CS18 Community Survey 2018 - Central Highlands Region · fairly stable, however satisfaction has dropped for sporting facilities, cultural and entertainment facilities, and ... are

CS18 –Community Survey 2018Central Highlands Region

The Research 6

Living in the Community 10

Rates & Provision of Services 16

Facilities & Services 21

Environmental Issues 33

Perceptions of Local Government 39

Satisfaction with Council 43

Council Contact & Communication 49

Demographics 54

C o n t e n t s

Summary of Key Findings (1)

3

Base: All respondents (2016 n=428, 2018 n=398)

RESEARCH BACKGROUND

This research represents the 6th wave of Community

Satisfactionn research conducted.

A total of n=398 random telephone interviews were

conducted.

LIVING IN THE REGION

Satisfaction with living in the region, its people (and the

mix of people), has remained comparable to previous

results. Similarly, there has been consistent results in

2018 in relation to the country town aspect coupled with a

relaxed lifestyle.

• In 2018, there has been a significant decline in

relation to perceptions of safety and that the

Central Highlands region is a good place to raise

kids.

• Convenient access to other centres and high

involvement in sports has also dropped.

RATES PROVISION

Satisfaction with rates paid, value for money, and Council

services and facilities, and the aesthetics of the region

have remained stable.

INFRASTRUCTURE

Satisfaction with the various aspects of infrastructure is

also largely unchanged in 2018, with highest satisfaction

for rubbish collection, signs and road markings, and the

rubbish transfer stations/landfills.

• There has been a decline in satisfaction from

2016 in relation to rubbish transfer

stations/landfill, and traffic management.

• Declines are also noted in relation to sewerage

services, airports, and water quality which

continues to fluctuate year on year.

COUNCIL SERVICES & PERFORMANCE

Satisfaction with Council facilities and services has been

fairly stable, however satisfaction has dropped for

sporting facilities, cultural and entertainment facilities, and

shopping facilities.

There has been an increase in support for environmental

opportunities around recycling services and limiting water

use.

Average satisfaction with key characteristics of living in

the community has remained fairly consistent at 70%.

Summary of Key Findings (2)

4


TRENDS BY KEY SEGMENTS

In looking at the various results, there are general trends

by different sub-segments of the community.

AGE

18 -34 year old residents are the least satisfied with water

supply and quality.

They are also the most open to subsidising

increased recycling services.

34 – 54 year old residents are the least satisfied with

certain aspects of living in the region, such as the stability,

access to other centres, mix of people, and the friendliness

of people.

They have low satisfaction with rates paid and

have the highest interest in trading reduced service

for a reduction in rates paid.

55+ year olds are the most satisfied with rates and value

for money, but have the least interest in trading reduced

rates for reduced services.

LENGTH OF RESIDENCY

Those who have lived in the Central Highlands for 11+

years tend to be the least satisfied in key areas:

Infrastructure

Council's performance in Customer and

Information services, and responding to the

community

These residents are the least interested in reducing

services for reduced rate, and overall have the lowest

satisfaction rating with Council overall (38%).

LOCALITY

Generally, results are more positive for those living in

Emerald and Capella.

Blackwater residents are least satisfied with living in the

region, particularly in relation to involvement in sports,

stability in the region, the country aspect, and safety.

Less satisfied with facilities and services, and the

aesthetics of the area.

Lowest satisfaction with many aspects of

infrastructure

Lowest satisfaction with Council facilities and

services (e.g. pools, parks) as well as Council's

performance in Customer and Information

services.

Springsure region residents are also less satisfied with

facilities and services, and the aesthetics of the region.

Lowest satisfaction with many aspects of

infrastructure

Lowest satisfaction with Council’s performance

overall (17%).

Key Performance Indicators

71%

are satisfied with the level of

facilities and services provided

by the council

[70% in 2016]

93%

enjoy living in the

Central Highlands region

[95% in 2016]

70%*

are satisfied with the key

characteristics of their

community

[74% in 2016]

* This result is an average of the community

satisfaction metrics to the right

COMMUNITY SATISFACTION

86% Feel people are friendly [86% in 2016]

5

80% Feel there's a country town/rural life aspect [76% in 2016]

79% Feel it's a safe place to live [88% in 2016]

78% Feel it's a good place to bring up kids [87% in 2016]

75% Feel there's a good mix of age groups [77% in 2016]

74% Feel it's a relaxed lifestyle [72% in 2016]

73% Feel there's a good mix of people [80% in 2016]

57% Feel there's a high involvement with sport [68% in 2016]

55% Feel it's a stable community [51% in 2016]

44% Feel there's convenient access to other centres [55% in 2016]


KPI 1

KPI 2

KPI 3

RESEARCH BACKGROUND

Central Highlands Regional Council is the Local

Government Authority west of Rockhampton in central

Queensland. With a population size of around 30,000,

Council is rich in minerals and agriculture.

Council has undertaken resident research in the past,

and identified the need to undertake a fresh round of

research in 2018, to continue to track performance and

identify the needs and requirements of the community.

OBJECTIVES:

The primary objective of the research was to provide

robust insight into the current performance of Council and

identify the needs and expectations of the community.

The specific objectives were to:

1. Determine community satisfaction with the

Council, its servicing and facilities;

2. Identify areas for improvement based on priority,

in order to provide strategic direction to Council

on where improvements will yield greater

outcomes on overall performance; and

3. Track performance against previous research

FIELDWORK

This report is based on quantitative telephone research

involving n=398 randomly contacted residents across

the Central Highlands Local Government Area (LGA)

over 18 years of age.

The survey was conducted from Enhance Research’s

Brisbane-based call centre.

The average interview length was 30 minutes.

The overall response rate achieved was 49%.

6

The Research

RESEARCH BACKGROUND

This report represents the sixth wave of the Central Highland

Regional Council’s Community Survey. It is the first wave

undertaken by Enhance Research, with prior waves

conducted by Central Queensland University (CQU).

REPORT INTERPRETATION

The base note included below each table and chart

throughout the report represents the sample size, which

indicates the number of participants who answered the

relevant question.

Where questions do not sum to 100%, this is due either to

rounding or a multiple response question.

CHANGES NOTED IN PAST RESEARCH

To ensure quality and consistency, Enhance Research re-

ran all previous data year by year.

• In some instances, inconsistencies were found due

to factors such as running results with or without

removing ‘no responses’. This differed by question,

and also year on year.

The past data has been re-run consistently in what is

considered ‘best practice’.

• This has meant that some previously reported

outputs differ slightly to what is shown in this report

(not dramatically in most cases), however there is

full confidence that all reporting is now consistent

and accurately calculated. 7

SIGNIFICANCES BY SEGMENTS OF INTEREST

All results have been tested by various segments to identify

any significant differences:

• Only where significant differences are evident across

segments of interest have they been shown in the

report

• A statistically significant difference simply indicates

that the difference in unlikely to be due to sampling

error

• While some significant differences may seem

inconsistent between segments, this is due to

varying sample sizes between segments from which

the differences are calculated.

Examples of how significant differences have been

highlighted is as follows:

• In this example, males are

significantly more satisfied

with Health Services than

females

• Time series charts show significant changes via the

use of dotted lines. Only those with dotted lines

represent a change year on year.

GENDER

Male Female

Satisfaction with Health Services 50% 37%

About This Report

INTRODUCTION

All data (past and 2018) has been post-weighted. Data

analysed prior to 2018 was not originally post-weighted by

CQU.

WHAT IS POST-WEIGHTING?

Post-weighting is a common practice in research, particularly

in large-scale quantitative population surveys. The majority

of population surveys conducted by Enhance Research for

other Councils and the Queensland Government are post-

weighted.

Post-weighting simply means that the data is adjusted during

analysis to accurately reflect the population of interest. In this

case, the demographic profile (age and gender) of the

Central Highlands Local Government Area (LGA).

Post-weighting ensures that the results are representative

year on year, and that various segments within the

population are not over or under-represented.

• It is common in research, even in random telephone

surveying for there to be skews in who responds.

• For example, young males are traditionally under-

represented as they are less likely to participate,

whereas older females (and females in general) tend

to be over-represented.

Enhance Research used the most accurate population

information from the Australian Bureau of Statistics Census

Data for the Central Highlands Local Government Area

(LGA) as the basis for the post-weighting (age groups by

gender). 8

IMPACT OF POST-WEIGHTING ON PAST RESULTS

The results in previous reports prior to this wave were not

post-weighted

• In reviewing the profile of respondents prior to 2018,

males were significantly under-represented (~35% of

the sample, whereas represent ~52% of population).

• It should be noted that the profile year on year prior

to 2018 was relatively consistent in the proportion of

males to females, so differences over time caused

by the skewed profile of respondents would have

likely been minimal.

• However, it is still ‘best-practice’ to ensure the

results are as representative of the population as

possible to begin with and consistently applied each

year.

To determine the impact of re-weighting the past data,

Enhance Research compared the unweighted results to the

re-weighted results.

• The differences were generally minor as shown in

the example below:

• Where Council has set KPI’s using past unweighted data,

Enhance Research has outlined the adjusted KPI using

weighted data, and the subsequent outcome for 2018 to

accurately determine performance against the KPI.

Base n=398 Weighted Unweighted

Yes 46% 43%

No 47% 51%

Don't know 7% 6%

Total 100% 100%

Q1ENV2 Would you be

prepared to subsidise, through

rate payments or other

methods, more recycling

activities if this opportunity

was available

Weighted Data

1. LOCALITY

Supporting our local economy

10

51%

2%

2%

1%

1%

1%

18%

5%

3%

1%

7%

1%

4%

2%

Emerald

Anakie

Sapphire

Rubyvale

Willows Gemfields

Comet

Blackwater

Dingo

Duaringa

Bluff

Springsure

Rolleston

Capella

Tieri

58%

Emerald

28%

Blackwater

8%

Springsure

6%

Capella

Locality Grouping

For this report, locations in the Central Highlands region

have been grouped into four regions, including:

▪ Emerald

▪ Blackwater

▪ Springsure

▪ Capella

2. LIVING IN THE COMMUNITY

Protecting our people and our environment

Base: All respondents (2008 n=477, 2010 n=463, 2012 n=456, 2014 n=428, 2016 n=428, 2018 n=398)

QLOC4 Overall, do you enjoy living in the Central Highlands region?

12

94%95% 95%

94%95%

93%

2008 2010 2012 2014 2016 2018

Enjoy Living in Central Highlands

Almost all residents enjoy living in the Central Highlands region. This result has been consistent over time.

% Yes

87%

88%

88%86%

86%

93%

90%

86%

91%88%

79%86%

87%

80%

77%

80%

73%73%

78%79%

74%

77% 75%

88%

84%

88% 87%

78%

2008 2010 2012 2014 2016 2018

People are friendly Safe place to live Good mix of people

Good mix of age groups Good place to bring up kids

13

Satisfaction withthe Community (1)


QCS1-QCS5. How do you feel about your community?

% Very much and mostly Indicates a significant

change between waves

Residents feel that there is a good mix of people and ages in the region. They also feel that people are mostly friendly. However,

there has been a significant decline since 2016 in the proportion of residents who feel that the Central Highlands region is a safe

place to live and a good place to bring up kids.

77%

73%

65%

35%

51%

55%

78%75%

72%

74%

62%57%

56%

68% 68%57%

54%51%

61%

50%

55%

44%

75%

71%

67%

75%74%

80%

2008 2010 2012 2014 2016 2018

A stable community A relaxed lifestyle High involvement with sport

Convenient access to other centres Country town/rural life aspect

14Base: All respondents (2008 n=477, 2010 n=463, 2012 n=456, 2014 n=428, 2016 n=428, 2018 n=398)


Indicates a significant


% Very much and mostly

Satisfaction withthe Community (2)

Residents feel that the Central Highlands region has country town and rural aspects, and a relaxing lifestyle. Compared to 2016,

significantly fewer residents feel that there is convenient access to other centres and high involvement in sport.

AGE REGION

18 - 34 35 - 54 55+Black

waterCapella* Emerald

Spring

sure

People are friendly 91% 81% 85% 85% 87% 85% 89%

Country town/rural life aspect 84% 75% 83% 66% 94% 84% 91%

Safe place to live 78% 80% 79% 67% 84% 83% 91%

Good place to bring up kids 75% 78% 82% 70% 91% 80% 82%

Good mix of age groups 79% 73% 74% 69% 64% 81% 68%

A relaxed lifestyle 71% 72% 80% 71% 83% 78% 44%

Good mix of people 80% 66% 76% 66% 74% 78% 66%

High involvement with sport 52% 59% 61% 31% 59% 68% 68%

A stable community 60% 46% 65% 41% 60% 61% 61%

Convenient access to other centres 43% 35% 60% 37% 44% 49% 29%

Satisfaction withthe CommunityBy Segments

Base: All respondents (2018 n=398; 18 to 34 n=59, 35 to 54 n=192, 55+ n=147;

Blackwater n=102, Capella n=27*, Emerald n=233, Springsure n=36) *Caution small sample size


Figures in GREEN are significantly

greater than figures in RED

% Very much and mostly *Caution small sample size

Residents under 35 are significantly more likely to feel that people are

friendly and that there is a good mix of people. Residents aged 55 and older

are more likely to feel that it is a stable community and that there is

convenient access to other centres.

Residents in Emerald are significantly more likely to feel that it is a safe

place to live, that there is a high involvement in sport, and that it is a stable

community. Residents from Blackwater are the least likely to feel this way.

15

Best and Worst Things About the Area

Base: All respondents (2018 n=398)

Q1CS12. What do you feel is the BEST thing about living in your area?

Q1CS13. What do you feel is the WORST thing about living in your area?

THE BEST THING ABOUT LIVING IN THE AREA CHALLENGES WITH LIVING IN THE AREA

▪ The country and rural aspect to the community makes it

appealing for the residents.

▪ The friendly people.

▪ The small size of the community helps in establishing

networks and relationships with almost everyone.

▪ The community is safe for children and there is minimal

crime in the region.

▪ There is a good support for elderly people.

The community and the people

are great. They're friendly and

nice.”

“I like the country lifestyle. I can

go fishing, have a BBQ, and the

recreation for me at my age is

quite good.”

▪ Isolated from the major towns or cities.

▪ Limited transport facilities and the cost of travelling to

major towns is high.

▪ Lack of recreational activities except football which may

not be appealing for the kids.

▪ Limited access to good medical and aged care facilities.

▪ Council rates are very high.

“The lack of amenities for the

elderly. For example, we don't

have a retirement village.”

“Council rates are too high. I

think we are penalized for living

remotely. I pay ten thousand

dollars a year in rates and I get

nothing for it.”

“It’s a bit isolated sometimes

and there is not much to do

recreationally.”

“We don't have a grocery store

so we have to drive fifty-five

kilometres to get groceries.”

“The wide open spaces, it's not

compact, it's spacious. Lots of

room to breathe.”

“It is not a big city so it does not

take long to get to where you

need to go.”

16

3. RATES AND PROVISION OF SERVICES

Supporting our local economy

Base: Respondents who pay rates (2012 n=354, 2014 n=347, 2016 n=379, 2018 n=348)

Q1RS1a. Do you feel you are getting value for money?

30%

21%26%

33%

2012 2014 2016 2018

Value For Money

In 2018, only one third of rate payers feel they are getting value for money. Rate

payers under 55 years old are significantly more likely to feel that they are not

getting their money’s worth.

% FEEL THEY ARE GETTING VALUE FOR MONEY

DIFFERENCES BY AGE

% YesIndicates a significant


28% 27%

47%

18

18 to 34 35 to 54 55+



24%

44%36% 34%

67%

48% 60% 59%

9% 8% 5% 7%

2012 2014 2016 2018

Lower rates for reduced services About the same as now

Higher rates for more services


Q1RS2. Would you prefer?

Rates vs Services

% lower rates for reduced services

37%42%

21%

RATES VS SERVICES PREFERENCE

19

DIFFERENCES BY AGE

18 to 34 35 to 54 55+

Around one third of rate payers prefer lower rates for reduced services.

This has remained stable since 2016. Rate payers under 55 years are

more likely to prefer lower rates.




QRS4. Overall, are you satisfied with the level of community facilities and services provided in your area by your council?

BASE: Respondents who are dissatisfied (2018 n=286) QRS5. Could you please explain why you are not satisfied?

69%

63% 64%67%

70% 71%

2008 2010 2012 2014 2016 2018

Satisfaction with Council Facilities and Services

Most residents are satisfied with the level of community facilities and services provided

by the Council. Residents in Blackwater and Springsure are significantly less satisfied

with the facilities and services being provided than residents from Emerald.

SATISFACTION WITH FACILITIES AND

SERVICES PROVIDED BY COUNCIL

20



51%

79% 82%

61%

Blackwater

Capella*

Emerald

Springsure

DIFFERENCES BY REGION

REASONS FOR DISSATISFACTION

▪ Limited services for rural residents

▪ Youth don't have enough to do

▪ Too often they focus on larger towns

▪ Recycling pick-up not frequent enough



*Caution small sample size


QRS6. Overall, are you satisfied with your area's general presentation and appearance?

BASE: Respondents who are dissatisfied (2018 n=286) Could you please explain why you are not satisfied?

Satisfaction with Presentation & Appearance

There is a high level of satisfaction with the general presentation and appearance of the

area in the Central Highlands region. Again, residents of Emerald are significantly more

satisfied than residents in Blackwater and Springsure.

SATISFACTION WITH GENERAL PRESENTATION

AND APPEARANCE OF THEIR AREA

81%

87%

75% 77% 79%82%

2008 2010 2012 2014 2016 2018

21



75% 79%87%

75%

Blackwater

Capella*

Emerald

Springsure




REASONS FOR DISSATISFACTION

▪ Most funding and investment goes to Emerald.

▪ Little attention paid to the maintenance of

infrastructure such as parks, roads and

recreational facilities.


4. FACILITIES AND SERVICES

Building and maintaining quality infrastructure

14%

9%

18%

10%

42%

46%44%

70% 68%

73%

66%

45% 46%

45%36%

42%

43%

50%

34%36%

48%

60%

45%

2012 2014 2016 2018

Public/Community transportation Health Services Education

Disability Care Aged Care Child Care


QWS1-QWS6. How satisfied are you with the following?

23

% Very satisfied and satisfied

Overall, residents are reasonably satisfied with the education services available in the area.

Since 2016, satisfaction with transportation, child care, and aged care services has dropped

significantly.

Satisfaction with Wide Ranging Services



REGION LENGTH OF RESIDENCY

Black


Spring

sure< 6 6 - 10 11+

Education 56% 60% 75% 45% 77% 73% 61%

Child Care 40% 44% 52% 14% 49% 53% 42%

Health Services 37% 10% 50% 49% 42% 56% 41%

Disability Care 17% 0% 48% 39% 35% 47% 34%

Aged Care 22% 17% 38% 47% 61% 38% 30%

Public/Community transportation 9% 0% 12% 10% 15% 14% 8%

Satisfaction with Wide Ranging Services




Residents in Emerald are significantly more satisfied with the child care

services available than residents in Springsure. They are also more

satisfied with the disability care than Blackwater residents. Emerald

residents are significantly more satisfied with education services than

both Springsure and Blackwater residents.


By Segments

Base: All respondents (2018 n=398; Blackwater n=102, Capella n=27*, Emerald n=233, Springsure n=36;

< 6 n=40, 6-10 n=73, 11+ n=283) *Caution small sample size

QWS1-QWS6. How satisfied are you with the following?

24

34%

21%

30%

35%

30%

34%

24%

28%

36%

31%

36%

48% 50%

57%

50% 51%

55%

59%67%

70% 65%

71% 70%68%

75% 73%71%

2008 2010 2012 2014 2016 2018

Maintenance of rural gravel roads Maintenance of rural sealed roads Maintenance of urban streets

Parking facilities Signs and road markings


QFSI1-QFSI5. How satisfied are you with the following?

Residents are reasonably satisfied with parking facilities and signs and roads.

Residents are much less satisfied with the maintenance of rural sealed and gravel

roads. Results have remained consistent since 2014.

Satisfaction with Infrastructure (1)


change between waves% Very satisfied and satisfied

25



Satisfaction with rubbish collection is high and most residents are satisfied with the street lights

and bike paths, footpaths and handrails. While still reasonable high, satisfaction with traffic

management and rubbish transfer stations/landfills has significantly declined since 2016.




55%

52%55%

59%

52%51%54%

55% 58%62%

61%

81% 81%

86%

81%

84%

78%

80%74% 80%

84%

81%

70%

67%

58%

72%76%

66%

2008 2010 2012 2014 2016 2018

Bike paths, footpaths, handrails Street lights Rubbish collection

Rubbish transfer stations/landfills Traffic management


26

Satisfaction with sewerage, airports and aerodromes, and water quality have

significantly declined since 2016. Satisfaction with drains is low.




82%80%

84%88%

84%

74%

61%

68%

55%

53%

64%

54%

52%

42%45%

50%

40% 39%

69%

58%

56%62%

78%

62%63%

50%

45%

62%

49%

2008 2010 2012 2014 2016 2018

Sewerage Water supply Drains Airports and aerodromes Water quality


27Base: All respondents (2008 n=477, 2010 n=463, 2012 n=456, 2014 n=428, 2016 n=428, 2018 n=398)


AGE REGION LENGTH OF RESIDENCY

18 - 34 35 - 54 55+Black


Spring

sure< 6 6 – 10 11+

Sewerage 80% 68% 76% 62% 92% 79% 69% 84% 86% 67%

Signs and road markings 83% 59% 73% 65% 57% 74% 77% 86% 78% 65%

Rubbish transfer stations/landfills 69% 67% 77% 57% 85% 76% 65% 90% 72% 66%

Airports and aerodromes 61% 58% 70% 25% 58% 79% 57% 68% 73% 57%

Street lights 72% 54% 58% 60% 72% 62% 55% 63% 65% 61%

Water supply 46% 56% 64% 48% 53% 61% 26% 55% 63% 51%

Bike paths, footpaths, handrails, etc 52% 52% 53% 36% 61% 59% 51% 47% 62% 50%

Maintenance of urban streets 51% 47% 55% 36% 72% 58% 33% 61% 62% 45%

Water quality 42% 46% 66% 24% 33% 68% 16% 47% 57% 48%

Drains 39% 36% 43% 43% 67% 34% 42% 45% 32% 39%

Maintenance of rural sealed roads 38% 34% 36% 28% 27% 45% 11% 51% 46% 30%

Maintenance of rural gravel roads 26% 29% 37% 30% 39% 32% 7% 28% 40% 27%




Residents in Emerald are significantly more satisfied with a lot of the

infrastructure than Blackwater residents.

Satisfaction with Infrastructure


By Segments

Base: All respondents (2018 n=398; 18 to 34 n=59, 35 to 54 n=192, 55+ n=147; Blackwater n=102, Capella n=27*,

Emerald n=233, Springsure n=36; < 6 n=40, 6-10 n=73, 11+ n=283) *Caution small sample size


28

62%

59%63%

62%

57%

65%

53%

57%57%

50%

48%

54%51%

45%48% 50%

75%78% 77% 78% 76%

67%

60% 64%

64% 65% 75%

60%

2008 2010 2012 2014 2016 2018

Parks, playgrounds and public amenities Environmental protection and conservation

Animal control Heritage protection

Sporting and recreational facilities


QFSC1-QFSC5. How satisfied are you with the following?

Satisfaction with Council Facilities & Services (1)

Residents are reasonably satisfied with heritage protection and parks, playgrounds and

public amenities. Satisfaction for sporting and recreational facilities has declined

significantly since the peak achieved in 2016.

29

% Very satisfied and satisfied Indicates a significant


Satisfaction with Council Facilities & Services (2)

Residents are reasonably satisfied with libraries and other information access, swimming pools and

community safety. Satisfaction with cultural and entertainment facilities, and shopping facilities has

dropped since 2016.






78%

77% 77%74%

76%

71%

53%

61% 63%

61%

51%

83%87% 85% 85% 84%

76%

75%

75%

74%

67%

45% 44%

59%

63%

67%

54%

2008 2010 2012 2014 2016 2018

Swimming pools Cultural and entertainment facilities

Libraries and other information access Community safety

Shopping facilities

30

AGE REGION LENGTH OF RESIDENCY

18 - 34 35 - 54 55+Black


Spring

sure< 6 6 - 10 11+

Libraries and other information access 72% 79% 78% 57% 97% 83% 76% 69% 85% 75%

Swimming pools 64% 74% 76% 62% 96% 74% 63% 74% 85% 67%

Heritage protection 77% 63% 62% 51% 87% 75% 58% 90% 77% 61%

Community safety 67% 66% 66% 39% 80% 77% 75% 61% 85% 62%

Parks, playgrounds and public amenities 54% 62% 72% 52% 78% 67% 44% 70% 66% 59%

Sporting and recreational facilities 51% 61% 70% 48% 57% 67% 51% 64% 66% 57%

Shopping facilities 52% 50% 62% 20% 29% 74% 42% 45% 64% 52%

Cultural and entertainment facilities 51% 48% 54% 39% 80% 54% 45% 42% 64% 48%

Animal control 55% 44% 54% 41% 53% 55% 43% 62% 48% 49%

Environmental protection & conservation 55% 49% 44% 30% 59% 60% 41% 64% 58% 45%




Residents under 35 are significantly less satisfied with sporting and recreational facilities

and parks, playgrounds and public amenities than residents aged 55 and older. Residents

in Blackwater are significantly less satisfied with most council facilities and services than

Emerald residents.

Satisfaction with Council Facilities & Services


By Segments

Base: All respondents (2018 n=398; 18 to 34 n=59, 35 to 54 n=192, 55+ n=147; Blackwater n=102, Capella n=27*,

Emerald n=233, Springsure n=36; < 6 n=40, 6-10 n=73, 11+ n=283) *Caution small sample size


31

44%41%

38%

40%43% 43%

45%43%

41%

52%

42%

65%

63%

52%

20%

34% 36%

64%

51%

42%

38%

41% 37%

2008 2010 2012 2014 2016 2018

Town planning Regulation of building and development

Economic development/Local employment Development of tourism


QFSM1-FSM4. How satisfied you are with the next few items that relate to community and lifestyle facilities and services?



Satisfaction with Regional ManagementLess than half of residents are satisfied town planning, regulation of building and development,

economic development and local employment, and tourism. Satisfaction has remained stable

since 2016.


32

AGE REGION

18 - 34 35 - 54 55+Black


Spring

sure

Town planning 54% 36% 38% 39% 51% 45% 34%

Regulation of building and development 51% 37% 38% 26% 53% 51% 23%

Economic development/Local employment 34% 36% 40% 26% 35% 43% 20%

Development of tourism 28% 36% 51% 24% 42% 44% 31%

Satisfaction with Regional Management


Younger residents are significantly more satisfied with town planning,

while older residents are more satisfied with developments in tourism.

Again, residents in Blackwater are significantly less satisfied in most

areas than Emerald residents.


Base: All respondents (2018 n=398; 18 to 34 n=59, 35 to 54 n=192, 55+ n=147;

Blackwater n=102, Capella n=27*, Emerald n=233, Springsure n=36) *Caution small sample size

QFSM1-FSM4. How satisfied you are with the next few items that relate to community and lifestyle facilities and services?

By Segments


greater than figures in RED 33

5. ENVIRONMENTAL ISSUES

Protecting our people and our environment


QENV1A. Do you believe that there are any environmental problems or issues in your area?

Base: Respondents who feel there are environmental problems or issues (2018 n=398)

QENV1B. What environmental problems or issues do you believe there are?

35

Environmental IssuesOne third of residents believe there are environmental issues in their

area. Some of these issues include water quality, damage from the coal

mines, weeds and rubbish problems.

% WHO BELIEVE THERE ARE

ENVIRONMENTAL ISSUES IN THEIR AREA

43%

32%

41% 42%

36% 37%

2008 2010 2012 2014 2016 2018

ENVIRONMENTAL

PROBLEMS OR ISSUES



“Cleanliness, there is a lot of rubbish lying around

in the streets.”

“Coal mines and the rehabilitation. It's not being

done to a satisfactory standard.”

“Ensham Mine released toxic water into the river

and they said it would be fine but now no one will

drink the water. People in Blackwater buy their

water now, they are too scared to drink the tap

water.”

“The weeds and drainage are a problem. Because

the weeds are noxious and they take over and

nobody does anything about them. We have

serious issues in Bluff with drains being blocked

and a lack of maintenance.”

“Waste management. There should be more

recycling. In rural properties no one comes to pick

up recycling bins.


Q1ENV2. Would you be prepared to subsidise, through rate payments or other methods, more recycling activities if this opportunity was available?

39%37%

31%

42%

2012 2014 2016 2018

% PREPARED TO SUBSIDISE

MORE RECYCLING ACTIVITIES

36

SubsidingRecycling Activities In 2018, significantly more residents are prepared to subsidise, through rate payments or other

methods, more recycling activities if the opportunity was available. Younger residents (under

35) and residents who have lived in the area for less than six years are the most supportive of

the subsidy.



53%41%

31%

68%

43% 38%

DIFFERENCES BY LENGTH OF RESIDENCY

DIFFERENCES BY AGE

18 to 34 35 to 54 55+

< 6 6 to 10 11+



37

58% 59%61%

51%

69%

2010 2012 2014 2016 2018

SUPPORT FOR A LIMIT ON WATER USAGE

TO REDUCE CONSUMPTION IN THE REGION

% Yes



54%

48%

54%

47%

2012 2014 2016 2018

SUPPORT FOR COSTS OF UPGRADING WATER & SEWERAGE

INFRASTRUCTURE BEING PASSED ON TO RATE PAYERS

% Yes

Upgrading Infrastructure& Water Usage Limits


QENV3. Would you support these costs being passed on to those rate payers who receive these benefits?


QENV6. Would you support a limit on water usage in an effort to reduce consumption in the region?

Just under half of rate payers are supportive of costs incurred from the upgrading of water and

sewerage infrastructure being passed on to them. 7 in 10 residents are in support of a limit on water

usage in an effort to reduce consumption in the region. Support has significantly increased since 2016.


QENV4. Which of the following water saving methods/devices are in place at your household?

38

Water Saving Methods

94%

81%

67%

37%

35%

32%

Dual-flush toilet

Low volume shower heads

Timers on sprinklers

Rain water tanks

Drip water systems

Re-use of grey water

The most popular water saving methods are dual-flush toilets, low volume shower heads and timers on sprinklers.

Residents aged 55 and older and residents who have lived in the area for more than 10 years are significantly more

likely to have a rain water tank or a drip water system. Springsure residents are more likely to have rain water tanks

compared to Emerald residents. They are also more likely to have drip water systems than Blackwater residents.

AGE

18 - 34 35 - 54 55+

Rain water tanks 34% 32% 50%

Drip water systems 20% 42% 44%

REGION

Black


Spring

sure

Rain water tanks 38% 65% 27% 82%

Drip water systems 20% 35% 39% 52%

LENGTH OF RESIDENCY

< 6 6 – 10 11+

Rain water tanks 26% 15% 46%

Drip water systems 21% 34% 38%

WATER SAVING METHODS

IN THE HOUSEHOLD





QENV8a. Do you think that you are recycling the maximum amount of appropriate materials in your household

Base: Respondents who do not recycle everything (2018 n=104)

QENV8b. What is the MAIN reason that you don't recycle more?

39

Almost 3 in 4 residents recycle everything they possible can. This has significantly increased since

2016 and may relate to the significant increase in support for subsidising further recycling efforts

outlined earlier. For those who do not recycle everything, the main reason for not doing so is

forgetfulness.

7% 8% 5% 11%12% 10% 15% 9%

6%

25% 26%

35%27%

21%

56% 56%44%

53%

73%

2010 2012 2014 2016 2018

I recycle everything I possibly can

I recycle most things but may miss a few

I don't recycle quite a few things that I could

I don't recycle at all

MAIN REASON FOR NOT RECYCLING

Recycling Behaviour

AMOUNT OF RECYCLING

DONE IN THE HOUSEHOLD

31%

19%

9%

7%

7%

5%

4%

4%

Forget about doing this

Don't have a kerbside recycling

Preperation takes too long

Too far to travel

Recycling is not that beneficial

Bin fills up too quick

Don't know what to recycle

Area doesn't haverecycling facilities

6. PERCEPTIONS OF LOCAL GOVERNMENT

Leadership and governance


QLG1-QLG4. Do you agree with the following statement?

Performance ofLocal Government

41



Less than half of residents agree that local government has a good knowledge of local issues and

what the community wants, or that local government effectively represents the needs of their

community. Results have remained stable since 2010.

66%

47%

52%

52%

59%

51%

52%

46%46%

44%

49%

43%

57%

43% 42%42%

44%41%

2008 2010 2012 2014 2016 2018

The local government is doing its best to look after all the communities in the region

The local government has a good knowledge of local issues and what the community wants

The local government effectively represents the needs of the community

% Strongly agree and agree

Base: All respondents (2018 n=398)

QLG5. Do you think you can have influence over local government decisions?

Local Government Decisions

42

One fifth of residents feel they can influence local government decisions. Residents

aged 55 and older are significantly more likely to feel this way.

22%

17%

62%

Agree

Neither

Disagree

CAN HAVE INFLUENCE OVER

LOCAL GOVERNMENT DECISIONS

Unable to track due to

changes in question scale

25%

15%

29%

18 to 34 35 to 54 55+

% agree

DIFFERENCES BY AGE



43Base: All respondents (2018 n=398)

QLG5. If you had to choose ONE issue that your local government could improve upon throughout the region, what would that be?

Suggestions for Improving Local Government

▪ A better flood management system in the region.

▪ Better water quality and management.

▪ Improved green waste management system.

▪ Recreational activities and services such as performing

arts and music and activities for the youth.

▪ Refresh the overall look and services of the region so it

becomes more attractive for the residents. It should not

be FIFO but provide something meaningful for the people

to stay in the region.

▪ Cheaper rates.

▪ Better roads and road maintenance.

“More facilities for youth such as

skate parks for teenagers.”

“Better flood management. We need

to prepare before the floods come. We

need to improve the infrastructure.”

“Our rate prices are huge compared

to other areas.”

“Improve the water quality. There is

something wrong with the water. We

get sick if we drink it, so we have to

buy bottled water.”

“Building better quality roads. The

current quality of roads is

unsatisfactory and the roads are

breaking up.”

“We need green bins. At the moment

everyone puts all their grass clippings

etc, into the rubbish bin and it goes to

landfill.”

“Maintenance on infrastructure and

the roads needs to be improved. E.g.

Road to Tambo is a disgrace.”

“Work on town beautification. Fix it up

and make it an attractive place to live

again.”

7. SATISFACTION WITH COUNCIL

[Enter title here]Our organisation


QCOU1- QCOU7 How satisfied you are with each item?

67%

67%

72%70%

75%

61%

66%

69%

70%66% 67%

51%51% 53% 52% 53%

55%45%

36%

39%

38%

38%

32% 36%30%

34% 33%

48%48%

43%

36%38%

35%

41% 38%39%

42%

2008 2010 2012 2014 2016 2018

Customer service Information services Informing the community

Consulting the community Responding to the community Engaging with the community

Providing leadership & advocacy

Satisfaction with Local CouncilLess than half of residents are satisfied with the way Council informs the community, and their

leadership and advocacy. Residents are unsatisfied with how Council engages with, consults

with and responds to the community. Since 2016 there has been a significant decrease in

satisfaction with Council’s information services and customer service.

45




Base: All (2018 n=398; 18 to 34 n=59, 35 to 54 n=192, 55+ n=147; Male n=167, Female n=231;

Blackwater n=102, Capella n=27*, Emerald n=233, Springsure n=36; < 6 n=40, 6-10 n=73, 11+ n=283) *Caution small sample size

QCOU1- QCOU7 How satisfied you are with each item?

REGION LENGTH OF RESIDENCY

Black


Spring

sure< 6 6 – 10 11+

Customer service 57% 65% 64% 51% 65% 75% 56%

Information services 31% 57% 60% 51% 49% 69% 47%

Informing the community 33% 49% 51% 41% 53% 58% 40%

Providing leadership & advocacy 25% 53% 38% 30% 36% 40% 33%

Consulting the community 23% 51% 41% 24% 42% 42% 31%

Engaging with the Community 34% 46% 47% 32% 49% 47% 39%

Responding to the community 29% 45% 36% 22% 51% 33% 29%




Blackwater residents are significantly less satisfied with Council’s

information services, and the way they inform and consult the community

than resident in Emerald. Residents who have lived in the area for more

than 10 years are significantly less satisfied with how Council interacts

with the community.

Satisfaction with Local CouncilBy Segments


46


QCOU8. How satisfied are you with the Central Highlands Regional Council as a whole?

51%

41% 41%38%

45% 45%

2008 2010 2012 2014 2016 2018

SATISFACTION WITH THE CENTRAL

HIGHLANDS REGIONAL COUNCIL AS A WHOLE

47

Just under half of residents are satisfied with the Central Highlands Regional Council as a whole.

Residents in Emerald are significantly more satisfied than Springsure residents. Residents who

have lived in the area for 10 years or less are more satisfied with the Council as a whole.

Satisfaction with Central Highlands Regional Council

38%

55% 52%

17%

Blackwater

Capella8

Emerald

Springsure

57% 62%

38%

< 6 6 to 10 11+

DIFFERENCES BY

LENGTH OF RESIDENCY




% Very satisfied and satisfied Figures in GREEN are significantly


Base: Respondents who have dealt with a councillors directly (2008 n=279, 2010 n= 290, 2012 n=288, 2014 n=270, 2016 n=240, 2018 n=298)

QCOU9. How satisfied are you with the quality of Councillors that you have dealt with directly?

71%

62% 60%58% 59%

55%

2008 2010 2012 2014 2016 2018

SATISFACTION WITH QUALITY OF

COUNCILLORS DEALT WITH DIRECTLY

48

Of those residents who have dealt with a councillor directly, around half were satisfied which is

consistent with previous years.

DIFFERENCES BY AGE

64%

48%54%

Satisfaction with Quality of Councillors



18 to 34 35 to 54 55+

% Very satisfied and satisfied Figures in GREEN are significantly



QCOU10. In your opinion are elected Councillors more, equally or less dedicated to serving the community than state or federal parliamentarians?

QCOU11 How important is it for you to have a Councillor who resides in your local area?

49

Half of residents feel that the elected Councillors are more dedicated to serving the community than state or federal

parliamentarians. Almost all residents feel that it is important to have a Councillor who resides in their local area.

92% 93% 93% 92% 92% 92%

2008 2010 2012 2014 2016 2018

61% 56%61%

55% 51% 52%

27%30%

25%29% 37% 37%

12% 15% 13% 16% 11% 12%

2008 2010 2012 2014 2016 2018

More dedicated Equally dedicated Less dedicated

% FEEL IT IS IMPORTANT TO HAVE A COUNCILLOR

WHO RESIDES IN THEIR LOCAL AREA

Councillors’ Dedication & Location

% Very important and important Indicates a significant


COUNCILLORS DEDICATION TO SERVING THE COMMUNITY

COMPARED TO STATE OR FEDERAL PARLIAMENTARIANS

8. COUNCIL CONTACT AND COMMUNICATION

Our organisation: Leanne Janetzki, Customer Service


QCON1: Have you contacted or visited your Council Office in the past twelve months?

Base: Respondents who have contacted Council Office in the past 12 months (2008 n=341, 2010 n=334, 2012 n=312, 2014 n=301, 2016 n=307, 2018 n=242)

QCON1b: Which office was this? QCON1d. Was your query or business adequately answered or resolved?

51

Contact with Council Offices

QUERY OR BUSINESS WAS

ADEQUATELY ANSWERED OR RESOLVED

79% 76% 77% 78% 79% 76%

2008 2010 2012 2014 2016 2018

67% 70% 68% 66% 64%58%

2008 2010 2012 2014 2016 2018

In 2018 more than half of residents contacted or visited their Council Office,

mostly in Emerald. Positively, 3 in 4 residents who had contact had their query or

business adequately answered or resolved.

CONTACT WITH COUNCIL OFFICE IN THE PAST 12 MONTHS

63%

19%

7%

5%

4%

1%

Emerald

Blackwater

Springsure

Capella

Duaringa

Tieri Office

COUNCIL OFFICE CONTACTED

% Yes



% Yes

Base: Respondents who have contacted Council Office (2008 n=341, 2010 n=334, 2012 n=312, 2014 n=301, 2016 n=307, 2018 n=242)

QCON1e: Were the council staff…? QCON3. Overall, how would you rate your council's effectiveness in handling of queries or complaints?

52

Experience with Council OfficesOf those residents who had contact with a Council Office, just over half rate the

Council's effectiveness in handling of queries or complaints good to excellent. Most of

the time Council staff were courteous and helpful.

56%

47%

54% 55%58% 57%

2008 2010 2012 2014 2016 2018

EFFECTIVENESS IN HANDLING

QUERIES OR COMPLAINTS

76%70%

81% 78% 80% 79%

19%21%

13% 15% 15% 13%

7% 6%

2008 2010 2012 2014 2016 2018

Courteous and helpful Courteous but unableto give an adequate answer

Disinterested and unhelpful Rude and unhelpful

HELPFULNESS OF COUNCIL OFFICE STAFF

% Excellent and good Indicates a significant



QCON2. Have you dealt with any other Council employees in the past twelve months?

Base: Respondents who have dealt with other Council employees (2008 n=185, 2010 n=190, 2012 n=179, 2014 n=187, 2016 n=185, 2018 n=154)

QCON1e: Were the council staff…? QCON3. Overall, how would you rate your council's effectiveness in handling of queries or complaints?

53

Experience with Other Council Employees2 in 5 residents have dealt with other Council staff (outside the Council

Office) in the past twelve months. Most of the time these employees were

courteous and helpful.

38%42% 40%

46%43%

39%

2008 2010 2012 2014 2016 2018

CONTACT WITH OTHER COUNCIL STAFF

IN THE PAST 12 MONTHS

80% 78% 78% 77% 78% 75%

15%13% 13% 11% 10% 16%

6% 8% 8% 9% 7%

2008 2010 2012 2014 2016 2018

Courteous and helpful Courteous but unableto give an adequate answer

Disinterested and unhelpful Rude and unhelpful

HELPFULNESS OF OTHER COUNCIL STAFF

% Yes Indicates a significant



QCON4. Would you like more feedback and information on Council activities?

QCON5. What is the best way for you to receive information about Council activities?

QCON6. Have you ever accessed the Council's website?

54

Information From Council

% WHO HAVE ACCESSED COUNCIL’S WEBSITE

30%

44%

60%68%

63% 64%

2008 2010 2012 2014 2016 2018

63% 61% 57% 58% 58% 59%

2008 2010 2012 2014 2016 2018

3 in 5 residents would like to receive more feedback and information on Council activities.

The most preferred channels to receive information from Council are email and letter-box

drops. Around two-thirds of residents have accessed the Council's website in the past.

% WHO WOULD LIKE MORE

INFORMATION PROVIDED

PREFERRED

INFORMATION CHANNEL

% Yes



34%

26%

12%

7%

3%

Email

Letter-box drop

Social media

Newspaper article

Website

% Yes

9. DEMOGRAPHICS

Strong vibrant communities

Base: Respondents who do not own a house (2008 n=171, 2010 n=134, 2012 n=143, 2014 n=118, 2016 n=66, 2018 n=119)

QDEM2b: Would you be interested in purchasing a house or unit in the Central Highlands region?


QHOU1: Do you believe that there is a need for lower cost housing in the Central Highlands region?

Base: Respondents who feel more lower cost housing is needed (2018 n=252) QHOU1b: What form of housing do you think is most needed?

56

Housing

BELIEVE THERE IS A NEED

FOR LOWER COST HOUSING

90% 89% 94%

63%55%

64%

2008 2010 2012 2014 2016 2018

41% 41% 38% 38%48% 51%

2008 2010 2012 2014 2016 2018

INTEREST IN PURCHASING A HOUSE OR UNIT

[NON-HOME OWNERS]

65%

15%

9%

11%

Homes suitablefor families

Flats or unitssuitable for singles

or couples

Homes suitable forsingles or couples

Don't know

FORM OF HOUSING MOST NEEDED




QDEM8a: Are you currently involved with any local sporting, hobby or social organisations or clubs?

57

Involvement with Local Organisations & Clubs

48% 49%52%

47%52% 54%

2008 2010 2012 2014 2016 2018

INVOLVED WITH LOCAL SPORTING, HOBBY

OR SOCIAL ORGANISATIONS OR CLUBS

% Yes Indicates a significant



QDEM9a. Do you currently give of your time voluntarily to any local organisations?

Base: Respondents who don’t volunteer (2008 n=273, 2010 n=255, 2012 n=242, 2014 n=227, 2016 n=219, 2018 n=222)

QDEM9c. Would you be interested in volunteering with a local organisation in the future?

58

Volunteering

INTERESTED IN VOLUNTEERING

IN THE FUTURE

57% 54%47%

58%49%

64%

2008 2010 2012 2014 2016 2018

42% 45% 45% 45% 45% 42%

2008 2010 2012 2014 2016 2018

CURRENTLY VOLUNTEER

AT A LOCAL ORGANISATIONS



59

Demographics (1)

53%

47% Male

Female

5%

8%

10%

21%

10%

34%

13%

Less than 1 year

1 to 3 years

3 to 5 years

5 to 10 years

10 to 20 years

The rest of my life

Don't know

GENDER AGE MEMBER OF COUNCIL

RESIDENCY LENGTH FUTURE RESIDENCY LENGTH COUNTRY OF BIRTH

4%

9%

20%

66%

Less than 3 years

3 to 5 years

6 to 10 years

Over 10 years

4%

96%

Yes

No

88%

12%

Australia

Other

34%

40%

25%

18 to 34

35 to 54

55 +



60

Demographics (2)

MARITAL STATUS NUMBER OF ADULTS

IN HOUSEHOLD

NUMBER OF CHILDREN

IN HOUSEHOLD

EMPLOYMENT STATUS INDUSTRY

65%

17%

10%

5%

2%

Married

Single

De facto

Divorced/Separated

Widowed

15%

68%

12%

5%

1 adult

2 adults

3 adults

4 or more adults

50%

13%

18%

13%

6%

None

1 child

2 children

3 children

4 or more children

HOUSING

60%

13%

7%

8%

8%

2%

2%

Employed full-time

Employed part-time

Employed casual

Retired

Home duties

Pension

Unemployed

66%

24%

10%

Own home

Rental

Company suppliedhousing

33%

17%

9%

7%

6%

Mining

Agriculture, forestry &fishing

Retail trade

Education

Health & communityservices

Documents

CS18 Community Survey 2018 - Central Highlands Region · fairly stable, however satisfaction has dropped for sporting facilities, cultural and entertainment facilities, and ... are