General News
11 March, 2025
Mayor orders road funds, customer service review
JUST a month after an impassioned speech by Cr Kevin Cardew on how Tablelands Regional Council should be servicing the community better, Mayor Rod Marti has moved to review its response to customers and the council’s road maintenance budget.
Cr Cardew has been relentless over the past five years in calling for the council’s road maintenance budget to be increased, regularly pointing out it is less than the council’s IT budget, and has also been critical of the organisation’s response to customer service requests.
Last month, his frustration erupted in an address to his fellow councillors in which he vowed to start publicly exposing the failures of the organisation, particularly in light of, what he believes, is inaction on the recommendations made in a comprehensive service review of its operations.
At its last meeting which was attended by new chief executive officer Dr Nicola Stepanov, Mayor Marti delivered a Mayoral Minute in which he ordered a review of the council’s customer request management system and its road maintenance and gravel resheet programs.
“By reviewing these processes we’ll identify areas for improvements and efficiencies, and if resourcing changes are needed to meet agreed service levels and requirements,” he said.
“I’ve asked Dr Stepanov to broaden the scope and nature of the reviews if she identifies the need during the assessment process.”
In his Mayoral Minute address, Mayor Marti welcomed Dr Stepanov, who has come from Toowoomba Regional Council, and noted that while TRC was smaller than the previous organisation she worked for, “the challenges we face to meet community and business expectations are proportionally equivalent”.
“As a much smaller council, Tablelands has far fewer resources – capital and human – to support and deliver for our community,” he said.
“So, while we’re smaller, the challenges to lift our level, lift our game, are arguably larger.
“It means we must be smart and continually review and adjust our way of doing business, so whether it’s delivering critical services on the ground or how we are effective within the community, business and state and federal governments, it comes down to just how productive those engagements are for the Tablelands community.
“Dr Stepanov will bring a new way of doing business. Her record in leadership, cultural reform, major projects, advocacy, and her specialised knowledge of the law and the Local Government Act are attributes that Tablelands highly values and needs.”
He then went on to table two motions that “related to challenges we have faced in exercising our duty as elected members”.
“The CRM system that relates to customer requests and complaints and issues around our road maintenance and gravel re-sheet programs have consumed much time and energy for councillors and council officers,” he said.
“With the arrival of the new CEO, its timely for a comprehensive review of these areas be undertaken with a fresh set of eyes.
“All councillors and council officers are committed to the outcomes for the community and if we make improvements to the areas, we will all rest a little easier, and most of all, our community will be better served.”
Cr Maree Baade welcomed the announcement, saying issues related to road maintenance and customer service requests “take up the bulk” of her time.Describing the move as “long overdue”, Cr Cardew said both of the issues “have been significant for councillors and challenging for staff”.
The results of the CEO’s reviews and recommendations are expected to be presented to council at the April ordinary meeting.
