Clarence Valley Council Customer Satisfaction Survey 2022

Limitations/Liability

FIGURES

Figure 1 Overall Satisfaction with Clarence Valley Council 10

Figure 2 Overall Satisfaction Internal Benchmarks 10

Figure 3 Reasons for Overall Satisfaction 11

Figure 4 Council Facilities or Services Satisfaction 13

Figure 5 Infrastructure Comparisons to Regional NSW Benchmarks 15

Figure 6 Services 1 Comparisons to Regional NSW Benchmarks 16

Figure 7 Services 2 Comparisons to Regional NSW Benchmarks 17

Figure 8 Council Facilities or Services Importance 18

Figure 9 Quadrant Analysis 21

Figure 10 Most Important Use of Council Resources 23

Figure 11 Recent Contact with Council 24

Figure 12 Frequency of Contact with Council in the past 12 months 25

Figure 13 Issue Contacted Council Regarding 26

Figure 14 Number of Contacts Required to Resolve their Most Recent Inquiry 27

Figure 15 Why Issue has Not Yet Been Resolved 27

Figure 16 Method of Contact 28

Figure 17 Satisfaction with How Well Council Handled your Inquiry 29

Figure 18 Satisfaction with How Well Council Handled your Inquiry (mean scores) 29

Figure 19 Method Prefer Making a Payment 30

Figure 20 Method Prefer Requesting Council to Do Something 30

Figure 21 Method Prefer Finding Out about Emergency Planning and Recovery Activities 31

Figure 22 Method Prefer Providing Feedback on Important or Topical Issues 31

Figure 23 Method Prefer General Requests for Information 32

Figure 24 Method Prefer Finding out about Council Policies or Activities 32

Figure 25 Method Prefer Finding out about Local Activities and Events 33

Figure 26 Method Prefer Finding out about Local Flooding, Road Closures, etc 34

Figure 27 Access to Council’s Website 36

Figure 28 Rate Council’s Website for Usefulness of Content 37

Figure 29 Rate Council’s Website for Ease of Navigation 37

FIGURES

Figure 30 Improvements to the Region 38

TABLES

Table 1 Overall Satisfaction with Clarence Valley Council Compared to External Benchmark 11

Table 2 Council Facilities or Services Satisfaction Internal Benchmarks (mean scores) 14

Table 3 Significantly Higher Mean Scores for Importance among 2022 Subgroups 17

Table 4 Council Facilities or Services Importance Internal Benchmarks (mean scores) 19

Table 5 Quadrant Analysis 22

Table 6 Significantly Higher Reason for Inquiry among 2022 Subgroups 25

Table 7 Method of Contacting Council Top Three Preferences in 2022 34

Table 8 Data Weighting Factors Age/Sex 56

Table 9 Weighted Sample Profile 1 (Age) 56

Table 10 Weighted Sample Profile 2 (Gender) 56

Table 11 Weighted Sample Profile 3 (Length of time lived in Clarence Valley LGA) 56

Table 12 Weighted Sample Profile 4 (Town live nearest to) 57

Table 13 Weighted Sample Profile 5 (Ratepayer status) 57

Table 14 Weighted Sample Profile 6 (Urban or rural setting) 57

1. EXECUTIVE SUMMARY

1. EXECUTIVE SUMMARY

Among the key findings:

Overall satisfaction

The proportion of residents dissatisfied rose significantly in this latest survey, from 25% to 39% (while the proportion satisfied fell from 33% to 29%). The overall satisfaction mean score of 2.7 was significantly below the 3.3 average across 25 regional NSW councils.

Facilities and services

Of the 23 facilities and services that residents surveyed were asked to rate for their level of satisfaction, 15 received a mean rating higher than the “neutral” score of 3.0 out of 5.

The top rated facilities and services for satisfaction were:

• Libraries

• Sewerage

• Support for sport and cultural events

• Lifeguards

• Waste and recycling

The lowest rated facilities and services for satisfaction were:

• Maintenance of unsealed roads

• Maintenance of sealed roads

• Development application processing

•

Economic development

In 2022, Clarence Valley Council was the best regional NSW council on record for Libraries, Sewerage, Online services, Support for sport and cultural events and Lifeguards, and the worst on record for Maintenance of sealed roads.

The three most important uses of Council resources had a 40% tie between Maintenance of unsealed roads and Flood plain and coastline management (N.B. Maintenance of sealed roads was not available to be chosen). The quadrant analysis showed Maintenance of sealed roads to be ranked the most important, and among the lowest in satisfaction.

Customer services

The number of residents surveyed who contacted Council in the past 12 months increased from 43% in 2020 to 57% in 2022. The proportion of those being resolved with just one contact has remained relatively static since 2020

Online or CVC website was the first preference in 2022 for six of the eight inquiry-types asked about, though less popular with residents surveyed aged 60+.

Council website

Use of Council’s website in 2022 was 53% in the past six months, up from 43% in 2020. Ratings by users for Usefulness of content dropped from a mean score in 2020 of 3.4 to 3.1 in 2022. Ratings for Ease of navigation dropped from 3.3 in 2020 to 3.1 in 2022.

This research study was commissioned by Clarence Valley Council to better understand key issues, community needs and priorities regarding the services and facilities provided by the Council.

2. SURVEY METHODOLOGY

2. SURVEY METHODOLOGY

2.1. DATA COLLECTION

Data was collected by Taverner Research Group via random CATI (telephone) interviewing during the period Tuesday 23 August to Thursday 1 September 2022, inclusive.

In total 402 adult residents completed the survey (226 via mobile phone and 176 via fixed line phone) A copy of the questionnaire is available in Appendix 1.

Based on the number of households within the Clarence Valley LGA, a random sample of 402 adult residents implies a margin for error of +/ 4.9% at the 95% confidence level. This means that if we conducted a similar poll 20 times, results should reflect the views and behaviour of the overall survey population in this case “all Clarence Valley LGA adult residents excluding council employees and councillors” - to within a +/- 4.9% margin in 19 of those 20 surveys.

2.2. DATA HANDLING

Data handling and analysis was carried out using the statistical database program “Q”. All responses are de identified to ensure the anonymity of respondents.

2.3. DATA WEIGHTING

The data was collected via random sampling. To ensure that the report is representative of the broader Clarence Valley Council community, the data has been weighted post collection to broadly represent the LGA in terms of population distribution by age and gender (based on 2021 Census data). Respondent profile and weighting information is included in Appendix 2.

2.4. DATA ANALYSIS

Statistical testing was conducted across results by age, gender, region, and urban versus rural Significantly higher/lower differences, at the 95% confidence level, are identified in tables in Appendix 3 (blue figures for significantly higher and red figures for significantly lower)

3.

FINDINGS

3.1. PERFORMANCE OF CLARENCE VALLEY COUNCIL Overall

3. SURVEY FINDINGS

Table 1 Overall Satisfaction with Clarence Valley Council Compared to External Benchmark

Clarence Valley 2022 mean Regional NSW average mean Regional NSW highest mean Regional NSW lowest mean

3.3 4.1 2.3 As shown in Figure 3 below, ‘Roads need improvement’, ‘Council red tape’, ‘Some services lacking’, ‘Wasteful’ and ‘Council does a poor job’ were significantly higher mentions in 2022 than in 2020. The perceived poor quality of local roads was a consistent theme throughout the survey.

3.2. COUNCIL FACILITIES

3. SURVEY FINDINGS

Satisfaction with facilities and services

In 2022, almost two-thirds (62%, see Figure 4 next page) gave a score of four or five out of five for Waste and recycling. Nearly three out of four (74%) gave a score of one or two out of five for Maintenance of sealed roads.

Only four of the 23 facilities and services saw an increase in their mean satisfaction scores in 2022 compared to 2020 (see Table 2, two pages down) Libraries, Sewerage, Waste and recycling and Protection of the natural environment and biodiversity. The largest decreases in mean satisfaction scores were for Maintenance of sealed roads ( 27%) and Development application processing ( 21%).

There was only one significant difference detected in the 2022 subgroup analysis of means satisfaction scores Area “Other” (not Grafton/South Grafton/Maclean/Yamba/Iluka) had a significantly lower mean for Maintenance of sealed roads (see Appendix 3).

3. SURVEY FINDINGS

Table 2 Council Facilities or Services Satisfaction Internal Benchmarks (mean scores)

Facility or service

2018 2020 2022 2020 vs 2022

Libraries 4.2 4.3 4.5 +6%

Sewerage 4.0 3.8 4.0 +5%

Support for sport and cultural events 3.7 3.8 3.7 2%

Lifeguards 4.1 4.0 3.7 7%

Waste and recycling 3.8 3.6 3.7 +3%

Water supply 3.8 3.7 3.6 3%

Sporting facilities 3.8 3.8 3.6 5%

Parks, reserves and playgrounds 3.5 3.8 3.5 7%

Cultural facilities 3.5 3.6 3.4 6%

Cleanliness of streets 3.6 3.4 3.3 5%

Maintenance of bridges 3.4 3.5 3.1 10%

Protection of the natural environment and biodiversity 3.2 3.1 3.1 +1%

Enforcement of regulations by rangers 3.3 3.1 3.0 3%

Online services such as the website 3.5 3.4 3.0 11%

Footpaths and cycleways 3.1 3.1 3.0 5%

Council pools 3.4 3.4 2.8 17%

Flood plain and coastal management 3.2 3.2 2.8 14%

Tourism marketing 2.9 2.8 2.6 7%

Maintenance of public toilets 3.1 3.0 2.6 11%

Economic development 2.8 2.6 2.4 7%

Development application processing 2.7 2.4 1.9 21%

Maintenance of sealed roads 2.7 2.5 1.9 27%

Maintenance of unsealed roads 2.2 2.2 1.8 20%

3. SURVEY FINDINGS

Comparison of satisfaction to other regional NSW councils

Figure 5 below shows Clarence Valley Council compared to a cumulative benchmark of regional NSW councils for facilities or services considered Infrastructure. Clarence Valley Council in 2022 was slightly under the mean for Maintenance of unsealed roads, Maintenance of bridges, Council pools and Parks, reserves and playgrounds, and slightly above the middle for Footpaths and cycleways, Water supply and Sporting facilities. Clarence Valley Council did worse than any other regional NSW council for Maintenance of sealed roads, and better than any other regional NSW council for Libraries and Sewerage.

Figure 5 Infrastructure Comparisons to Regional NSW Benchmarks

3. SURVEY FINDINGS

Figure 6 below shows how Clarence Valley Council compared to a cumulative benchmark of regional NSW councils for facilities or services considered Services (second half of Services on next page). Clarence Valley Council in 2022 was ahead of the middle of regional NSW councils on all these services except Flood plain and coastline management and Cleanliness of streets.

Figure 6 Services 1 Comparisons to Regional NSW Benchmarks

Figure 7 (next page) shows how Clarence Valley Council compared to a cumulative benchmark of regional NSW councils for facilities or services considered Services (this is the second half of Services). Clarence Valley Council in 2022 was the best regional NSW council observed for Online services such as website, Support for sport and cultural events and Lifeguards.

3. SURVEY FINDINGS

As shown in Table 4 below, the largest increase in importance mean score was Flood plain and coastline management (+14%) and the largest decrease in importance mean score was Tourism marketing ( 13%)

Table 4 Council Facilities or Services Importance Internal Benchmarks (mean scores)

Facility or service

2018 2020 2022 2020 vs 2022

Maintenance of sealed roads 4.3 4.4 4.7 +6% Water supply 4.2 4.3 4.5 +4% Waste and recycling 4.2 4.3 4.4 +2%

Maintenance of bridges 3.9 4.1 4.2 +3%

Maintenance of unsealed roads 3.5 3.9 4.2 +9%

Flood plain and coastline management 3.7 3.6 4.1 +14% Parks, reserves and playgrounds 3.7 4.0 4.0 +1% Cleanliness of streets 3.9 4.0 4.0 0% Sewerage 3.7 3.8 4.0 +5%

Protection of the natural environment and biodiversity 3.9 3.9 3.9 +1% Sporting facilities 3.5 3.8 3.9 +3% Footpaths and cycleways 3.6 3.9 3.8 2%

Maintenance of public toilets 3.6 3.9 3.8 1% Economic development 3.4 3.8 3.8 2% Support for sport and cultural events 3.6 3.8 3.6 3%

Development application processing 2.6 3.5 3.5 +1%

Council Pools 3.0 3.5 3.5 0% Lifeguards 3.5 3.7 3.5 6% Online services such as the website 2.6 3.2 3.3 +2% Libraries 3.3 3.4 3.2 5%

Enforcement of regulations by rangers 3.3 3.5 3.2 8%

Cultural facilities 3.0 3.2 3.2 3% Tourism marketing 3.3 3.5 3.0 13%

3. SURVEY FINDINGS

3.3. DRIVERS OF SATISFACTION

This section of the report aims to identify the key drivers of resident satisfaction via a deeper analysis of the relationship between satisfaction with, and importance of the cited services and facilities

Quadrant analysis simultaneously analyses the importance of a service in terms of driving overall satisfaction and the performance of services in terms of resident satisfaction. To do this, mean satisfaction scores are plotted against importance scores for each Council service.

To form quadrants, the average importance score and average satisfaction score across all services and facilities were calculated. Services and facilities with a mean satisfaction score less than the overall average were classified as ‘lower’ performing while those with a mean score above the average were classified as ‘higher’ performing. Similarly, services and facilities have ‘higher’ or ‘lower’ importance depending on their position above or below the overall average.

These scores do not suggest the service or facility is not important in the personal lives of residents. It strictly relates to relative importance in creating overall satisfaction with Council.

Figure 9 (over page) is Council’s performance/importance quadrant.

1. The upper right quadrant (high importance and high satisfaction) represents current service strengths or ‘Strengths to maintain’.

2. The upper left quadrant (high importance but low satisfaction) denotes services where satisfaction should be improved or ‘Priorities for Council’

3. The lower left quadrant (relatively lower importance and relatively lower satisfaction) represents lower priority service dimensions or ‘Second order issues’

4. The lower right quadrant (relatively lower importance and high satisfaction) represents Council’s ‘Opportunities’. These are higher performing services that are not yet having a strong impact on creating overall satisfaction with Council.

3. SURVEY FINDINGS

Figure 9 Quadrant Analysis

3. SURVEY FINDINGS

Water supply rated highly in importance (mean 4.5) and satisfaction (mean 3.7). In 2022, Sewerage had lower importance (mean 4.0) but higher satisfaction (mean 4.0) than Water supply.

Meanwhile, a major priority for Council lies in Maintenance of sealed roads, which had a high importance (mean 4.7) against a low satisfaction (mean 1 9). As shown in

Figure 9 (previous page), Maintenance of roads (both sealed and unsealed) stand our prominently as issues of concern

Overall, the diversity of priorities and opportunities for Council indicates how overall satisfaction can be improved by aligning Council efforts with improving facilities and services valued by respondents.

Table 5 Quadrant Analysis

PRIORITIESFORCOUNCIL

11 Maintenance of bridges 2 Sewerage

12 Protection of the natural environment and biodiversity 5 Waste and recycling

15 Footpaths and cycleways 6 Water supply

17 Flood plain and coastline management (including erosion and sea level rise) 7 Sporting facilities

STRENGTHSTO MAINTAIN

19 Maintenance of public toilets 8 Parks, reserves and playgrounds

20 Economic development (programs and strategies to support business investment and growth) 10 Cleanliness of streets

23 Maintenance of unsealed roads

22 Maintenance of sealed roads

SECONDORDERISSUES

13 Enforcement of regulations by rangers (e.g. dogs and parking) 1 Libraries

14 Online services such as the website 4 Lifeguards

OPPORTUNITIES

16 Council Pools 9 Cultural facilities (Grafton Regional Art Gallery and support to museum)

18 Tourism marketing 3 Support for sport and cultural events (e.g. Bridge to Bridge Ski Race, Jacaranda Festival, Maclea

21 Development application processing

Figure 10 (next page) has the results of the question asking respondents to choose the three highest priorities for Council, out of the facilities and services they had considered of Critical importance at Q12 (which excluded the four facilities and services at Q13 i.e. sealed roads, waste and recycling, water supply and sewerage as they were otherwise likely to dominate)

Maintenance of unsealed roads was the highest response in 2022, as it was in 2020, though with a large leap in responses (this may be due to the road damage incurred by the extraordinarily wet weather throughout southeast Australia in early 2022)

The largest increase in absolute terms as well as compared to its 2020 result was for Flood plain and coastline management (including erosion and sea level rise).

Wave on wave trends were shown in:

• Increases for Maintenance of unsealed roads; Flood plain and coastline management; Maintenance of bridges; Parks, reserves and playgrounds; Development application processing; Maintenance of public toilets; Cleanliness of streets; Cultural facilities (Grafton Regional Art Gallery and support to museum).

• Decreases for Protection of the natural environment; Lifeguards; Libraries; Tourism marketing; Enforcement of regulations by ranger.

Tourism marketing and Enforcement of regulations by rangers were one third of their 2020 responses in 2022.

Figure

3. SURVEY FINDINGS

3.4. CUSTOMER SERVICES

This section of the report covers Clarence Valley Council’s customer services. It includes recent contact with Council, the number of times contacted Council, issue contacted Council regarding, number of contacts about that issue, if not resolved then why, method of contact, satisfaction with the handling of their inquiry, and preferred method of contact for a range of issues

Recent contact with Council

Fifty seven percent of residents surveyed contacted Council in the past 12 months in 2022, up significantly (+14%) from 2020 (see Figure 11 below). This is likely to be a result of increased requests or assistance sought due to COVID and more recently storms and flooding.

Figure 11 Recent Contact with Council

FINDINGS

Number

3. SURVEY FINDINGS

Resolving the issue of most recent contact to Council

Figure 14 Number of Contacts Required to Resolve their Most Recent Inquiry

Figure 15 Why Issue has Not Yet Been Resolved

3. SURVEY FINDINGS

Method of contact

As shown in Figure 16 below, first making contact with Council Face-to-face was less than half in 2022 of what it was in 2018 (This may be COVID-related) But the proportion being reported by phone continues to increase survey-to-survey.

Figure 16 Method of Contact

Satisfaction with Council handling of latest inquiry

As shown in Figure 17 below, the proportion of residents saying their issue was handled well (i.e. score of 4 or 5) dropped from 43 to 39%. This was particularly due to a significant fall in the number of those saying the issue has been handled “very well” down from 29 to 18%.

While the proportion saying their query has been handled poorly (score of 1 or 2) stayed unchanged at 43%, again there was a marked shift from “quite” to “very” poorly suggesting a polarisation of views on service performance.

There is also a strong (and logical) correlation between the number of times taken to resolve an issue, and overall satisfaction with Council. Of those inquiries requiring just one point of contact, 38% were satisfied with Council performance - against 25% dissatisfied. However for those requiring three or more contacts to resolve, this flipped entirely to 48% dissatisfied with overall Council performance vs. just 18% satisfied.

As with most other Councils, this highlights the critical relationship between customer service and overall satisfaction.

3. SURVEY FINDINGS

Figure 17 Satisfaction with How Well Council Handled your Inquiry

Q23 How would you rate your satisfaction with the way Council handled that latest inquiry?

Base: Respondents who contacted Council in the past 12 months (n=550)

Satisfaction with the way Council handled latest inquiry declined from mean scores at or above 3.0 achieved in previous surveys (see Figure 18 below) to 2.8 out of five in 2022.

Figure 18 Satisfaction with How Well Council Handled your Inquiry (mean scores)

Q23. How would you rate your satisfaction with the way Council handled that latest inquiry?

Base: Respondents who contacted Council in the past 12 months (n=550)

Method of contacting Council by inquiry type

The proportion of residents surveyed who preferred to make a payment Face to face was nearly half in 2022 of what it was in 2018 (see Figure 19 below). Significantly less preferred Phone in 2022 than in 2020. Those aged 60+ remained the most likely to want to interact face to face. Meanwhile online contact continues to grow in popularity for payments (from 54% in 2018 to 62% now.)

Figure 19 Method Prefer Making a Payment

3. SURVEY FINDINGS

Significantly fewer residents surveyed in 2022 preferred finding out about emergency planning Faceto face compared to 2020, and significantly more preferred Social media in 2022 compared to 2020 (see Figure 21 below).

Figure 21 Method Prefer Finding Out about Emergency Planning and Recovery Activities

(n=1202) As shown in Figure 22 below, in 2022 39% of residents surveyed preferred providing feedback Online or CVC website, compared to 33% in both 2018 and 2020. Significantly more female residents surveyed in 2022 preferred Social media.

Figure 23 Method Prefer General Requests for Information

Figure 24 Method Prefer Finding out about Council Policies or Activities

3. SURVEY FINDINGS

The proportion of residents surveyed who preferred to find out about local activities and events via Social media (Facebook, etc) was more than double that in 2020. The proportion in 2022 who preferred Face to face was a third of that in 2018 and 2020 (see Figure 25 next page).

Significantly more residents surveyed in 2022 aged 18 39 preferred Social media. Significantly more aged 60+ preferred Face to face and Other media (TV, radio, newspapers). Significantly more males preferred a Letter. Significantly more residents surveyed in rural areas preferred Online or CVC website.

Figure 25 Method Prefer Finding out about Local Activities and Events

Base: All respondents 2018/2022 (n=1202)

Significantly less residents surveyed preferred Other media (TV, radio, newspapers) to find out about local flooding, road closures, etc in 2022 than in 2020 (see Figure 26 below). Significantly more residents surveyed in 2022 aged 18 39 preferred Social media. Significantly more aged 60+ preferred Other media (TV, radio, newspapers).

Method Prefer Finding out about Local Flooding, Road Closures, etc

3. SURVEY

FINDINGS

Finding out about local flooding, road closures, etc Online or CVC website

Social media Other media (TV, radio, newspapers)

3.5. COUNCIL WEBSITE

The proportion of residents surveyed who had accessed the Council website over the past six months was significantly higher in 2022 than in 2020 (see Figure 27 below) Those aged 60+ were the least likely to have accessed the website (see Appendix 3).

3. SURVEY FINDINGS

As shown in Figure 28 below, the proportion of residents surveyed who gave Council’s website Usefulness of content a score of “5 Excellent” in 2022 was less than half of the proportion in 2020. In 2022, female residents surveyed had a mean score significantly higher than males (see Appendix 3)

Figure 28 Rate Council’s Website for Usefulness of Content

Base:

of

3.6. IMPROVEMENTS TO THE REGION

Respondents were asked, in an unprompted question, what they had seen elsewhere that they thought would work well in the Clarence Valley. Responses have been coded to identify key themes. As shown in Figure 30 below, the proportion of residents survey who said More use of the river in 2022 was less than third who said it in 2020, and Better roads was mentioned in 2022 by almost twice as many as in 2020. Full verbatims will be provided to Council in a separate MS Excel file.

Figure 30 Improvements to the Region

4. APPENDIX 1: QUESTIONNAIRE

4. APPENDIX 1: QUESTIONNAIRE

Q1. Good afternoon/evening, my name is (name) and I am calling from Taverner Research on behalf of Clarence Valley Council. Council has commissioned us to conduct a short telephone survey to help them understand residents' priorities and satisfaction with a number of Council services.

The survey takes around 12 minutes, all information you provide would be confidential, and we are not trying to sell anything. Would you be willing to assist us by completing a brief survey for Council this afternoon/evening?

Offer a CALL BACK if inconvenient time. If still NO, ask if there is any other adult's home who may be willing to do the survey. If they wish to check validity of poll, ask them to call at Council on 6643 0200 in business hours

Yes 1 No 2 Q1

Answer If Attribute "No" from Q1 is SELECTED

Q2. Thank you for your time.

End

Q3. Before we commence I just have a few quick qualifying questions. Firstly can you confirm that you live in the Clarence Valley local government area?

If unsure ask which is their local Council.

Yes 1 No 2 Q3

Answer If Attribute "No" from Q3 is SELECTED

4. APPENDIX 1: QUESTIONNAIRE

Q4. I'm sorry but you have to be living in the Clarence Valley LGA to participate in this survey. Thank you for your time.

End Q5. Are you currently a Clarence Valley Councillor or employed by Clarence Valley Council?

Yes 1 No 2 Q5

Answer If Attribute "Yes" from Q5 is SELECTED

Q6. I'm sorry, but Councillors and Council staff do not qualify to participate in this survey. Thank you for your time.

End Q7. Would your age be between?

PROMPTED. Researchers note respondents must be 18 or over to participate. If under 18, ask if there an adult available to speak with. 18 39 1 40 59 2

Q30. Do you identify as…?

PROMPTED Male 1 Female 2 Non binary 3 Other 4 Q30

Q8. How long have you lived in the Clarence Valley LGA? DO NOT AID Less than 1 year 1 1 5 years 2 6 10 years 3 Q8 More than 10 years 4

Q9. Which residential suburb or town do you live in or nearest to? Grafton 1 South Grafton 8 Maclean 2 Yamba 3 Iluka 4 Coutts Crossing 5 Q9 Ulmarra 6

Glenreagh 7 Copmanhurst 9 Wooli/Minnie Waters 10 Lawrence 11 NONE of these (terminate)

Q10. May I have your first name for the survey? Q10

Q11. To get us underway can you please rate your satisfaction with the following Council facilities or services, we'll use a scale of 1 5, where 1 means you think it is very poor, and 5 means you think it is excellent. We only want you to rate the services you use, so if not just say “not applicable”. Now [Q10], there are many services to rate can you please only answer with a number from 1 5, as we can't record any comments here. So first we have:

PROMPTED 1 to 5 answers only 1 Very poor 2 3 4 5 Very good 66 NA Flood plain and coastline management (including erosion and sea level rise) 1 2 3 4 5 6 Q11_1

Protection of the natural environment and biodiversity 1 2 3 4 5 6 Q11_2

4. APPENDIX 1: QUESTIONNAIRE

Parks, reserves and playgrounds

1 2 3 4 5 6 Q11_8

Tourism marketing 1 2 3 4 5 6 Q11_9

Lifeguards 1 2 3 4 5 6 Q11_1 0

Cultural facilities (Grafton Regional Art Gallery and support to museum) 1 2 3 4 5 6 Q11_1 1

Economic development (programs and strategies to support business investment and growth)

1 2 3 4 5 6 Q11_1 2

Enforcement of regulations by rangers (e.g. dogs and parking) 1 2 3 4 5 6 Q11_1 3

Council Pools 1 2 3 4 5 6 Q11_1 4

Development application processing 1 2 3 4 5 6 Q11_1 5

Sporting facilities 1 2 3 4 5 6 Q11_1 6

Online services such as the website 1 2 3 4 5 6 Q11_1 7

Water supply 1 2 3 4 5 6 Q11_1 8

Maintenance of sealed roads 1 2 3 4 5 6 Q11_1 9

Maintenance of unsealed roads 1 2 3 4 5 6 Q11_2 0

Waste and recycling 1 2 3 4 5 6 Q11_2 1

Sewerage

Support for sport and cultural events (e.g. Bridge to Bridge Ski Race, Jacaranda Festival, Maclean Highland Gathering)

1 2 3 4 5 6 Q11_2 2

1 2 3 4 5 6 Q11_2 3

4. APPENDIX 1: QUESTIONNAIRE

Q12. Thanks very much [Q10]. I'm now going to go back through the list, and ask you how IMPORTANT those facilities or services are to you or other members of your immediate household. Again we'll use a 5 point scale, where 1 is unimportant, 2 is important, 4 is very important and 5 is critical.

PROMPTED 1 to 5 answers only

1 Unimpo rtant

2 3 4 Very importa nt

5 Critical

Flood plain and coastline management (including erosion and sea level rise) 1 2 3 4 5 Q12_1

Protection of the natural environment and biodiversity 1 2 3 4 5 Q12_2

Cleanliness of streets 1 2 3 4 5 Q12_3

Maintenance of bridges 1 2 3 4 5 Q12_4

Maintenance of public toilets 1 2 3 4 5 Q12_5

Footpaths and cycleways 1 2 3 4 5 Q12_6

Libraries 1 2 3 4 5 Q12_7

Parks, reserves and playgrounds 1 2 3 4 5 Q12_8

Tourism marketing 1 2 3 4 5 Q12_9

Lifeguards 1 2 3 4 5 Q12_1 0

Cultural facilities (Grafton Regional Art Gallery and support to museum) 1 2 3 4 5 Q12_1 1

Economic development (programs and strategies to support business investment and growth)

1 2 3 4 5 Q12_1 2

4. APPENDIX 1: QUESTIONNAIRE

Q15. Could you briefly explain why you gave that score?

PROBE for an answer

*Q16. You rated the following services as being of critical importance. Once I read the list back to you, could you tell me which you see as being the 3 most important uses of council resources?

Excludes sealed road maintenance, water supply, sewerage and waste/Recycling.If asked why these weren't read out, SAY........ We know from previous surveys that these are always critical and would like to see what else is important.

Answer If Attribute "Flood plain and coastline management (including erosion and sea level rise)" from Q12 is 5 Critical

Flood plain and coastline management (including erosion and sea level rise) 6 Q16_1

Answer If Attribute "Protection of the natural environment and biodiversity" from Q12 is 5 Critical

Protection of the natural environment and biodiversity 8 Q16_2

Answer If Attribute "Cleanliness of streets" from Q12 is 5 Critical

Cleanliness of streets 9 Q16_3

Answer If Attribute "Maintenance of bridges" from Q12 is 5 Critical

Maintenance of bridges 10 Q16_4

Answer If Attribute "Maintenance of public toilets" from Q12 is 5 Critical

Maintenance of public toilets 11

Answer If Attribute "Footpaths and cycleways" from Q12 is 5 Critical

Q16_5

Footpaths and cycleways 12 Q16_6

Answer If Attribute "Libraries" from Q12 is 5 Critical

4. APPENDIX 1: QUESTIONNAIRE

Libraries 13 Q16_7

Answer If Attribute "Parks, reserves and playgrounds" from Q12 is 5 Critical

Parks, reserves and playgrounds 14 Q16_8

Answer If Attribute "Tourism marketing" from Q12 is 5 Critical

Tourism marketing 15 Q16_9

Answer If Attribute "Lifeguards" from Q12 is 5 Critical

Lifeguards 16 Q16_1 0

Answer If Attribute "Cultural facilities (Grafton Regional Art Gallery and support to museum)" from Q12 is 5 Critical

Cultural facilities (Grafton Regional Art Gallery and support to museum) 17 Q16_1 1

Answer If Attribute "Economic development (programs and strategies to support business investment and growth)" from Q12 is 5 Critical

Economic development (programs and strategies to support business investment and growth)

18 Q16_1 2

Answer If Attribute "Enforcement of regulations by rangers (e.g. dogs and parking)" from Q12 is 5 Critical

Enforcement of regulations by rangers (e.g. dogs and parking) 20 Q16_1 3

Answer If Attribute "Council Pools" from Q12 is 5 Critical

Council Pools 21 Q16_1 4

Answer If Attribute "Development application processing" from Q12 is 5 Critical

Development application processing 22 Q16_1 5

Answer If Attribute "Sporting facilities" from Q12 is 5 Critical

Sporting facilities 23 Q16_1 6

4. APPENDIX 1: QUESTIONNAIRE

Answer If Attribute "Online services such as the website" from Q12 is 5 Critical

Online services such as the website 24 Q16_1 7

Answer If Attribute "Maintenance of unsealed roads" from Q12 is 5 Critical

Maintenance of unsealed roads 28 Q16_1 8

Answer If Attribute "Support for sport and cultural events (e.g. Bridge to Bridge Ski Race, Jacaranda Festival, Maclean Highland Gathering)" from Q12 is 5 Critical

Support for sport and cultural events (e.g. Bridge to Bridge Ski Race, Jacaranda Festival, Maclean Highland Gathering)

31 Q16_1 9

Q17. Now [Q10], have you contacted Council within the past 12 months, other than to make a payment?

UNPROMPTED

Yes 1 No 2 Go to Q24 Q17

Unsure 666 Go to Q24

Q18. Could you please tell me approximately how many times you have contacted Council during this time?

UNPROMPTED

Once 1 Twice 2 Three times 3 Q18

4. APPENDIX 1: QUESTIONNAIRE

Four or more times 4 Unsure 666

Q19. Thinking about your most recent inquiry, what was that contact regarding?

UNPROMPTED

Garbage/Waste management/Recycling/Tips 1

Development application (DA) 2

Building inspection inquiries 3

Rates inquiry 4

Water billing 5

Water, sewage 6 Septic tanks 7

Drainage problem 8

Community services (availability of facilities, grants for projects, community events, aged and disabled services etc.)

9

Ranger matters barking dogs, livestock, etc. 10 Q19

Vegetation and trees e.g. requesting council to clear vegetation or mow grass 11

Other parks and gardens 12 Road and footpath improvements 13

Library 14

Cultural facilities 15

Cultural or sporting events 16

Traffic management/parking 17

4. APPENDIX 1: QUESTIONNAIRE

Road or bridge closures 18

Can't recall 19

OTHER

Q20. And regarding that matter, how many times did you need to contact Council to have your issue resolved?

UNPROMPTED

One 1 Two 2 Three 3 Four or more 4 Q20

Not yet resolved 5

Unsure 666

Q21. Can you briefly explain why you don't believe the issue has been resolved?

Answer If Attribute "Not yet resolved" from Q20 is SELECTED

UNPROMPTED

Issue still ongoing 1

Council didn't respond 2 Q21

Issue not resolved in respondent's favour 3

OTHER

Q22. Thinking again about that experience, how did you first make contact with Council? UNPROMPTED Telephone 1 Face to face 2 Letter or fax 3 Q22 Email or website 4 Unsure 5

Q23. And how would you rate your satisfaction with the way Council handled that latest inquiry, on a scale of 1 5, where 1 means you think it was handled very poorly and 5 means you think it was handled very well?

Q24. [Q10], have you accessed the Council website over the past six months? UNPROMPTED Yes 1 No 2

Q25. Using a 1-5 scale where 1 is very poor and 5 is excellent, how would you rate Council's website on the following two factors?

Answer If Attribute "Yes" from Q24 is SELECTED

PROMPTED- read out options 1 Very poor 2 3 Neutral 4 5 Excelle nt

Ease of navigation 1 2 3 4 5 Q25_1 Usefulness of content 1 2 3 4 5 Q25_2

Q26. In your dealings with Council, what method would you prefer to conduct or find out about the following?

UNPROMPTED. Fac e to fac e

Pho ne Onli ne or CH CC web site

Em ail Lett er Soc ial me dia (fac ebo ok etc)

Oth er me dia (TV , radi o, new spa per s)

Oth er Uns ure Making a payment

4. APPENDIX 1: QUESTIONNAIRE

Providing feedback on important or topical issues 1 2 3 4 5 6 8 999 666 Q26_4

General requests for information 1 2 3 4 5 6 8 999 666 Q26_5

Finding out about Council policies or activities 1 2 3 4 5 6 8 999 666 Q26_6

Finding out about local activities and events 1 2 3 4 5 6 8 999 666 Q26_7

Finding out about local flooding, road closures etc. 1 2 3 4 5 6 8 999 666 Q26_8

Q27. And just a couple of other things before we finish. Firstly [Q10], have you seen anything when travelling to other places that you think would work well in the Clarence Valley, or add to the quality of life in your region?

Q31. And finally a couple of demographic questions. Firstly, are you a ratepayer?

UNPROMPTED. Means ratepayer within Clarence Valley LGA only.

Yes 1 No 2 Q31

4. APPENDIX 1: QUESTIONNAIRE

Q32. And do you live in an urban or rural setting?

Urban is town. Rural is on a property

Urban 1 Rural 2 Q32

Mixed/unsure 3

Q33. Just before we finish, Clarence Valley Council is looking to establish a randomly selected online research panel of local residents. This is being established to provide a quick and easy way for locals such as yourself to provide feedback to Council on issues of community importance from time to time. Is this something that might interest you?

May have already joined the online panel

Yes 1 No 555 Go to Q36 Q33

Q34. That's great. If I could just get your surname email address, Council will be in touch shortly with further details.

Read back email address carefully. If respondent is concerned, assure them that their contact details will be supplied only to Council, who will not share them with anyone else. And their survey responses will be separated from their contact details to protect the anonymity of their answers.

Surname 1

Email address 2

Q35. Thank and end survey.

5. APPENDIX 2:

PROFILE AND WEIGHTING

5. APPENDIX 2: RESPONDENT PROFILE AND WEIGHTING

5. APPENDIX 2: RESPONDENT PROFILE AND WEIGHTING

6. APPENDIX 3: 2022 SUBGROUP TABLES

Q7Andwouldyouragebebetween?byBANNER

Total Age Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female

Column%

Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure 18-39 11% 100% 0% 0% 13% 10% 14% 8% 10% 0% 10% 13% 9% 40-59 24% 0% 100% 0% 22% 26% 27% 20% 22% 23% 21% 27% 34% 60+ 65% 0% 0% 100% 66% 64% 59% 71% 68% 77% 69% 60% 56% Prefernottosay(DON'TREADOUT) 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% Prefernottosay(DON'TOFFER) 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Q8HowlonghaveyoulivedintheClarenceValleyLGA?byBANNER

Column%

Total Age

Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

Lessthan1year 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 1-5years 6% 11% 3% 3% 8% 4% 4% 6% 15% 0% 5% 9% 3% 6-10years 14% 15% 16% 12% 16% 13% 15% 13% 17% 5% 14% 12% 26% Morethan10years 79% 73% 81% 85% 76% 83% 81% 81% 68% 95% 81% 79% 71%

Q9Whichresidentialsuburbortowndoyouliveinornearestto?byBANNER

Total Age Gender Region*3 Liveinanurbanorruralsetting? Column%

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

Grafton 38% 43% 40% 31% 42% 34% 67% 0% 0% 0% 46% 29% 28% SouthGrafton 15% 15% 17% 13% 11% 19% 27% 0% 0% 0% 20% 10% 12% Maclean 16% 13% 15% 19% 14% 17% 0% 59% 0% 0% 11% 20% 24% Yamba 11% 9% 9% 14% 12% 10% 0% 41% 0% 0% 17% 4% 3%

Iluka 2% 0% 3% 4% 3% 2% 0% 0% 0% 100% 2% 3% 3% CouttsCrossing 4% 0% 5% 7% 4% 4% 0% 0% 26% 0% 1% 8% 5%

Ulmarra 3% 7% 0% 2% 5% 2% 0% 0% 22% 0% 1% 8% 0%

Glenreagh 3% 7% 0% 2% 4% 3% 6% 0% 0% 0% 0% 6% 12%

Copmanhurst 2% 2% 2% 3% 2% 3% 0% 0% 17% 0% 0% 6% 0%

Wooli/MinnieWaters 1% 0% 2% 1% 1% 1% 0% 0% 6% 0% 1% 0% 4%

Lawrence 4% 4% 6% 3% 4% 5% 0% 0% 29% 0% 1% 7% 8%

Noneofthese 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Woombah 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Other(Specify) 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

TABLES

Total Age Gender Region*3 Liveinanurbanorruralsetting?

Protectionofthenaturalenvironmentandbiodiversity 3.12        3.27        3.11        2.97        3.10        3.14        3.30        2.94        2.87        2.64        3.22        3.07        2.70

Cleanlinessofstreets

publictoilets

marketing

Culturalfacilities(GraftonRegionalArtGalleryandsupporttomuseum) 3.35        3.24        3.25        3.54        3.36        3.34        3.32        3.52        3.19        2.79        3.28        3.34        3.92

Economicdevelopment(programsandstrategiestosupportbusinessinvestmentandgrowth) 2.43        2.37        2.29        2.62        2.31        2.55        2.42        2.46        2.44        2.18        2.48        2.41        2.10

Enforcementofregulationsbyrangers(e.g.dogsandparking) 3.02        3.00        3.21        2.89        2.84        3.21        3.04        2.99        3.08        2.44        2.95        3.17        2.66

CouncilPools 2.79        2.74        2.66        2.98        2.93        2.67        2.62        3.33        2.46        3.69        2.72        2.87        2.93

Developmentapplicationprocessing 1.89        1.77        1.80        2.12        1.84        1.97        1.90        1.92        1.79        1.86        2.01        1.84        1.52

Sportingfacilities 3.58        3.55        3.40        3.76        3.64        3.51        3.70        3.39        3.42        3.40        3.68        3.44        3.54

Onlineservicessuchasthewebsite 3.01        2.86        3.18        3.05        2.75        3.26        2.99        3.14        2.90        2.96        3.12        3.00        2.48        Watersupply 3.58        3.22        3.90        3.77        3.65        3.51        3.58        3.60        3.57        3.50        3.72        3.39        3.39

Maintenanceofsealedroads

1.85        1.67        1.98        1.94        1.88        1.81        1.97        1.84        1.41↓ 1.61        2.05        1.62        1.58

Maintenanceofunsealedroads 1.80        1.75        1.91        1.78        1.88        1.72        1.83        1.90        1.60        1.48        1.97        1.63        1.70

Wasteandrecycling 3.67        3.58        3.64        3.80        3.70        3.64        3.73        3.65        3.47        3.65        3.76        3.50        3.90        Sewerage 4.04        4.18        3.98        3.92        3.98        4.10        4.01        4.15        3.94        4.12        4.09        3.85        4.15        Supportforsportandculturalevents(e.g.BridgetoBridgeSkiRace,JacarandaFestival,Maclea 3.69        3.71        3.56        3.76        3.55        3.82        3.63        3.89        3.52        3.66        3.82        3.66        2.89

Q12+13MeansbyBANNER 18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

Total Age Gender Region*3 Liveinanurbanorruralsetting? Average

Floodplainandcoastlinemanagement(includingerosionandsealevelrise) 4.11 4.13 4.19 4.02 4.07 4.15 3.97 4.23 4.35 4.55 4.14 4.18 3.59 Protectionofthenaturalenvironmentandbiodiversity 3.91 3.74 4.13 3.94 3.61 4.22 3.89 3.99 3.86 4.07 4.02 3.78 3.86

Cleanlinessofstreets 4.01 4.01 4.01 4.02 3.89 4.14 4.04 4.10 3.75 4.25 4.17 3.82 3.99

Maintenanceofbridges 4.23 4.27 4.28 4.15 4.21 4.25 4.20 4.29 4.20 4.43 4.15 4.30 4.42

Maintenanceofpublictoilets 3.82 3.84 3.76 3.84 3.73 3.91 3.73 4.01 3.75 4.15 3.88 3.72 3.97

Footpathsandcycleways 3.83 3.69 3.88 3.95 3.70 3.96 3.85 3.92 3.59 3.85 4.04 3.50 4.08

Libraries 3.23 2.99 3.11 3.60 3.00 3.45 3.19 3.24 3.33 3.32 3.36 3.10 3.00

Parks,reservesandplaygrounds 4.03 4.26 3.91 3.87 3.88 4.18 4.09 4.03 3.87 3.74 4.14 3.89 4.07

Tourismmarketing

Lifeguards

Culturalfacilities(GraftonRegionalArtGalleryandsupporttomuseum)

Economicdevelopment(programsandstrategiestosupportbusinessinvestmentandgrowth)

Enforcementofregulationsbyrangers(e.g.dogsandparking)

CouncilPools

3.01 2.51 3.31 3.34 3.02 3.00 3.08 2.90 2.92 3.21 3.06 2.96 2.94

3.51 3.36 3.70 3.52 3.39 3.62 3.28 4.07 3.30 3.98 3.61 3.42 3.31

3.16 2.90 3.33 3.32 2.85 3.46 3.14 3.26 3.07 3.01 3.33 2.88 3.39

3.77 3.63 4.02 3.73 3.85 3.68 3.79 3.72 3.78 3.60 3.80 3.75 3.69

3.23 3.05 3.08 3.55 3.19 3.26 3.16 3.31 3.18 4.29 3.34 3.02 3.52

3.53 3.49 3.75 3.40 3.46 3.60 3.47 3.59 3.63 3.66 3.54 3.42 3.92

Developmentapplicationprocessing 3.54 3.53 3.63 3.48 3.60 3.48 3.50 3.64 3.46 3.76 3.33 3.81 3.57

Sportingfacilities 3.89 4.18 3.80 3.62 3.86 3.91 3.93 3.95 3.61 3.86 3.95 3.74 4.20

Onlineservicessuchasthewebsite 3.28 3.31 3.44 3.12 3.23 3.33 3.28 3.43 3.04 2.99 3.30 3.25 3.25

Maintenanceofunsealedroads 4.21 4.44 4.29 3.89 4.10 4.32 4.11 4.34 4.37 4.18 3.99 4.45 4.43

Supportforsportandculturalevents(e.g.BridgetoBridgeSkiRace,JacarandaFestival,Maclea 3.64 3.73 3.66 3.53 3.46 3.83 3.72 3.69 3.29 3.49 3.83 3.33 3.97

Maintenanceofsealedroads 4.66 4.67 4.75 4.59 4.66 4.67 4.66 4.69 4.63 4.68 4.62 4.69 4.77

Watersupply 4.47 4.44 4.61 4.41 4.41 4.54 4.41 4.61 4.41 4.78 4.73 4.05 4.89

Sewerage 3.97 3.71 4.22 4.07 3.99 3.95 4.11 4.12 3.13 4.23 4.61 3.10 4.10

Wasteandrecycling 4.39 4.44 4.33 4.38 4.36 4.43 4.37 4.55 4.20 4.50 4.48 4.26 4.47

Q14Pleaserateyoursatisfaction

with

Age Gender Region*3 Liveinanurbanorruralsetting?

Column% Total Q16YouratedthefollowingservicesasbeingofcriticalimportancebyBANNER 18-39 40-59 60+ Male Female

ofstreets 11%        14%        7%

18%        16%        18%        20%        21%        15%        17%        14%        30%        7%        15%        20%        25%

12%        15%        10%        10%        7%        17%        10%        14%        12%

16%        13%

Economicdevelopment(programsandstrategiesto 12%        12%        15%        11%        19%↑ 5%↓ 14%        10%        10%        22%        13%        10%        16%

Enforcementofregulationsbyrangers(e.g.dogs 2%        0%        2%        5%        2%        3%        2%        3%        2%        17%↑ 2%        2%        1%

CouncilPools 10%        9%        16%        5%        5%        14%        14%        2%        9%        7%        12%        6%        14%

2%        3%        3%        2%        3%        3%        1%        3%        0%        2%        3%        0%        Maintenanceofunsealedroads 40%        46%        39%

33%        34%        45%        40%        37%        40%        60%        32%        49%        40%        Supportforsportandculturalevents(e.g.Bridg 5%        7%        3%        5%        5%        4%        5%        7%        2%        0%        6%        4%        3%        Age Gender Region*3 Liveinanurbanorruralsetting? Column% Total Q17HaveyoucontactedCouncilwithinthepast12months,OTHERthantomakeapayment?byBANNER 18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure Yes 57% 62% 62% 48% 60% 55% 54% 62% 61% 72% 52% 65% 55% No 41% 33% 38% 51% 37% 44% 43% 38% 39% 28% 46% 33% 45% Unsure 2% 4% 0% 1% 2% 2% 3% 1% 0% 0% 2% 2% 0% 666 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% Age Gender Region*3 Liveinanurbanorruralsetting? Column% Total

6. APPENDIX 3: 2022 SUBGROUP TABLES

Q18CouldyoupleasetellmeapproximatelyhowmanytimesyouhavecontactedCouncilduringthistime?byBANNER

Age Gender Region*3 Liveinanurbanorruralsetting? Column% Total

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure Once 23% 25% 17% 25% 23% 23% 30% 14% 13% 17% 32% 15% 8% Twice 19% 21% 17% 19% 13% 26% 18% 21% 21% 24% 22% 18% 11% Threetimes 18% 21% 13% 18% 18% 18% 15% 19% 28% 0% 15% 24% 0% Fourormoretimes 39% 32% 49% 38% 45% 33% 35% 44% 38% 60% 30% 42% 74% Unsure 1% 0% 3% 0% 1% 1% 1% 1% 0% 0% 0% 1% 8% 666 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Q19Thinkingaboutyourmostrecentinquiry,whatwasthatcontactregarding?byBANNER

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

Garbage/Wastemanagement/Recycling/Tips 9% 14% 4% 5% 6% 12% 11% 4% 13% 0% 9% 9% 0% Developmentapplication(DA) 18% 25% 15% 9% 24% 11% 18% 21% 9% 22% 8% 22% 47%

Buildinginspectioninquiries 0% 0% 0% 1% 0% 0% 0% 0% 2% 0% 1% 0% 0% Ratesinquiry 5% 7% 3% 4% 4% 6% 2% 2% 22% 0% 2% 9% 0% Waterbilling 0% 0% 0% 1% 0% 0% 0% 1% 0% 0% 0% 1% 0%

Water,sewage 5% 7% 3% 4% 7% 3% 8% 2% 1% 15% 8% 3% 0% Septictanks 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% Drainageproblem 2% 0% 0% 6% 2% 1% 1% 2% 0% 17% 2% 0% 6%

Communityservices(availabilityoffacilities,grantsforprojects,communityevents,agedanddisabledservicesetc.) 0% 0% 0% 1% 0% 0% 0% 1% 0% 0% 1% 0% 0%

Rangermatters-barkingdogs,livestock,etc. 8% 7% 7% 9% 7% 8% 6% 13% 3% 7% 11% 6% 0%

Vegetationandtrees-e.g.requestingcounciltoclearvegetationormowgrass 7% 7% 7% 8% 7% 7% 7% 10% 4% 0% 14% 1% 3%

Otherparksandgardens 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Roadandfootpathimprovements 9% 7% 12% 10% 6% 13% 12% 8% 3% 0% 8% 12% 3%

Library 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Culturalfacilities 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Culturalorsportingevents 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Trafficmanagement/parking 2% 0% 5% 1% 2% 2% 3% 0% 2% 0% 3% 1% 0%

Roadorbridgeclosures 4% 0% 8% 4% 3% 4% 1% 4% 9% 22% 1% 6% 8% Can'trecall 1% 0% 4% 0% 2% 0% 2% 0% 0% 0% 1% 0% 8% Other(specify)

6. APPENDIX 3: 2022 SUBGROUP TABLES

Q21Canyoubrieflyexplainwhyyoudon'tbelievetheissuehasbeenresolved?byBANNER

Column%

Total Age

Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

Issuestillongoing 44% 44% 41% 47% 38% 51% 52% 48% 25% 24% 40% 47% 47% Councildidn'trespond 11% 0% 22% 12% 12% 9% 6% 7% 23% 31% 14% 8% 14% Issuenotresolvedinrespondent'sfavour 8% 12% 3% 9% 13% 4% 13% 5% 3% 13% 15% 5% 0% Other(specify) 36% 44% 34% 32% 37% 36% 30% 39% 48% 31% 31% 41% 39%

Q22Thinkingagainaboutthatexperience,howdidyoufirstmakecontactwithCouncil?byBANNER

Total Age

Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure Telephone 68% 75% 73% 53% 69% 68% 68% 70% 66% 69% 63% 72% 78% Face-to-face 13% 10% 7% 25% 10% 18% 7% 20% 22% 31% 13% 16% 3% Letterorfax 1% 0% 0% 3% 1% 1% 1% 0% 2% 0% 2% 0% 0% Emailorwebsite 17% 15% 20% 18% 21% 13% 24% 10% 11% 0% 21% 12% 20% Unsure 0% 0% 0% 1% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Column%

Q23AndhowwouldyourateyoursatisfactionwiththewayCouncilhandledthatlatestinquiry?byBANNER

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

34% 32% 31% 40% 34% 34% 33% 33% 33% 70% 34% 34% 37%

9% 7% 12% 10% 8% 10% 10% 8% 10% 7% 12% 7% 5%

6. APPENDIX 3: 2022 SUBGROUP TABLES

Q25Usinga1-5scalewhere1isverypoorand5isexcellent,howwouldyourateCouncil'swebsiteonthefollowingtwofactors2byBANNER

Total Age

Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure Easeofnavigation 3.1 3.1 3.1 3.0 2.7 3.4 3.2 3.2 2.6 2.3 3.2 3.0 2.9 Usefulnessofcontent 3.1 2.9 3.3 3.2 2.8 3.4 3.1 3.3 2.8 2.7 3.1 3.1 3.3

Average Q30GenderbyBANNER

Column%

Total Age Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure

Male 44% 49% 39% 44% 100% 0% 41% 46% 48% 46% 43% 44% 44% Female 56% 51% 61% 56% 0% 100% 59% 54% 52% 54% 57% 56% 56% Non-binary 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% Other 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% Prefernottosay(DON'TREADOUT) 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Q31Andfinallyacoupleofdemographicquestions.Firstly,areyouaratepayerwithintheClarenceValleyLGA?byBANNER

Total Age Gender Region*3 Liveinanurbanorruralsetting?

18-39 40-59 60+ Male Female Grafton/South Grafton Maclean/Yam ba Other Iluka Urban Rural Mixed/Unsure Yes 87% 82% 87% 93% 86% 88% 85% 88% 93% 87% 82% 92% 93% No 13% 18% 13% 7% 14% 12% 15% 12% 7% 13% 18% 8% 7%

Column%

Q32Anddoyouliveinanurbanorruralsetting?byBANNER

Column%

inanurbanorruralsetting?

Q33ClarenceValleyCouncilislookingtoestablisharandomlyselectedONLINEresearchpaneloflocalresidents.Interested?byBANNER

inanurbanorruralsetting? Column%