Our Community Engagement Policy (PDF, 179.34 KB) includes a commitment to keep you informed and give you the opportunity to have your say on our plans and projects. This commitment is driven by the belief that meaningful communication with the community is a crucial element in the successful delivery of our projects.
Notifications and newsletters
Our construction contractors provide notifications about upcoming activities, including noisy works, traffic and access changes or out of hours work. Notifications are distributed to letterboxes in the area and emailed to people on the project mailing list.
Regular newsletters provide an overview of progress on the project and outline upcoming planning or construction activities and milestones. Newsletters are distributed to a wider area and may also be available at public locations such as libraries and councils offices.
Community Information Sessions
Community Information Sessions are a great way to meet project teams and discuss specific issues. These sessions are run like an open house – the session is normally around three to four hours long and people can come along at any time during the opening hours.
Community Liaison Groups
Community Liaison Groups are often formed during the construction phase to provide an opportunity for community and stakeholder representatives to discuss construction issues. Stakeholders and members of the local community are invited to nominate for a position on a Community Liaison Group and we aim to represent a cross-section of interests. Groups meet on a regular basis and are chaired by an independent chairperson. Group members are encouraged to share information to their respective communities.
Advertisements in local papers provide information about issues relevant to the wider community such as road closures, access changes, opportunities to view documents and provide comments, or community information sessions.
Where appropriate, signage will be erected to advise the local community and commuters about important information such as traffic or access changes.
Having your say
We value your input into the development and delivery of our projects and we encourage you to contact us at any time with questions or concerns.
Environmental impact assessment documents are generally placed on public exhibition during the planning phase of our projects. The community and stakeholders are invited to review these reports and provide comments in writing.
Comments received, also referred to as submissions, can be brief or detailed depending on the nature of the issues or concerns. Issues raised in submissions are addressed as part of the planning process, and responses are documented in a publicly available report.
We may also invite feedback at other stages in the project lifecycle, for example during detailed design.
Visit the project pages to find out more information about opportunities to have your say on individual projects.
24 Hour Project Infoline 1800 684 490
- 24 hour Construction Response Line on - 1800 775 465
- Rail Freight Noise - 1300 656 999 and RailNoise@transport.nsw.gov.au
Translating and Interpreting Service
If English is not your first language and you would like assistance with project information, we encourage you to use of the Australian Government’s Translating and Interpreting Service.
Contact the Translating and Interpreting Service on 131 450 and ask them to call us on (02) 9200 0200.
An interpreter will then hold a three way conversation with the caller and one of our representatives. This service is advertised in relevant community languages on notifications and newsletters where appropriate.
Complaint management process
All complaints received during construction are recorded.
A verbal response describing what action will be taken is provided to the complainant within two hours during construction periods and within 24 hours during non-construction periods (unless the complainant agrees otherwise).A detailed written response will then be provided to the complainant within seven calendar days.
Information on all complaints received and responses given are forwarded to the project's Environmental Management Representative by the end of each day.