The Eden Park Trust Board recently formalised protocols that cover long standing policies on complaints and dealing with inappropriate behaviour both inside the ground and as it impacts on our residential neighbourhood.

The new protocols cover complaints, the telephone Hotline, and evictions.

The detailed process that each protocol covers varies mainly in the area of how the Park is made aware of an incident.

A complaint, for example may be received by normal telephone, fax, letter contact or by the complainant visiting the Trust Board’s offices. The Hotline, on the other hand is a specific Match Day telephone point of contact where complainants often have immediate concerns.

An Eviction is an immediate response, either by the NZ Police or Eden Park’s own security staff, to inappropriate behaviour.

However in the notification of a complaint received the protocols are covered in a manner in which the issue is responded to and recorded.

The Trust Board’s objective in formalising the protocols is to ensure that all relevant event partners including their own staff, security contractors, NZ Police, and St. John respond in the most appropriate manner when concerns are raised.

Accurate recording of complaints and the Park’s response to them is used to develop plans that minimise similar concerns at future events.

In addition the protocols ensure that interested external stakeholders including the City Council and Neighbourhood organisations receive formal feedback via the Community Liaison Group (CLG).

A final element in all three protocols is the requirement to randomly audit complaints in order to monitor both the Park’s efficiency in responding to them and the effectiveness of improvements made as a result.

December 2006