Community Questions about the Rebuild and Recover May 2013 by Rebuild Christchurch

COMMUNITY QUESTIONS ABOUT THE REBUILD AND RECOVERY

April 2013

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

CONTENTS

QUESTION

PAGE

1 What kind of information am I entitled to receive about my property?..................... 4 2 Once payment has been determined when can I expect to receive it?.......................7 3 Residential Rebuild Plans............................................................................................................... 9 4 Land Remediation............................................................................................................................10 5 Property repairs and maintenance............................................................................................. 11 6 A number of SCIRT-related questions have been received............................................. 12 7 IAG have confirmed that where a permanent S124 notice is present on a property, the claim will be deemed a total constructive loss. What are the positions of the other insurers on permanent S124 notices?.......................................... 13

8 Apportionment, joint reviews and communication............................................................14 9 If EQC and private insurer/s go to court regarding land remediation versus increased foundation costs, what is the financial and timing impact on the resident?.......................................................................................................................................16

10 Have the CCC responded to the communications audit provided by

Felicity Price?..................................................................................................................................... 17

How these questions have been developed and answered

The questions included in this booklet have been submitted by greater Christchurch residents and answered by different agencies involved in the rebuild and recovery. At the end of 2012, Canterbury Communities Earthquake Recovery Network pulled together a group of community members chosen for broad knowledge of residentsâ&#x20AC;&#x2122; issues, and began working with CERA to develop a more resident-led communications process. The overall aim of the process is to ensure that residentsâ&#x20AC;&#x2122; priority questions and concerns are addressed in a faster and more efficient way.

The process has been trialled over the past few months. As well as community leaders, a number of agencies have been involved including some insurers, government agencies (including the Ministry for Business, Innovation and Employment and EQC), and Councils.

Thank you to Helen Gatonyi, Bob Henderson, Carmel Jagger, Linda Rutland, Chris Greengrass, Nicki Goss, Brian Parker, Leanne Curtis and the participating agencies.

The process is still being trialled. More information about how the questions and responses process will work in the future will be available soon. In the meantime if you have a question you can submit it online at http:// www.cancern.org.nz/communityissues-and-questions/

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions

QUESTION 1 What kind of information am I entitled to receive about my property? • How do I get that information? • How long should it take? • Examples - scope of works, assessment documents

RESPONSES EQC advises: The Earthquake Commission is subject to the Official Information Act and the Privacy Act, so you can make requests for any official information under the provisions of these statutes, including: • Information held about you by EQC (Privacy Act) • Official Information relating to your specific claim or the issue(s) that relate to the settlement of your claim (OIA) • Information held about companies or bodies corporate by EQC (OIA) You can find out what’s in a claim file (http://www.eqc.govt.nz/ node/666), and get advice on making the most effective use of your request on our Make_an_OIA_ request page http://www.eqc.govt. nz/about-eqc/make-oia-request (the page also covers Privacy Act requests). Requests can be made by post, by email or through our online request form. The statutory timeframe for EQC to respond to these requests is 20 working days, however EQC is currently managing a large backlog

of claims and may under some circumstances make an extension of time on this timeframe. Requests for scopes of works with costs included are generally not able to be met by EQC where: • a settlement decision has not yet been made, or; • where property repairs are to be managed through the Canterbury Home Repair Programme (Fletcher EQR) This is to ensure that quotes for repair work are at fair market value, which is impossible to achieve where the contractor quoting for work already knows what EQC thinks it will cost to carry out. More information on requests for costed scopes of works is available: EQC cost estimates http://www.eqc.govt. nz/sites/public_files/documents/ confidentiality-cost-estimates. pdf. It’s important to remember that every EQC customer will get their full entitlement, regardless of whether they themselves know the value EQC has placed on their repairs. As a Crown entity, EQC is subject to the Official Information Act, so

all the forms of information listed in the table can be requested by the homeowner and/or the tenant. What information, if any, is withheld will depend on the individual circumstances (for e.g.: a tenant may not be given information that is considered private to the homeowner). EQC is experiencing long delays in processing OIA and Privacy Act requests, so we encourage customers to do two things to make requests for information easier and quicker for them and EQC: • Try asking for the information directly with our call centre or via email. We can provide a number of documents directly through this method • If you are making an OIA request, make it as clear and specific as possible. Broad requests in general take longer to process, and may include information that is of no use to the customer. To find out more, go to Make_an_ OIA_request http://www.eqc.govt. nz/about-eqc/make-oia-request.

CERA Disclaimer: The responses to questions that are included in this document/on this website page are the intellectual property of the organisations they are attributed to. The Canterbury Earthquake Recovery Authority disclaims and excludes all liability for any claim, loss, demand or damages of any

Southern Response advises: Customers have the right to request access to information held by Southern Response about them in accordance with the Privacy Act 1993. Following a request, a customer will be given all “personal” information we hold. This includes property and land reports, geotechnical and engineering reports, Detailed repair/ Rebuild Assessments (DRAs), trade summaries (a breakdown of major costs by trade) and correspondence (internal and external).

Vero advises: Vero customers have been assigned to specific claims handlers and we encourage contact with your claims

IAG advises: As an IAG customer you are entitled to all information held on your file. Examples include detailed assessment summaries and scopes of work. The time taken to prepare and share these with you will vary depending on what it is but generally scopes of work and

Lumley advises: Lumley Case Managers provide Scope of Works documents to all our customers once the decision of whether the home is a Repair or Rebuild has been finalised. The Case Manager will be able to answer specific questions about the property as they take the customer

Tower advises: You are entitled to information relating to your property, or personal information, and can make this request via your claims handler. Tower is able to provide you with all

Requests for information should be made in writing to:

working days and will complete the request within 20 working days.

The Privacy Officer Southern Response PO Box 9052 Tower Junction Christchurch 8149

Please see the information in the table below. Also, in respect of a house claim, the policyholder (customer) is the property owner – not the tenant. The tenant is not entitled to any of this information as the claim is personal to the property owner.

When making a request for information, if you only require specific information please advise us so we do not need to spend time compiling a whole file of information that you may not require. We will acknowledge a request for information under the Act within five

We are also subject to the Official Information Act and anyone could make a request for much wider information. We would then need to consider any request.

handler or broker/adviser first. Depending on a customer’s specific location and circumstances, the type of documentation and information

available will vary. Customers can expect to discuss their entitlements with their claims handler or broker/ adviser.

assessment summaries are available approximately four to six weeks from the date of assessment. All IAG customers have been informed of whether their home is economic to repair or needs to be rebuilt and have received a timeline for this to happen.

below. They should speak to their Claims Case Manager to access this information.

IAG customers are entitled to all the information indicated in the table

through these documents at the time of meeting, and discuss options available to them. Please also note that all Lumley Red Zone customers would have received copies of their Scope of Works and assessments when they received their Red Zone Pack and settlement offer from Lumley.

factual information we have on our file, we are unable to supply personal opinions on the claim or details of third parties (such as adjoining neighbours etc.). Only the policy holder or power

Only people listed on the policy are entitled to this information. If a policy holder wishes to nominate a tenant as a representative and give them authority to discuss the case, this will entitle them to the information on file.

As a Lumley policy holder, our customers are entitled to view documents regarding their Earthquake-damaged property under the Privacy Act. They would need to make an application via our Head Office to receive copies these.

of attorney is entitled to this information, unless TOWER receives written correspondence from the policy holder confirming we have their permission to release information to another party.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions What information about my claim/settlement am I entitled to and how do I access it? What information about my claim/settlement am I not entitled to? Information

Tower

IAG

Southern Response

Telephone/email exchanges/comments

Depends on Yes the content

Yes, entitled under the Privacy Act. Note: telephone calls are not recorded, but a case manager may have made notes about the call.

Assessments – house, land, out of scope

Yes

House and out of scope, yes, entitled under the Privacy Act. Southern Response does not insure, assess or have land information.

Scopes

Yes

Scope of work = the DRA Yes provided as entitled under the Privacy Act.

Recommendations – independent/expert reports

Yes

Yes, available to be supplied and entitled under the Privacy Act.

Costings

Yes

Total rebuild estimate or repair cost entitled under the Privacy Act. Additionally on request a trade summary can be prepared and provided.

Staff qualifications

Yes

No. However titles for staff assigned to each role are available. Each staff member is assessed by Arrow and Southern Response for their qualifications and experience for the role they are appointed to.

Results – drilling, apportionment % and dollar amounts per claim

Yes

Yes, entitled under the Privacy Act – NB if we have drilling information, this info, and then the analysis, may take many months to become available to Southern Response.

Communication sharing with CERA, EQC, Insurer, PMO

Depends on Yes the content

No. Only the information directly related and available on your claim file.

The status of Claim Settlement (next steps)

Yes

Yes, entitled under the Privacy Act.

Yes

What information can I provide about my claim / settlement that will be recognized as valid? Information

Tower

IAG

Southern Response

Photographic/video evidence

Yes

Yes, will be considered

Yes, may help support your claim and is recognized as a contribution to other assessment processes E.g. Our visual inspection and assessor experience with damage observation and identification.

Independent engineer/ designer/architect reports or valuations

Yes

Yes, but will require peer review

Yes, helps support your claim.

Builder inspection/ reports or valuations

Yes

Yes, but will require peer review

Yes, helps support your claim.

QUESTION 2 Once payment has been determined when can I expect to receive it? • • • •

The talking points being; Some people are receiving payment and some are not What is the process and where do I fit? Those overcap / <$15,000

RESPONSE EQC advises: Settling building claims for nonstructural damage (under $15,000) EQC is currently cash settling claims where there is minor damage, which then enables the customer to manage their own repairs. Customers can generally work out judging from the type of damage sustained from the earthquakes if it just cosmetic repairs and likely to be less than $15K to repair. The best way for customers to confirm if the likely repair costs are under $15,000 is to contact the EQC Call Centre. Once EQC has identified under $15,000 claims in a single queue EQC does call customers to advise their claim settlement and to confirm address details before the cheque is mailed out of their cash settlement. For stand-alone houses (i.e.: not units, or a set of flats), where there is no structural element to the work, claims worth less than $15,000 will be settled by the end of June. If Fletcher EQR has already begun work (for instance, they have done the scoping work), the claim will continue through managed repair. Determining claims that are over cap EQC is currently apportioning the

claims that are near or over cap as a priority, to determine who will be managing the repair (EQC or Private Insurer) Customers that are in this category would have received a letter just before Christmas advising them their claims are in the over $80,000 category, and the next step is to complete apportionment to determine ownership of repair. EQC will write to customers once the apportionment is complete, which will confirm whether they will: • have their repairs managed by EQC CHRP • receive a Cap payment from EQC, and have their repairs/rebuild managed by their Private Insurers Processing and, if applicable, cash settlement of these claims is expected to be completed by May 2013. Cash settlement What is the process and how long does that take on average before customers are paid out? Once EQC has determined that the total repair cost for all claims on a property is under $15,000, we complete the settlement process. This is then put forward for payment approval and then sent to Finance for payment.

EQC then makes a cash payment to the customer, or mortgagee if there is one, within about 10 days of approval. EQC is encouraging customers to provide a pre-printed copy of a bank deposit slip (to enable electronic payment when the claims are settled.) Otherwise a letter from the customers’ bank identifying their bank account number may be accepted. Customers may also email a copy of either of the above to ensure payments are made electronically. What other things are we are processing? EQC are working through processing all types claims – this includes Contents, Land, and Building claims. Priority is being given to any Vulnerable Customers, and Red Zone and TC3 building claims, and claims that are over $80,000. EQC were asked to define what they mean by the sentence, “Once we have all identified under $15,000 claims in a single queue EQC does call customers to advise …”. What do they mean by single queue? EQC advises that they are working through the identification of properties where the total assessed damage for all building claims is less than $15,000 + GST. These will be placed in a queue as part of their normal workflow management.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions

• EQC is currently cash settling properties where the total assessed damage for all building claims is less than $15,000 + GST, that don’t have structural damage and are not part of a multi-unit building. • They are on track to complete the cash settlement process by 30 June 2013, and are also working through settlement solutions for the properties with structural damage and multi-unit buildings. • In some instances EQC contact the Customer to clarify details during the processing of the claims, and all customers receive a claims settlement letter at the time of payment. Is the total repair cost and single queue the same thing? Total repair costs is the estimated cost of repair based on the assessed damage for a property.

EQC state that they write to customers once the apportionment is complete. Can they please advise when this policy/process began?

Units or sets of flats were not included in the original response from EQC. EQC was asked to provide clarification.

EQC advises that they have always sent a claims settlement advice letter where apportionment has determined the claim value exceeds the EQC Cap. In this instance EQC pays the Customer or Mortgagee the Cap payment and the repair/rebuild is then managed by the Private Insurer.

Units and sets of flats that share at least one common structural element such as a wall, garage, roof, foundation or cladding, make up a multi-unit building. EQC now assesses multi-unit buildings as a whole and as individual dwellings because the repair strategy for each property is likely to impact on the others.

For the last 6 months EQC advises that they have sent a letter to Customers where claims have been apportioned and determined to be under the EQC Cap. In this instance the letter confirms that the repairs will be undertaken by Fletcher EQR as part of our Canterbury Home Repair Programme.

QUESTION 3 Residential Rebuild Plans Please provide links for your residential build / progress / reinstatement strategy plan. Please include the TC1,2,3 and rural areas and the start and expected end timelines as well as information on the communication homeowners can expect about their place in the queue and when they can expect it. Please include any other important information about places in the queue i.e. – vulnerabilities, change of circumstances.

RESPONSES IAG advises: The IAG Rebuild & Repair Programme runs from Quarter One 2013 – Quarter Four 2014. All customers were contacted in December last year and advised whether their

EQC advises: Information is available on the EQC website at home repair timeframes

Southern Response advises: For information about the build programme http://www. southernresponse.co.nz/news/ build-programme/.

Tower advises: TOWER’s project management office, Stream Group, provide communication to individual claimants regarding timeframes for repairs, home owners are sent a ‘repair pack’ which outlines the steps involved with reinstatement. These steps include two site meetings, one to finalise the scope and repair methodology and the other shortly before reinstatement commences to finalise the tender cost. Properties which are economical to rebuild are currently being progressed as quickly as the homeowner is comfortable

home was economic to repair, or would require rebuilding. At this time they were also advised when this reinstatement would begin. Our programme is prioritized based on vulnerability factors, with those with uninhabitable homes first, followed

by the elderly, families with young children or medical or financial issues. If a household’s situation should change their first point-of-contact is their Claims Case Manager. We are working in all areas, including TC3.

http://www.eqc.govt.nz/ canterbury-earthquakes/homerepair-process/timeframes

For information about progress http://www.southernresponse. co.nz/progress/.

with as there is no backlog in this area. All claims are prioritized based on vulnerability and TOWER consider all of the following when determining which claims are urgent: Age, health problems/serious illness, extreme financial hardship, young children, habitability/temporary accommodation assistance. TOWER intend to have reinstatement work completed by the end of 2015, however, it is likely there will be some particularly complex claims which will not be able to be finalised by this date. TOWER has currently completed a reinstatement forecast to the end

of 2013, those in the first and second quarters will have already been advised by their project managers and those in the second half of the year will start to be notified shortly. TOWER are looking to prioritise reinstatement based on vulnerability and are currently reviewing all claims to determine their place in the queue, we will communicate this on an individual basis to property owners via their claims handler. TOWER is currently working on a set of FAQs for their website. This is not live yet.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions

QUESTION 4 Land Remediation Accepting that the majority of land settlements will be cash settlements: • If land has to be remediated prior to reinstatement of a house commencing, please answer the following: • Whose responsibility is it to decide on the methodology of remediation and/or foundation structure and/or strengthening if necessary? • Who pays for remediation? (For each methodology) • Who is responsible for managing the remediation? If there is an explanation of this process of decision making and responsibility please provide it.

RESPONSE A response to this question is being worked on and will be posted here soon http://cera.govt.nz/faq/communityissues-and-questions/question-4.

QUESTION 5 Property repairs and maintenance • When you know you are a repair what temporary earthquake related repairs can a property owner do whilst they are waiting for their full reinstatement? • When you know you are a repair what maintenance can a property owner do whilst they are waiting for their full reinstatement? • When you don’t know if you are a repair or a rebuild what would be the expected maintenance of the property waiting for full reinstatement and at whose cost? • If the property suffers consequential or incidental damage as a result of a lack of temporary or permanent repair, how will this impact on the insurance claim? E.g. mould, rot, water damage.

RESPONSES Southern Response advises:

assessed as an over cap repair.

• Before doing any temporary repairs, you should discuss this with EQC if your total repair cost is with EQC and assessed as an under cap repair or discuss with your insurer if your total repair cost is

• General maintenance can be done but for any significant building work, you should discuss with either EQC (if under cap) or your insurer (if over cap), before starting.

Tower advises:

maintenance which may impact earthquake repairs will need to be discussed with your claims handler first. • Everyday maintenance such as clearing drains and gutters and maintaining lawns and gardens (prevention of water ingress and fire risk). These would be at the property owners cost. TOWER request that you contact us to discuss any maintenance you wish

• Any repairs which are considered urgent and will mitigate further loss can be undertaken, e.g. temporary repair to a leaking roof. We request that you contact your claims handler before you start any repair work as TOWER may be able to undertake these temporary repairs for you. • Normal everyday maintenance such as clearing drains or gutters and maintaining lawns and gardens. Any

IAG advises: • Any temporary earthquake related repairs should be discussed with your Claims Case Manager before they are carried out. If the repairs are of a temporary nature to allow you to keep living in your house these may be funded from your alternative accommodation allowance. If they form part of the overall strategy they may be part of the final repair budget and

therefore covered. • Provided you have had a detailed assessment and all earthquake damage has been documented you may choose to undertake maintenance, however, this likely to be self-funded if it is outside of the repair process. Talk to your Claims Case Manager before undertaking any maintenance. • All IAG customers should now know whether they are a rebuild or

• As above. • This will depend on individual circumstances as to the extent of obvious damage that is allowing more consequential damage to occur. Usually, any consequential or incidental damage is covered as part of the insurance repair.

to undertake which may impact the repair strategy. • If the additional damage is as a result of unrepaired earthquake damage this will be included in the repair scope. In all cases TOWER require the insured to advise their claims handler as soon as additional damage is noticed so that we may have the opportunity to view and potentially undertake temporary repairs.

repair and when their reinstatement will take place. Talk to your Claims Case Manager before undertaking any maintenance. Generally, the maintenance of the property is at the homeowner’s discretion and cost. • Homeowners should take all practical steps to avoid further damage. When we undertake the repair and/ or rebuild process all damage will be taken into account.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions

QUESTION 6 A number of SCIRT-related questions have been received including: • What right of review do residents have if they do not wish to have pressurised sewerage systems imposed upon their neighbourhood? • What happens if a neighbourhood refuses to consent to such systems on their properties? • What right do neighbourhoods have to have decisions regarding the cost effectiveness of such systems throughout the life of the systems peer-reviewed?

RESPONSE Based on the solution suggested, the group has asked for a face to face meeting to discuss the many questions posed and how SCIRT’s

communications and engagement can ensure a dialogue and responses to these and other issues that may emerge. The proposed meeting

should include members from the community who are well informed about the concerns of the community.

SCIRT advises: SCIRT has agreed to meet.

QUESTION 7 IAG have confirmed that where a permanent S124 notice is present on a property, the claim will be deemed a total constructive loss. What are the positions of the other insurers on permanent S124 notices?

RESPONSES Southern Response advises: Southern Response confirms the same position as IAG.

Tower advises: TOWER is currently seeking advice for these properties.

IAG advises: IAG deems a home a â&#x20AC;&#x2DC;constructive total lossâ&#x20AC;&#x2122; IF it is a Port Hills Red Zone property with a Section 124 notice that unequivocally will not

be removed, meaning there is no available mitigation that would result in the removal of the Section 124 notice.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions

QUESTION 8 Apportionment, joint reviews and communication • As of 12 March 2013 how many claims are yet to be apportioned, before the May deadline? • As of 12 March 2013 how many claims are in or awaiting a joint review and is there a projected time frame for completion of all joint reviews? • There has been discussion about EQC handing over claims that are indicated at the $75 – $80k settlement. What is your organisation’s position with regard to the handing over/taking over a claim prior to EQC’s determination of reaching the $100k cap? • Whose responsibility is it to communicate the following progress to the property owner? 1. Apportionment complete 2. Joint review complete 3. Claim handed over/taken over by private insurer.

RESPONSES Southern Response advises: • Southern Response does not have this information – please refer to EQC. • This process is still being worked on with EQC. The criteria used by

Tower advises: • TOWER currently have 70 claims awaiting joint review. 50 of these claims are for multiple residence properties and we are unable to provide an estimated timeframe for when these reviews may be completed as a team dedicated to dealing with these claims on behalf

EQC advises: • There are approximately 5000 properties with claims near or over cap yet to be apportioned. EQC is still confident we should complete the Apportionment work for >$80,000 + GST claims by 31 May 2013, with Settlement/Payment to follow by 31 July 2013.

EQC are now much tighter than was publically discussed last year. EQC’s current criteria are: the property must be in TC3, must have foundation damage, and must have an EQC assessed repair cost of at least $83k plus GST.

• Communicating progress: - Apportionment complete - EQC - Joint review complete - EQC and insurer - Claim handed over/taken over by private insurer - EQC and insurer

of EQC is currently in the process of being established. The remaining 20 claims currently awaiting joint review should be complete within the next 12-16 weeks. • TOWER will only take over the management of claims once a single event has breached the EQC cap.

• Communicating progress: - Apportionment complete - EQC - Joint review complete - Your TOWER claims handler - Claim handed over/taken over by private insurer - EQC and TOWER

• Communicating progress: - EQC is committed to providing customers information about their claim status as soon as possible. Customers are always able to call into the Contact Centre on 0800 DAMAGE (0800 326 243) to find out where their claim is at or make an appointment to have a face to

face meeting with one of EQC’s Customer Service consultants. - Once a claim is processed through the various stages, customers usually receive a letter from EQC with a settlement outcome, which may include informing the Private Insurer about the overcap payments.

IAG advises: • The bulk of IAG’s claims have been apportioned. They are confident that those remaining will be resolved before the May deadline. • IAG currently have approximately 170 claims awaiting joint review. 50 of these are in process – appointments made or reviews undertaken. • IAG has agreed a process with EQC

regarding TC3 near cap claims. This process has resulted in the successful resolution of a number of near cap claims. • Communicating progress: - Apportionment complete - EQC should communicate this with the homeowner. - Joint review complete - IAG will communicate this with you. - Claim handed over/taken over by

private insurer - This depends on the process the claim has gone through to go over cap. If it is the result of a joint assessment or the IAG agreed TC3 process with EQC IAG will communicate this with the customer. If it is a new claim going over cap, or as a result of apportionment, EQC will communicate this.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Collated issues and solutions

QUESTION 9 If EQC and private insurer/s go to court regarding land remediation versus increased foundation costs, what is the financial and timing impact on the resident?

RESPONSES The group has requested a face-to-face meeting to discuss this issue/question.

Southern Response advises: Southern Response is not part of this process and cannot comment.

IAG advises: IAG advises that they are happy to meet with the group on this issue.

QUESTION 10 Have the CCC responded to the communications audit provided by Felicity Price? • As At 12 March 2013, what recommendations have been accepted and what specific actions have been taken for each of the recommendations? • What measurable outcomes have been developed, what progress has been made against those outcomes and who has it been reported back to? • Specifically: CERA, Community Boards, Elected Members, staff, the public?

RESPONSE Christchurch City Council advises: The Council made several resolutions in response to the recommendations in the communications audit. And so far the following have been carried out: • The Council set up new committees and gave Chairs responsibility to speak on issues relevant to their committee’s terms of reference. • Council and committee workshops are now open to the public. • Staff have prepared a draft engagement strategy which has been endorsed by the Communication Recreation and

Culture Committee and goes to the full Council for approval on 28th March. • Council have signed off a process to introduce web streaming council meetings and staff have gone out to tender for a provider. • A No Surprises Policy was adopted by Council and added as an appendix to the Charter. • The Communication, Recreation and Culture Committee set up a working party to review the current Communications Policy, Your Council Your Voice Resource and Civics Education resource - this working party has met three times.

• The Communication, Recreation and Culture Committee is setting up a working party to look at online communication tools. • Staff are rolling out customer service training to all staff and have ensured the training reflects the audit’s findings. • Staff are currently recruiting admin support for councillors. • Staff set up an Official Information request tracking process and now report monthly to councillors on this. • Staff have combined marketing communications plans and ensure they have measurable objectives.

kind whatsoever (including for negligence) arising out of or in connection with the use of this information, content or material on this page or on any website to which it is linked.

Useful contacts and links

Canterbury Communities Earthquake Recovery Network (CanCERN) Call: 021 045 4458 (Brian Parker) or 027 655 5665 (Leanne Curtis) Email: info@cancern.org.nz Canterbury Earthquake Recovery Authority (CERA)

The Kaiapoi Hub Call: 0800 NEW 000 (0800 639 000) Email: info@cera.govt.nz Earthquake Support and Counselling Line Call: 0800 777 846

Call: 0800 RING CERA (0800 7464 2372) Email: info@cera.govt.nz

Earthquake Support Coordinators

Tenants Protection Association (ChCh) Inc Te Topu-a-Kainoho

Christchurch City Council

Call: 0800 777 846

Call: (03) 379 2297

Call: (03) 941 8999 Email: info@ccc.govt.nz

The Earthquake Assistance Centre (Avondale)

Selwyn District Council

Call: 0800 RING CERA (0800 7464 2372) Email: info@cera.govt.nz

Call: (03) 347 2800 Email: admin@selwyn.govt.nz

Waimakariri District Council

Ngﾄ（ Tahu

Rangiora Service Centre Call: (03) 311 8900 Email: office@wmk.govt.nz

Call: 0800 KAI TAHU (0800 524 8248) Email: info@ngaitahu.iwi.nz

Kaiapoi Service Centre Call: (03) 375 5009 Email: kaiapoi@wmk.govt.nz Oxford Service Centre Call: (03) 311 9005 Email: oxford@wmk.govt.nz Environment Canterbury Regional Council (ECan) Call: (03) 353 9007 Email: ecinfo@ecan.govt.nz

Ministry of Business, Innovation and Employment (MBIE) Call: 0800 242 243 Email: info@dbh.govt.nz The Earthquake Commission (EQC) Call: 0800 DAMAGE (0800 326 243) Email: info@eqc.govt.nz The Stronger Christchurch Infrastructure Rebuild Team (SCIRT) Call: (03) 941 8999 Email: info@scirt.co.nz

To submit a question go to: cera.govt.nz/faq/community-issues-and-questions To view these questions online go to: cancern.org.nz/community-issues-andquestions/

April 2013