Complaints Register - Quetools

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
1 5/01/2011 12:10am Phone Blasting Complainant called regarding the NOC blast at 12:00pm today
(5/1/11). Complainant advised that it shook everything in the
house and shed, and he rated it a 10/10. Stated that it was way
outside his criteria and that a light fitting in the kitchen had fallen
an inch off the ceiling. Asked that the monitor at his house be
checked
Complainant was called back at 2:05pm (5/1/11) and advised of the blast
results at his residence (1.42mm/sec and 107.93 dB(L)). Complainant was
advised that the blast monitor was calibrated and the next calibration was due
on the 23/2/11. A blast damage specific property re-inspection was offered
but the complainant did not wish this to be undertaken.
2 7/01/2011 10:01am Phone Noise Complainant rang and advised that there was what he considered Complainant was spoken to at 3:25pm on the 7/1/11 and was advised of the
an excess use of air horns last night in the North Open Cut, he also blast results at his residence as requested. Complainant was advised that the
wished to obtain the results of Wednesdays (5/1/11) blast in the
NOC.
mining superintendent had been asked to look into the use of air horns on the
night specified, however should he hear them again he was encouraged to call
the complaint hotline so the issue could be addressed at the time of
occurrence.
3 7/01/2011 11:46am Phone Blasting Complainant called regarding the NOC blast at 11:40am today, he
stated that it shook the back of the house and was 20mins early
(the sign had advised 12:00pm). Blast was rated a 4/10 by the
resident.
Checked blast results - 116dB(L) and 0.40mm/sec. Overpressure within 115 -
120dB(L) range only permitted for maximum of 5% of blasts over a 12 month
period. Results provided to resident by post with monthly blast results data.
4 7/01/2011 12:12pm Email Blasting The complaint was received via email from the DECCW.
Correspondence stated that the blast at 12:00pm on the 5/1/11
created excessive vibration in the complainants house "leaving
lots of cracks in the walls and ceiling". The DECCW officer that
forwarded the complaint required a report regarding the
complaint be completed and forwarded to the DECCW by the
14/1/11.
The report requested was completed and emailed to the DECCW on the
13/1/11.
1

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
5 19/01/2011 12:05pm Phone Blasting Complainant called regarding the blast at 12:00pm in the North
Open Cut. Stated that it shook his entire house and rated the
vibration an 8 out of 10. Complainant also stated that there was
no notification of the blast given.
Blast results were checked from the monitor at the complainants residence.
Result was 113.53dB and 1.52mm/sec, all within required limits. Followed up
regarding lack of notification, notification did not occur due to a lack of
communication in the hand back process resulting in the person returning
from annual leave assuming the notifications were sent the previous day.
Complainant called back at 2:08pm (19/1/11) and advised of actions taken.
6 19/01/2011 3:20pm Email Blasting Complaint received via email which stated;
Chris
Please see below complaint, please provide a blast/Incident report
as required under Condition R.3 of your EPL within 7 days.
Incident Date Incident Time
------------ ------------
19/01/2011 12:00
Suburb Council
------------------------------ -------------------------
SINGLETON SINGLETON
Location
----------
Integra Coal
Description
-----------------
Loud blast and orange plume coming from Integra, Singleton.
Blast report was completed and sent to Steve Clair (DECCW) on the 25/1/11
via email.
2

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
7 19/01/2011 3:37pm Phone Blasting Complaint was received via the Department of Planning (DoP),
and was regarding the generation of fume from the NOC blast at
12:00pm on the 19/01/10. The complainant had seen this fume
blowing west after the blast
Blast report was completed and sent to Julia Pope (DoP) on the 25/1/11 via
email.
8 1/02/2011 9:42pm Email Noise Complaint was received via email. The complainant stated 'the Complainant was called back on 2/2/11. The complainant noted that the
machinery noise and chattering of tracks is excessive this evening'. operation had not been very audible recently, however suspected that the
recent change in wind direction may have caused it to become audible. A
report detailing the position of equipment at the time of the complaint was
unable to be run on the day due to communications issues. A copy of the
pending report was offered to the complainant however this was declined. It
was also suggested that if the complainant did not feel comfortable calling at
the times that they are being impacted, then they could instead send a text
message so that the issue might be dealt with immediately.
9 6/02/2011 8:46pm Email Dust Complaint was received via email. The complainant stated that
there was dust coming directly from the mine from about 1pm
onwards and that this affected their guests as they have allergies.
The complainant stated that their guests had to leave, which
ruined their weekend. The complainant also stated that the mine
affects their visual amenity.
An email was returned to the complainant stating the dust results for the day
and at the time of the complaint. A windorse showing wind speed and
direction were also sent through, The complainant was informed that the
operation did stop due to the conditions. The complainant was also reminded
of other ways to contact the mine regarding complaints (i.e. complaints
hotline, mobile phones, text messages).
3

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
10 9/02/2011 8:00am Email Noise Complaint was received via email. The complainant stated that
they were woken by noise at 7:30am, specifically 'machinery
engines roaring, chattering of tracks, banging noises'.
The Open Cut Examiner for the North Open Cut was contacted by Integra staff
regarding the complaint. At the time of the complaint a pump was being
moved by a dozer in the area. A phone call was made to the complainant, who
stated that they were busy and would call back. When a return call was not
received by 10/2/11, an email response relaying the information was sent to
the complainant.
11 9/02/2011 12:11pm Phone Blasting The complainant called and left a message regarding the blast at
12:00pm on 9/2/11. The complainant stated that they felt the
blast, it shook their house, it was rated 8/10 and that they saw
dust generated from the blast, but no fume.
The blast results were reviewed and a return phone call was made to the
complainant at 2:00pm. The results for the blast were relayed to the
complainant and were below the criteria (111.17dBA and 0.90mm/s).
12 24/02/2011 7:30am Email/Phone Noise Complaint was received via email at 7:35am and then phone call Env Supt contacted the OCE who stated that the pit had just started up
at 7:36am. The complainant stated that the noise coming from the operations in the last 10 minutes. The OCE stated that all of the equipment
operation was "a joke" and asked Environment Superintendent to operating in the NOC was sound attenuated and that he would review where
"make them go away". Env Supt stated that they couldn't "make
them go away", but that they could talk to the OCE about where
the machinery was operating. The complainant then stated that
machinery was located within the operation to try and reduce the noise. As
there were cooler temperatures that morning, it is likely that there may have
been an inversion present. Env Supt then drove out to Thomas Lane and Stony
the Env Supt should tell the OCE to "turn the f*****g s**t off" and Creek Rd to listen to the noise. The mine was audible at these locations, but
then slammed the phone down.
the noise did not appear excessive.
4

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
13 2/03/2011 12:50pm Phone Blasting The complainant called following the first blast fired in the new
Western Extension area. The complainant stated that 8-10
The video footage of the blast was reviewed along with the meteorological
conditions at the time of the blast. The video footage revealed that there was
minutes after the blast, their property was covered in fine grit and minimal dust generated from the blast and what was generated hung in the
that there was an odour that they believed was fume generated
from the blast. They stated that they didn't think the blast should
have been fired given the SE wind direction and that they didn't
pit. The meteorological conditions showed that the wind speed was low
(3km/h) and that there was no fume generated by the blast. This information
was passed on to the complainant by the Manager - Sustainability.
believe that the company was capable of managing dust from the
operation. They also stated that they were disappointed that the
company had been granted the new approval as mining under the
old approval was supposed to be finished by now and that they
had been waiting for that for a long time.
14 3/03/2011 Phone Blasting The complainant was concerned about the ‘fine grit’ that covered
their house and cars after the blast we detonated at 12pm
yesterday. They were also concerned about the ‘sulphur’ smell
and the effects of the fine grit on their car, i.e. whether it needed
to be washed off. They also wanted to know whether the grit
would affect the water in their tanks with the rain that followed
yesterday's blast.
The complainant was assured that the grit and dust would not affect their cars
or water. The video footage of the blast was reviewed along with the
meteorological conditions at the time of the blast. The video footage revealed
that there was minimal dust generated from the blast and what was
generated hung in the pit. The meteorological conditions showed that the
wind speed was low (3km/h) and that there was no fume generated by the
blast.
15 11/03/2011 8pm Phone Light The complainant left a message stating that there was a large
orange light shining towards their residence and wanted to know
whether something could be done about it.
This complaint was not received until the following day due to issues with the
Environment Superintendent's mobile phone, therefore, no immediate action
was taken. The complaint was passed on to the mining department via a
toolbox talk regarding lighting.
5

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
16 14/03/2011 8:38am Email Noise The complainant sent the following email: "The noise of
machinery is excessive this morning (chattering and humming of
A return email was sent to the complainant on 18/3/11 explaining where the
machinery was working and what the meteorological conditions were at the
machinery) Monday 14.03.11.". The email was not received by the time of the complaint.
Environmental Superintendent until 17/3/11 and therefore no
immediate action could be taken.
17 14/03/2011 12:16pm Email Blasting The complainant sent the following email: " The blast today,
shook my house and even the dogs start barking as they were
scared. "great".......". The email was not received by the
Environmental Superintendent until 17/3/11.
18 23/03/2011 7:30am Email Noise The complainant sent the following email: 'The noise outside is a
joke, machinery noise etc etc.
This is a complaint.'
A return email was sent to the complainant on 17/3/11 containing the blast
results. All results were below the limits of 5mm/s ground vibration and
115dBA overpressure.
A return email was sent to the complainant on 24/3/11 explaining where the
machinery was working and what the meteorological conditions were at the
time of the complaint. The complainant was also prompted to use the hotline
number for complaints as this would allow their concerns to be addressed in a
more timely manner.
19 23/03/2011 3:00pm Phone Blasting The complainant called the hotline and left a message stating that The Environment Superintendent returned the complainant's call and
the blast had woken them up while they were trying to sleep after explained that the blast results for the nearest monitor to the residence had
night shift.
not recorded any exceedances. The complainant stated that this was still
unacceptable and that if this was to be the norm then they would seek to have
the operation halted as the impacts were unbearable. The Environment
Superintendent informed the complainant of the possibility of an Independent
Review of the mine's impacts on their property and the complainant suggested
a meeting to discuss this which is to be arranged at a later date.
6

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
20 23/03/2011 3:00pm Phone Blasting The complainant called the main phone line for the mine and a
message was taken by the Administration Officer. The
complainant had stated that their house shook violently as a
result of the blast.
The Environment Superintendent returned the complainant's call and
explained that the blast results for the nearest monitor to the residence had
not recorded any exceedances. The complainant stated that this was the worst
blast that they had ever felt and asked whether the blast was larger than
usual. The Environment Superintendent explained that the blast was slightly
larger than what they had been used to and also as the mine was moving
closer towards the residence, that this could be why the complainant had been
more affected by the blast.
21 23/03/2011 9:25pm Email Noise The complainant sent the following email: 'Noise of machinery
and chattering excessive this evening it is now 9.25pm and I am
having to email this. What a joke.'
A return email was sent to the complainant on 24/3/11 explaining where the
machinery was working and what the meteorological conditions were at the
time of the complaint. The complainant was also prompted to use the hotline
number for complaints as this would allow their concerns to be addressed in a
more timely manner.
22 27/03/2011 7:30pm Phone Noise The complainant left a message stating that the noise from the The complainant's call was returned on 28/3/11. There was no answer, so a
North Open Cut pit was excessive and that they could hear dozers, message was left informing them that their complaint had been received and
banging and engine noise.
logged and that if they had any further questions to call the Environment
Superintendent.
23 29/03/2011 8:46am Phone Dust Complainants car was covered in dust over the weekend.
Complainant rang on Tuesday to notify Integra of the dust issues.
Complainant was given the hotline number to call if dust was an issue in the
future. Complainant was informed that if the hotline is called that Integra can
respond to any complaints.
7

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
24 25/03/2011 12:30pm Phone Blasting Complainant left a message stating that they were complaining
about the blast that morning.
The complainant's call was returned on 29/3/11 as it was not received
immediately due to telecommunications issues. The complainant stated that
they felt two blasts on Friday morning, the first one just after 10am and the
second one closer to 11am. The Environment Superintendent confirmed that
the first blast was at Integra's NOC, and that all results were within the
criteria. The complainant stated that their house shook and that this was
unacceptable and that other residents had mentioned that they had the same
experience. The Environment Superintendent suggested that there may have
been some meteorological factors that contributed to the event.
25 30/03/2011 8:33am Email Noise The complainant sent the following email: 'Noise of machinery
and track noise excessive this morning.'
26 31/03/2011 8:26am Phone Noise Complainant rang about general noise from the North Open Cut
mining area, especially the excavator and trucks - from 8 am.
A return email was sent to the complainant stating that their complaint had
been logged and that they were encouraged to call the complaints hotline
number in the future so that their issues could be addressed at the time of the
complaint.
Complaint was logged and OCEs notified of noise levels
27 31/03/2011 1:03pm Phone Blasting The complainant left a message stating that they had been
sleeping as they were currently on night shift and that they had
been woken up by the blast at 12:45pm in the Western Extension.
The complainant's call was returned. The complainant was informed that the
blast results were all below the relevant criteria. The complainant stated that
although the results were below the criteria, that it was still unacceptable as
they were still impacted. The complainant stated that they were unable to go
back to sleep and was now concerned about fatigue as they were rostered for
a 12.5 hour shift tonight. A review of the blasting procedures for the Western
Extension will be carried out to determine whether any changes can be made
that may help to reduce blasting impacts on the complainant.
8

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
28 1/04/2011 8:03am Email Noise The complainant sent the following email: 'Noise excessive this
morning from 7.30am Friday 1.4.11.
Machinery noise, chattering of tracks.
Not to forget that I will have to live through another blast today.
What a life. !!!!!'
A return email was sent to the complainant stating that their complaint had
been logged and that they were encouraged to call the complaints hotline
number in the future so that their issues could be addressed at the time of the
complaint. All equipment being operated in the NOC was sound attenuated,
and most equipment was operating below surface level on a bench. Noise may
have been exacerbated by calm conditions.
29 4/04/2011 7:30am Phone Noise The complainant left a message regarding noise from the NOC The complainant's call was returned. They stated that the noise was mostly
from trucks and was from about 7:30am to 9am. The complainant was
informed that there was not a large amount of equipment being operated in
the NOC, but that trucks were dumping up high. The complainant stated that
noise monitoring had previously been conducted at their property during the
Summer months and that they weren't happy with the report. The
complainant was offered monitoring during the winter months, which they
said they would consider as that is the time that they are most affected.
9

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
30 5/04/2011 9:44am Email Dust/Noise
Complainant contacted Environment the morning after the issue regarding the lights,
noise and dust at the North Open Cut. The following was issued to Integra regarding
the complaint:
The Office of Environment and Heritage received a report via enviro line in relation to
Integra Coal. Can you provide any information in relation to this incident, details are
listed below. No formal report required at this stage, just brief overview.
The complainant's call was returned and a message was left on their voicemail
stating that their complaint had been logged and that the information
regarding lighting had been passed on to the Mining Department.
Subject: 127970 Newc - Incident Report
Pollution Line report for Hunter Region Reference No:127970
Reference No PLOfficer Call Date Call Time
----------- -------------------- ------------ --------
127970 maciejewskib 06/04/2011 09:44
Type Description
---- --------------------------------------------------
341 Incident Noise-Scheduled Premise
Caller Details
Incident Date Incident Time
------------ ------------
05/04/2011 19:00
Suburb Council
------------------------------ -------------------------
GLENNIES CREEK SINGLETON
Location
----------
INTEGRA COAL, BRIDGEMAN ROAD
Description
-----------------
DUST AND NOISE COMING FROM INTEGRA COAL. THERE ARE ALSO BRIGHT LIGHTS
FACING THE CALLER'S PROPERTY THAT NORMALLY STAY ON UNTIL VERY LATE AT
NIGHT.
10

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
31 6/04/2011 11:50am Phone Blasting The complainant called the environmental officer onsite. The
complainant had stated that their house shook as a result of the
blast. A cupboard had been shaken open and a clock had fallen to
the floor and had smashed. Complainant believes there is an issue
with the way the geophone was installed.
Blast results were checked from the monitor at the complainants residence.
Result was 114.6dB and 3.71mm/sec, all within required limits. Blast monitor
installation will be assessed and relevant parties notified if maintenance is
required.
32 6/04/2011 3:46pm Phone Blasting The complainant called the Environment Hotline and left a
message stating that the house shook, the windows rattled and
they rated it about an 8/10.
The complainant's call was returned. They were informed that the results
were all below the criteria, but that the highest offsite overpressure had been
recorded at their residence.
33 13/04/2011 6:39pm Email Noise The complainant sent the following email: 'Trying to have a meal A return email was sent to the complainant on 14/4/11 informing them that
with a guests at my house outside to enjoy the evening; all we can their complaint was recorded.
hear is machinery noise ! How embarrassing ... Have now moved
everyone inside to eat. The lights from Integra mine are annoying
as well.
What a joke this is.
The machinery noise in general today has been a excessive. I am
sure the mine is within the 'guidelines' but I do NOT want to hear,
see, smell, or feel anything from Integra North Open Cut Mine.
It is disgusting that people have to endure this type of living, when
I came to the country to have peace and quite, not to get more ill
and stressed/upset. "Again" like I have told you "all" in the past,
Integra is accountable for my health getting worse.'
11

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
34 19/04/2011 4:45pm Phone Noise The complainant stated that they had been kept awake the The Mining Superintendent was consulted regarding the complaint and they
previous night for approximately 4-5 hours from 10pm by banging stated that the noise was likely to be coming from the shovel in the SW corner
noises coming from the Western Extension. The complainant
stated that they believed that the noise was from trucks being
of the South Pit as they had encountered some hard material and that it was
unlikely to be noise generated from the Western Extension as the material
loaded and that he knew how to load a truck quietly but obviously there had been blasted and was soft clay. The complainant was called on
Integra doesn't. The complainant also stated that the mine's 20/4/11 and informed of this and also of the Environmental Hotline number.
phone number was not listed in the Yellow Pages and that they did The complainant said that last night (19/4/11) was much quieter.
not know that Integra had a designated complaints line.
35 20/04/2011 7:37am Email Noise The complainant sent the following email: 'The noise from A return email was sent to the complainant on 20/4/11 informing them that
machinery is excessive this morning, it woke me.... Thank you very their complaint was recorded.
much.,
What a away again to start the day. Oh..., don't forget there is a
blast today again.
I wonder what management woke to today. I bet not
machinery noise .... Mr. Kovac !!'
36 20/04/2011 1:30pm Phone Blasting The complainant called regarding the blast at 1:27pm stating that
the whole house shook, that the animals were upset by the blast
and that they rated it a 9/10.
37 20/04/2011 9:41pm Email Noise The complainant sent the following email: 'Noise excessive this
evening: of machinery, chattering of tracks, banging......
The blast results were reviewed when they came through and the complainant
was phoned back to inform them of the results. The results were within limits
104.22dB and 2.14mm/s, however, the ground vibration was higher than what
they usually experience.
A return email was sent to the complainant on 3/5/11 informing them that
their complaint was recorded.
I can hear this in the house not just a racket outside.
"Very nice".'
12

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
38 22/04/2011 10:28pm Email Noise The complainant sent the following email: 'Dear Mr Kovac,
I am witting this email in absolute disgust that Integra North Open Cut
have made my Good Friday a misery. All I have listened to all day and
all evening is machinery revving, banging and in general noise from
North Open Cut.
You would think that the most religious time of the year Good Friday
and in general Easter, the noise would cease (not work).
But all the mines can think about are the $$$$ that can be made.
Integra should at least give the residents that have to put up with your
intrusion every other day of the year some piece and quite at this time
of year. Even the shops close today. But NO, not the mine.
I bet you had a nice day/evening with your family and friends in the
quite.
You should be ashamed of your self Mr Kovac.
I would imagine that if someone near your home was making noise all
the time and affecting your life, you would bounce up and down and
tell them to stop or call the police or council on them.
Would love to have a meeting with you; and tell you what I have to go
to through each day. Going out the front door is the first problem,
seeing the panoramic picture of the ugly disgusting mine and machinery
going up and down the roads, and the list goes on. Can you tell me
what Integra is going to do about that ugly sight, so I do not have to
look at it
This is a formal noise complaint.'
A return email was sent to the complainant on 3/5/11 informing them that
their complaint was recorded.
39 27/04/2011 9:55pm Phone Noise The complainant left a message stating that they would like to
make a noise complaint, that they could hear banging and general
machinery noise and that it was too loud.
The complainant's message was not received until approximately 11pm and as
the North Open Cut ceased operations at 10pm (5 mins after the time of the
complaint), the complainant's call was not returned.
13

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
40 6/05/2011 8:02am Email Noise The complainant sent the following email 'Noise of machinery
excessive "again" this morning.
A return email was sent to the complainant on 6/5/11 informing them that
their complaint was recorded.
Lovely way to start the day.'
41 6/05/2011 11:00am Phone Blasting The complainant called following a blast at 10:51am stating that
they were out in the shed when the blast was fired, that
everything shook and that this wasn't good enough, especially for
a small blast.
42 9/05/2011 8:42am Phone Noise The complainant called the Environment Hotline and left a
message stating that they were complaining about noise from
trucks this morning and last night.
The complainant was informed that the results were within the criteria
(101.32dB and 0.1mm/s) and that meteorological conditions may have
contributed to them feeling the blast.
OCEs contacted to confirm whereabouts of equipment. Excavator working
below surface, sound attenuated trucks running to dumps. Wind direction
predominantly from SW to SSW both last night and this morning, Integra
operation situated to the SE of the residence. Numerous attempts were made
to return complainant's call, but phone was busy.
43 10/05/2011 9:23pm Phone Noise Complainant left a message stating that they would like to make a
noise complaint as they could hear noise that was coming from
the Open Cut and possibly the Underground. The complainant
stated that they had to turn up the tv to drown out the noise.
44 11/05/2011 10:00am Phone Dust The complainant stated that they were driving along Bridgman Rd
and that there was dust coming from Integra. They stated that
they understood that due to the windy conditions, there was not a
lot that could be done about the dust, but that they wanted a
complaint logged.
No phone number was left in the message, so the complainant's call could not
be returned immediately. The complainant then also emailed the following
day asking whether their message was received and the email was responded
to.
Complaint was logged and OCEs were contacted regarding dust levels and
water carts. OCEs confirmed that there was dust coming from the roads that
were not being used and from the windrows and high dumps, but stated that
they had water carts dedicated to their work areas and that they were
controlling dust in their work areas.
14

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
46 20/05/2011 8:19am Email Noise The complainant sent the following email "Noise is a disgrace this
morning and actually all week, but what is the use complaining
everyday/night. There smell on Monday morning was making me
feel sick.
Chattering of tracks, machine motors, banging and clanging......
I am tired of this noise / dust / smell / blasts...... and having to live
with you "Integra" ruining and affecting my health and my life.
A return email was sent to the complainant on 20/5/11 informing them that
their complaint had been recorded and also informing them of the recent
changes to the Environment Hotline.
Mr Kovac, thank you very much for not even commenting /
replying to my email "Good Friday" 22.04.11. As I did ask to have
a meeting with you, if you can remember. How rude.
But you find time to send me a letter to wrap me on the knuckles
and advise me as to how to lodge a complaint and to meet "your"
protocol. "PATHETIC"....!!!!
This is another noise complaint."
15

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
47 21/05/2011 8:36am Phone Noise The complainant called the Environment Hotline and lodged a
noise complaint and then sent the following email at 8:45am:
'NOSE NOISE NOISE....... GREAT......
The complainant's call was returned by the OCE and equipment was moved as
a result.
SAT MORNING 8AM ALREADY BESIDE MYSELF WITH
STRESS........... CALLED AND LODGED A COMPLAIN AT 8.36AM
.......
WHAT IS MR KOVAC DOING THIS MORNING / PROB
SLEEPING IN PEACE AND QUITE.
BUT NO I AM NOT........'
48 23/05/2011 12:12pm Email Dust The complainant emailed a complaint relating to dust and sludge
in her water tank.
The complainant's email was not immediately returned and the complainant
then came to site the following day with the water filter and asked that it be
given to the General Manager of the site. The possibility of helping with water
filters and a tank clean out were discussed with the complainant. The
complainant also stated that their tank had not been cleaned out for a number
of years. Although the filter was full of material, it was unclear whether the
material was dust or slime/sludge that would be unrelated to mining.
49 25/05/2011 9:58am Phone Blasting The complainant called the Environment Hotline and logged a
complaint regarding the blast in the North Pit at 9:49am.
50 25/05/2011 10:08am Phone Blasting The complainant called the Environment Hotline and logged a
complaint regarding the blast in the North Pit at 9:49am.
The complainant's call was returned and the complainant stated that they
were not aware of the blast being fired that day. It was confirmed via the
notification log that the complainant had been notified the previous day that
the blast would be taking place. The complainant stated that the overpressure
felt from the blast was more than usual. The results at the complainant's
residence were 110.22dB and 0.96mm/s.
The complainant's call was returned. The complainant stated that the blast
had been a particularly bad one and that there had been a large rumble
through the ground and that the windows had rattled. They stated that there
had also been two distinctive loud bangs associated with the blast. The results
at the complainant's residence were 115.17dB and 1.77mm/s. An internal
investigation into the high result was commissioned by Integra Drill and Blast
staff.
16

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
51 26/05/2011 10:00am Phone Blasting The complainant called the Environment Superintendent directly
regarding the blast in the North Pit at 9:49 on the previous day.
The complainant's call was returned. The complainant stated that the blast
had been quite bad and that there had also been two distinctive loud bangs
associated with the blast. The results at the complainant's residence were
116dB and 2.08mm/s. An internal investigation into the high result was
commissioned by Integra Drill and Blast staff.
17

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
52 27/05/2011 8:04am Phone Noise The complainant called the Environment Hotline and logged a
complaint regarding noise from the North Pit. The complainant
also sent the following email: 'Noise excessive this morning from
before 8am, I called the hotline at 8am, but no return call as yet.
The complainant's call was not immediately returned by the OCE.
Machinery noise motors revving and chattering of tracks A
JOKE.............
This is a formal complaint.
What is happening about water filters etc. '
53 27/05/2011 5:51pm Phone Noise The complainant called the Environment Hotline and logged a
complaint regarding noise from the North Pit. The complainant
The OCE returned the complainant's call and equipment was moved as a
result. The complainant was informed that all equipment operating was sound
also sent the following email: 'Called hot line left message of noise attenuated.
complaint this evening 5.50pm........ Noise a joke. Chattering...
Banging and motors roaring !!
No call back from complaint early this morning ....'
54 30/05/2011 10:46am Phone Noise The complainant called the Environment Hotline and logged a
complaint regarding noise from the North Pit the previous night.
55 6/06/2011 1:18pm Phone Dust Complainant called the Environmental Hotline to complain about
dust coming from the site.
56 11/06/2011 8:41am Phone Noise Complainant called the Environmental Hotline to complain about
noise.
The complainant's call was returned and they stated that the noise had been
particularly bad the previous evening between about 8pm and 10pm and that
they could hear the excavator, trucks and dozer. They also stated that they
could hear trucks throughout the night. The complainant was encouraged to
call the Environment Hotline at the time of the issue in future as this would
allow for a better response.
The complainant did not require a callback. The wind was blowing from the W-
NW and dust was observed coming from the tailings dam. No action could be
taken regarding the matter due to the source of the dust and lack of access
and equipment to enable water to be sprayed on the surface of the dam.
Attempts were made on numerous occasions to return the complainant's call,
however all attempts were unsuccessful.
18

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
57 15/06/2011 11:12pm Phone Noise Complainant called the Environmental Hotline and complained
about pump noise from the North Open Cut.
Complainant was called back on the 16/6/11 and advised that due to
significant rainfall over the last few days and the night of the 15th the pump in
the North Open Cut was running to maintain dirty water levels below dam
spillway levels to avoid environmental incidents.
58 23/06/2011 2:40pm Phone Blasting Complaint received via the environmental hotline. Complainant Complainant was called back at 2:55pm on the 23/6/11, vibration results from
noted that the blast in the North Open Cut just after 2:00pm today the blast monitor at the complainants residence were provided (1.37mm/sec
shook the foundations of the house and rattled the doors. and 104.06dB)
59 28/06/2011 9:17am Phone Noise Complainant called the Environmental Department landline and
lodged a noise complaint relating to Western Extension
operations early this morning (28/6/11, around 1:45am) and last
Saturday night (25/6/11 from 10 - 11pm). Complainant noted
banging and clanging noises, truck noise and noise of rocks
dropping.
The meteorological conditions and operational activities were reviewed for
the times of noise complaints. It was determined that;
On the 25/6 - 205 and 206 excavators were operating (205 in west, 206 in
south west) a total of 7 trucks were running to 205 during the shift and 4
trucks to 206. 1 dozer was working in the west and another 3 working within
the south (2 on dumps and one with 206). Shift change occurs at 11pm and
would be the reason why noise dropped off at this time.
On the 28/6 - 205 excavator was operating in the west with dozer 425 and
rubber tired dozer 463. Dozer 428 was operating in the south-west with drill
106. 6-7 trucks were running under 205 excavator.
Inversion conditions were present from around 4pm on the 25/6 easing at
around 8pm. Slight inversion around 10-11pm.
A slight inversion was present on the 28/6 from 1:30am to 2:40am, then
eased, coming back at around 4:30am and dissipating after 8am.
Complainant was called back at 10:25am and a message left on answering
machine with the above details.
60 4/07/2011 9:33pm Email Other Complainant emailed the environmental department personnel
and logged a formal complaint regarding the "smell" outside,
stating that it was affecting their health. Visual amenity, light and
dust were also noted in the email.
The Environmental Advisor was adjacent to the North Open Cut at the time of
the complaint and noted no unusual smells. At around 8:30am the mine was
inspected from Stony Creek Road and there was no issue with light and dust
management.
The complainant was emailed a response on the 5/7/11 at 7:40am
19

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
61 5/07/2011 1:20pm Phone Dust Complainant called regarding the amount of dust coming from the
site due to the strong winds. Complainant also mentioned the
increase of noise recently which they believe is the result of the
out of pit dumping height.
The environmental advisor undertook a site inspection to determine the
potential sources of dust generation. The North Open Cut overburden
emplacement area and Tailings Dam 2 were determined to be the primary
sources. The Mining Superintendent and Operations Manager were informed
of the dust generation sources and recommended actions. A third water cart
(777 sized) commenced work. Smaller contractors water carts were all
operating, however associated earthworks had been pulled up. A water cart
with a roof mounted cannon was taken to Tailings Dam 2 and sprayed what
was within reach (by road and cannon distance). Additional site inspection was
undertaken at approximately 3pm.
Complainant was called back at 2:20pm and advised that all water carts were
in operation, major dust generation sources had been identified and all
possible actions were taken to try and suppress the dust.
62 6/07/2011 11:15am Phone Dust Complainant called the hotline regarding the dust coming from
site, the message received noted "a lot of dust".
63 8/07/2011 12:59pm Phone Dust Complainant called the hotline regarding the dust coming from
the site, message received noted "dust has been unbelievable over
the last few weeks".
The Operations Manager issued a notice just after 6am regarding the expected
high winds and potential dust problems and how to minimise the amount of
dust leaving site, including ensuring 100% availability of water trucks and
ceasing operations if required.
After the complaint was received, the operation of water trucks was checked,
and all 3 were confirmed operational.
Complainant was called back at 12:15pm and a message was left on their
phone.
Complainant was called back on the 11/7/11 and a meeting was arranged to
discuss dust issues and actions.
The complainant's call was returned and it was explained to them that the
dust was mostly coming from the tailings dams as they were dry due to the
tailings dam wall lift work that has been occurring. The complainant was
informed of the actions that were being taken to try to mitigate the dust
emissions, including running 3 water carts in the pit, having a dedicated water
cart for the tailings dam area and the use of water canons to try and keep the
surface of the dams wet. They were also informed that the work had been
stopped on a few occasions due to the dust being created. The complainant
noted that there was a large amount of dust on their tiles.
20

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
8/07/2011 1:07pm Email Dust Complaint was received via the Department of Planning and
Infrastructure (DoPI), and was regarding the generation of dust
from the tailings dams.
64 10/07/2011 5:22pm Phone Dust Complaint received via environmental hotline regarding it being
"dusty again", due to the ongoing windy weather.
11/07/2011 1:33pm Phone Blasting *NOT RECORDED AS A COMPLAINT AS NO BLASTING
UNDERTAKEN*
Complainant called the environmental advisor and noted dust and
vibration from "a blast that just went off", however no blasting
was undertaken today (11/7/11). The complainant then
mentioned the past "odour/smell" that comes and goes before
focusing on the negative impact on visual amenity the mine is
having at their residence.
65 14/07/2011 3:33pm Phone Blasting Complainant called the environmental advisor regarding the blast
from the western extension area. The complainant advised they
were outside and the car shook. The complainant is concerned
that shots at this distance away from the house are exceeding the
criteria and asked how Integra are going to control the effects of
blasts that are even closer. The complainant stated that they
know Orica are used for blasting and that they think they are
very competent, however the results occurring aren’t reflecting
this. Complainant requested to know the distance from the blast
to their residence.
Enviornmental Superintended called DoPI and relayed the same information
as detailed above and informed them that Integra had also received the
complaint directly.
Complainant was called back and a meeting arranged to discuss the dust
issues.
The meeting was held with the complainant on the 13/07/2011 and issues
were discussed and addressed.
The complainant was advised that no blasting was undertaken at Integra
today (11/7/11). The complainant was encouraged to call the environmental
advisor when there were issues with odour, so this could be validated by the
environmental advisor. The complainant was also offered the opportunity to
undertake a site inspection with the environmental advisor to get an
understanding of the odours (or lack of) present on the mine site. The
environmental advisor checked the Visual Amenity Study, dated 1 June 2009 -
the complainant's residence was not included in this report. The
environmental advisor contacted the person who competed the report, but he
had subsequently relocated to Tasmania and would not be available to update
the report.
Blast results at the complainant's residence were 121.26dB and 1.68mm/sec.
Resulting in an overpressure criteria exceedance. The incident was reported to
the Environment Line (Office of Environment and Heritage), the Department
of Planning and Infrastructure and the complainant was notified of the
exceedance. The complainant was provided with the blast results and the
distance from the blast to the residence as requested.
Blasting was suspended in the western extension weathered zone by the
Operations Manager until completion of a full investigation and
implementation of recommended actions.
21

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
66 18/07/2011 8:27am Phone Noise Complainant called the environmental hotline advising of whirring
and banging noises from the North Open Cut that had woken
them up. The complainant was called back and it was noted that
they "can't deal with this all day" and just wanted the noise to
stop and the mine to go away. The complainant stated "just do
something about it will you" and terminated the phone call.
67 18/07/2011 7:58pm Phone Dust The complainant called the environmental hotline and noted that
from 6pm this afternoon (18/7/11) that there was "too much dust
around the area from mining operations"
The environmental advisor called the complainant back at 8:30am and
discussed the complaint. Following this a site inspection of the North Open Cut
was undertaken (just prior to 9:00am), the excavator was working in the
bottom of the pit and wouldn't have been able to relocate anywhere more
suitable to stop noise being broadcast into the surrounding areas. ROM coal
was being taken from the north to the CHPP, with trucks being loaded by a
994 loader.
The environmental advisor checked the North Open Cut operations at 8:00pm,
there was no visible dust leaving the site, however due to the still nature of
the evening dust was evident in the work areas and perhaps was being
highlighted to the neighbours by the lighting plants in use at the time. The
complainant declined callback so no follow up phone call was made.
68 19/07/2011 7:37pm Phone Dust Complainant called the environmental hotline and noted dust
from 6pm to 7:30pm and continuing.
69 19/07/2011 7:40pm Phone Light Complainant called the environmental hotline and advised that a
dump light was shining towards their residence.
It was noted that it rained just before and subsequent to the complaint and
this would have aided dust suppression. The environmental advisor inspected
the NOC working area about 5 minutes after the complaint and confirmed that
there were no dust issues that required attention.
The complainant was called back on the evening of the complaint and advised
of the above.
The OCE received the message and commenced relocating the lighting plant.
Following a later complaint (at 8:34pm) the light was again relocated, the
complainant was called back by the OCE and advised of the actions taken.
A follow up phone call from the Environmental Advisor to the complainant
occurred just prior to 9pm to ensure the issue was addressed. The
complainant advised that the problem had been fixed by the OCE, and they
were happy with the action taken.
70 19/07/2011 8:34pm Phone Light Complainant called the environmental hotline and advised that
the dump light was still shining towards their residence and they
would like it relocated.
The lighting plant was relocated and the complainant called back to see if the
new direction it was facing was satisfactory. The complainant advised that the
problem had been fixed.
22

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
71 26/07/2011 7:59pm Phone Noise The complainant called the Environment Superintendent's landline The complaint was not received until 1:30pm the following day when the
and left a message regarding noise being generated by a dozer. Environment Superintendent checked phone messages. The complainant's call
was returned immediately and they were provided the Environmental Hotline
number. The complainant noted that it had been still last night and that while
the noise wasn't too bad, they could hear the dozer on the dump. The
Environment Superintendent informed the complainant that their complaint
would be recorded.
72 3/08/2011 12:05pm Phone Blasting The complainant called the environmental hotline stating that the
blast had rattled their windows and that they rated it 4/10.
73 9/08/2011 7:42am Phone Other The complainant called the environmental hotline stating that
there had been a lack of communication via email.
The Environmental Superintendent returned the complainant's call and
provided them with the blast results, which were well below the limits -
100.93dB and 0.16mm/s.
The Environmental Superintendent returned the complainant's call and
explained that they had not yet responded to the complainant's email from
4/8 as they were still gathering the information required to do so. The
Environment Superintendent also explained to the complainant that email was
not always the best way to contact staff as they did not always receive emails
immediately for a number of reasons (i.e. on leave, out of the office, off work
sick). The Environment Superintendent explained that if the complainant had
an urgent enquiry, that it was best for them to call. The Environment
Superintendent confirmed that they would be responding to the complainant's
email when they had all the relevant information.
74 10/08/2011 9:32pm Phone Dust The complainant called the environmental hotline and logged a
dust complaint at 9:30pm, no specific details were given.
75 25/08/2011 12:11pm Phone Blasting Complainant called the environmental hotline and logged a
complaint regarding the blast in the North Open Cut around
12:09pm, stating it rattled the house.
The meteorological conditions and TEOM dust results for the time of the
complaint were obtained and the complainant called back and advised that
the dust level at the time of complaint was 14.46µm/m3 which is well within
the required limit of 50µm/m3
Complainant was called back at 12:19pm and the complaint discussed. The
resident was given the results of the blast from the monitor at the residence
which was 100.21dBL and 0.63mm/sec.
23

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
76 26/08/2011 7:39am Phone Noise Complainant called the environmental hotline and logged a noise
complaint regarding engine noise and reverse alarms/beepers
from around 7:30am.
77 26/08/2011 6:55pm Phone Noise Complainant called the environmental hotline to log a noise
complaint.
78 30/08/2011 8:16am Phone Noise Complainant called the Environmental Advisor's mobile and left a
message regarding noise coming from the NOC from 7am till the
time of the complaint, and some noise the night before. Noise
sources were identified as dozers, trucks and excavator related.
Complainant was called back at 7:54am and the complaint discussed. The
complainant also requested the date at which the independent review was
going to be received and requested a replacement of water filters at their
residence. After looking into the above the Environmental Advisor called the
complainant back at 9:50am and advised that the independent review was due
by the 23rd of September 2011, the water tanks at their residence would be
cleaned out and refilled instead of filter replacement, and that low tone
reverse alarms would be followed up and would be fitted over time on
equipment that still has the high pitch alarms.
The OCE on shift received the complaint via SMS and assessed the operation
for potential changes to be made, none were identified that were expected to
reduce the noise from the operation. Tried to call complainant back on the
29/8/11 on the numbers in the community contact file. One of the numbers
was disconnected and the other went straight to a voicemail stating "you have
reached the electrical section". As no contact details were left with the
complaint and the complainant did not wish to be called back, no future
attempts were made to contact the complainant.
The Environmental Advisor received the complaint when out of the office for
the day and did not have a return phone number. A call was made to the
Environment Superintendent to advise of the complaint, the Environmental
Superintendent tried to call the complainant back on the 30/8/11 with no
success. A message was left by the Environmental Advisor on the 2/9/11. No
action was taken regarding the complaint as it was received after the time of
the issue.
79 3/09/2011 8:02am Phone Noise Complainant called the environmental hotline and left a message
regarding the noise levels from the North Open Cut.
80 3/09/2011 8:47am Phone Noise Complainant called the environmental hotline and left a message
stating that the noise from the Western Extension area had woken
them twice last night, once at 3am and once again at 6am.
The complainant was called back at 11:02am on the 3/9/11, and the noise
complaint was discussed. They were advised of the lower levels of dumping
and and that all complaints to the environmental hotline number go through
to the OCE on shift and is the best way to ensure the operation is aware of the
issues.
An attempt to call the complainant back was made at 11:10am on the 3/9/11,
however only the answering machine was reached and a message was left.
24

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
81 4/09/2011 12:00am Phone Noise Complainant called the Environmental Advisors phone and left a
message about the noise from the Western Extension area stating
"you should hear it out here - its too bloody loud"
An attempt to call the complainant back was made at 10:15am on the 5/9/11,
however only the answering machine was reached and a message was left.
82 15/09/2011 6:05pm Phone Noise Complainant called the environmental hotline and left a message
regarding noise from the North Open Cut, specifically noting
"machinery rev, trucks and chatter".
83 16/09/2011 12:17pm Phone Blasting The complainant called the Environment Hotline and made a
complaint stating that the vibration from the blast had woken
them up.
84 18/09/2011 5:59pm Phone Dust Complainant called environmental hotline regarding dust coming
from the western extension area of the mine. The complainant
also called back twice after the initial call at 6:29pm and 7:14pm
as no feedback was given prior to these calls.
85 20/09/2011 8:32am Phone Dust Complainant called to advise they were being "bombarded" with
dust.
The Environmental Advisor viewed the North Open Cut operations following
the complaint and called the complainant back at 7:30pm (15/9/11). The
complainant was advised of the current work occurring in the North Open Cut
and that given where we were working (lowest point of the mine), there was
nothing we could relocate to try and reduce the noise levels, it was also noted
how still the night was, which would not be helping the noise impacts at the
residence.
The complainant was not called back at the request of the complainant. The
blast monitoring results were reviewed and determined to be well within
required limits. The highest result at a closer residence was 109.31dB(L) and
2.60mm/sec.
The OCE called the complainant back around 7:20pm and discussed the issue.
The dump was also relocated to a lower position around 7:20pm from the 140
dump to the 120 dump. The environmental advisor called the complainant
back around 8:00pm and discussed the complaint in more detail, All three
water carts were operating at the time of the complaint. Mitigation measures
were also discussed with the complainant and the complainant was resent a
copy of the mitigation letter which entitles them to dust (and noise) mitigation
measures at their residence.
Several actions were taken to attempt to control the dust, these included:
Ceasing all production activities, parking up excavators, loaders, dozers and
trucks. While still running all 3 water trucks. Civil work on the tailings dam was
also pulled up and other works delayed. Utilising water trucks and pump lines
to reduce dust being generated from the tailings dam surface.
The complainant was spoken to at 1:22pm and advised of all the actions we
were taking, apologies were made for any inconvenience caused.
25

Complaints Register.xls
No. Date Time Mode of
Complaint
Nature of
Complaint
Complaint Comments
Action taken
86 20/09/2011 10:54am Phone Dust Complainant called the environmental hotline and noted "heaps
of dust due to the wind at 9:00am"
Several actions were taken to attempt to control the dust, these included:
Ceasing all production activities, parking up excavators, loaders, dozers and
trucks. While still running all 3 water trucks. Civil work on the tailings dam was
also pulled up and other works delayed. Utilising water trucks and pump lines
to reduce dust being generated from the tailings dam surface.
The complainant was called back around 11:00am and the dust issue was
discussed and current actions being taken were advised.
87 20/09/2011 11:30am Phone Dust Complainant called the complaints line and advised that the dust
was no good with the strong westerly winds.
Several actions were taken to attempt to control the dust, these included:
Ceasing all production activities, parking up excavators, loaders, dozers and
trucks. While still running all 3 water trucks. Civil work on the tailings dam was
also pulled up and other works delayed. Utilising water trucks and pump lines
to reduce dust being generated from the tailings dam surface.
The complainant was spoken to at 1:22pm and advised of all the actions we
were taking, apologies were made for any inconvenience caused.
88 21/09/2011 7:52pm Phone Light Complainant called the hotline and advised of dump lights shining
in the direction of their residence
The OCE received the message and checked and relocated the lighting plant.
The environmental advisor spoke with the OCE to advise the location of the
complainant relevant to the mine.
The OCE noted that he proactively selected the initial lighting plant location to
try and reduce impacts on the surrounding residents and was surprised that its
location was impacting nearby residents, but was going to address it
immediately.
26