office or take these in your assigned area. Please ensure you take your breaks as it is a health & safety requirement

Annual Leave

Please ensure you give 2 weeks’ notice for Leave applications wherever possible

Uniform and grooming standard- things to keep in mind......

Hygiene – perspiration, body odour etc. Hamilton City Council officer identification badge Hair tidy Shoes, socks, uniform, accessories Hats, belts Smoking or chewing gum Court appearance - high uniform presentation Warrant Card while in the course of your duties

Please remember at any time while you are on patrol or in uniform, the public are watching you or you maybe being filmed or photographed without your knowledge or permission.

Dealing with the Media

If ever asked your views on anything whilst in uniform by any media organisation you are not permitted to make any comment. You may direct any enquiries for media comment to the Communications Department who are authorised to do this.

You are not authorised to make any comment

Conditions of Vehicle Use

Remember when you are driving a council vehicle you are highly visible in the eyes of the public.

All drivers of Council vehicles are to be advised that:

• All Council vehicles are to be operated within the bounds of the NZ Road Traffic legislation and any local by-laws that may be in force. • Drivers will have read and signed acknowledgement that they intend to operate the vehicle under the guidance of the Hamilton City Council Light Vehicle Standard Operating Procedure. • The driver/operator of the HCC Fleet item is responsible for ensuring that it is securely locked/immobilised at all times when the driver/operator is away from the plant item. • The driver of the HCC Fleet item is responsible for the care of the vehicle at all times, including exterior and interior cleanliness. • No Council vehicles shall be used for any reason other than work related purposes. • Use of Council vehicles for transport to and/or from employee’s homes is not permitted unless – the vehicle is designated as an on-call vehicle, work from home vehicle or the vehicle has been booked out for afterhours work with the permission of the unit manager. • Where an employee is required, agrees and is authorised to use their own vehicle on Council business, the employee shall be paid an allowance at the Council’s current mileage rate as set from time to time (current re-imbursement rate is attainable from the “Vehicle mileage re- imbursement policy” as published on the intranet) Noting that first option must be to use either Council pool vehicles or dedicated vehicles. • Drivers must not be under the influence of drugs or alcohol while operating HCC vehicles. • As a result of concern for staff and public safety, there is to be no “hands-on” use of cell-phones in Council vehicles. Where there is an operational justification, vehicles are to be fitted with hands free kits at a cost to the Unit for installation, maintenance and removal. However, these should not be used for extended calls that may distract the driver. • Drivers should be aware that electronic systems monitor vehicular activities; this includes but is not limited to at service stations and in the underground car park. • Smoking and eating is not permitted in Council Vehicles at any time • All articles carried inside a vehicle must be restrained or stored in the boot or appropriate storage area. • Operation of any council fleet item in contravention to the conditions of use identified in this policy may invoke clauses from the staff code of conduct and or the discipline policy. • RT’s will be fitted to Pool vehicles

Drivers Licences All drivers of Council vehicles must: • Hold a full current NZ driver’s license, or recognised equivalent, applicable to the vehicle they are operating. • Carry their Driver Licence at all times while driving Council vehicles. • At commencement of employment, provide details of their Driver’s Licence to People & Capability and also a copy to be held with their Unit prior to driving/operating council vehicles. Council is required to obtain a photocopy of ALL driver licences of staff or people that will drive council vehicles. • Inform their Unit Manager of any changes to the status of their license (except change of address) immediately the status of the license has changed. • Where an employee requires a driver’s licence for normal work and the Court has removed their licence for a period of time, it is mandatory to inform the employer immediately. The employee will be required to obtain a full ‘work licence’ within a period of six weeks or their employment will be terminated forthwith. • Where appropriate and applicable Council will consider additional training for drivers using heavy vehicles for the first time.

The Council has the authority to access the Land Transport Safety Authority to check the status of an employee who requires a driver’s licence for normal work, as part of their normal management practices. Council will register all drivers of Council vehicles with the Land Transport Safety Authority (LTSA) “Driver Check” service.

Refuelling Council vehicles/plant is only to be refuelled at current fuel provider stations, using the fuel provider card provided in each vehicle.

Managers must ensure drivers are aware of the need to provide accurate odometer or hour-meter readings at service stations. This factor assists; (a) with selection and monitoring of fuel efficient vehicles; (b) authorising of service related and repair work; (c) avoids suspicion of unauthorised use of fuel cards falling on staff.

The vehicle should be filled by the driver when the fuel level drops to ¼ tank

Traffic Infringements The person driving a vehicle at the time of any traffic offence is required to pay all and any traffic infringement fines including parking and speeding offences, as well as unsecured load and overweight vehicle penalties, immediately they receive the fine. A driver convicted of a driving offence which results in loss of license (such as driving under the influence of alcohol or drugs) will not be permitted to drive Council vehicles.

Where a Court has ordered the loss of a Driver Licence and the Licence is a condition of employment, it is the associated Unit Manager in conjunction with HR who will deal with any work- related licensing issues. Until the time that an appropriate license is attained, operation of Council equipment is strictly forbidden.

Passengers

The carriage of non-Council employee persons is not permitted in any of Council’s vehicles at any time unless under the following circumstances: • Transportation of contractors or suppliers for site visitations on Council business - discretionary on the approval of the Unit Manager. • In support of Council environmental initiatives - staff can be carried as passengers to and from work as long as there is no deviation from the normal route of travel. • This rule does not preclude the rendering of assistance to people in difficulty or in an emergency. • The carriage of unauthorised passengers makes the driver liable for any claims from such passengers.

Most Direct Route

Drivers of Council vehicles must take the most direct route to their destination and may not delay completion of journeys to suit their own convenience. This includes the overnight parking of vehicles at residences rather than returning the vehicle/plant to its normal base. Variations to this require prior Unit Manager Approval. Indemnity of Drivers

Council will indemnify drivers/operators against any liability on a civil claim for damage caused by the driver’s actions. However, the indemnity may be invalidated, and the driver called upon to make good any loss, if the driver: • Is under the influence of intoxicating liquor or drugs; • Does not hold a current Driver Licence applicable to the class of vehicle being driven; • Carries any unauthorised goods which may cause or contribute to the accident and/or damage to the vehicle; • Is on an unauthorised journey (not taking the most direct route may be classed as an unauthorised journey); • Contravenes the road traffic regulations; • Driver has a medical condition which voids the use of a vehicle.

Vehicle Accidents

Staff Road Accidents:

Relates to staff who have an accident on the public highway, or which involves a third party.

DO NOT ADMIT LIABILITY

The staff member must complete the Accident Report Form (ARF) from the vehicle or on line on velocity until PRU Fleet Management - the following check list is a guide:

• Date/Time of Accident • Road, weather and location details • Details of other vehicle and driver involved, if applicable • Details of Police, if applicable—If any person is injured, the police must be notified within 24 hours – this is a driver’s statutory responsibility • Details of HCC Vehicle, including description of damage • Whereabouts of HCC vehicle • Obtain the name and addresses of any witnesses • The staff member is required to complete an Accident Report Form clearly and accurately. Copy the ARF and assign/forward to the Contracts Supervisor Fleet, or directly to external Fleet Advisor within 24 hours of the accident occurring.

Third Party Reported Accidents:

Relates to the event of a third party reporting an accident, which involved a HCC Vehicle.

DO NOT ADMIT LIABILITY

Ask the Third Party to write in to Hamilton City Council and include all information required, as a guide the following points are required:

• Date/Time of Accident • Location of accident • Details of Third Party Vehicle and Driver • Details of HCC Vehicle including registration number, make and model • Description of accident • Damage to Third Party Vehicle and to HCC Vehicle • The name and addresses of any witnesses

Notify Fleet Management in writing of a potential claim against HCC. Visually check the HCC vehicle to verify the damage allegation and write a report on the vehicle condition with photos if possible and pass this report to Fleet Management PRU.

Staff Incidental Damage to HCC Vehicle:

This relates to staff incidents, which take place either off the public highway, or do not involve a third party. Whilst these incidents may be termed as an accident, i.e. unintentional damage to a HCC vehicle, the definition of Incidental Damage is to be used at all times.

Check that the staff member has full details of the damage, based on the following list:

• Date/Time of Incident • Location incident took place • Details of damage to HCC Vehicle • Whereabouts of HCC vehicle

The staff member should complete an Accident Report Form, assign/forward to the Contract Supervisor - Fleet.

Vandal Damage/Non-Attending damage

This section relates to damage happening to a HCC vehicle when it is not attended or is parked at a HCC Office overnight.

Make a note of the extent of the damage and a brief record of the damage and forward to the Contract Supervisor - Fleet

If the estimate of the damage is over the $ 1,000 excess, notify the Insurer who will handle the claim and repairs.

Complete an Accident Report Form for Insurance claim purposes, if required.

Accuracy and speed are the two key factors for closing out Insurance and Damage issues. Delays and inaccurate recording of facts and damage increase the financial impact on HCC both directly and indirectly.

Cultural Diversity

Cultural awareness entails an understanding of how a person’s culture may form their values, behaviour, beliefs and basic assumptions.

Cultural awareness recognises that we are all shaped by our cultural background, which influences how we interpret the world around us, perceive ourselves and relate to other people. You do not need to be an expert in every culture or have all the answers to be culturally aware; rather, cultural awareness helps you to explore cultural issues more sensitively.

Window of Opportunity Remember you are the face of Hamilton City Council that the average citizen sees most often. You have the power and responsibility to constantly improve the perception of our organisation.

Statutory Law Defences and Offences

• Relationship between Acts, Rules and By-laws

• Power to act

• Land Transport New Zealand Definitions

• Legal Defences for parking

• Parking Officer guide to Acts, Rules, Regulations, Bylaws

The Appointment of Parking Wardens

Land Transport Act 1998 Section 128D Appointment of parking wardens

(1) Any local authority may appoint any person to hold the office of parking warden.

(2) A person who holds the office of parking warden at the commencement of this section is to be treated as having been appointed under subsection (1)(3) A parking warden may perform the functions, duties, and exercise the powers of a parking warden that are conferred or imposed by or under this or any other Act only on a road within the district or region of the local authority that appointed the parking warden (4) A local authority that appoints a person under subsection (1) is liable for the actions of that person as a parking warden in all respects as if—

(a) that person were an officer or employee of the local authority (whether or not that is the case); and

(b) any directions given or control exercised by any other person over the parking warden in that capacity were directions given or control exercised by the local authority.

Human Rights Act 1993

As a Parking Warden you are required to understand the terms of Human Rights Legislation, effects of this legislation on other legislation and the rights of a person in a compliance and enforcement situation

A Parking wardens Five Primary Functions

1. To manage Council assets for the benefit of all

2. Safe and effective movement of people

3. Communication

4. Education

5. Enforcement

Objective of Parking Enforcement

“TO ASSIST THE SAFE AND EFFECTIVE FLOW OF TRAFFIC BY THE PUBLICS VOLUNTARY COMPLIANCE WITH THE LAW”

This is achieved through a combination of the 3 E’s of Parking

Engineering, Education and Enforcement

Section 133A Owner liability for stationary vehicle offences

Stationary vehicle offence means—

(a) Parking in any portion of a road in breach of any Act or regulation, or of any bylaw made under the authority of section 22AB of this Act:

(b) An offence against any of the following enactments:

(v) Section 242 of the Land Transport Act 1998 (which relates to using or permitting to be used on a road a vehicle that is not licensed and registered):

(vi) Section 87 of the Transport (Motor Vehicle Registration and Licensing) Regulations 2011 (which relates to using or permitting to be used on a road a motor vehicle that has unauthorised, deceptive, or obscured registration plates or an unauthorised licence):

(vii) Section 6 & 34 (1)(b) of the Land Transport Act 1998 (which relates to operating a vehicle without current evidence of vehicle inspection or a certificate of loading):

(c) Any offence against any regulations made under this Act or the Transport ( Motor Vehicle Registration and Licensing) Regulations 2011 that is declared by such regulations to be a stationary vehicle offence for the purposes of this definition:

Proceedings means proceedings under the Summary Proceedings Act 1957.

Proceedings for a stationary vehicle offence may be taken against any one or more of the following persons:

(1) (a) The person who allegedly committed the offence:

(b) the person who, at the time of the alleged offence, —

(i) was registered as the owner, or one of the owners, of the vehicle involved in the offence in a register kept under of the Transport (Vehicle and Driver Registration and Licensing) Act 1986; or

was the registered person in respect of the vehicle under of this Act:

(c) the person who, at the time of the alleged offence, was lawfully entitled to possession of the vehicle involved in the offence (whether or not jointly with any other person).

(2) Subject to subsection (4), in any proceedings taken against a person under subsection (1)(b) or (c), in the absence of proof to the contrary, it must be presumed that—

(a) the person was the driver, person in charge, and user of the vehicle at the time of the alleged offence (whether or not the person is an individual); and

(b) the acts or omissions of the driver, person in charge, or user of the vehicle at that time were the acts or omissions of the first-mentioned person.

(3) It shall be a defence to proceedings taken against a person for a stationary vehicle offence if the person proves that another person has, by virtue of an order under the Summary Proceedings Act 1957, become liable to pay a fine or costs, or both, in respect of the offence.

(4) It is a defence to proceedings taken against a person under subsection (1)(b) or (c) if— (a) the person proves that, at the time the alleged offence was committed,—

(i) he or she was not lawfully entitled to possession of the vehicle (either jointly any other person or individually); or

(ii) another person was unlawfully in charge of the vehicle; and

(b) as soon as practicable after becoming aware of the alleged offence, he or she advised the enforcement authority in writing that, at the time the offence was committed, he or she was not lawfully entitled to possession of the vehicle or another person unlawfully had charge of the vehicle, as the case may be; and

(c) he or she has done everything reasonably possible on his or her part to comply with requests of the enforcement authority to supply to the enforcement authority information regarding the person lawfully entitled to possession, or the person who was in charge, of the vehicle at the time of the alleged offence.

133 Owner liability for moving vehicle offences and special vehicle lane offences

(1) Proceedings for a moving vehicle offence or a special vehicle lane offence may be taken against any 1 or more of the following persons:

(a) the person who allegedly committed the offence:

(b) the person who, at the time of the alleged offence, was registered under in respect of the vehicle involved in the offence (or, if the offence is alleged to have been committed before the commencement of, a person who, at the time of the alleged offence, was registered as the owner,

or one of the owners, of that vehicle in a register kept under of the Transport (Vehicle and Driver Registration and Licensing) Act 1986):

(c) a person who, at the time of the alleged offence, was lawfully entitled to possession of the vehicle involved in the offence (whether jointly with any other person or not);- whether or not (in the case of a person referred to in paragraph (b) or paragraph (c) the person is an individual or was the driver or person in charge of the vehicle at the time the alleged offence was committed.

(2) In proceedings taken against a person under paragraph (b) or paragraph (c) of subsection (1), in the absence of proof to the contrary, it must be presumed that—

(a) the defendant was the driver or person in charge of the vehicle at the time of the alleged offence (whether or not the person is an individual); and

(b) the acts or omissions of the driver or person in charge of the vehicle at that time were the acts or omissions of the defendant.

(3) It is a defence to proceedings against a person for a moving vehicle offence or a special vehicle lane offence if another person has, by virtue of an order under the, become liable to pay a fine or costs, or both, in respect of the offence.

(4) It is a defence to proceedings against a person under paragraph (b) or paragraph (c) of subsection (1) if,— (a) at the time the alleged offence was committed,—

(i) the person was not lawfully entitled to possession of the vehicle (either jointly with any other person or severally); or

(ii) another person was driving the vehicle; and

(b) immediately after becoming aware of the alleged offence, the person advised the enforcement authority in writing that, at the time the offence was committed, he or she was not lawfully entitled to possession of the vehicle or another person was driving the vehicle (as the case may be); and

(i) identifying the driver, by giving the name and address of the driver or such other particulars within the person's knowledge as may lead to the identification of the driver; or

(ii) establishing that the person could not identify the driver, after taking all reasonable steps to do so. (5) In proceedings for a moving vehicle offence or a special vehicle lane offence, a statutory declaration given under subsection (4) is, in the absence of proof to the contrary, sufficient evidence of the matters stated in the declaration; and it is admissible for all purposes of any proceedings under this section.

(6) This section shall have effect notwithstanding anything to the contrary in any Act or rule of law.

Section 139 Issue of Infringement offences

(1) In this Act, the term infringement offence means a stationary vehicle offence.

(4) where a parking warden has reason to believe that the user of a vehicle has committed an infringement offence that may be enforced by a parking warden under section 128E of this Act,—

(a) The user of the vehicle may be proceeded against for the alleged offence under the Summary Proceedings Act 1957; or

(b) The parking warden may issue an infringement notice in respect of the alleged offence.

Section 128E (1) (a) (b) (c) & (d) Powers of Parking Wardens

What does your warrant give you the authority to do?

(1) A parking warden in uniform or in possession of a warrant or other evidence of authority as a parking warden— “(a) may enforce the provisions of any stationary vehicle offence or special vehicle lane offence: “(b) may, in relation to enforcing the provisions of any stationary vehicle offence or special vehicle lane offence, direct any person on any road, and apparently in charge of or in any vehicle, to— “(i) provide the person's name and address and give any other particulars required as to the person's identity: “(ii) give any information that is within the person's knowledge and that may lead to the identification of the driver or person in charge of any vehicle: “(c) may direct the driver or person in charge of any vehicle on any road to remove the vehicle from the road or any specified part of any road, if the parking warden believes on reasonable grounds that— “(i) the vehicle causes an obstruction in the road or to any vehicle entrance to any property; or “(ii) the removal of the vehicle is desirable in the interests of road safety or for the convenience or in the interests of the public: “(d) may, if the parking warden believes on reasonable grounds that a vehicle on a road causes an obstruction in the road or to any vehicle entrance to any property or that the removal of the vehicle is desirable in the interests of road safety or for the convenience or in the interests of the public,— “(i) enter, or authorise another person to enter, the vehicle for the purpose of moving it or preparing it for movement; and “(ii) move, or authorise another person to move, the vehicle to any place where it does not constitute a traffic hazard.

Other offences enforceable by Parking Wardens

Offences Against Land Transport Rules section 8.7(2) of Land Transport (Road User) Rule 2004 (61001).

• Failure to display red light on parked goods service vehicle Subsection 2.3(5) of Land Transport Rule: Tyres and Wheels 2001 (32013).

• Using tyre with worn, damaged, or visible cords Subsection 2.3(13) to (17) of Land Transport Rule: Tyres and Wheels 2001 (32013).

• Using tyre without adequate tread pattern or depth

• Section 6 and 34 (1)(b) of the Land Transport Act Operating vehicle without displaying current evidence of inspection or current certificate of loading

Consequences

As we have just learned, you are warranted with certain powers under Section 128E of the Transport Act 1998, these are the consequences that may arise from those powers.

• If you have taken possession of a car under one or more of the circumstances detailed on the previous page, you commit an offence if you fail to return that car to someone who has produced satisfactory evidence of ownership. • When you, or someone you authorise, enters or moves a car, you and that other individual must do everything that is reasonably necessary to ensure that the vehicle is not damaged by this process. • Every member of the public commits an offence when he or she fails to comply with a request you have made under your powers as a warden or provides any information, which they know, is incorrect.

Power to Act

As a parking warden, your power to act can change due to different Legislation - Acts, Rules or bylaws. Your power to enforce may

A) Decrease A warning given and complied with by a driver

B) Increase While enforcing pay & display meters (by-law), you notice a vehicle parked on broken yellow lines on a corner so you enforce under Land Transport Rules. (Road safety)

C) Transfer

Alternatively, transfer your powers to another agency such as Police (on reporting a stolen vehicle) or reporting an abandoned vehicle etc...

Skills Test

While preparing to tow an illegally parked vehicle, the owner returns and they produce satisfactory evidence of ownership, what must you do?

Give an example of satisfactory evidence of ownership…

What must you try to ensure not to do whilst towing a vehicle?

Can you……………….

Ask a driver to give you their details? Yes No

Give someone a speeding ticket? Yes No

Abuse someone because they have abused you? Yes No

Instruct someone from a contracted company to enter a car for the purpose of towing that vehicle? Yes No

Direct a driver to move their car out of a bus stop? Yes No

Ask a person if they have been drinking? Yes No

Enter and move a vehicle? Yes No

Issue a stationary vehicle infringement notice? Yes No

Under the Land Transport Act 1998 what section defines who can appoint you as a Parking Warden?

Under the Land Transport Act 1998 what section defines the powers of a Parking Warden.

Parking Law

ACTS can only be changed by Parliament

RULES and can only be changed by the Minister of Transport

BYLAWS can only be changed by the Local authority

Parking means:

(a) in relation to a portion of a road where parking is for the time being governed by the location of parking meters or vending machines placed under the authority of a bylaw of a local authority, the stopping or standing of a vehicle on that portion of the road for any period exceeding 5 minutes.

(b) in relation to any other portion of a road, the stopping or standing of a vehicle (other than a vehicle picking up or setting down passengers in a loading zone or reserved parking area, and entitled to do so) on that portion of the road.

The Legal requirements to prove non-compliance

• It is a vehicle

• It is on a road

• It is committing an offence

Infringement offences and fees

Central government dictates the level of fine a city council is allowed to impose for an offence. The legislation that covers the fines payable is the Land Transport (Offences and Penalties) Regulations 1999.

When a vehicle is parked in an area with a maximum parking time limit, the following penalties apply:

Length of time the vehicle has exceeded the restriction time Penalty Amount

Up to half an hour $12.00

Over half an hour not more than 1 hour $15.00

Over 1 hour not more than 2 hours $21.00

Over 2 hours not more than 4 hours $30.00

Over 4 hours not more than 6 hours $42.00

Over 6 hours $57.00

Using the table above what is the maximum fee you can be charged for overstaying in a 15 minute parking area?

Serving an Infringement Notice Land Transport Act 1998 Section 139

An infringement notice may be served:

A) By attaching it (or a copy of it) to the vehicle.

B) By delivering it (or a copy of it) personally to the driver or the person who appears to have committed the offence.

C) By sending it (or a copy of it) by post addressed to him or her at his or her last known place of residence or business or postal address.

Attach Hand Post

Skills Test

2.6 Enforceable Offences (task)

Using your “P-code help card”

Match the situation detailed below with the correct offence from your P-Code Help card and the description of the offence.

Situation P-code

1. A car is parked on the road with no current (EVI) Evidence of Vehicle Inspection (WOF) 2. A car is parked over a fire hydrant

3. A car is parked on the foot path

4. A car has its registration plates displayed in the front and rear window of the vehicle

5 A truck is parked on the road with no current (EVI) Evidence of Vehicle Inspection (COF) 6. A car is parked on the roadway over broken yellow lines (BYL’s)

7. A car is displaying an expired license label (rego)

8. A car is parked in a mobility parking space without displaying a mobility card

9. A car is parked on a Bus stop

10. You can find no visible evidence of a pay & display receipt for a car parked in the pay & display area

2.7 Parking Officer Guide to Acts, Rules, Regulations and Bylaws

Reference material on Acts, Rules and Bylaws has been provided for you at the rear of this Training manual. It has been customised especially for parking wardens use only. The printed matter has been reproduced from N.Z. Government websites stating the actual law.

Parking Officer Guide to Acts, Rules and Bylaws (Demonstrate an understanding of how to look up the appropriate legislation)

Q1. Under the Land Transport Act 1998, identify which sections deal with EVI’s

Q2. Under the Land Transport (Offences & Penalties) Regulations 1999, identify which schedule outlines the fine penalty incurred for “Parked on a Clearway”

Q3. Under the Land Transport (Road User) Rule 2004 Part 1 (1.8) Preliminary provisions. Identify the sub clause, which relates to the defence for parking wardens to park illegally in the execution of their duty?

Q4. Under the Land Transport (Road User) Rule 2004 Part 6. Stopping & Parking identify which rule and paragraph informs drivers not to park where broken yellow lines are painted on a roadway, being a stationary offence?

Q5. Under the Land Transport (Road User) Rule 2004 Part 6. Stopping & Parking identify which rule and paragraph deals with “Exceptions to rules” for drivers of Goods Vehicles?

Q6. Under the Land Transport Rule Traffic Control Devices 2004 Rule 54002 Section 12 identify the rule and sub clause, which relates to application of parking restriction signs and their hours and days of operation?

Q7. Under the Land Transport New Zealand Definitions complete the following definition of a Goods Vehicle.

A motor vehicle that is:

……..…….….. , ……………...……. or …………………… for the carriage of goods; or used for the collection or delivery of goods in the course of trade.

(Fill in the blanks)

Explain the relationship between Acts, Rules and Bylaws

• Acts … are paramount Acts can only be changed by ......

• Rules …are secondary to Acts Rules can be changed by the ......

• Bylaws … are secondary to Rules Bylaws can by changed by the …......

Explain the Land Transport (Road user) rule 2004

• These rules detail the situations where vehicles are prohibited from ......

...... or ......

The majority have been created in the interests of road safety.

• Identify the three ways of legally serving an infringement notice

If a vehicle overstays the maximum parking time limit in an area what is the range of fines applicable. Complete the tables penalty amount

Penalty Amount Length of time the vehicle has exceeded over the restriction time

Up to half an hour Over half an hour not more than 1hr Over 1 hour not more than 2hrs Over 2 hours not more than 4hrs Over 4 hours not more than 6hrs Over 6hrs

1 Acceptable defences for the public?– give some examples

......

What Is a defence for parking wardens to park illegally?

......

Identify below and label the difference between the road & roadway

List the (3) Legal requirements to prove non-compliance

The Definition of Parking means

(a) in relation to a portion of a road where parking is for the time being governed by

the location of ...... / ……...... or vending machines placed under the authority

of a …...... of a local authority, the stopping or standing of a vehicle on that portion of the road for any period exceeding 5 minutes:

Wha What is the process for a notice after it has been legally served?

The infringement fee for the offence has not been paid within the required 28 days and no correspondence has been received in that period the registered owner will be sent a ……………………….. notice (SP10)

Warning Notice for EVI’s

When to issue a warning notice (less than 28 days): A warning notice can be issued from the 1’st to the 28th day of the calendar month following the month in which the hole is punched out on the Evidence of Vehicle Inspection. When an officer issues a warning notice, it will be recorded on a hot list.

When to issue an infringement notice, within the 28 day period of the month following the month of which the hole is punched out on the Evidence of Vehicle Inspection. If the vehicle appears on the hot list, an infringement notice can be issued. This can be repeated each time the vehicle is seen on the road.

When to issue an infringement notice after the 28 day period of the month following the month of which the hole is punched out on the Evidence of Vehicle Inspection (WOF): On the 29’th day of the following calendar month of which the hole is punched out on the Evidence of Vehicle Inspection and thereafter, an infringement notice can be issued. This can be repeated each time the vehicle is seen on the road

Warning Notice for Licence Label

Post-expiry of license label (less than 28 days): A warning notice can be issued and it will be recorded on a hot list on the PDA’s. If the vehicle is seen on the road after a warning notice has been issued, it will show on the hot list and a live infringement notice can then be issued. This can be repeated each time the vehicle is seen on the road.

Post-expiry of license label (more than 28 days): On the 29th day, and thereafter, the officer can issue a live infringement notice. This can be repeated each time the vehicle is seen on the road.

New month turnover

When there is a turn over into a new month, there will be a noticeable amount of EVI’s and L/Labels expired, displaying the previous month. Parking wardens need to stay aware of this fact when on patrol.

No hole punched ? Not legal

Special Note:

Do not issue (EVI) infringement notices to MOPED Motorcycles; these are not required to have an EVI as they are under 50cc rating.

However, they do have to be registered as a vehicle and display a current licence label.

Moped Registration

Serving an Infringement Notice to a Motorcycle

Officers are required to attach the infringement notice with a rubber band on the left handle of the motorcycle or in the case that the driver/owner is present HAND it to the driver.

The Public refers to this as a Warrant of Fitness (WOF) Enforcement Officers refer to it as an Evidence of Vehicle Inspection (EVI)

New label (as at June 2011) Old Label

The Public refers to this as a Commercial Warrant of Fitness (COF) Enforcement Officers refer to it as an Evidence of Vehicle Inspection (EVI)

The public refers to this as Registration Enforcement Officers refer to it as a Licence Label

Signs & Road Markings

• Legal Requirements • Explanation of parking signs • Installation of signage • Application of parking signs • Special parking areas • Road Markings

Traffic Control Devices Rule 54002

Objectives of the Traffic Control Devices Rule 54002 (TCD Rule)

The land Transport traffic control devices came into effect on the 27 February 2005 and the amendments 2010 which came into effect on 1 April 2011 specify the requirements for the design, construction, installation, operation and maintenance of traffic control devices and sets out the functions and responsibilities of road controlling authorities in providing traffic control devices to give effect to their decisions on the control of traffic. The objective of this rule is to contribute to a safe and efficient operation of our road network by; • Requiring uniformity in the form, appearance and placement of traffic control devices; • Establishing minimum standards for traffic control devices; • Specifying who may authorise and install traffic control devices; • Ensuring that road controlling authorities have regard to safe practice in the design and installation of traffic control devices and how they are used for traffic management. • The rule states who is responsible for ensuring compliance with its requirements: road controlling authorities, rail operators, operators of hand – held “Stop” signs, school patrols and all other road users.

Legislation

The legislation that covers Signs and Road markings is the Land Transport Traffic Control Devices Rule 54002 and its 2010 amendments (sections 12 and section 5). This Rule works in conjunction with the Land Transport Road User Rule 2004.

What is a Traffic Control Device?

A device used on a road for the purpose of traffic control; includes any: a) Sign, signal, or notice; or b) Traffic calming device; or c) Marking or road surface treatment.

General Safety Requirements for Traffic Control Devices (Section 3 Land Transport Traffic Control Devices Rule 54002)

Clause 3.1 Traffic control devices, whether used singly or in combination, must contribute to the safe and effective control of traffic, and must:

a) be safe and appropriate for the road, it’s environment or the use of the road; and b) not dazzle, distract or mislead road users; and c) convey a clear and consistent message to road users; and d) be placed so as to: i. be visible to road users; and ii. be legible to road users, if of a type that includes written words or symbols; and iii. allow adequate time for the intended response from road users; and e) comply with the relevant requirements in schedules 1, 2 and 3; and f) be maintained in good repair.

Traffic Sign (definition)

A board, plate, screen or other device, whether or not illuminated, displaying words figures symbols or other material intended to instruct, advise, inform or guide traffic on a road; includes a “children crossing” flag, a hand-held stop sign, a parking control sign and variable message signs; but does not include a traffic signal

Purpose of traffic signs (Section 4)

Clause 4.1 A traffic sign maybe:

a) “regulatory” (including speed limit and parking signs), that is, it instructs road users by requiring or prohibited specified actions in using a road. (Red and White or Blue and White for Parking) b) “warning” that is, it informs road users of hazards or of other features requiring a safe response on or near a road. c) “advisory”, that is, it provides road users with information – (Black and white for parking)

Installation of traffic signs -

Clause 4.4(9) A road controlling authority must install a traffic sign on the left-hand side of the road from the point of view of a person approaching the sign, except if a different position:

a) would be safer and more effective in the circumstances; or b) is specified in any enactment

Clause 4.4(10) If a traffic sign has been installed on the left-hand side of the road, a sign conveying the same message may also be installed on the right hand-side of the road, on a traffic island or on a median.

LAND TRANSPORT TRAFFIC CONTROL DEVICES 2004 Rule 54002 came into effect on February 27th 2005.The changes meant that any new parking restrictions from this point forward are required to have an entry and exit sign (2 x parking signs) placed at an angle of 0-45 degrees to the kerb with corresponding arrows. Any signage areas before this date would remain the same unless the restriction changes. (This is why some restrictions still only have 1 x sign at 90 degrees)The amendment for TCD rule 2010 which came into effect on the 1 April 2011states below:

Section 2 Amendments 2010 relating to Rule requirements

Use of traffic control devices

Clause 3.2 is amended by substituting the following for subclause 3.2(1):

3.2(1) A traffic control device that was authorised by or under any enactment, including this Rule, at the time it was installed may continue to be used for the purpose for which it was intended, unless:

a) An expiry date for the use of the traffic control device is specified in this Rule; or b) A replacement traffic control device is required by this Rule to be installed by a specific time; or c) It is unsafe or inadequate for its intended use; or d) It is damaged or worn to an extent that it requires repair.

Under this new rule it is no longer necessary to have entry and exit signs placed at an angle of 0- 45degrees as long as it meets the installation of traffic sign requirements 4.4(9) & 4.4(10)

Parking sign components

Every parking sign is comprised of up to four components defining the restriction

1. Type of restriction 2. Class of vehicle affected or type of parking 3. Period of application 4. Area of road affected • Sign Colours o Signs where a no stopping symbol or a no parking symbol is used have a white background with a red border and: ▪ The legend may be red or black; and ▪ Any symbol used is red. o Signs where a ‘P’ or ‘P$ is used have a blue (may be reflectorised) background with any symbol used, legend and border white (maybe reflectorised)

• Sign Format A parking sign may be in one of the following formats. (Vertical sign or Horizontal sign)

Component 1 Component 2

Component 1 Component 3 Component 4

Component 2

Component 3

Component 4

All parking signs must include one of the R6 -1 Symbols in component 1 (type of restriction) and may include as appropriate, information detailed R6-2,(Class of Vehicle affected) R6-3,( Period of application) or R6-4 (extent of restriction) in components 2, 3 or 4 respectively. Where one or more components of 2, 3 or 4 are not included, the vertical height of the sign may be reduced, however, the width must be retained. Width of Signage For “Zone Begins”, “Zone Ends” and some clearway signs the width of the vertical sign must be at least 600mm. For all other parking signs the vertical signs must be at least 300mm wide and the horizontal signs at least 600mm.

Order of signage

1. A special vehicle lane sign installed on a panel must appear above all parking signs on that panel. 2. R6-1A – No stopping 3. R6 – 1B – No Parking 4. R6 – 1D – Parking permitted subject to fee/ Parking Permitted subject to fee and maximum period of stay 5. R6 – 1C – Parking Permitted/ Parking Permitted, specified time option 1/ Parking Permitted, specified time option 2. 6. Any sign incorporating the words “other times” must appear at the bottom of the panel.

1. Special Vehicle lane Signage

2. No Stopping

3. No Parking

4. Parking Permitted subject to fee/ Parking permitted subject to fee and maximum period of stay

5. Parking Permitted/Parking Permitted, specified time option 1/ Parking permitted specified option 2

6. Any sign incorporating the words other times must appear at the bottom of the panel.

Number of signs on one pole

Traffic control device 2010 amendment.

Application of signage

Clause 12.5(6) More than one but no more than four parking signs, or a special vehicle lane sign and no more than three parking signs, maybe erected on the same pole or in the same location on the same building, wall or fence, provided that they appear to conform with the specifications contained in series R6 parking signs in schedule 1.

Explanation of Parking Signs (Blue signs with white lettering)

Parking is allowed (subject to conditions printed on the sign.)

Clause 12.6(1) A Parking restriction that is indicated by a sign incorporating the letter “P” or “P$” on top of the sign, or that relates to a loading zone, applies between the hours of 8am and 6pm on days other than public holidays, unless otherwise specified on the sign or on a supplementary sign.

Clause 12.6(2) The expression “other times”, or an expression that has a similar effect, on a parking sign means that the restriction applies only during the time specified, but does not apply during the times specified by an immediate adjacent sign that notifies a different time restriction.

Clause12.6(3) Parking signs, other than those in 12.6(1) and 12.6(2) apply at all hours of the day and night, unless a time period is specified on the sign.

AT ALL TIMES AT ALL OTHER TIMES

These expressions changes an “8am – 6pm sign on days other than public holidays” sign into a “24/7” sign.

R6-1C Parking Permitted

Parking is permitted, generally for a specified maximum period, between 8:00am and 6:00pm every day except public holidays unless otherwise indicated in component 3

“P” indicates Parking is allowed. “180” indicates the maximum number of minutes a vehicle may park in this time restricted area. “Other Times” indicates that there is another sign on the pole which has conditions that go with it (in this example Clearway 7-9am) and that the “P180” will apply at times outside of those hours between the hours of 8am – 6pm on days other than public holidays. In this case Parking is allowed for 180 minutes from 9am – 6pm everyday other than public holidays.

Ref: Holidays ACT 2003 - Public Holiday Page

Skills Test

How long can motorcycles park in this area for?

Between what hours does this sign apply?

Can a vehicle other than a motorcycle park in this area?

A car is parked in an area displaying this sign – how long can someone legally park for?

Between what hours does the P30 sign apply?

Can you issue a notice if someone has parked for 2 hours on a Sunday?

Loading Zones (Ref :Land Transport Road user rule 6.16)

If only the words “Loading Zone” are indicated on the sign, this allows any vehicle to use the area for the purpose of loading and unloading goods or passengers.

“P”- Parking is allowed, “5”- Period of time you may leave your vehicle unattended.

However if there is a supplementary sign containing the words “Goods Vehicles Only” then only that type of vehicle is able to use the zone for the time specified.

Note: “P” parking is allowed, “5” period of time vehicle may be left unattended, Goods Vehicles Only

Supplementary Signage

Means sign, plate or notice installed below or in combination with another sign to provide additional information that relates directly to the other sign, and that has no clear independent meaning.

Provides additional conditions to the usual parking restrictions.

If these signs were displayed together the parking restriction would apply to the normal 8am – 6pm everyday other than public holidays, as well as 6pm – 9pm Friday.

Mobility Parking

A mobility sign is classified as a restricted parking area and is enforced by Road User Rule 2004 Clause 6.4 (1A) Parking contrary to notice, traffic sign, or marking. Mobility areas require signs, if you find an area without a sign report it as a sign fault. They also require yellow road-markings differentiating them from normal parking areas

To park in an area marked with the above signage you need to display a mobility card.

(New CCS mobility cards, previously orange)

Can cars without a mobility card park in this area?

Yes or No

Are vehicles displaying a mobility card allowed to park in the following: Bus Stops? Taxi stands? Clearways? BYL’s ?

Yes or No

Explanation of Parking Signs (White signs with red lettering)

Parking is NOT allowed at any time, subject to the conditions printed on the sign

Clause 12.6(3) Parking signs, other than those in 12.6(1) and 12.6(2) apply at all hours of the day and night, unless a time period is specified on the sign.

Means of indicating Prohibition on stopping (installation of signage)

Clause 12.2(2) A prohibition on stopping may be indicated by installing “No Stopping “signs (with arrows or supplementary notices, as appropriate, to define the area and time of application)

a) at right angles to the roadway (or in a way that clearly indicates the area of the road to which the restriction applies between any two signs) facing in the direction in which traffic on the side of the roadway in which the sign is installed is approaching the sign; and b) at a distance between any two signs of not more than 100m or 500m on a road on which a speed limit exceeding 70 km/hr is set.

Clause 12.2(3) A prohibition on stopping may be indicated by installing “Clearway signs (with supplementary notices, as appropriate, to define the area and time of application):

a) at right angles to the roadway facing the direction in which that traffic on the side of the roadway in which the sign is erected is approaching the sign; and b) that apply to the roadway past the sign in the direction in which that traffic is travelling as far as the next intersection on the same side of the road as the sign or the next clearway sign on that side, whichever is nearer; and c) at distances of not more than 100m between any two signs.

Clause 12.2(4) A prohibition on stopping may be indicated by installing a special vehicle lane in accordance with 11.2

Clause 11.2 Special Vehicle Lanes

11.2(1) If defining a part of a road as a special vehicle lane, a road controlling authority must, at the start of the special vehicle lane and after each intersection, along its length:

a) mark on the road surface a white symbol, that complies with Schedule 2, defining the class or classes of vehicles for which the lane has been reserved; and b) if for other than a 24-hour restriction, install a special vehicle lane sign that complies with schedule 1: i. defining the class or classes of vehicle for which the lane has been reserved; and ii. stating the periods for which the reservation applies.

11.2(2) a road controlling authority may provide the following traffic control devices to discourage use of a special vehicle lane by other vehicles, or to draw attention to the likely presence of vehicles entitled to the used by other vehicles:

a) additional white special vehicle lane symbols described in 11.2(1)(a) or signs described in 11.2(1)(b) along the length of the lane; or b) if for a 24-hour restriction, special vehicle lane signs; or c) a surface treatment that provides a contrasting colour or texture to that of adjacent lanes used by other vehicles: i. at locations along the length of the lane; or ii. along the length of the lane.

Angle of signage for special vehicle lanes is according to the general requirements for “Installation of traffic signs” (11.3)

Types of Signage

R6-1 No stopping

Drivers may not stop, stand or park in the area designated by the sign at all times (i.e 24 hours, 7 days a week) unless a lesser time is indicated in component 3

Can someone park in this area at 8am on Tuesday morning .

R6 – 1B No Parking

If the white and red sign includes the letter “P” in black encased with a red circle with a red diagonal slash – this means

Drivers may not stop, stand or park at all times (i.e 24 hours, 7 days a week) unless a lesser time is indicated in component 3 except for drivers of the class or classes of vehicles indicated on the sign in component 2 who may not stop stand or park other than for the purpose of loading passengers or goods and providing the driver remains in attendance of the vehicle.

“No parking except for the class of vehicle displayed.”

What times could you park a private car in one of the above areas?

What is a regulatory sign? Give three examples below.

General requirements for signing parking restrictions (TCD rule 54002 & Amendment 2010) Clause 12.5(1) Except as provided in 12.5(2),12.5(3) and 12.5(4) a road controlling authority must indicate a parking restriction, other than a zone parking restriction in 12.4(13), by providing parking signs, as specified in Schedule 1 and, if appropriate, with arrows or supplementary notices, defining their area or time of application:

(a) at each end of the section of roadway affected; and

(b) at or near both sides of any intervening intersection; and

Entry Exit sign

Clause 12.5(2) Where a road controlling authority has indicated the extent of a loading zone, reserved parking area or time restricted parking area by means of markings as described in 12.4 (5A), 12.4 (9) or 12.4(12), it may, instead of complying with 4.2(3)(b), indicate that parking restriction by providing signs, as specified in Schedule 1 and if appropriate, with arrows or supplementary notices, defining their area or time of application: (words written on the roadway – Loading Zone, P20, Bus Stop)

(a) Within the area and close to the end of the area furthest from an approaching driver; and

(b) At distances of not more than 200 m between any two signs.

Clause 12.5(3) A road controlling authority must indicate the extent of a parking zone described in 12.4(13) by providing signs, that indicate the nature of the parking restriction and that include the word “Zone”

Clause 12.5(3) A road controlling authority must indicate the extent of a parking zone described in 12,4(13) by providing signs, that indicate the nature of the parking restriction and that include the word “Zone”:

a) Where the zone starts with the words “Zone Begins”; and b) Where the zone ceases and no other zone parking restriction applies with the words “Zone Ends”; and c) Within the zone: i. At intervals sufficient to notify road users, but not more than 200m apart unless the zone is interrupted for more than 200m by an area subject to a different restriction; and ii. After an area where a different restriction applies.

Clause 12.5(6) (The red writing applies for signs erected prior to 1 April 2011)

Not more than two parking signs or three parking signs provided one of them is a ‘Clearway’ or special vehicle lane sign, or one parking sign and one pedestrian sign, may be erected on the same pole or in the same location on the same building, wall or fence More than one but no more than four parking signs, or a special vehicle lane sign and no more than three parking signs, may be erected on the same pole or in the same building, wall or fence provided that the signs and the order in which they appear conform with the specifications contained in series R6 Parking Signs Schedule1

Special Parking Areas (Bus Stops, Loading Zones and Taxi Stands)

Land Transport (Road User) Rule 6.15 also allows road-controlling authorities to create special parking areas for certain classes of vehicles. Special parking areas include bus stops, loading zones and taxi stands.

Rule 6.15 Parking on stopping places and stands

(1) This clause applies to an area of roadway that the road controlling authority—

a. reserves as a stopping place or stand for a class or classes of vehicle; and b. tells drivers about installing 1 or more appropriate parking signs at an adjoining place or at adjoining places that give drivers reasonable notice of the area’s presence.

(2) A driver or person in charge of a vehicle that does not belong to a class or classes of vehicle indicated by an appropriate parking sign installed at that stopping place or stand must not stop, stand or park the vehicle, whether attended or unattended, on that area.

(3) A driver or person in charge of a vehicle that belongs to a class or classes of vehicle indicated by an appropriate parking sign installed at that stopping place or stand must not leave the vehicle unattended on the area.

(4) An area described in subclause (1) may be marked by lines on the roadway put there by the road controlling authority. The road controlling authority must mark the area by putting lines on the roadway if it is practicable for it to do so.

Angle of Parking Signs (The writing in red applies only to signage erected prior to 1 April 2011)

If only one parking sign erected, provided the reserved area has clear road markings in place and it does not exceed 100m in length. In the case of a single sign, it must be erected at right angles to the roadway. If the area exceeds 100m in length, regulatory signs need to be installed at intervals not exceeding 100m along the entire length of the area. They need to be installed at each end of the section of the roadway affected. Arrows,or signs incorporating arrows, to indicate the direction of application of a sign must be installed parallel to or at an angle of not more than 45 degrees to the roadway from the side of the roadway to which they relate. From1 April 2011 – A road controlling authority must install a traffic sign on the left-hand side of the road from the point of view of a person approaching the sign, except if a different position: d) would be safer and more effective in the circumstances; or e) is specified in any enactment

If a bus stop is 120 meters long. How many signs need to be installed?

What angle to the kerb do they need to be?

Where would the signs be placed along the bus stop?

Markings (Section 5)

Purpose of Markings

A marking has one of the following functions:

a) “regulatory” that is, it instructs road users by requiring or prohibiting specified actions on the road; b) “warning” that is, inform road users of permanent hazards on a roadway or gives advance notice of features on or near a road; c) “advisory” that is, it provides road users with information or guidance in the intended use of the road.

Road Markings and Signs Required

While the majority of parking restrictions are controlled by parking signs, some restrictions require road markings in addition to signs. Those restrictions that require road markings and signs include:

• Bus stops, taxi stands, loading zones, • motorcycle parking ,disabled parking Area marked out in yellow (Regulatory line)

Angle Parking

Ref TCD Rule 12.4(1)

If a road controlling authority restricts vehicles to parking only at an angle to the direction of the roadway, the road controlling authority must:

a) unless the road surface makes it impracticable, indicate this by marking parallel lines to indicate the allowed angle of parking and may install suitable signs with arrows to denote the extent of the restricted area; or b) if the road surface makes it impracticable to mark the road, install suitable signs with arrows to denote the extent of the restricted area.

12.4(1A) Where a road controlling authority restricts the direction of vehicle entry into angle parking spaces, it must provide a sign that complies with Schedule 1, and that specifies the direction of entry.

Ref: TCD rule 12.7 General requirements for marking parking restrictions If a road controlling authority marks an area to indicate parking spaces or the angle at which vehicles must park, those markings must be white, except if the area is a loading zone or reserved parking, for which the markings must be yellow.

Area marked out in white (Advisory line)

Road Markings Only Required:

1) Fire hydrants - Land Transport (Road User) Rule 2004 6.10(1) Two markings only required to be painted yellow for enforcement purposes 1) Triangle 2) Fire hydrant Plate: Other markings are extra.

Means of indicating prohibition on stopping 2) Broken yellow lines – TCD Rule Section 12 – 12.2(1) a,b,c,d A prohibition on stopping may be indicated by marking a broken yellow line that: a) must be not less than 100mm wide; b) consist of painted strips not longer than 1m from the adjacent kerb of the roadway to indicate that the stopping of vehicles is prohibited on that side of the roadway; c) if there is a kerb, is not more than 1 m from the adjacent kerb of the roadway to indicate that the stopping of vehicles is prohibited on that side of the roadway; d) If there is no kerb, is located to indicate that the stopping of vehicles is prohibited if any part of a vehicle stopped on that side of the road is closer to the centre of the road than the broken yellow line.

Land Transport (Road User) Rule 2004 6.4(4)

A driver or person in charge of a vehicle must not stop, stand, or park the vehicle on any part of a roadway where the road controlling authority has marked a broken yellow line parallel to, and at a distance of not more than 1m from, the edge of the roadway.

Marked Bus Stop – Land Transport (Road User) Rule 2004 6.15 (2)

This sign is at a right angle to the roadway (Pre- Feb 2005) AMO = Area Marked Out

Regulations state that the road-markings must comprise of a solid yellow line at right angles to the edge of the roadway and a broken yellow line parallel to the edge of the roadway, joining the solid yellow lines.

This sign at 0-45’ WCA (Feb 2005) WCA = With Corresponding Arrows

Loading Zones and Taxi Stands are marked out in the same manner.

Reminder: The distances between each sign on a bus stop or other special parking area must not be more than 100 metres

Required Signage

This clearway sign is at a right angle to the roadway.

Clearway signs must be erected at right angles to the roadway facing in the direction of approaching traffic at no more than 100-metre intervals apart.

Approximating Distances

• A good way of guessing distances is to think in terms of standard car sizes.

• A car length is about 5 metres and a car width is 3 metres.

• When entering distances to signs in your enforcement device (PDA) Remember – if a vehicle is parked right next to a sign – record the distance as 1 metre – never zero metres.

Note: If only 1 sign at right angle to the roadway, this is acceptable if bus stop was there before TCD rule Feb 2005 came into Bus Stop Signage use.

2 x signs installed parallel to, or at 45 degrees are required not more than 100 metres maximum AMOWCA = area marked out and signs with corresponding arrows (prior to 1 April 2011).

A sign erected or replaced after 1 April 2011 must comply with the new TCD amendments.

Skills Test

Clearway signs must be directly facing the …………………………………

At what angle is a Clearway sign erected? ………………………………..

At what angle are Bus Stop signs erected? ………………………………………………

If there are 2 signs, what else must be indicated on the signs?......

Parked a vehicle within 6 meters of a Bus Stop sign

If there is a single sign at 90° and the area is not marked out - cars must not park within 6 metres from the sign in either direction.

Rule 6.8 Parking near bus stop

(1) A driver or person in charge of a vehicle must not stop, stand, or park the vehicle within 6 m of a bus stop sign. This subclause is overridden by subclauses (2) and (3).

(2) If the vehicle is a bus, the driver or person in charge of it may stop or stand the vehicle within 6m of a bus stop sign.

(3) If the area in which stopping, standing, or parking is prohibited is marked out as

being longer or shorter than 6 m, the provisions of clause 6.15 (P-Code P108 apply).

Regulatory (Red and White) Signage

Regulatory (Blue and White) Signage

SIGNS AND ROAD MARKINGS

SKILLS TEST (Fill in the spaces)

a) A sign that imposes a parking restriction and incorporates the letter “P” or “P$” on the top of the sign, or relates to a loading zone, applies between the hours of ...... and ...... on days other than public holidays, unless otherwise ...... on the sign or on a supplementary sign. All other signs apply at all hours of the day and night, unless a time period is specified on the sign.

b) Parking is ...... allowed at...... , subject to conditions printed on the sign

c) Clearway signs must be erected at ……………… ...... to the roadway facing in the …………….. of …………… ………………… at no more than …….. metre intervals apart.

d) Parking signs – if there are 2 x signs these must be erected parallel or at an angle of not more than ...... ° to the roadway for signs erected prior to 1 April 2011 with what else indicated on the sign ...... ?

e) If a Bus Stop is more than 100m in length how many signs are legally required

...... f) Location Signage needs to be installed at ...... and Exit points of the restriction area no more than ...... metre intervals and either side of an Intersection.

g) Explain the Land Transport Act 1998, Traffic Control Devices Rule 54002 Section 12 Para 12.2(1) surrounding the legal requirements of marking out BYL’s that exceed 30 metres – (give the correct measurements )

1. Distance from the kerb zero to ...... metre

2. Distance of the yellow line ...... metre in length

3. Distance between broken yellow lines, gaps of no more than ...... metres

h) What colour is an advisory line road marking?

...... i) What colour is a regulatory line road marking?

......

j) While the majority of parking restrictions are controlled by parking signs, some restrictions require road markings in addition to signs. Name (2) parking restrictions controlled by parking signs that require road markings in addition to signs

1......

2......

k) Name the (2) restrictions that require road markings only

1......

2......

Parking Restrictions

Time Restrictions

• Why Time restrictions are imposed • Different Levels of time restriction fines • How to work out fine amounts

Why time restrictions are imposed

Time restrictions are introduced into areas where parking space is in demand and there is evidence of difficulty when looking for a park. The length of time allocated to parking areas is decided by strength of demand and commercial imperatives in the area.

When this period has expired, a system of six fine increasing fine levels are based on the length of time a vehicle has overstayed.

Length of time the vehicle has exceeded over the restriction time Penalty Amount Up to half an hour $12 Over half an hour not more than 1hr $15 Over 1 hour not more than 2hrs $21 Over 2 hours not more than 4hrs $30 Over 4 hours not more than 6hrs $42 Over 6hrs $57

Time restrictions range from P2 right through to P240. These restrictions have been carefully engineered to govern demand in different areas of the city. A P2 for example, is designed for dropping off & picking up passengers, you will normally see these at commuter terminals. It is important that all time limits are adhered to which ensures frequent turnover of parking for all.

Tracking vehicles in restriction areas

Returning to chalked area: When you return to the restricted area after the time of the restriction has elapsed, you need to check the tyres of the parked vehicles that the chalk marks are still there. If marks are still visible, this indicates that the vehicle has not moved since the chalk mark was applied. When a vehicle is moved the chalk mark is automatically worn off as the vehicle drives along the road. The best indication that a vehicle has not moved is chalk dust in the tread of the tyre.

Report any sign faults that you find. Remember, if there is no correct (legal) signage then there can be no offence.

Procedure for issuing First available infringement notice

▪ Check the signage is correct

▪ Chalk the vehicles in a selected restriction area

▪ Leave area and return when restriction time for area is exceeded

▪ Once the restriction time has been exceeded then you may issue an infringement notice.

Remember: Vehicles are allowed too legally park for the restriction time displayed on the sign

1.3 Enforcement Methods

Below is the method of enforcement for this offence.

METHOD

10 10 minutes legally allowed

+1 1 minute

= 11 minutes First available notice time

Issue infringement on 11th minute

Note: The restriction time for area must be entered in your enforcement device PDA When issuing a time restriction infringement notice you must ensure to check and insert the correct restriction in the PDA field i.e.: P60, P10, P30 etc. Note: While wardens can issue after 1 min it is always at your discretion to give drive extra time ie 10 mins grace

Formula

To calculate the first available notice time, use of the following formula:

METHOD Chalk Time + Restriction Time + 1 minute

Formula for the other offence levels

B Chalk Time + Restriction Time + 31 minutes $15

C Chalk Time + Restriction Time + 61 minutes $21

D Chalk Time + Restriction Time + 121 minutes $30

E Chalk Time + Restriction Time + 241 minutes $42

F Chalk Time + Restriction Time + 361 minutes $57

Replacing and upgrading an Infringement Notice.

If you issued a “$12 FINE” to a vehicle and you return 1 hour later to find the vehicle still there – you can replace and upgrade the original “Notice” with the appropriate fine level .

Skills Test

Using the formula what is the first available infringement notice time for a vehicle chalked at 9.35am using the signs displayed below.

(Write your answer underneath the parking sign)

What is the first available notice time for a vehicle chalked at 9:44am in a P20 area?

…………………………………………………………………………………………………..

What is the first available notice time for a vehicle chalked at 11.02am in a P15 area?

…………………………………………………………………………………………………..

What is the first available notice time for a vehicle chalked at 3.12pm in a P30 area?

……………………………………………………………………………………………………

Enforcement Scenario:

You issue a $12 fine to a vehicle at 10am. You are patrolling the same street two and a half hours later and you realise the same vehicle is still parked in the same place along with your original chalk mark which is still clearly visible. (The vehicle has not moved & the $12 fine is missing from the windscreen where you attached it)

Do you…..

A) Just review the original $12 fine stored in your PDA and increase it to a $30 fine then attach the notice to the vehicle.

B) Process a new $12 fine using the original chalk mark.

C) Leave it and move on.

D) Re-chalk the vehicle on a different tyre and start the process over again

E) Wait for the owner to return, ask for the $12 fine back so you can replace it while they wait.

Complete the following table giving the correct P- code and fine level

Metered and Pay & Display

Spaces

Hamilton City Council CBD parking spaces are manned by coin operated meters and Pay and Display machines. This method of parking control is to:

• Create turnover for businesses within the CBD • Ensure customer parking is available • Customers that use cash • Customers that don’t use technology

When non-payment has been observed for a metered space, a system of six fine increasing fine levels are based on the length of time a vehicle has overstayed.

Length of time vehicle has been parked on an expired meter space Penalty Amount Up to half an hour $12 Over half an hour not more than 1hr $15 Over 1 hour not more than 2hrs $21 Over 2 hours not more than 4hrs $30 Over 4 hours not more than 6hrs $42 Over 6hrs $57

When non-payment has been observed for Pay and Display areas

No receipt Obtained Penalty Amount Failing to Display a Valid Pay & Display Receipt $40

When payment has been made via a Pay and Display receipt, but receipt has expired

Length of time receipt has been expired after time expired Penalty Amount Up to half an hour $12 Over half an hour not more than 1hr $15 Over 1 hour not more than 2hrs $21 Over 2 hours not more than 4hrs $30 Over 4 hours not more than 6hrs $42 Over 6hrs $57

Procedure for issuing First available infringement notice

▪ Check the chalk mark is still visible

▪ Chalk the meter or pay and display ticket has expired

▪ Check that the meter or machine has no faults ie coin jams, paper jams, card reader errors

NB if a fault has occurred with a meter contact the technician immediately and do not issue.

Remember: Drivers should be given 10 mins to get coins for machines

2.3 Enforcement Methods

Below is the method of enforcement for this offence.

METHOD

Time/reciept expired

Chalk vehicle if no fee paid or ticket expired

Warden to do another round before issuing for non-fee paid

Sensors

In October 2017 Hamilton City Council elected to trial 2-hours free parking. This would provide the ultimate convenience for the customers where they could park and walk away satisfied in the fact that they get 2 hours free

To assist with free parking Hamilton City Council incorporated a technology based approach: using sensors and smart spots in conjunction with the officer’s hand-held devices.

(Example only)

Rollout

• 1308 CBD spaces with sensors installed • 747 metered spaces • 9 on-street pay and display machines (3 machines do not have text or credit card functions) • All Mobility Spaces, Load Zones, Goods Vehicle Load Zones, P5, P10…. Within the CBD have sensors • Space numbers attached to the sensor spaces (found on the kerb side)

Method of space validating

• Vehicle arrives • Sensor transmits an electronic chalk mark to smart spot • Smart spot transmits to data base in the cloud collates information and records an event • Event is transmitted to handheld notifying officer a vehicle is requiring a validation • Officer attends the space to scan the vehicle registration to complete the event and attributes automatic 2 hours free from electronic chalk time • Notification is transmitted back to the database with the registration put against the space and sensor number

Note: The system auto calculates the 2 hours free period from time of arrival, overstay and vacating. Incorporated in the system is a built in 10 min grace period allowing drivers time to get back to their vehicles.

Enforcement Method

• The system self calculates, from arrival, the 2-hour period – regardless if the vehicle has been validated or not • The system sends a notification to the warden’s hand held notifying an overstay • Warden is directed to the space via the sensor space number • Warden checks for payment – meter, pay and display ticket or app payment through the handheld • Warden checks handheld summary screen • Issue infringement

Electronic chalk time expired

2 hours free has expired, and no fee paid for extra time

Notification sent to handheld notifying an overstay has occurred

Self-calculated system chooses correct violation for wardens

Infringement amounts for overstaying 2-hour free period (1 x 10 minute included) and not paying the fee

Length of time the vehicle has exceeded over free period – no fee paid Penalty Amount Up to half an hour $12 Over half an hour not more than 1hr $15 Over 1 hour not more than 2hrs $21 Over 2 hours not more than 4hrs $30 Over 4 hours not more than 6hrs $42 Over 6hrs $57

Note – After the free period is observed payment is required to continue parking

• Coins (All meters and pay and display machines) • Credit Card (Pay and display metro machines only) • Text (Pay and display metro machines only) • App (Pay my park app)

On-street trainer to take warden through training on PDA device

PPE Equipment, Procedures and Use

• Standard Parking Radio Procedures • Phonetic alphabet • Radiotelephone 10 codes used for communication purposes • Practical use of communicating a radiotelephone effectively • Emergency Procedures • Handling and using your RT • Personal Safety and Radio care • Debriefing procedure – post 10 code incident

Standard Radio Procedures

Your Radiotelephone (RT) is your lifeline – it connects you with everyone else on your team and should an emergency occur – it will be your only means of communicating with others and asking for assistance. In order to maintain the integrity and efficiency of our RT system there are strict guidelines about how the RT’s are to be used.

IMPORTANT Always use your officer number to identify yourself and never use someone’s name to identify them, as this can pose a security risk. When calling acknowledge the person you want to speak to first, and then identify yourself.

Examples:

Officer calling base Base calling Officer Officer calling Officer

(Base - 1100) (1100 - Base) (1100 - 1278)

IMPORTANT Never turn your radio off or turn the volume down so low that you cannot hear it.

Your aim is to send a message that is received and understood in the shortest time possible. Remember, your RT is not a telephone – you can never speak at the same time as someone else.

What will you use your RT for?

• To call in tows • To contact your supervisor for assistance • To report sign or road marking faults • To report meter faults • To query a vehicle registration • To report an emergency

Why would you receive a call from Base?

• To monitor and ensure your safety • To dispatch you a log complaint

Communication Essentials

Phonetic Alphabet

The phonetic alphabet needs to be used when communicating registration plates and confirming names or locations. It prevents confusion and misunderstandings.

A Alpha N November

B Bravo O Oscar

C Charlie P Papa

D Delta Q Quebec

E Echo R Romeo

F Foxtrot S Sierra

G Golf T Tango

H Hotel U Uniform

I India V Victor

J Juliet W Whiskey

K Kilo X X-Ray

L Lima Y Yankee

M Mike Z Zulu

RT Phrases

These phrases are designed to conserve time – you need to use them whenever you can. Phrase Meaning

Affirmative Yes/Copy COA Clear on arrival Correction I’ve made an error – the correct version is Disregard Ignore last communication ETA Estimated time of arrival Go Ahead Proceed with your message Radio Check Is my transmission signal clear Do you copy Do you understand Copy Understood Negative No or permission not granted BVE Blocked Vehicle Entrance QVR Query Vehicle Registration NVI No Vehicle of interest RTO Return to office

RT 10 Codes

These codes are specific to Hamilton City Council and they communicate common messages quickly and efficiently. These are essential for reducing the airtime need to communicate standard messages and requests for assistance.

10.0 Off Duty KEY 10.1 Stand By Black = Not common use 10.2 Message Received Blue = Common use 10.3 Clear from incident Green = Log complaints 10.4 Please repeat message Red = Emergency codes Brown = Injury (officer 10.5 Arrived at scene only) 10.7 Off the air at … (time) 10.9 Urgent back-up required 10.10 Police Assistance Req. 10.12 Meal Break 10.13 Signing on for patrol 10.14 Accident (specify injury or non-injury) 10.19 Radio Silence 10.20 Location-Where are you? 10.21 Tow Away 10.22 Owner Return 10.23 Can public overhear radio? 10.25 Are you all right?

Using the phonetic alphabet write out full examples below:

AO1279 …………………………………………………………………….

TKTMEE …………………………………………………………………….

QS9732 …………………………………………………………………….

UFL1NG …………………………………………………………………….

ZT1270 …………………………………………………………………….

HOTT1E ……………………………………………………………………..

Using the 10 Codes

What do the following codes and phrases mean? 10.1 10.2 10.7 10.21 10.10 10.4 Disregard Radio check

Important - Privacy When making or receiving transmissions you must ensure to maintain privacy on the air. Do not use people’s names on the open channel Always be aware of who is listening around you

Skills Test Record ‘Radio Speak’ for the following situations:

What is the first thing you say when beginning a radio conversation?

If you were asked if you were 10.23, what would that mean?

What would you answer if you were asked your 10.20?

What do the codes 10.9 and 10.10 relate to?

If you were asked to 10.1 what does this mean?

Communicating Towing Details

Towage details and information recording are an essential part of your role Wardens can call directly when a tow wagon when required to remove a vehicle from the road for one of the following reasons.

▪ Obstruction ▪ Road safety ▪ In the Public interest

Towing Details

To initiate the verbal contract the warden must speak clearly and convey to the tow contractor:

o Registration Plate “I have a…… ABC123”

o Make “It is a Holden”

o Model “Commodore….”

o Location “Bryce Street clearway….”

o Call time “16:38am ……”

QVR (Query Vehicle Registration

▪ “Base – Officer Number” ▪ (Pause) – Wait for base to respond ▪ “Can I have a QVR on a vehicle – reason being ......

Example

▪ L/Label and plates don’t match ▪ Suspected Stolen ▪ Wait for base to respond ▪ Registration details, make, model, colour and location. (Alpha Tango 3868, Mitsubishi Galant, Colour – Red)

NOTE: Do not QVR on EVI and L/Label if vehicle has driven off!

METER FAULTS

• Base …….your officer number (Pause) • Meter Fault – Worley Street • Meter number 6115 • Not accepting coins • wardens can also call the technician from device

Personal Safety and Radio Care

• If your radio is faulty – return to base immediately. • Make sure you dock your radio for recharging every day. • Ensure if you use a replacement R/T to advise your supervisor.

Emergency Procedures

What is an emergency? In your opinion, what constitutes an emergency?

An emergency is one where you feel your personal safety is in jeopardy. However, we encourage you to pre-empt the escalation of a situation by calling in an emergency earlier rather than later. The safety and well-being of you and your fellow officers is of paramount concern.

Why we have emergency procedures

Due to the nature of your role – you, or one of your team members, may be faced with members of the public who are irate, abusive or maybe even violent. By the end of this section, you will understand the process to follow and how to confidently and competently handle any crisis with the assistance of your team. We hope that by you knowing that support and assistance is just the touch of a button away, will help you remain calm and to think clearly.

To make an emergency call

▪ Procedure TBC awaiting software upgrade

Emergency Procedure Response

▪ Warden to call 10:10 location, descriptions ▪ Can leave mic open for safety and keep talking ▪ Base will run the procedure and direct staff where needed. ▪ All staff to be on standby, maintain radio silence and await further instructions

Compulsory Response It is every officer’s responsibility to respond to an emergency call only if you are in close proximity to the emergency (within 5mins walking distance).The radio room will continue to manage the situation; they may issue instructions or directions. However, it is imperative you do not wait for instruction if you are nearby respond immediately maintaining radio silence (10.19).Only respond if you have arrived at the scene.

Primary Objective Upon arrival at the scene – make your presence and support visible, but do not rush in as this may make the situation worse. Your primary objective is

“To assist the officer in need to safety”

▪ leave the scene if possible ▪ do not get involved with the offender ▪ do not follow the offender ▪ If you have the opportunity, make notes about the assailant’s appearance etc.

What constitutes a 10.9 situation?

A 10.9 call is defined as “urgent back-up required” – the officer has been threatened and requires urgent support from another parking officer. Generally, the warden involved feels the situation is out of control and urgent outside intervention is required.

What constitutes a 10.10 situation?

A 10.10 call is defined as “police assistance required” – the officer has been physically assaulted and requires immediate police assistance as well as Parking officer support.

A 10.10 incident will be monitored until: a) The police arrive on scene, who will then take control of the situation. b) The offender has left the scene. c) Another officer arrives on scene and confirms to the comms room that the situation is resolved and they are accompanying the officer back to the office.

Remember: Your safety is paramount at all times, if you can walk away……….. DO IT!!!!!

Procedure for parking officer post 10 code incident

The purpose of the following procedure is to allocate the parking officer mandatory stand-down time to clear their head, gather their thoughts, and analyse what has happened to prevent a repetition of a potentially confrontational situation occurring in the near future. The stand-down period is non-negotiable by the officer.

On experiencing and reporting a 10 code incident

▪ Following a 10 code incident, the officer shall be debriefed by their Team supervisor or the duty supervisor on the incident.

▪ The officer is to be stood down from duties for a period of 2 hours. (Mandatory Health & safety)

▪ The officer will be required to pair up with a buddy for the rest of the day. (Mandatory Health & safety)

▪ At their supervisors discretion they may be required to attend to light duties or depending on the severity of the incident, the officer may be sent home. The officer will be re- evaluated the following morning as to their confidence and willingness to return to full duties.

▪ Should the officer not be fully confident they will be paired up with another officer or supervised by their supervisor.

▪ This will be repeated until the officer is fully confident they have the ability to deal with future situations they may come across.

▪ The officer will not be placed back in the area the incident occurred for a minimum period of 2 weeks and depending on the circumstances may be longer.

▪ The team supervisor will meet with the officer on a weekly basis the following (4 weeks) for peer support and to ascertain if there are any residual effects on the officer’s performance.

Your manager will give you their full support and he/she will make you aware of the availability of EAP the Employee Assistance Program and its services.

Cameras

The use of cameras was first introduced to HCC wardens in 2013. The purpose of the cameras was to:

• Deter physical harm

• Provide evidence of conversation history

• Provide evidence for adjudicators

• Protect the officer’s safety

• Protects integrity Camera’s not only protect the warden’s but also the public from unprofessional behaviour of staff This is a very important part of warden’s PPE gear. All cameras can run for 16hrs per day, however only 8 hours is required.

Note – Compliance Supervisors expectation is that all cameras are on for full on-street warden duties at all times, only turning them off:

• When visiting the toilet

• Lunch breaks

• Organisational meetings

Refer to the HCC SURVELIANCE CAMERA POLICY - D-1073049 about footage and privacy (attached)

To operate the camera

Press Button 1 and Button 2 simultaneously to turn the camera on. Press Button 1 and Button 2 simultaneously to turn the camera off.

NB – wardens can bookmark any event when situations escalate – indicated by the yellow arrows, bookmarks created allow administrators to go to the event without searching footage.

Top view of Camera

Red light indicates camera is operating and recording (Lets warden know) Green Light indicates the power level (2 red lights – device will cease to work)

Front View of camera

2 lights at the front indicate camera is operating and recording (Lets the public know)

Only administrators can access all footage. Wardens have cannot see footage once is it uploaded.

Charging and Docking Port

To charge and upload all devices sit on a cradle or docking station. The wardens can put this in the station at any time during the day or if a request is made to look at footage the supervisor will instruct the warden to do this whilst on break. After their daily shift these will remain on charge until the next day’s shift begin

Area Management and Operational Guidelines

▪ Being Prepared (pre-departure check)

▪ Guidelines when chalking vehicles

▪ Mobility permit holder concessions

▪ Enforcement of mobility spaces for permit holders only

▪ Two types of Loading Zones

▪ Consistency in enforcement

▪ Entering your area

▪ Dealer Plates / Plates

▪ Contractors - consideration

Before leaving the office, make sure you have everything you will need and make sure it is working. - PDA - Printer and (small spare roll of notices) - Radio Telephone - Parking officer notebook - Pen or Pencil - Chalk - Sunscreen lotion - Hat - Hi-Viz Vest - Sunglasses

Radio pre-check

Ensure to check that you have your assigned radio with you before leaving the office and that the battery is fully charged. Test you RT by making a 10:13 “officer on duty call” every morning to base (Mandatory) If your radiotelephone ever stops working while you are on patrol - you need to return to the office immediately. This is for your own safety. Report the faulty RT to your supervisor and pick up a spare one.

Entering your Area

IMPORTANT - Check for exit points to ensure your safety

Many areas have unique situations and issues to be aware of – ask your buddy trainer for advice if you are patrolling an area for the first time.

If you have a Service request to respond to, do this before commencing your normal duties. Make sure your pay and display machines and are operational and there are no signage or road marking problems, which need attention. Report any issues to your supervisor as soon as possible. Familiarise yourself with the locations of the bus stops, loading zones, mobility spaces and other restricted areas as these may require more frequent monitoring than the pay and display zones.

Managing different restrictions within your area

It is likely your area will be made up of a variety of restrictions. The best tactic is to divide your area into manageable chunks and to spread your time among all the different restrictions. It is not feasible to try to chalk up your entire area all at once. Some of the variety of restrictions in your area may include the following:

Bus Lane Mobility GV Loading P5 P10 P120 Spaces Zones

P&D Ordinary Areas Car park Loading Clearway Bus Stop P60 zones

Using the example below how would you best manage this area?

(Discuss this with the person sitting next to you and as a group with your trainer)

TIP: When entering a street, don’t forget to check the street name

Transport Parking Officer Chalking Guidelines

Method 1 Parking Officer places a clear chalk mark displaying the current PDA time on the centre of a vehicles tyre. Normally the front left tyre is marked, as it is accessible from the footpath and easiest to reach.

Method 2 Parking Officer places a clear chalk (slash) mark on the centre of a vehicles tyre. Normally mark the front left tyre as it is accessible from the footpath and easiest to reach. Parking officer is then required to record the time of chalking in the parking officer notebook for future enforcement reference.

Chalking start times It is not feasible from a legal perspective or permitted for a parking officer to have the same chalk start times recorded in two different streets at the same time.

Returning to chalked area

When returning to a previously chalked-up area the parking officer is required to check the tyres of the parked vehicles to make sure that the chalk marks are still clearly visible. If the chalk marks are still visible, this indicates that the vehicle has not moved since the chalk mark was applied. The best indication that a vehicle has not moved is to check for chalk dust in the tread of the tyre. This will fall out after one rotation – while the chalk mark itself will be completely removed if driven around the block while the vehicle travels along the road It normally takes around 7 rotations of the tyre for the chalk mark to be removed depending on the road surface and conditions at the time.

Transferred chalk mark

Parking Officers should be aware that a chalk mark could be transferred from a tyre onto a dry road surface when a vehicle is exiting a parking space and picked up again by an incoming vehicle (more prominent on angle parking areas). Consistency in your chalking technique can overcome this problem. Always be aware of this issue especially on smooth road surfaces and if in doubt – re chalk the tyre.

Parking officers are not permitted to chalk the sidewalls of a tyre, only the tread.

Why do you NOT chalk the side of a tyre?

How can you tell by looking at a chalk mark if the vehicle has moved?

Other issues

Constantly monitor road safety offences such as parking on broken yellow lines and double parking, Bus stops etc. Check areas of construction or public works and make sure pedestrian areas are marked and consideration for safety is being observed.

Narrow streets

For a street to be classed a narrow street it must be 6.2 metres or less.

Mobility concessions for Mobility permit holders

Mobility permit holders parked in an ordinary Time restriction are given double the time displayed on the parking sign. If in a Pay & Display area, the permit holder is given double the time if the minimum tariff has been paid for that area. IMPORTANT – this is only for P30 & P60 time limits

Management of Mobility Spaces

Mobility signage usually states “At All Times” so can be enforced 24 hours a day, seven days a week. If a mobility permit is expired, you may issue a notice but under no circumstances tow the vehicle.

Enforcement of Mobility Spaces

If vehicle attended parked in a mobility parking space and is NOT displaying a mobility permit, ask the driver to show permit, if no permit displayed issue notice – no excuses from driver accepted. If unattended issue notice immediately.

Orange (Old Card) Green & White (New Card)

Loading Zones

There are two (2) types of loading zones

1. GOODS VEHICLE LOADING ZONE (GVLZ)

Below this loading zone sign there is a supplementary sign containing the words "Goods vehicles only", only a goods vehicle is able to use the zone for the time specified. `

Interpretations of Goods Vehicle:

(a) Designed exclusively or principally for the carriage of goods; or (b) Used for the collection or delivery of goods in the course of trade

2. ORDINARY LOADING ZONE (ANY VEHICLE TYPE)

If the words “Loading Zone” appear, this allows any vehicle to use the area for the purpose of loading and unloading goods.

Any vehicle type

Can use this loading zone for the purpose of loading or unloading

This includes loading people...

Identifying a goods vehicle

Circle all the vehicles below that are not classed as a Goods Vehicle.

What would you do if you saw a car in the GV loading zone and the driver unloading suitcases from the boot on to the footpath? Would you issue a notice? Why or why not?

If a truck was parked in the middle of a bus stop, unloading boxes of wine into a wine shop and there were no loading zones close by what would you do? Would you issue a notice? Why or why not?

Can a bus park in a GV loading zone?

Marked Police vehicle Prison Van

Dealer Plate or Trade plate (Car dealers)

Current Year

Vehicles displaying dealer plates may travel up to 50km from the yard. It is only a requirement to display one plate on the rear of the vehicle.

Vehicles displaying dealer plates do not have to display a License Label as the fee for this has been paid within the purchase of the dealer plate.

However, the vehicle should have a current EVI displayed or a safety check sheet. This may not be possible if the vehicle has been brought straight off a ship on its way to a car yard.

Vehicles that display dealer plates are issued to car dealers

The plate must be attached (not affixed) to the rear of the vehicle only and must be visible.

If you have issued an infringement notice for no EVI do not cancel the notice because the driver has returned with an excuse as to why they do not have one. The driver will have to write in to the council with the appropriate paper work to prove what has been stated for a review of the infringement notice.

Plates

Motorcycles Motorcycles are required to have only one (1) number plate only

Dealer plates Vehicles displaying a dealer plate are required to have only one (1) plate

Trailers Trailers are required to have only one (1) number plate only

Consideration to Contractors – Public Safety

Glass Contractor Vehicles

Contractor vehicles carrying glass will be given consideration by parking officers as to where they park for the safety of carrying sheets of glass. If parked in P&D areas they will still be required to purchase a receipt and display; however, that is all that is req uired. If the vehicle is unattended and there is no glass visible on the vehicle then enforce as per normal procedure. Use your discretion and common sense for in the first instance public safety comes first.

Cash Handling Vehicles These vehicles carry large amounts of cash around to various banks etc. or collect cash from P&D machines or businesses etc. They may need to double park or park directly outside of where they are picking cash up.

Be aware that they have a defence to do this in the course of their job. If the vehicle remains unoccupied and is still there after a total of 15 mins or more call Base and arrange for the security cash company to be asked to move the vehicle or call police. (Robbery).

Traffic Light Maintenance

TSL Group have a permanent TMP (Traffic Management Plan) which allows them to park on the footpath to conduct repairs to traffic lights.

OPERATIONAL GUIDELINES

Local Government Parking Operational guidelines are policies and procedures, which are to be followed when enforcing bylaws/traffic rules.

Definition of Guideline

“A statement or other indication of policy or procedure by which to determine a course of action”

Operational guidelines provide you with the rules and parameters of your role. They provide instructions about when a notice can be issued. They also give information about anomalies and exceptions. They should be your first point of reference if you have any questions about your job.

Should you need any clarification or have any questions – please see your supervisor.

Application of guidelines

Policies and procedures needs to be followed when enforcing traffic regulations.

Guidelines create consistency of enforcement among parking officers and your customer support team.

Demonstrating consistency when responding to the public verbally

Most people make an assessment of you within the first three seconds so ask yourself this question: Do I portray knowledge in what I am doing?

Essential Characteristics

• Knowledge of the business: • Knowledge of the legal requirements. • An understanding of the importance of your role

Parking Officer Discretion

‘To assist the safe and effective flow of traffic’

Parking officers on the scene may use their discretion before applying the guidelines with the following options should the circumstances warrant this at the time. If not, full enforcement should take place. It should also be pointed out that a ‘common sense attitude’ should prevail at all times on the Parking Officer’s part when encountering on-road problems.

Land Transport (Road User) Rule 2004 - Part 6 Stopping & Parking

6.20 Exceptions under this Part

(1) This clause contains exceptions to this Part that are in addition to the exceptions in clause 1.8

(2) A driver or person in charge of any goods vehicle is not in breach of clause

6.11 or clause 6.12 if he or she proves that the act or omission complained of—

▪ (a) took place in accordance with the directions of a notice, traffic sign, or marking on the roadway; or

▪ (b) was necessary for the loading or unloading of the vehicle in the course of trade, and took place with due consideration for the safety and convenience of other road users, and either—

▪ (i) that alternative access for the purpose of loading or unloading the vehicle was unavailable; or

▪ (ii) if alternative access was available, that the circumstances existing at the time were such that it was unreasonable to require the alternative access to be used.

(3) A driver of any taxi is not in breach of clause 6.11 if the driver proves that—

▪ (a) the act or omission complained of took place during the picking up or setting down of passengers in connection with their carriage for hire or reward and took place with due consideration for the safety and convenience of other road users; and

▪ (b) either—

▪ (i) alternative access for the purpose of picking up or setting down passengers was unavailable; or

▪ (ii) if alternative access was available, that the circumstances existing at the time were such that it was unreasonable to require such access to be used.

Land Transport (Road User) Rule 2004 - Part 1 Preliminary provisions

1.8 General exceptions

(1) A person is not in breach of this rule if that person proves that—

▪ (a) the act or omission complained of took place in response to a situation on a road; and

▪ (b) the situation was not of the person's own making; and

▪ (c) the act or omission was taken— ▪ (i) to avoid the death or injury of a person; or ▪ (ii) if the act or omission did not create a risk of death or injury or greater damage to any property, to avoid damage to any property.

(2) Subclause (1) does not apply if a court is considering, in proceedings for an offence specified in the Act, whether or not a person had complied with this rule.

(3) A person is not in breach of this rule if that person proves that the act or omission complained of—

▪ (a) took place in compliance with the directions of an enforcement officer, a parking warden, a traffic signal, or a traffic sign; or

▪ (b) in the case of an act or omission done by an enforcement officer or a parking warden, was necessary in the execution of the person's duty.

(4) A person is not in breach of clauses 2.1 to 2.9, 2.13, or 5.3, or Part 6, in relation to a vehicle, if that person proves that—

▪ (a) the vehicle was, at the time of the act or omission complained of, actually engaged in a public work on a road; and

▪ (b) the vehicle was being used on the road with due consideration for other road users; and

▪ (c) the act or omission complained of was reasonably necessary for the purposes of that work; and

▪ (d) he or she took all reasonable care to prevent the occurrence of any accident, mishap, collision, or damage, or any injury to or interference with any person, animal, or property arising because of the act or omission.

Skills Test AREA MANAGEMENT: (Fill in the spaces)

Explain the two different methods when chalking vehicles

...... /......

Identify the two different types of Loading Zone

1) ...... 2) ......

What is the fine amount for both?

$......

What is the observation time for an offending vehicle on an ordinary loading zone, which you have observed no activity (no loading or unloading)?

...... mins

State the legal definition of a Goods vehicle (Fill in the spaces)

A motor vehicle ...... , ...... or ...... for the carriage of goods. or “Motor vehicle “used for the collection or delivery of goods in the course of trade”

Explain what operational guidelines are for?

......

What must you do if you return to a vehicle that you have chalked earlier and find no chalk mark on it?

......

How will you know if a vehicle has moved or not when observing the chalk mark?

......

What is the only place you are allowed to chalk on a tyre?

......

Are vehicles with dealer plates required to have a L/Label?

Yes/No Are vehicles with dealer plates required to have an EVI?

Yes/No

Towing & Notebook Procedures

And Diagrams

• Legal reasons why a vehicle should be towed • Heavy Haulage Tow (Vehicle gross weight more than 3500kg) • Image gallery of a complete tow (Vehicle gross weight under 3500kg) • Tow fees as stated by the Transport (Towage Fees) notice 2004 • Necessity to complete notebook entries • Who to call when towing a vehicle • Using the parking officer’s notebook

Legal reasons to tow a vehicle

1. OBSTRUCTION to traffic, for example, a blocked vehicle entrance or a car parked in a loading zone.

2. ROAD SAFETY for example, a car is parked on broken yellow lines or clearway. Therefore, cars are forced to change lanes, causing an increase in accidents, which is a hazard to traffic.

3. PUBLIC INTEREST, for example, car parked on the footpath, which is a problem for pedestrian access or a car parked on a Bus stop.

$53.67 $71.56

Car damage

If the owner/driver queries any damage to their vehicle that has been lifted by a tow wagon, advise them that they need to raise the issue with the tow company.

Necessity to complete notebook entries

As well as recording the standard details below when you tow a vehicle.

▪ Registration number ▪ Type of Vehicle ▪ Make and Model ▪ Colour ▪ Fee ▪ Precedent Code

You will also need to record the following in your notebook:

▪ Vehicle’s condition ▪ Any visible damages ▪ Any valuables sighted ▪ Name and address of driver (should they return) ▪ To correct time, date and location

Legibility

It is vital your handwriting is neat and legible whenever you write in your notebook. The customer service team, team supervisors, council solicitors, JP’s and district court judges may view your notes so ensure to record all essential details along with your signature.

IMPORTANT: You are legally required to sign the tow authority form (tow drivers book) to authorise the tow including your parking officer number, and your signature

Tow contractors and adding the tow fee to the original fine

Where previously wardens used to call base to initiate a tow, they now call the Tow Contractor directly. This ensures efficiency when trying to clear the road network of any of the above. To initiate the verbal contract the warden must speak clearly the: o Registration Plate “I have a…… ABC123” o Make “It is a Holden” o Model “Commodore….” o Location “Bryce Street clearway….” o Call time “16:38am ……”

When and how to use your notebook

You need to use your notebook in the following situations:

▪ For any offence, not restricted by signage, may require notes and diagrams. (Never remove pages from your notebook) ▪ To make notes on any conversations you held with anyone connected with the issuing of a notice needs to be accurately recorded – e.g. alleged offenders, witnesses, complainants. Include instructions or directions given to the driver or abuse towards you.

Drawing diagrams in your notebook

Sketches of an incident or investigation can easily be made in your notebook. When drawing a sketch, ensure the drawing is accurate and clear. Use the whole page for your diagram and include relevant information and approximate measurements about the scene and location. Ensure the sketch is orientated correctly.

Diagram Essentials

To help other departments fulfil their function, especially prosecutions and customer service, all diagrams require the following details:

1. A minimum of two (2) measurements to fixed points 2. Location address O/S (outside) or OPP (opposite) or # 3. Street name 4. Direction of street traffic flow 5. Direction the vehicle is facing 6. Identifying the road, roadway

The vehicle drawing must appear like this The arrowhead indicates the direction the car is facing.

It is important when drawing a diagram that you proportion in context what it is that you want to show. To do this you must take into account the positioning of all factors involved allowing enough space to portray the event.

Note: Always draw your diagram from a birds eye view

Measuring approximate distances

Many offences are committed based on measurements, in any situation where there is reference to distances the offending vehicles location relative to fixed points must be recorded in your notes. Your diagram does not have to be to scale. Ideally, diagrams are required to be drawn at the time of the offence to remove the chance that you cannot remember vital details. Only one diagram per page, per offence in your notebook is allowed.

Extras

As part of evidence gathering to prove stationary vehicle offences wardens also:

Take photos of the scene Takes photos of the signs Include a photo of the sign and the vehicle (where possible) Wear body cameras that record visual evidence and physical conversations with customers

Parking contrary to notice, traffic sign, or marking

If a percentage of a vehicle is infringing into a restricted or reserved parking area i.e. bus stop, loading zone, broken yellow lines, etc the parking officer must use his discretion before issuing a notice.

Measuring and use of prolongation

When measuring distances for vehicles the parking officer will be required to use prolongation. In simple terms, using an imaginary line to continue where there is no visible defining line to achieve an approximate measurement.

In the example below, this is shown by the red dotted prolongation lines in respect of measuring the vehicle shown to determine if the vehicle is within 6 metres of an intersection. The intersection is determined at the crossing points of the prolongation lines. The measurement is then taken from that cross point back 6 metres. The vehicle shown in the photo below is well within the 6 metres and therefore received an infringement notice.

Photo evidence for offences (minimum requirements)

A PHOTO OR DIAGRAM should be made in the following circumstances if there is the potential for disagreement or confusion – a minimum of 2 x approximate measurements is also to be recorded for relevance to the position and effect of the offending vehicle if the offence requires this

Photo Requirements

▪ One photo which clearly identifies the vehicle (registration number) ▪ One photo, which clearly identifies the offence being committed ▪ A single photo, which clearly identifies the vehicle and the offence, is ideal.

The photo must clearly and unambiguously identify the registration details of the vehicle in question. If only one photo is taken it must also clearly show the offence being committed.

Health and Safety

Officers must be aware that photos must only be taken from the footpath or a protected place on the side of the road. Standing in the middle of the road is unacceptable at any time

Photo 1 Clear identification of the vehicle - registration plate in clear full view.

Photo 2 Clear identification of the offence - clearly show the offence being committed – Showing the vehicle rear over the V/E

Having a clear unambiguous photo will help to clarify the offence and leave no doubts, so everyone can get the full picture.

Photo Offence Examples

Parked near a fire hydrant Parked in an area marked by a broken yellow line

Skills Test TOWING NOTE BOOK PROCEDURES AND DIAGRAMS: (Fill in the spaces) a) State the three legal reasons for towing a vehicle

3. b) List the tow fees as stated by the Transport (Towage Fees) notice 2004

Monday – Friday, 7am- 6pm

Vehicles (gross weight less than 3500kg) = $......

Nights, Weekends, including public holidays

Vehicles (gross weight less than 3500kg) = $......

c) Explain the procedure to follow when a driver returns to the vehicle (vehicle lifted).

...... d) When can you release the vehicle back to the owner?

...... e) A tow truck driver needs to place a ...... on the road, and their tow truck Is required to have ...... , ...... lights displayed, when preparing a car for towing for what reason?

...... f) How many measurements are required as a minimum for diagrams?

...... g) List the (6) minimum requirements to be recorded when drawing a diagram

1...... 4......

2...... 5......

3...... 6......

Providing a Service to the Public

▪ Interact with the public in a professional manner

▪ Explain the duties that are carried out by a Parking Infringement Adjudicator

▪ Options a member of the public has after receiving an infringement notice

▪ Explain the review process when a member of the public is disputing their infringement notice

▪ Define the two types of court hearings members of the public can be involved in when disputing an infringement notice

Providing a good service to the public

As a parking officer, providing excellent service to the public will involve the following attributes:

▪ A professional attitude and neat and tidy appearance. ▪ Knowledge of the business ▪ Knowledge of the legal requirements ▪ Understand the importance of your job e.g. improving traffic flow ▪ Knowledge of parking restrictions within each area. Inform customers of alternative parking areas. ▪ Honesty, helpful and courteous behaviour ▪ If you have made a mistake when issuing an infringement to a customer, and the driver returns, ensure you apologise and retrieve the infringement. Inform your team leader as to the invalidity of the infringement. ▪ Answer questions e.g. if a tourist needs directions. ▪ Ensure you explain various options to customers, such as paying for the infringement e.g. 28 days to pay.

The people of New Zealand come from many different cultures. It is important to respect all cultures. Treat others as you would like to be treated yourself

Creating a Good Impression

The following attributes is what the members of the public will first notice of you as a parking officer:

▪ Appearance/body language ▪ Do you look professional (uniform tidy) ▪ Are you approachable ▪ Do you portray knowledge in what you are doing? ▪ Ensure you remove your sunglasses when speaking to members of the public ▪ The tone of your voice ▪ Are you courteous and have a professional tone in your voice? ▪ Ensure you display signs that you are listening ▪ The use of “Active and Reflective” listening techniques

Controlling the conversation

Do……..

▪ Remain calm. ▪ Listen to the person you are interacting with. Do not interrupt. ▪ Empathise – let the person knows that you can understand their situation, but explain the consequences of their vehicle being parked there. ▪ Know when to walk away – if the situation is getting out of control, ensure to remove yourself from the scene.

Do not…….

▪ Raise your voice or lose your temper. ▪ Display aggressive behaviour. ▪ Sympathise with the person; ensure to empathise. ▪ Talk in jargon, for example, do not use the acronym GV, instead give the full name, that is, goods vehicle. ▪ Take the person’s comments personally.

CUSTOMER SERVICE – TOP 10

APPEARANCE First Impressions last a long time ATTITUDE A learned behaviour, make it positive FRIENDLINESS Be generous, give smiles unconditionally IMPRESSION What’s left in the room after I leave? RESPONSABILITY Take action, exceed the customer’s expectations COMMITMENT My pledge to service and teamwork TEAM THINKING My actions affect everyone in the organisation COMMUNICATION Active listening & positive responses SERVICE My personal Commitment to make a difference PERSONAL EXCELLENCE I believe in my ability to make a difference

The options available after receiving an infringement notice

Refer to the reverse of the infringement to view the summary proceedings act, which advises people that they have the following three options:

1) Make a payment (within 28 days). 2) Requesting a review of the notice. 3) Request a court hearing.

The role of the Infringement Adjudicator

To assist members of the public through a review process

The infringement adjudicator undertakes a review and assists the member of the public through every step of the process, to ensure they have a fair hearing. The infringement adjudicator’s role is to ensure that if the end result is not what the member of the public wanted, that they feel they have had a fair hearing. Infringement adjudicators also support the parking officers by upholding valid tickets and providing advice on details required to support notices to refute disputes.

To educate members of the public

The infringement adjudicators ensure that members of the public are informed as to why restrictions are put in place e.g. demand for the area concerned.

Types of contact with members of the public

1. Written

• Explanations must be in writing for auditing purposes. Verbal explanations are open to miscommunication and hearsay. • Parking officers issue many notices per month, therefore one in four people will write in. • Each person’s explanation must be reviewed and a personal response from the infringement adjudicator team must be sent.

2. Telephone Enquiries

• Escalated queries from the public are referred through from the council’s customer call centre to an infringement adjudicator. • Some calls will be further escalated to the manager and team leaders.

Investigations

Members of the public may raise issues that need to be investigated.

▪ Signs were obscured. Photos need to be taken or the area personally viewed, before a decision is made. ▪ Not the owner on the day. Person may say they sold the vehicle, hence they must provide the name and address of the new owner and documentation to support the sale. (Note: The motor registration centre supply details to past and present car owners). ▪ Notice details incorrect. A check is made on all notice details and notes made by the parking officer. The motor vehicle register is checked, if the person states that their vehicle’s registration number does not match the vehicle type noted by the parking officer on the notice.

Request for a court hearing

If a person needs to dispute a notice, he/she can request a court hearing.

Note: Court hearings are normally requested when Council has considered an explanation and decided to proceed.

There are two types of court hearings:

1. A written submission, where the person admits guilt, but wants the court to consider his/her written explanation in closed chambers. The customer is not required to appear for these types of hearings.

2. Defended hearing, where the person pleads “not guilty”. The person is required to attend court and the parking officer is called to give evidence.

Hamilton City Council

Court Training

INTRODUCTION

As a Parking Warden you may be on occasion, asked to give evidence in court regarding an infringement you have written.

Attending a hearing in court is a daunting experience for any person, regardless of whether you are the witness for the Informant (in this case Hamilton City Council) or the Defendant. Even officers who have been in service for a number of years still find the experience nerve wracking

This is a natural reaction. Society, the media and our own perceptions cloud our expectations and fears when having to step into a legal situation.

This module will afford you the opportunity to familiarise yourself with the concepts, procedures and general protocols involved in giving evidence relating to a minor parking infringement notice in the District Court, in a concise, professional and positive manner.

WHY YOU MAY NEED TO GO TO COURT

There are two reasons why infringement notices end up in court:

• An individual has disputed an infringement notice and so has requested a court hearing • A fine has not been paid

In general you will not need to give evidence if a fine simply hasn’t been paid.

An infringement notice is issued because an offence has been committed, so the standard of proof required in court is beyond reasonable doubt.

The important thing to remember is that any infringement notice you issue could potentially be taken to court. Therefore every infringement notice you issue needs to be treated as though it will be defended.

When a notice is challenged in court all the details on the notice, your reasons for issuing the infringement notice, your photo or diagram and notes (or lack of) will be closely examined.

KEY PARTICIPANTS IN THE COURT

▪ Justices of the Peace ▪ Registrar ▪ Witness ▪ Defendant ▪ Prosecutor

THE PROSECUTORS ROLE

When we prosecute someone for a traffic or parking violation, it is up to Hamilton City Council to prove that they are guilty of the alleged offence.

This means the burden of proof is on Hamilton City Council to prove every essential ingredient of the offence and the JP’s must be convinced that the accused is guilty beyond reasonable doubt.

DISTRICT COURTS IN THE HAMILTON REGION

Hamilton District Court 116 Anglesea Street Hamilton 3204 Ph: 07 957 7700 Mon-Fri 9.00am – 5.00pm

THE NEW ZEALAND COURT SYSTEM

You will appear in the District Court. Cases are held in front of two JPs (Justice of the Peace) because they are minor traffic infringements.

2 x JPs (Justice of the Peace) = 1 Judge

District Court This is where the traffic and parking infringements are heard.

High Court This is the first line of appeal held by a judge who has more power than a JP. Case law is set here.

Court of Appeal Any defendant who is unhappy with the High Court decision can appeal to the Court of Appeal

Supreme Court The Supreme Court is New Zealand’s final Court of Appeal.

KEY PARTICIPANTS IN COURT

Justices of the Peace

The authority of the Justices of the Peace derives from legislation. As officers of the Court they exercise many duties in addition to the hearing of infringement notices.

Registrar

This is the person who sits directly in front of the bench. The Registrar is the person who manages the hearing process, the person who calls the Court to order, then reads the charge and handles any evidence that is to be presented to the Court. The Registrar records findings for the Court records and issues the Court documents.

The Registrar is also responsible for monitoring the security in the Court room and if he/she notices any dangerous behaviour is responsible for contacting the security officers

Prosecutor

This person appears on behalf of the Informant (in this case Hamilton City Council) and presents the case on behalf of that Informant.

Defendant

The Defendant is the person to whom the Infringement notice was issued or deemed to have been issued.

Depending on the circumstances this may not always be the owner or the driver of the vehicle at the time of the offence, in certain instances it may be the person that was legally entitled to lawful possession of that vehicle.

Witness

In the case of the Informant, the witness is normally the parking officer who issued the infringement notice, but may sometimes be followed by a further witness from the infringement review team.

In the case of the Defendant it may be any person he feels has direct evidence relating to the offence/events.

HAMILTON DISTRICT COURT

COURTROOM LAYOUT

Exit to Chambers

The Bench

This is where the JPs sit

Or Justices of the Peace are seated

The Registrar

Prosecution Table

Defence Table

Defendant’s

Defendant Lawyer

Parking Seating Seating Public Gallery Warden

Seating Seating

Public Entrance

LISTEN CAREFULLY TO THE DIRECTIONS OF THE REGISTRAR AND WHEN A QUESTION IS ASKED OF YOU – think about your response before you answer

Before Court

You will be notified by your supervisor well before the court date if one of your infringement notices has gone to court.

A briefing will be scheduled for you to visit the prosecutor to discuss any questions. At this stage you will be given details of the infringement and the defence proposed.

It is essential that you attend the meeting. Waiting until the date of the hearing is too late, you must be well prepared.

You must learn the following information for your appearance in court:

My full name is......

I am a warranted Parking Warden, employed by Hamilton City Council

My Officer number is......

At ...... (time) on ...... (date)

I was on routine patrol on...... (road) in ...... (district)

Where I observed a...... (type of vehicle), registration number......

Parked on a ...... (offence)

Your Worships, may I refer to my notes made at the time to refresh my memory?

(Wait for JPs response which should always be yes)

IMPORTANT

• Please memorise the details of your infringement printout prior to court.

• You are not permitted to read from your notes as you may be challenged by the JPs or the Defence.

• The more you memorise, the better the credibility you show the court.

• Remember - You are giving the evidence, you were at the scene, the prosecutor was not, and therefore you set the scene and describe the scenario.

PRESENTATION IN COURT

You are a professional enforcement officer and it is expected that you present an appearance that enhances the reputation of that office. Full uniform is required for a Court appearance. Trousers, not shorts, must be worn. Female officers may either wear a skirt or trousers.

It is not appropriate for officers to attend a hearing with clothes that are not clean and ironed, uncombed hair or unpolished shoes – the aim is always to be as smart as you can be as this enhances the Council’s and your reputation and will boost your self-confidence.

CHECKLIST:

• Full uniform • Uniform ironed • Long pants • Equipment removed from your belt • Officer badge clearly visible • Hair tidy • Shoes polished • Memorised your infringement details • Warrant of appointment

ALWAYS:

1. Make certain that your mobile telephone is turned off.

2. Make sure your hat & jacket are off.

3. Be Quiet & respectful in the courtroom.

4. Stand when the JPs enter & exit the courtroom.

5. Address the JP’s as “Your Worship” or “Sir” or “Ma’am.”

6. Face towards, and speak to the JP’s. You may look towards the person as they ask the question.

7. Speak in voice that is clear and can he heard by everyone in the court.

8. Speak slowly and direct your answers towards the Bench.

9. Be concise and only answer the question that was asked.

10. Make sure that you read/ look at all documents handed to you.

11. Listen carefully and think before answering each question. Ask for clarification if you are confused by the question.

NEVER:

1. Lose your temper, no matter how trying the questions may be. Be courteous to both the JP’s and the defendant.

2. Be afraid to admit a mistake in your evidence. This makes you appear unbiased. An uncorrected mistake can have fatal results for the case.

3. Refer to any of the defendants other previous offences.

4. Speak too fast. You don’t need to speak directly into the microphone.

5. Answer a question by asking one.

6. Take sides or strive for a conviction. Your only concern is to give factual accurate evidence.

7. Take notes down in the court room at any time.

8. Take photographs or recordings.

9. Over-dramatise the alleged offence.

10. Chat with your neighbour in the public Gallery whilst waiting to be called.

11. Embellish on the facts.

12. Chew gum, eat or drink.

EVIDENCE

The purpose of evidence is to reveal the truth.

These 5 questions need to be answered:

o Was it on a road? o Was it stationary? o Was it a motor vehicle? o Did the Offence occur? o Is the driver/user/owner, the person before the court?

Tick below what you think you can use as evidence in court:

 Notes made when issuing the notice  What someone else told you had happened  The infringement notice itself  Descriptions of what the defendant said to you  Notes made the day you learn you are going to court  Descriptions of what you saw when issuing the notice  What you remember about the incident  What you observed after seeing the vehicle two weeks later

What do you think the most fundamental form of evidence is?

......

Documents

Often documents are entered into evidence. Proof of ownership is sometimes submitted so there is no question about who the vehicle belongs to.

The most important document that you can and will refer to in court is your notes. You will need to be able to refer to everything in your notes that is relevant to the offence and where on the form you find that information.

Examples of document forms of evidence presented:

- Certificate of particulars - Resolution - Complaint(Log) - Diagram - Photo - Notes made at the time

What is credibility?

Credibility is essentially, whether the JP’s believe what you are saying. Usually credibility is based on whether your evidence and your testimony match and whether the JP’s think you are telling the truth.

What is hearsay?

Hearsay is something that someone else has told you. You cannot use this as evidence in court.

An example of hearsay:

“The owner of the dairy told me that he had been watching the car the whole time and it had certainly not been moved for over 2 hours”

Would this statement be acceptable as evidence in court? ” Why or why not?

……………………………………………………………………………………………

There is one person, besides your own, you can introduce as evidence – who is this person?

………………………………………………......

Opinion Evidence

Your opinions are not admissible evidence.

For Example: “The driver was making up excuses”.

You may only present facts that you have observed.

For Example: “The driver informed me at the time that he had run out of petrol” I checked the fuel gauge with his permission and the vehicles petrol gauge indicated the petrol tank was half-full. “The driver then claimed that he was waiting for an elderly passenger”

It is the responsibility of the JP’s to form opinions based on the facts that you have presented to them.

Exclusion Order

If there is more than one (1) witness for either the prosecution or the defence, the court will grant an exclusion order. This means all witnesses will be excluded from the hearing until they are called to give their evidence.

Four Basic Proofs (elements)

In traffic matters there are four basic elements of proof for each offence that need to be proved in court.

1) It was a motor vehicle 2) It was on a road 3) It was an offence 4) The driver, or the owner, is the person before the court.

Stages in a defended hearing

Examination in Chief

When giving your evidence in chief from a witness stand, it should be given as a chain of events in their order of occurrence. You could be called upon to repeat an answer given halfway through your direct testimony. If you have the facts well in mind or at least readily available in your notes, you have nothing to fear. The truth told convincingly is your most effective armour during cross- examination.

Cross Examination

The purpose of a defendant’s cross-examination of you is to weaken or destroy either the evidence or your credibility. They may try to anger you or to fluster you by asking tricky questions. Should you feel you have been misquoted or misunderstood – correct the error immediately.

Re-examination

This may only take place after a cross-examination and should only relate to the cross-examination.

JP’s Questions

The JP’s may ask you a question at any time.

Recall

DO NOT leave the court until your case has been decided.

You are asked a question, which requires you to answer yes or no – the situation is more complex than a one-word answer – what can you do?

……………………………………………………………………………………………………….

Sometimes you are asked for your opinion – what should you do in this situation?

…………………………………………………………………………………………………

IMPORTANT NOTE: The Oath is sworn on the Bible The Affirmation is a promise to tell the whole truth without religious connotation.

It is important that you know, before the time, which one of the options you wish to use. It is not appropriate to expect the Registrar to make that decision for you and you must communicate your preference clearly when you are asked to do so.

What happens in a typical hearing....

• The registrar of the court will ask everyone to stand. • The JP’s will enter the court. • The clerk will ask everyone to be seated and will call the case. • The defendant stands forward. • The charge is read. • The defendant enters a plea …Guilty or Not Guilty. • The prosecutor is asked if they are ready to proceed and then the prosecutor calls the witness (who is the Parking Warden concerned) • You will step forward into the witness stand. • You will be sworn in by the registrar. You will be given a choice between the oath and the affirmation. • The prosecutor will then ask you for your full court statement. • The prosecutor will then ask you questions about the offence. (Listen carefully - remember what you are trying to prove beyond reasonable doubt.) • The defendant is then given the opportunity to question you as well • (This is called Cross examination) • If the prosecutor wants they may question you again. (This is called re-examination. The defendant will be given the opportunity for re- examination also.) • The JP’s may ask questions at any time. • Once everyone is satisfied – the JP’s, the prosecutor and the defendant – you will be asked to stand down.

Please DO NOT leave the witness box unless the JP’s excuse you

COURTROOM TERMINOLOGY - GLOSSARY

Affirmation

A statement as to the truth of a matter taken in place of the oath and is legally binding.

Chamber Matter

Any matter which the Justice of the Peace chooses to consider in his or her private chambers i.e. a submission to the Court from the Defendant regarding the fine.

Defendant

The person who received the infringement notice and requested a hearing.

Defended Hearing

A formal hearing where the parties put their case to the court.

Dismissed (findings of the Court)

The Court did not find sufficient evidence to prove the matter.

Document

Documents are legally defined as any substance having any matter expressed or described upon them by marks capable of being read, including electronic data, film, etc.

Duly (appointed/served/notified)

An act completed according to legal prescriptions or conventions.

Duty Solicitor

A Court appointed legal representative.

COURTROOM TERMINOLOGY - GLOSSARY (Continued)

Enter a plea

When a Defendant formally says before the Court if he is guilty or not guilty. The plea is entered in the Court records.

Evidence

The facts, testimony and documents, which may legally be received in order to prove or disprove the matter under inquiry.

Exclusion Order

Witnesses are instructed to leave the court while their matter is being heard – they will be called at the appropriate time and after giving their evidence, they can remain in court.

Exhibit

Something produced to be viewed by the Justices of the Peace or shown to a witness who is giving evidence. It may be admitted as evidence.

Formal Proof Hearing

In instances where the Defendant fails to appear when he/she requested a defended hearing, and evidence of service of notice of the hearing date and time is on record the Justices of the Peace may instruct that the matter proceed by way of a “formal proof hearing”. The officer will then present his evidence as normal, or submit a sworn affidavit.

Informant

The person/entity that brings the action in Court, and in this instance, also issued the infringement notice.

Infringement Notice

A legal notice duly informing the offender of the details of the offence, when where and how the offence took place.

Reinstated

The infringement notice is restored with the original infringement fee (costs may or may not be awarded).

COURTROOM TERMINOLOGY - GLOSSARY (Continued)

Resolution (relating to Hamilton City Council)

A decision recorded in writing that confirms that a particular restriction has been duly implemented and authorised by Hamilton City Council.

Review

The investigation of the matter and consideration of the facts.

Section 78B application

Under the Summary Proceedings Act 1957 there are remedies available should an irregularity in the infringement process take place.

Social Justice (natural justice)

Factors, other than pure legal defences, that the court may consider.

Testimony

The oral or written statement, under oath or affirmation, declarations, demonstrations and such like evidence

Withdrawn by leave

Permission granted by the Court to withdraw a matter.

Warrant

Legal authority to exercise the duties of the office.

Customer Conflict Resolution

Introduction

Understanding what conflict means…

Conflict is a state of discord caused by the actual or perceived opposition, tension and negative feelings between disputants. A conflict can range from a dispute which may consist of harsh words, or may involve the use of force.

Conflict resolution is the process of attempting to resolve a dispute. Successful conflict resolution occurs by listening to and providing opportunities to meet each side's needs, and adequately address their interests so that they are each satisfied with the outcome.

Conflict Prevention - While Conflict resolution engages conflict once it has already started conflict prevention aims to end conflicts before they start or lead to verbal or physical violence.

Private Versus Public Sector

In this introductory section, we discuss the difference between working in the private and public sectors, and how to use this information to improve your defusing hostility skills. Sometimes within your role, you will be required to deal with people who are unhappy or angry at a situation in which you may or may not be involved. That's what this workbook is about, to provide various options to you and minimise the risk involved and to raise awareness towards possible conflict situations that may arise from time to time.

It was compiled to help you deal more capably with hostile situations so you can reduce your stress levels, protect your time, reduce the occurrences of crisis situations, and enhance the reputation of your organisation.

What's Happening Out There?

A casual observer of our society might conclude that we are becoming more aggressive, more abusive, and less tolerant of frustration. As a local government employee, you probably wonder what the heck is happening with people. It appears that angry, hostile and abusive behaviour is increasing, and local government employees have become convenient targets for the frustrated and angry.

Severe situations are occurring more often, threats of violence, and even physical violence are increasing, although they are still rare. Verbal abuse of employees is on the rise, and while we don't see this kind of abuse reported in the media, it is becoming more common. For those in adversarial or regulatory roles with respect to customers, verbal abuse is often an everyday occurrence. Even worse, this trend is likely to continue.

The Local Government Context

There is no question that local government staff work under different constraints than those in the private sector. You may be in an enforcement position, obliged to identify breaches of legislation or government regulations. You may be in the position of determining financial benefits for people that will have an effect on the wellbeing of those people and their families. Alternatively, perhaps you work in an administrative job within a department that carries out tasks that annoy the public.

Apart from being under the microscope, you don't have the flexibility of private sector employees. While large stores can take the position that the "customer is always right", your customers are not always right, and you can't always meet their requests without breaking the laws you may be charged to enforce. You probably can't give money back, or replace a product for example if the customer doesn't like it. Often you can't forward their comments and suggestions to the mayor or his department.

In a bureaucratic hierarchy, the policy makers and decision makers are not easily accessible to local government employees that deal directly with the public.

Who Pays The Price?

We all pay a price. Employees on the "firing line" have to deal with the stresses, great and small, resulting from having to deal with angry, frustrated customers.

Angry customers can eat up lots of organisational time and energy, particularly when they decide to climb the organisational ladder with their complaints. Employee safety can be threatened by angry customers. It just isn't fun, and it's no laughing matter.

You Can Do Something About It!

It may seem you can do little to defuse the anger and hostility of customers. It seems to be set off by the smallest things, and above all, it seems unpredictable. However, the truth of the matter is that employees can do things to defuse the anger and reduce abusive behaviour. People can learn to act in ways that reduce this kind of behaviour, and ensure that they don't do anything that will result in an unpleasant situation going ballistic.

You should know that it takes some time to learn how to deal with these situations and it takes diligence and effort, but it isn't hard. Most people can learn the defusing skills, and put them into effect. Our goal is to become practiced in defusing hostility so it becomes second nature, so that effective defusing responses replace less effective ones.

Important Note on Safety

It is important, very important, that you consider safety as a bottom line. Your safety and the safety of other staff, customers and members of the public is paramount. There will be times when it will be impossible to defuse someone, particularly if he or she is prone to violence, or mental instability. You must always be concerned with safety, and must do what is necessary to keep everyone safe. Always err on the side of safety!

No course or learning material can tell you exactly what to do in each individual situation. There is no standard approach that works each time. You must be very clear that each hostile situation will be different, and that you must use your own judgment to determine what you ought to be doing. The workbook you have includes tactics and techniques you can use, but you must decide how and when to implement the techniques when the time comes. We can't do that for you it’s down to you alone.

Anger

Anger refers to an internal state (feeling) experienced by the person in question. An angry person experiences some physiological changes, some invisible and some visible. There are some important things to note about anger, and angry people.

People choose their own emotional states. That is, their feelings of anger, or for that matter, any other feelings, belongs to them. As such, it isn't your responsibility. What is your responsibility, however, is to ensure that you do not knowingly do something to escalate the situation to provoke anger.

We need to accept the fact that people will be angry, at times. They have a right to be angry when they choose. What they do not have a right to do is to take out their anger on you, particularly when you have done nothing to contribute to it.

What is important is that you become relatively comfortable with the notion that people will become angry. If you spend all your time trying to make people happy, you are doomed to failure.

Angry Behaviour

People express their anger in various ways. Some raise their voices or become more animated. Others turn red. Mild expressions of anger are simply ways a person vents a little steam. As with the feeling of anger, we need to be reasonable in terms of what offends us, and allow the angry person some latitude in behaviour before we deem the behaviour unacceptable.

There is a clear reason for this. If we allow ourselves to be offended every time we encounter angry behaviour, we are going to be pretty dam miserable, and pretty damn ineffective in dealing with other people. As you will see in a moment, our problem is not angry behaviour, but hostile/abusive behaviour.

Hostile/Abusive Behaviour

What sets apart hostile/abusive behaviour from angry behaviour is that hostile/abusive behaviour is intended, consciously or unconsciously to have some or all of the following effects to:

• put you off balance

• manipulate and control you

• demean you in some way

• cause you to feel guilty

• intimidate you

It is this kind of behaviour that causes the greatest amount of stress for local government employees, because people using hostile/abusive behaviours tend to rant, insult, use intimidating tactics, and simply won't go away.

While we may tolerate some degree of angry behaviour without being concerned, we need to be concerned about hostile/abusive behaviours. We want to stop these behaviours as professionally as possible. If we can, at the same time, reduce the anger of the client, that's great. If we can't, we need to recognise that the anger belongs to the customer.

Verbal Abuse

Verbal abuse takes a great many forms, from very subtle, to obvious. When we talk about verbal abuse, we refer to behaviours like the following:

• Persistent swearing

• yelling

• Sexist comments (both explicit and implied)

• Racist comments (both explicit and implied)

• Irrelevant personal remarks (e.g.. about your appearance)

• Threats (e.g.. I'll have you fired, or I'm going to the mayor).

• Intimidating silence

• Accusations of various sorts (e.g.. calling you a racist)

• Comments about your competency, knowledge, dedication

These behaviours are intended to demean and control you.

Non-Verbal Abuse

Non-verbal abuse refers to behaviour that has nothing to do with what is said, but has to do with things like body posture, facial expressions, gestures, etc. Let's make no mistake about it. Non-verbal abuse is intended to send a message or messages to you, such as "I don't like you", or, "I am fed up", or even "In my eyes you are worth nothing". When we talk about nonverbal abuse, we refer to behaviours such as:

• Standing in your personal space staring at you (long eye contact)

• Table pounding (sometimes)

• Throwing things

• Leaning over you (using height)

• Fearsome facial expressions

• Loud sighing

• Pointing, other offensive gestures

Sometimes, these behaviours may not be intended to intimidate or demean you, and may be a relatively normal way of expressing anger. However, we classify them as abusive, because they do tend to have a manipulating effect on you. You will have heard of the phrase “HARDEN UP” this approach rarely works,

“What we want you to do is “SMARTEN UP”

Violence

What causes violence? It is impossible to determine the reason for every violent outburst but there are common factors that may apply to all places of work. We can define violence as any activity that is either intended to cause, or can cause physical harm to another person, be it you, a co-worker, or customer. A combination of personal and/or environmental factors often influences the situation. Violent or threatening behaviour at work may involve many factors, including the following:

▪ Random violence with no clear intent or under influences of drugs or alcohol ▪ Intimidation/harassment used to achieve a desired end expression of uncontrolled irritation such as dissatisfaction with poor service or prolonged discomfort ▪ Displaced anger from past situations applied unreasonably to the issue at hand ▪ Verbal abuse to intimidation and low-level threatening behaviours ▪ Violence related to mental health problems ▪ Violence related to criminal activity, thrill seeking or revenge ▪ Violence related to cultural or religious differences between subgroups in society. ▪ Forms of violence such as verbal abuse, intimidation and threatening behaviour may not result in physical injury but have significant effects on the psychological wellbeing of employees.

Your first priority is to ensure your own physical safety, and the safety of those around you. For this reason, most organisations will accept that you have a right to remove yourself from a situation, or request backup assistance in situations where you feel physically threatened. You don't have to be absolutely sure a physical threat exists, you just don't want to take chances.

Learning how to control the environment through angry and hostile behaviour is learned at a very early age. As people get older, they get better at it. The truth is that by the time you’re an adult, you are an expert in it. You know how to do it, how to make people mad, how to get people's attention, how to make other people feel guilty, and how to influence the behaviour of others. When people are upset, they revert back to earlier, more primitive learned behaviour.

We have a normal sound-minded regular person who has learned a number of

▪ communication skills ▪ is effective in conflict resolution ▪ problem solving

Normally, when faced with situations where he/she is not overly upset, these skills will be used. The problem comes when the person is very angry, to the point where the adrenaline is pumping. At some point, if they become sufficiently "activated", they will revert back to behaviour learned at an earlier time in life, and behaviour that is well learned and well-practiced.

The more primitive angry/hostile behaviours that worked so well early in life re-emerge in the normally rational, calm adult.

As a little test of this theory, ever notice that adults who are hostile often behave like small children? Some hostile customers are habitually nasty. However, many hostile customers are normally rather polite people, who get sufficiently upset to revert back to the more childish behaviours they have learned during their lives.

This does not excuse abusive behaviour. The point here is that those people are reacting to their internal states and the situation, not to you personally. We will come back to this point when we talk about how you can maintain your own self-control.

The Purpose of Hostile, Abusive Behaviour.

Now that we have been explained where and when hostile behaviour is learned, we can clearly see that its major purpose is to control, or manipulate the environment. Since we are talking about your hostile customers, we can say that the purpose is to control you and to influence your reactions.

▪ While we would like people to like us, and not be angry with us, if we choose this as a goal, we are bound to be disappointed. We try to make our customers happy, but the truth is that many local government jobs involve giving bad news that is going to make people unhappy.

▪ Anger is a feeling that belongs to the other person. It is hard to affect directly. Hostile and abusive behaviour is another story. We want to focus our defusing efforts on reducing the amount of hostile verbal and non-verbal behaviour. This is a realistic goal.

▪ Later, we will flesh out the notion that abusive behaviour is about control. The hostile or abusive person is trying to manipulate and control you and your decision-making.

▪ We need to provide some leeway for people to express their anger, provided the expressions are not demeaning, insulting or manipulative. If we react to every four-letter word, twitch, or raised voice, we will go nuts, and we won't be very good at defusing the abusive situation.

You are probably very familiar with the body language, tone of voice, specific words, and specific attacks used, since they tend to be repeated.

The truth is that there are only a finite number of ways people can be hostile. These attack methods are learned very young, and they can vary somewhat from culture to culture.

It almost seems that hostile behaviour follows rules. Just like a game, the behaviour that occurs in hostile situations is characterised by certain patterns that repeat over and over again.

If we consider hostile interactions as a game, albeit a serious one, and understand that it has rules, then it will help us understand what to do when verbally attacked. Before we discuss the two major rules of hostile interaction, we need to introduce the concept of "bait".

Recall that earlier, we said that the major purpose or goal of the attacker is to control you and your behaviour. The attacker wants to take and hold the initiative, forcing you to react and respond to him, rather than the other way around, so long as the attacker can hold this control over the conversation, it is likely the interaction will continue. This isn't good, because if you are spending your time reacting and responding, you won't be able to help the customer, or even end the interaction in a positive way.

The primary technique the attacker uses to maintain control is the use of bait. Bait consists of behaviours (verbal and non-verbal) designed to get you to react, usually in an emotional manner. If you respond to the bait, you hand over control of the conversation to the attacker, which is exactly what he/she wants. The bait is used to upset you enough so that you will be off balance, as a result of being angry or intimidated.

Take a look at the following brief dialogue.

Customer: What the hell is wrong with you? Every time I come here, you hassle me and give me the run around. If you knew what you were doing, this wouldn't happen. And, this is the last time you are going to do this to me.

Employee: How dare you talk to me like that, I do my best to help and you don't even see that we're short staffed!

Customer: I can talk to you any way I want. I pay your salary! You work for me!

▪ If you look carefully at the customer's first statement, what you will find is almost everything there is bait. The customer's comments are blaming, demeaning and threatening. And nothing in the employee's remarks is useful or helpful in solving whatever the customer's problem might be.

▪ Now, look at how the employee responds. He responds with an aggressive remark (How dare you talk to me like that) followed by a defensive remark. However, the important thing to note is that the employee has taken the bait, responded to the attacking remarks, and is being controlled by the attacker. By responding in this way, the employee is giving up control.

▪ The customer replies with additional bait. In addition, the conversation is now going far afield. Whatever the original problem, it has now been lost. If this conversation were to continue, we would find that it would get more destructive, and perhaps even more abusive, as both parties will behave badly.

This is typical of situations where an employee takes the bait. The employee's reaction sends a few "sub messages" to the customer.

▪ First, the customer knows he has found some gaps in the employee's armour and now knows that he can maintain control using this kind of baiting behaviour.

▪ Second, the customer knows that he can upset the employee. The upshot is that the attacks will probably continue, since the customer is getting what he wants, control over the employee and control over the interaction.

Now, let's take a look at a slightly different scenario.

Customer: What is wrong with you? Every time I come here, you hassle me and give me the run around. If you knew what you were doing, this wouldn't happen. And, this is the last time you are going to do this to me.

Employee: Sir, I can see you’re upset about something.

Customer: Damn right, I'm upset. What are you going to do about this?

Employee: Well sir, I need some information from you so I can help you. So let’s get some details down and see how we go. Will you do that for me sir?

Note the difference. The employee does not take the bait dangled by the customer, and is working to reassert control over the interaction. He does this by acknowledging the person's anger, but NOT exploring any of the bait remarks. At the end of this short dialogue, the customer responds to the employee.

This second conversation is much more likely to be shorter, and more productive. The key point is that the attacker expects you to take the bait ... it's in the rules of the hostile game.

The psychological rule the attack uses goes like this: If I use bait, the other person will react to it in ways that will allow me to maintain control.

GOAL = you need to break this rule of the game.

You are going to set up a new game, with a different set of rules, and the first step is to not play by the attacker's rules, on the attacker's turf.

The main point about bait is that you don't take it. Recognise it for what it is- an attempt by the other person to control and irritate you.

Customers need to be acknowledged

What Angry People Need and Want

When you have dealt with an angry customer, you may have asked yourself "What does this person want from me?", or even perhaps asked the customer this question. An important question has a number of answers. Knowing the answers will help you calm down an angry person, and reduce hostile behaviour directed at you.

They want what they want!

The most obvious answer to the question is local government customers want their problem solved. In other words, the customer interacts with local government with a particular goal in mind. Unfortunately, we cannot always do what the customer wants, since we have to work within the constraints of our jobs. We don't always have the authority, or even the ability to meet the requests of clients. Most of the time we can't give them what they ask for. If clients only "wanted what they wanted" we would have little chance of calming them down, since we can't always accommodate them. Luckily, there are some psychological needs that you can address. Fulfil these needs and you will reduce hostile behaviour.

They want help

Angry or hostile people want you to be helpful, even if you can't solve their entire problem. If they see you as making a genuine effort on their behalf, they are much less likely to be hostile towards you personally.

Think about your own experience for a moment. Have you ever had the experience of going into a department store to make a purchase? You walked in and had difficulty finding the item you wanted? After searching throughout the store, you finally find a staff person. When you ask the employee where you might find the item, you get a response like this:

"Don't know. That's not my department. Infuriating isn't it? Why do we get angry in this situation? Sure, it's aggravating that we can't find the item. But what really sends us through the roof is the Lack of helpfulness shown by the staff member.

Maybe if the employee had said:

"Gee, I not sure, but if you wait just a moment I’ll see if I can find out for you ".

That would be an entirely different story. We would appreciate the effort being made for us, and be less likely to harass the employee making the effort.

The same goes for your customers. When you make an effort, or appear to be trying to help, your customers are less likely to strike out at you.

They want choices

Your customers want to feel they have choices and alternatives. They do not want to feel helpless, or trapped, or at the mercy of the "system". Like if an animal is cornered, if it’s only way of escaping is through you, you can be sure that it is going to attack you with great energy and force.

The same is true of your customers. Make them feel they have no options, or they are trapped, and they will tend to strike out at you, even if they are the authors of their own misfortune.

On the other hand, offer choices whenever possible, and you are less likely to be attacked by the upset individual.

Don’t offer no option, but try a number of options allowing the customer to choose, or in fact to suggest some other possibility that might be workable. This is much less likely to set the customer "off'.

There are always choices to offer. And we know that customers respond positively to being offered choices. It reduces their own sense of helplessness.

They Want Acknowledgment

Perhaps one of the most important things an angry person wants is to be acknowledged. People want to feel you are making the effort to understand their situation, and their emotional reactions to it. Often, the simple act of acknowledging that a person is upset will help to calm them down, provided the acknowledgment is phrased and "toned" correctly.

The most common error employees make when dealing with an angry customer is to ignore the feelings being expressed, and shift immediately into a problem-solving mode.

Unfortunately, customers perceive this approach as uncaring, unfeeling, and unhelpful, thus intensifying their anger.

It is critically important that you acknowledge the emotions being expressed at the time, use empathy and active listening as ways of acknowledging the person's feelings.

Active Listening

You listen to others many times in a day, but how well do you listen and how can you do it better? Not listening effectively can make conflict situations worse.

Listening is not the same as hearing. It requires active involvement on your part. The rewards for effective listening are gratitude, respect and closer relationships than before.

People with good active listening skills:

▪ show respect for the speaker, and are sensitive to their feelings ▪ empathise with the other person ▪ pay attention with their whole manner – body, eyes, facial expression ▪ concentrate on what is being said and are not thinking up a response or interrupting ▪ encourage the speaker to continue by nodding and murmuring ▪ Listening is a much-underrated skill. True listening requires practice as well as effort

Reflective listening

Is a form of listening that encourages the speaker to continue, by paraphrasing or feeding back to the speaker what she or he has said. This is a very useful tool for clarifying the situation from both ends to get the full picture.

You must always act professional in dealing with any members of the public, even in a conflict situation as difficult as it may seem at the time

Communication works best when you really listen to other people, asking questions and listening allows you to see another person’s point of view or understand their needs.

You have probably heard the term ‘putting yourself in another person’s shoes’. It refers to the value of looking at a situation from another person’s point of view.

Triggers

Angry situations don't always start with very abusive or hostile behaviour. What happens is that even a calm situation can escalate very quickly as each person "triggers" the other. Of course, when one or both people are angry in the first place, there is a far greater chance of escalation.

Crisis Cycle

The escalation/crisis cycle is a process where an individual becomes hostile or enters in an angry state of mind, and by virtue of less than optimal treatment, becomes more and more frustrated and abusive. In a typical escalation cycle, the employee overreacts which in turn, increases the anger of the client. If the cycle is not interrupted, the situation becomes a crisis situation, out of control, where people may be put at risk.

Escalation doesn't have to happen. It is important the employee be aware of his or her own behaviour in contributing to this cycle, particularly because the employee will bear the stress problems that crises bring with them.

When the situation moves to crisis; probability of violence increases, as does the probability that the person will cause unpleasantness after they leave.

Signs to look for….

• Abusive “F” word • Sudden silence • Personal space invaded • Clenching fist • Aggressive stance • Not listening (talking over you constantly)

In many cases, the cycle can be stopped provided the employee is able to step back from the situation, handle it professionally, and not get sucked into arguments or other behaviour that will contribute to the cycle. What is important is that you are able to stop, or prevent escalation right from the beginning. It is a lot easier to prevent hostile behaviour than to deal with it once it has emerged, full-blown.

Case Study: Enforcement situation

Scene:

You are travelling along New North road on patrol and notice an unattended vehicle parked on broken yellow lines. You stop and park your vehicle and walk back to check out the illegally parked vehicle.

As you approach, a large scruffy man appears outside the property where the vehicle is parked. You acknowledge his presence by nodding your head to him.

You then ask the question: “Hi mate, do you know whose vehicle this is?

The man replies, “I’m not your F’n mate and the car belongs to my boarder who just parked there for a minute while he shifts my car out of the drive. Why what’s it got to do with you, why don’t you get a real job! Pick on someone else.

You reply: Well I’m not a mind reader, how am I supposed to know what’s happening as I only saw the vehicle parked on the broken yellow lines and came to investigate, there’s no reason to get upset.

Just then another smaller man comes out of the property, jumps in, and shifts the vehicle off the roadway into the driveway.

The other man just stares at you in an intimidating way and tells you to “F off” and annoy someone else.

You reply: “Have a nice day”

The man replies: Are you trying to be funny you dickhead, I told you to “F off” and annoy someone else.

You now back away, go back to your vehicle, get in and drive off.

Analysis discussion:

What would have been a better approach when first meeting the man?

What triggers did you recognise here?

Why was the man upset?

Do you think your attitude was acceptable?

When could you have closed off this discussion with the man and left?

Golden rule of Communication is Listening and Understanding

Communication is the major make-or-break factor in handling conflict, as it is in handling life. We are so used to trying to get our message across, and judging and interpreting the meaning of what other people say that we tend to respond too quickly, often without having any significant understanding of the other person.

The key factor in effective communication is maintaining openness. This means speaking in a way that will keep the communication flowing, rather than causing your audience to close off or become defensive.

• This includes speaking in a confident and assertive manner, rather than being aggressive or passive. • Identifying the barriers to communication • Overcoming these barriers • The use of Active and Reflective listening • Maintaining a professional manner

Assume that the Customer has a Right to Vent

If you are working in a call centre, behind a counter or in any capacity that directly interfaces with customers then you are going to encounter an irate customer at some stage. The most common response is to evaluate the merit of the complaint while you are listening to it. Try to curb that common response and replace it with the assumption that the customer has a right to vent, even before you know the details.

• The customer may be angry because he or she made incorrect assumptions that led to improper expectations.

• The customer may be angry because of previous experiences, or simply because the problem occurred at a very inconvenient time.

• Regardless of the circumstances, acknowledge the customer has the privilege to be irate.

• Listen carefully to how the anger is expressed so you can find the root cause of the emotion.

Listen to Emotion without Emotion

Listen to the inflections and emphasis that the customer places on specific topics to identify the emotional catalyst. Listen to the emotion as well as the words. This will help you to identify the specific item or items that need primary attention. Resolving a technical issue may be only partially effective if it does not also address the customer’s emotional concern. It may not be possible to completely resolve the emotional distress, but it is appropriate to acknowledge it. Do not respond with emotion. Remember that the customer’s anger is not directed at you personally, even if the customer’s language is directed at you. If the customer’s language is attacking and borderline abusive, it is because the customer is looking for acknowledgement and response to the emotional distress. It may be necessary to repeatedly acknowledge the customer’s emotion to diffuse the situation.

Be Patient

Customer conversations come in waves. When the customer is at the peak of expressing anger, sorrow or distress, be patient and listen. It is not effective to interrupt the customer when he or she is venting combustible sentiments. It is like pouring petrol on a raging fire. Rather, wait for the waves of emotion to recede and then use that opportunity to interject with reassuring comments.

Sometimes the customer’s anger will erupt and return like another set of waves. When that happens, be patient and wait for the customer to run out of petrol before you approach the fire again. Take quiet deep breaths and wait patiently for your turn to speak.

Speak Softly

If you encounter a loud and abusive customer, respond by speaking softly and with a very steady tone. If you try to shout over the customer or interrupt, then the customer will concentrate on the verbal battle for attention and will not pay attention to the importance of your message.

If you want your message to be heard, wait for a pause from the customer. Silence is your golden cue that it is time to speak your important message in a soft voice. Eventually the customer will have to lower his or her voice to hear what you are saying.

Even though it may seem that the customer does not care about what you have to say at first, remember that the customer approached you for resolution. The customer may have built up a considerable amount of emotion before reaching you, but ultimately the customer does want your advice and assistance to resolve the problem. Once the customer remembers why he or she contacted you, the customer will be receptive to your soft spoken conversation.

Reiterate

After you have listened carefully to the customer, reiterate the priorities that you believe that you heard from the customer perspective. This will assure that you are focused on the appropriate issues and reassure the customer that you are concentrating on the proper priorities.

Use a soft, firm and inquisitive voice. Ask the customer to confirm that you have restated the facts and priorities accurately, and in some cases write them down.

Own the Problem

Sometimes it may be tempting to distance yourself from the problem by stating that you are not responsible for it, that another department will need to handle it, or that you are just a messenger.

Put that temptation in a can and put a lid on it. Expressing that you do not have ownership of the

problem or the potential resolution gives the customer a feeling of being adrift and powerless. If the customer senses that he or she is

communicating with someone who is powerless, it will create yet another reason to be frustrated and angry.

Place the Customer First, Problem Second

In most cases, two conflicting issues occur simultaneously when dealing with irate customers.

▪ The first issue is customer emotional distress.

▪ The second is the technical or administrative issue that contributed to the emotional distress.

While it may seem logical to focus first on the technical or administrative issue that cause the emotional distress, it is important to acknowledge the customer anger first and the technical issue second.

Acknowledge the customer concerns first and try to calm down the customer enough to help you concentrate on the technical or any administrative problems.

Visual Observation

View these pictures below and tick the ones that you find that portray the signs of negativity, anger or intimidating body language.

1 2 3 4

5 6 7 8 8

9 10 11 12

Body language

Body language is the meaning behind the words or the “unspoken” language. Studies show we use the following ways to communicate:

7% is verbal -what we say

38% is voice – tone, pitch and volume

55% is body language

The majority of the rest of communication is unspoken. This unspoken language isn’t rocket science. However, there are some generalisations or basic interpretations that can be applied to help with the understanding or translating of these unspoken meanings. Here are some basics below.

Eyes / Arms If you don’t look someone in the eyes while speaking, this can be interpreted as dishonesty or hiding something. Do not fold your arms whilst in conversation with another person, this can be seen as defensive, so have your arms free.

Attention Span / Attitude Other people can tell what type of attitude you have by your attention span. This shows through and makes you seem disinterested, bored, possibly even uncaring.

Attention Direction If working a group ensure everyone is included in the conversation and angle of view. (Avoid people moving in behind you) If need be, single a person out and ask them to move aside with you so you can speak to them on a one on one basis.

Personal Space / Distance Give people room and keep out of their space. Entering to close can be intrusive and viewed as aggressive.

Message Clusters

Body language comes in clusters of signals and postures, depending on the internal emotions and mental states. Recognising a whole cluster is thus far more reliable than trying to interpret individual elements. Below are a few that are of interest.

• Deceptive body language: Seeking to cover up lying or other deception.

• Power body language: Demonstrating one's power.

• Aggressive body language: Showing physical threat.

• Defensive body language: Protecting self from attack.

• Ready body language: Wanting to act and waiting for the trigger.

A significant cluster of body movements is used to signal aggression.

Shaking hands (As a rule try not to)

Shaking hands, although basically a ritual, may also contain significant acts of domination.

The 'power grip' grabs the other person's hand firmly and shakes vigorously.

The 'vice grip' does this to extreme, intending to demonstrate strength by causing pain.

The 'hand on top' method offers the palm down, using the principle that being above the other person in any way symbolises superiority. This is often combined with an elbow grab.

There is also domination in the duration of the shake. If you do not let go within the prescribed period, then you are taking control. Even for a second, this can send power signals.

Possible Threat Signals

Attack signals

When somebody is about to attack, they give visual signal such as clenching of fists ready to strike and lowering and spreading of the body for stability.

Invasion

Invading the space of the other person in some way is an act of aggression that is equivalent to one country invading another. Touching the person is another form of invasion even social touch zones, such as arm or back can be construed as aggressive.

False friendship

Invasion is often done under the cloak of familiarity, where someone acts as if they are being friendly and moves into your space, but without being invited. This will cause a dilemma of whether to repel a 'friendly' advance or to accept dominance of the other.

Use Your Senses

The Five senses – Use them to your advantage as an early warning system

The ear (an organ) is specially made to receive sound waves that are sent out by vibrating objects and converts them into sensations we call sound.

The nose contains the nostrils and organs of smell. The stimulus that excites smell is chemical, for example onion and garlic give off different chemical sensations.

The tongue is the organ that controls taste. Taste is also a chemical stimulus. Things to be tasted must touch the tongue, sometimes, taste become combined with smell because of the connection between the mouth and the back of the nose.

Touch is created by stimulating the skin (the largest organ of the body) through the sensations of touch, pressure, pain, heat and cold

The eye (an organ) acts like a camera. Human vision is stereoscopic, which means seeing in three dimensions. When we look at objects two slightly different images are transmitted to the brain, and are merged so the brain can interpret the image that we see. This allows us to see objects which stand away from the background, not flat like you see in a photograph.

Recognise the Signals

Each one of these images below contains potential conflict that could be applicable to you on any given day or night, ranging from a mild form of intimidation through to possible fatal conflict encounter.

The question is, do you recognise the signals being sent? Is your personal radar switched on?

You may not have anything to do with a situation that arises involving other people conflict and their conduct on the street. You may just be in the wrong place at the wrong time and are drawn into an uncontrollable chain of events. This can still be possibly avoided by switching on your personal radar. Remember THINK SAFE BE SAFE

Remember – Don’t Panic

▪ Read into the person’s body language being presented at the time ▪ Do not stay and try and defend your honour or the fact that you are right ▪ Remember body stance for your own balance ▪ Use distractions around you to your advantage ▪ When walking away keep an eye on where the person is and if they are trying to follow you ▪ Use the nearest exit point to leave the area ▪ If need be place yourself between something and the aggressor until help arrives or they leave

If the situation is getting out of control always, remove yourself from the scene if feasible

KNOW WHEN TO WALK AWAY

Remember to call for backup if

your personal safety is threatened.

Know your emergency procedures

Describing an Offender If you are involved in a conflict situation, which has escalated out of control, you may need to provide a good description of the offender, outlined below are THE BASIC points to recall the information required later.

1. Gender Male or Female

2. Nationality European or Caucasian, Polynesian, Maori, Indian, Asian etc ,skin colour will also help in identifying race

3. Age A rough estimate in ten year blocks (40-50 years old)

4. Appearance ▪ Body build, ▪ height, ▪ weight, ▪ any other outstanding features ▪ scars, tattoos, hair style – short back & sides etc ,Jewellery – rings ,chains , ear piercing etc

5. Clothing White “T shirt” ,blue bandana , blue jeans, Brown boots , etc

6. Vehicle Registration, make & model colour and what direction the vehicle has gone

How good are your observation skills?

Using the picture you looked at on the previous page describe the man in the photo in the way you would describe an offender from memory.

1. Gender ......

2. Nationality ......

3. Age ......

4. Physical appearance ......

......

5. Clothing ......

......

Vehicle Not applicable in this case 6.

Offensive Weapons

As an employee and a member of the public yourself, you must always be aware of any life- threatening situation that may present itself. This may involve a person brandishing a weapon. Hopefully this may never occur, however in today’s current climate you should keep a constant vigil towards your own safety and be prepared to deal effectively with this type of scenario, should it present itself.

What procedures would you follow if you encountered someone that pulled outa knife and displayed it in a threatening manner

List what other types of weapons you think a member of the public may have concealed on them.

PISTOL KNIFE

When notified of a possible bomb threat in the area you are working why is it necessary not to use a radio telephone or cell phone close by to the location?

The Affects Drugs or Alcohol

Alcohol - Straight Facts:

Booze... Bubbly... Fire water...even Joy Juice... People have a lot of wacky names for alcohol. And there's dozens more for alcohol poisoning; that is, for being drunk. That's a lot of creative energy wasted on the substance that kills more people than all illegal drugs combined. If you still think it's funny or innocent, think again. Alcohol is a powerful, addictive drug, and it kills.

Alcohol routinely gives people headaches and makes them sick to their stomachs, but a little vomit is the least of their worries. Alcohol can cause major trouble with work, and the law, and people may lose their jobs. Drinking alcohol pickles people's brains, so they make bad choices, not to mention that when people drink they more frequently get into fights and commit other crimes.

How to cope when dealing with alcohol or drug induced people Identify the potential for conflict quickly and take swift and tactful action to prevent any escalation.

Identify quickly situations where personal safety of customers or colleagues may be threatened and organise appropriate assistance.

Situations where personal safety of customers or colleagues may be threatened and assistance is required may include those where there are:

▪ Drug or alcohol affected persons who cannot be reasoned with ▪ Situations where someone has been or may be hurt ▪ People who appear to be violent or are threatening ▪ Situations where customers refuse to leave or be pacified.

How to Respond

▪ Be as understanding as possible.

▪ People that become angry when they are drunk often have a difficult time coping with anger when sober. Understanding this will help you when diffusing the situation.

▪ Always stay calm. Getting equally upset and angry will only escalate the situation.

▪ Avoid subjects that trigger their anger.

▪ Avoid trying to yell over them. They will only get louder and the situation will only get worse. Instead, use a low and calm voice.

▪ Don't be bossy.

▪ Do not demand that they leave or that they stop talking. This will only make the person defensive causing there anger to intensify.

▪ Stay safe. Know when it is time to leave them alone or you may end up bearing the brunt of all their anger either through hurtful comments or worse, physical violence.

Case Study: Enforcement situation

Scene:

You are on patrol in Albert Street at 3.10pm enforcing the bus lane. You have ticketed a vehicle and the tow wagon has arrived and lifted it up off the ground.

Just as you re-viewing the notice and adding the towage fee, you notice three people yelling at you and crossing the street advancing towards you.

One of the group is a female and the other two are males, one of the males is very big and overweight, the other is of normal build but is carrying a bottle of beer.

You notice that the two males are a little bit aggressive and look as though they have been drinking, as they seem to be walking sloppy

The male with the bottle of beer tells you to “F off” and leave his car alone

You try to explain what’s going on, and that the vehicle is on the bus lane and you ask him is he the driver? Can he show you the keys for the vehicle etc

The group of three now start to come very close to you as you are trying to show and explain the notice and the fine amount, you can obviously smell the alcohol very strongly now

The male with the bottle of beer tells you to “F off”, shove the ticket up your backside, and yells out give me my “F’n” car now.

You ask the driver for his name and address please as you need this before you release the vehicle back to him.

He replies Mickey mouse you “F wit” now give me my car

You ask the tow driver to release the vehicle, then the group get in and drive off giving you the finger.

Analysis discussion:

What would have been a better way to handle this type of situation? What other questions are raised here?

Methamphetamine / Amphetamines

(The nickname "P" is unique to New Zealand)

Slang Speed, Whiz, Crystal meth, Ice, Shabu, Pure, P, Base, Rock, Crank, Crack

How it is taken Snorted (especially powdered 'speed') Smoked ('P', a common variant, is often smoked through a glass pipe) Injected Eaten (in pill form) Inserted anally (shelving)

Common Effects

• energy and alertness • talkativeness, increased confidence, excitement • difficulty sleeping • feelings of power and invincibility • aggression, paranoia, irritability • increased heart rate, breathing and blood pressure • sweating, dry mouth, dilated pupils • reduced appetite The New Zealand context Methamphetamine has been the focus of considerable public attention in recent years. Recognising the risk of harm to both individual users and to society and in response to public concern, methamphetamine was upgraded to a Class A controlled substance. Penalties and police powers to investigate the manufacture, sale and use of methamphetamine were increased with this move.

Methamphetamine is relatively easy to synthesise from commonly available medications in New Zealand, and it can be made in labs often small enough to fit into a room or car boot. These are often called 'clan labs', short for clandestine (secret) laboratories.

Many of the chemicals used in the synthesising process are highly corrosive and dangerous, and houses where methamphetamine has been produced often must be extensively cleaned and detoxified. The police estimate that producing one kilogram of methamphetamine creates seven kilograms of toxic by-product.

Methamphetamine can also be sourced from overseas, particularly Asian countries. In addition, much of the material it is made from (cold and flu remedies that contain pseudoephedrine) can be sourced from overseas.

Methamphetamine is extremely addictive and destructive. It has serious social, economic and even environmental consequences. Police are highly focussed on destroying the production and distribution of methamphetamine.

How to Get Help

There are a number of treatment organisations that can help. If you feel that you or anyone you know needs help, then you can call these services in strict confidence .If you are faced with an emergency, call 111 immediately. To talk to someone about your or someone else's drug use, call the Alcohol Drug Helpline - 0800 787 797 You can also get contact details for your local alcohol and other drug counsellor or treatment provider.

Methamphetamine clandestine lab before and after being destroyed by an explosion

Methamphetamine / Amphetamine users before and after being destroyed by the drug

Cannabis - Marijuana

A tobacco like substance produced by drying the leaves and flowering tops of the cannabis plant, marijuana varies significantly in its potency, depending on the source and selection of plant materials used. The primary psychoactive ingredient found in Marijuana is THC (delta-9-tetrahydrocannabinol).

Marijuana contains known toxins and cancer-causing chemicals that are stored in fat cells of users for up to several months. Marijuana users experience the same health problems as tobacco smokers, such as bronchitis, emphysema, and bronchial asthma. Some of the effects of marijuana use also include increased heart rate, dryness of the mouth, reddening of the eyes, impaired motor skills and concentration, and frequent hunger. Extended use increases risk to the lungs and reproductive system, as well as suppression of the immune system. Occasionally, hallucinations, fantasies, and paranoia are reported.

Consumption

Marijuana is usually smoked in the form of loosely rolled cigarettes called joints or hollowed-out commercial cigars called blunts. Joints and blunts may be laced with a number of adulterants including phencyclidine (PCP), substantially altering the effects and toxicity of these products. Street names for marijuana include pot, grass, weed, mary jane, acupulco gold, and reefer.

Marijuana is also consumed through pipes, bongs, vaporizers, and orally. By smoking a joint or blunt 50-70% of the THC is lost.

A water bong cools the smoke to make it less irritating while removing harsh water soluble chemicals.

Vaporizers are the most effective method of ingesting marijuana. Resins are liquefied and vaporized at lower temperatures than smoking, thus maintaining a higher level of potency.

Marijuana that is mixed with food and consumed avoids the hazards of smoking but requires up to 3 times the amount to produce the same high.

Refined Cocaine

Illicit cocaine is usually distributed as a white crystalline powder or as an off-white chunky material. Cocaine base is converted into the powder form, which is usually cocaine hydrochloride, by diluting it with other substances. The substances most commonly used in this process are sugars, such as lactose, inositol, and mannitol, and local anesthetics, such as lidocaine. The adulteration of cocaine increases its volume and thus multiplies profits. The major routes of administration of cocaine are snorting, injecting, and smoking (including freebase and crack cocaine). Snorting is inhaling cocaine powder through the nose where it is absorbed into the bloodstream through the nasal tissues. Injecting is using a needle to release the drug directly into the bloodstream. Smoking involves inhaling cocaine vapor or smoke into the lungs, where it is absorbed into the bloodstream as quickly as when it is injected.

Base Cocaine & Crack Cocaine

"Crack" is the street name given to cocaine that has been processed from cocaine hydrochloride to a ready-to-use free base for smoking. Rather than requiring the more volatile method of processing cocaine using ether, crack cocaine is processed with ammonia or sodium bicarbonate (baking soda) and water and heated to remove the hydrochloride, thus producing a form of cocaine that can be smoked. The term "crack" refers to the crackling sound heard when the mixture is heated, presumably from the sodium bicarbonate.

On the illicit market, crack, or "rock," is sold in small, inexpensive dosage units. Smoking this form of the drug delivers large quantities of cocaine to the lungs, producing effects comparable to intravenous injection. These effects are felt almost immediately after smoking, are very intense, and do not last long.

There is great risk associated with cocaine use whether the drug is ingested by snorting, injecting, or smoking. Excessive doses of cocaine may lead to seizures and death from respiratory failure, stroke, cerebral hemorrhage, or heart failure. There is no specific antidote for cocaine overdose. Evidence suggests that users who smoke or inject cocaine may be at even greater risk than those who snort it. Cocaine smokers suffer from acute respiratory problems including coughing, shortness of breath, and severe chest pains with lung trauma and bleeding. In addition, it appears that compulsive cocaine use may develop even more rapidly if the substance is smoked rather than snorted. The injecting cocaine user is at risk for transmitting or acquiring HIV infection/AIDS if needles or other injection equipment are shared.

Cocaine HCL powder is mixed with water and baking soda to form a thick paste. Paste is heated in a microwave oven or on a stove. Resulting product, crack, is broken into small chunks or “rocks” and placed in clear plastic vials for sale to customers.

Black cocaine is produced by adding cobalt and ferric chloride. These chemicals mask the odor of the cocaine making it undetectable to drug sniffing dogs. Black cocaine has a gritty dirt appearance and a very pungent odor. Black cocaine is detectable using ionscan equipment. Once at the destination point, the black cocaine is reverted back to it’s original structure using acetone or ether.

Black cocaine Red bean cocaine

Heroin

Opium is produced and available for collection for only a few days of the plant’s life, between the time the petals drop and before the seed pod matures.When the crown of the seed pod rises, that is used as an indicator that it’s time to “bleed” the plants.

Poppy plants and Pod

Users will develop a physiological dependence on the drug. While some addicts experience manageable withdrawal symptoms, in the most extreme cases cessation has resulted in death.

Heroin can have many different consistencies and appearances

Synthetic Drugs – Ecstasy (MDMA)

Previously a clinical drug used by psychiatrists to treat the “seven year itch. ”MDMA heightens the body’s senses and is a strong stimulant with similar effects as caffeine.

LSD Blotter Paper

LSD is the German abbreviation for “Lysergic Acid Diethylamide”. LSD is very potent. It remains in the brain long after its effects have worn off. In fact, many people that suffer psychoses have a chemical that is closely related to LSD present in their brains. LSD is sold in the form of tablets, small squares of gelatin (“window vanes”), or impregnated paper (“blotter paper”). Blotter paper is becoming increasingly popular due to its popularity with children and teens. Several companies began marketing candies in “paper form”. Now LSD is manufactured and sold to sometimes resemble the children's candies. LSD blotter paper can frequently be identified through its designs, as drug designs and designs of a sexual nature are commonplace.

Skills Test Offence Recognition Using your Precedent Code Help card identify the offences below:

P-Code = P-Code =

Manual PDA is on street training based and new wardens go through this to get used to the device and learning how to use it.

Hamilton City Council us TC56 Motorola devices