Post-Objection Consultation Framework Overview
Engagement
consultation framework
Page 1
Post-objection consultation framework overview
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Customer experience principles that serve as a guide for the consultation experience
A standardised process approach to post-objection consultation presented in a clear and jargon-free format
A matrix for internal use that outlines the key high-level differences in the post-objection consultation process dependent on contributing factors
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1. Post-objection consultation CX Principles
These principles were developed based on the framing of procedural justice, DTP consultation meeting summary report, feedback from focus groups
and 1:1’s, and conversations with statutory planning teams on what success looks like. These principles call out what council’s want community
members to experience when engaging in the objection process.
T
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The process is transparent
and inclusive so that all
parties have the relevant
information to fairly
articulate their opinions
V
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c
e
All parties have
opportunities for genuine
interaction and to raise
concerns
F
a
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n
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Objectors experience a
process that is fair,
balanced, consistent, and
provides reasonable
opportunities for genuine
engagement and
consideration
E
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Objectors and Applicants
should feel educated and
informed throughout the
process as to why
outcomes were reached
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These principles are a guide and should be reviewed
and updated to suit your Council’s principles.
2. Post-objection consultation Process
This process map outlines the standard approach for
managing post-objection consultations. This has been
designed in a clear, jargon-free format that is intended to
be made publicly available (on council’s website) to
ensure visibility and greater community understanding
regarding the consultation process
1
S
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Council receives
your submission.
You can access
the objection
lodgement page
here [
insert link]
2
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Council will let you know
that your submission has
been received via email.
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Council will provide all
submissions to the
applicant within 10
days of the advertising
period closing. On
request, community
members can access
redacted copies of
submissions – Just
speak to a planning
officer.
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Our Planning Officers will
assess the value in going
to a mediation
meeting. This depends on
many factors, such as the
willingness of each party
to compromise, and
the relevant policies.
C
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If mediation is held, the
planning officer will
communicate meeting
logistics and agenda
(including key objection
themes) to both submitter
and applicant.
5
M
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d
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a
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o
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If mediation is held, our
Planning Officers will
select the most
appropriate way to hold
the session. For example,
this could include a F2F,
or virtual meeting
between parties.
C
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Planning officer sends
meeting summary and next
steps to involved parties.
6
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A
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If an agreement is reached
on modifications, our
Planning Officer will select
the most appropriate way to
communicate changes. If no
agreement is reached, the
application will be reviewed,
and a decision made.
C
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Application status is updated to
reflect that the application is
currently “under assessment or
consideration” while the Planning
Officer assesses the merits of the
application.
7
N
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A Notice of Decision
(NOD) will be issued
by Council, included a
summary of the key
reasons for the
decision. The NOD will
include permit
conditions, should a
permit be issued.
8
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If the applicant or a
submitter lodges an
appeal with
VCAT (Victorian Civil
and Administrative
Tribunal), the Tribunal
can review Council’s
permit decision
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This timeline has also been provided as a stand
alone solution, so you can make amendments to
it as required, just remember to update the image
in this document after.
3. Post-objection consultation Matrix – key changes
This diagram outlines the
key high-level differences
in the post-objection
consultation process
dependent on the
application’s financial
value and how many
objections are received.
Variations in these two
factors will lead to
suggested changes and/or
additional considerations
throughout the planning
process.
N
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o
f
o
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j
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t
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s
L
o
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Planning Officer likely to play a
larger ‘intermediary’ role
More intimate mediation
techniques that enable deeper
conversations between select
parties
H
i
g
h
Possible utilisation of external
facilitators or councillors
Mediation techniques that
enable larger audience (i.e.
objector) attendance
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F
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Increased focus on
Personal concerns
Reduced focus on
economic issues
H
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g
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Potential consultation of additional
Depts (e.g. economic development
team)
Possible utilisation of external
facilitators or councillors
I
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You can make this document more specific
to your council by adding additional
relevant considerations, or by specifying
triggers that change your process, for
example the number of objections that may
change delegation. You can also build out
this framework with any further principles
that apply to your council.
The post-objection consultation framework consists of three key components: customer experience principles, a standardized process approach, and a matrix for internal use. The customer experience principles focus on transparency, voice, fairness, and education throughout the objection process. The standardized process includes steps such as submission, mediation assessment, modifications, decision acknowledgment, and appeal communication. The framework aims to ensure a clear, inclusive, and informative experience for all parties involved in the objection process.
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Presentation Transcript
Engagement consultation framework Page 1
Post-objection consultation framework overview The three key components of the consultation framework are: Customer experience principles that serve as a guide for the consultation experience A standardised process approach to post-objection consultation presented in a clear and jargon-free format A matrix for internal use that outlines the key high-level differences in the post-objection consultation process dependent on contributing factors 1. Customer experience principles 2. Standard post-objection consultation process 3. Matrix variations and internal process maps Voice Transparent Fairness Education OFFICIAL
1. Post-objection consultation CX Principles These principles were developed based on the framing of procedural justice, DTP consultation meeting summary report, feedback from focus groups and 1:1 s, and conversations with statutory planning teams on what success looks like. These principles call out what council s want community members to experience when engaging in the objection process. Transparent Voice Fairness Education The process is transparent and inclusive so that all parties have the relevant information to fairly articulate their opinions All parties have opportunities for genuine interaction and to raise concerns Objectors experience a process that is fair, balanced, consistent, and provides reasonable opportunities for genuine engagement and consideration Objectors and Applicants should feel educated and informed throughout the process as to why outcomes were reached Implementation notes: Delete these notes prior to publishing this solution. These principles are a guide and should be reviewed and updated to suit your Council s principles. OFFICIAL
2. Post-objection consultation Process No mediation held If a meeting is determined to have no merit, submitters receive automated next steps email update (i.e., under consideration or under assessment ) 1 2 3 4 5 6 7 8 Submission received Council receives your submission. You can access the objection lodgement page here [insert link] Mediation value assessed Our Planning Officers will assess the value in going to a mediation meeting. This depends on many factors, such as the willingness of each party to compromise, and the relevant policies. Mediation If mediation is held, our Planning Officers will select the most appropriate way to hold the session. For example, this could include a F2F, or virtual meeting between parties. Modifications And review If an agreement is reached on modifications, our Planning Officer will select the most appropriate way to communicate changes. If no agreement is reached, the application will be reviewed, and a decision made. Acknowledgement Council will let you know that your submission has been received via email. Notice of decision A Notice of Decision (NOD) will be issued by Council, included a summary of the key reasons for the decision. The NOD will include permit conditions, should a permit be issued. Submissions provided Council will provide all submissions to the applicant within 10 days of the advertising period closing. On request, community members can access redacted copies of submissions Just speak to a planning officer. Appeal decision (only if appeal is lodged) If the applicant or a submitter lodges an appeal with VCAT (Victorian Civil and Administrative Tribunal), the Tribunal can review Council s permit decision Communication If you ve lodged a submission, you can expect updates and communication from our team. From this point, you will receive information on the next steps as they arise. Communication Planning officer sends meeting summary and next steps to involved parties. Communication Application status is updated to reflect that the application is currently under assessment or consideration while the Planning Officer assesses the merits of the application. Communication If mediation is held, the planning officer will communicate meeting logistics and agenda (including key objection themes) to both submitter and applicant. This process map outlines the standard approach for managing post-objection consultations. This has been designed in a clear, jargon-free format that is intended to be made publicly available (on council s website) to ensure visibility and greater community understanding regarding the consultation process Implementation notes: Delete these notes prior to publishing this solution. This timeline has also been provided as a stand alone solution, so you can make amendments to it as required, just remember to update the image in this document after. OFFICIAL
3. Post-objection consultation Matrix key changes This diagram outlines the key high-level differences in the post-objection consultation process dependent on the application s financial value and how many objections are received. Planning Officer likely to play a larger intermediary role Possible utilisation of external facilitators or councillors Low High Number of objections More intimate mediation techniques that enable deeper conversations between select parties Mediation techniques that enable larger audience (i.e. objector) attendance Variations in these two factors will lead to suggested changes and/or additional considerations throughout the planning process. Potential consultation of additional Depts (e.g. economic development team) Increased focus on Personal concerns Scale of Financial value Low High Implementation notes: Delete these notes prior to publishing this solution. You can make this document more specific to your council by adding additional relevant considerations, or by specifying triggers that change your process, for example the number of objections that may change delegation. You can also build out this framework with any further principles that apply to your council. Reduced focus on economic issues Possible utilisation of external facilitators or councillors OFFICIAL
