IMS Manual

INTEGRATED
MANAGEMENT
SYSTEM
MANUAL
Information contained in this document remains the property of City of Greater Bendigo. It may not be
used for any commercial or other purposes without prior permission in writing from the Director
Presentation and Assets.
Once printed this is an uncontrolled copy

(Blank Page)
Issue Date: 20/08/2021 Review Date: 20/08/2022 Document No: IMS Manual Revision No: 11 Page 2 of 70
Table of Contents
1 Scope ............................................................................................... 5
2 Normative References .................................................................... 9
3 Terms and definitions ................................................................... 10
3.1 Terms related to organisation and leadership ......................................................... 10

3.2 Terms related to planning ....................................................................................... 11
3.3 Terms related to support and operation .................................................................. 13
3.4 Terms related to performance evaluation and improvement ................................... 15
4 Context of the Organisation ......................................................... 17
4.1 Understanding the organisation and its context ...................................................... 17

4.2 Understanding the needs and expectations of interested parties ........................... 25
4.3 Determining the scope of the Integrated Management System .............................. 26
4.4 Integrated Management System and its processes ................................................ 26
5 Leadership and Worker Participation .......................................... 28
5.1 Leadership and commitment................................................................................... 28

5.2 Policy ...................................................................................................................... 28
5.3 Organisational roles, responsibilities and authorities .............................................. 31
5.4 Consultation and participation of workers ............................................................... 38
6 Planning......................................................................................... 40
6.1 Actions to address risks and opportunities.............................................................. 40

6.2 Objectives and planning to achieve them ............................................................... 41
6.3 Planning of changes ............................................................................................... 42
7 Support .......................................................................................... 43
7.1 Resources............................................................................................................... 43
7.2 Competence ........................................................................................................... 52
7.3 Awareness .............................................................................................................. 53
7.4 Communication ....................................................................................................... 53
7.5 Documented Information......................................................................................... 54
8 Operation ....................................................................................... 58
8.1 Operational planning and control ............................................................................ 58
8.2 Requirements for products and services................................................................. 58
8.3 Design and development of products and services ................................................ 60
8.4 Control of externally provided processes, products and services ........................... 61
8.5 Production and service provision ............................................................................ 62
8.6 Release of products and services ........................................................................... 63
8.7 Control of nonconforming outputs ........................................................................... 63
8.8 Emergency preparedness ....................................................................................... 63
9 Performance Evaluation ............................................................... 65
9.1 Monitoring, measurement, analysis and evaluation ................................................ 65

9.2 Internal audit ........................................................................................................... 67
9.3 Management Review .............................................................................................. 67
10 Improvement ................................................................................. 69
10.1 General ................................................................................................................ 69

10.2 Incident, nonconformity and corrective action...................................................... 69
10.3 Continual Improvement ....................................................................................... 70
1 Scope
This manual describes the Integrated Management System (IMS) in operation within the
Presentation and Assets Directorate at the City of Greater Bendigo. This system has been
implemented by the Presentation and Assets Management Team in accordance with various
policies including Quality, Occupational Health and Safety, and Environmental Management.
This manual outlines requirements of the Presentation and Assets Directorate to comply with
the following standards; ISO 9001:2015, ISO 14001:2015 and ISO 45001:2018. The manual
is the prime reference document for all quality, occupational health and safety, and
environmental management related activities undertaken by the directorate and is used for
the purposes of auditing the effectiveness of the various management systems and as a
training document for the Presentation and Assets Directorate.
The Presentation and Assets Management Team is committed to continual improvement.

Employees, contractors and volunteers are supported and encouraged to seek opportunities
to further improve stakeholder satisfaction, and ensure these improvements are captured in
Integrated Management System documentation.
The diagram below illustrates our methodology for the development of our integrated
management system, which uses the plan, do check and act cycle to implement the process
approach that delivers management system objectives, interested parties’ requirements and
customer satisfaction.
The manual is structured to meet the requirements of:
ISO 9001:2015 Quality Management Systems
ISO 45001:2018 Occupational Health & Safety Management Systems
ISO 14001:2015 Environmental Management Systems
The documented management system used throughout the Presentation and Assets
Directorate consists of 5 levels:
IMS Manual
& Policy
System
Procedures
Techincial Procedures
Work Instructions
Forms and Records
LEVEL 1 A management manual that describes Presentation and Assets Directorate

policy and intent and outlines the way each element of the Integrated
Management System is addressed, and how each section of the standards is
met and maintained. Where appropriate, references are made to more detailed
procedures. The IMS Manual contains the Policy, which is available to all staff
on noticeboards, intranet, website and CiAnywhere. The Policy outlines the
commitment by Top Management to carry out our business in compliance to the
IMS.
LEVEL 2 System procedures (PRs), which describe how Presentation and Assets
Directorate performs the various activities and put into practice the details
described in the Integrated Management Manual. Where appropriate,
references are made to more detailed operating procedures, work instructions
and forms.
LEVEL 3 Technical procedures (TPs) and other documentation that provides guidance
for individual specific activities. Level 3 documents are cross-referenced within
individual procedures.
LEVEL 4 Work instructions (WIs) are step by step instructions for carrying out a task.
These need to be read, understood and signed off by the staff members that
carry out the tasks. A copy of these signed work instructions need to be
available to the staff member at all times either electronically or in paper form.
Level 4 documents are cross-referenced within individual procedures.
LEVEL 5 Forms, checklists and records (FMs) which form the documented records either
in paper form or electronic format.
The Scope of the Integrated Management System (IMS) for auditing purposes is:
The Presentation and Assets Directorate delivers the following services; maintenance,
design, construction and management of civil, built and environmental assets; fleet
management; network and traffic management; capital works program and project
management; land management and maintenance; external supply contract management;
urban and municipal design; waste education, management and delivery of municipal landfill
and cleaning services; asset systems management and mapping services.
The sites within the audit scope are:
• Adam Street Depot, 64 - 90 Adam Street, Golden Square, VIC, 3552

• Hopetoun Mill, 15 Hopetoun Street, Bendigo, VIC, 3550 (upstairs only)
• Fountain Court, Level 1, View Street, Bendigo, VIC, 3550 (shared site)
• Nursery, 103 Mackenzie Street West, Golden Square, VIC, 3555
• Crusoe Reservoir, Crusoe Road, Kangaroo Flat, VIC, 3555
• Bendigo Botanic Gardens, 71 Napoleon Crescent, White Hills, VIC, 3550
• Canterbury Park, 3 High Street, Eaglehawk, VIC, 3556
• Heathcote Depot, 1 Depot Road, Heathcote, VIC3523
• Eaglehawk Landfill, 191-193 Upper California Gully Road, California Gully, VIC, 3556
• Heathcote Transfer Station, 61 Golden Gully Road, Heathcote, VIC, 3523
• Goornong Transfer Station, 55 – 59 English’s Road, Goornong, VIC, 3557
• Strathfieldsaye Transfer Station, 998 Wellington Street, Strathfieldsaye, VIC, 3551
Please Note: For sites that are shared with other directorates or organisations only parts of
the office that are occupied by or within the control of the P & A Directorate staff are within
the scope of audit.
Disclaimer: The Presentation & Assets Directorate Integrated Management System (IMS)
has been externally assessed and is certified to be meeting the requirements of ISO
9001:2015, ISO 14001:2015 and AS/NZ 4801:2001. The IMS has also been aligned to
ISO 45001:2018, however the IMS is not currently certified to this standard.
The Presentation and Assets Directorate is one of four Directorates at the City of Greater
Bendigo, they are the only Directorate who operate under the IMS. Presentation and Assets
staff operate under the same structure, Policies, Procedures and documentation as the other
City of Greater Bendigo staff. The IMS is structured to complement the City’s documentation
to meet the requirements of the standards. See Diagram below:
2 Normative References
The following documents in whole or in part, are normatively referenced in this document and
are indispensable for its application. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any
amendments) applies.
ISO 9001:2015 Quality management systems – Requirements
ISO 14001:2015 Environmental management systems – Specification with guidance for

use
AS/NZ 4801:2001 Occupational health and safety management systems
ISO 45001:2018 Occupational health and safety management systems– Requirements

with guidance for use
3 Terms and definitions
For the purpose of the Integrated Management System Manual the definitions below apply:
3.1 Terms related to organisation and leadership
CEO Chief Executive Officer of the City of Greater Bendigo
The City City of Greater Bendigo
COORD Co-ordinator is a senior supervisor of staff within the organisational

structure.
Environmental Part of the Integrated Management System used to manage

management environmental aspects, fulfil compliance obligations and address
system risks and opportunities.
HSR Elected Health and Safety Representatives for Designated Work

Groups.
H&S Health and Safety
Integrated The organisation structure, responsibilities, activities and events that

Management together provide organised procedures and methods of
System (IMS) implementation to ensure the capability of the organisation to meet
quality, safety and environment management requirements.
Integrated A document setting out the general quality, safety and environment
Management management policies and responsibilities of an organisation.
System
Manual (IMS
Manual)
Occupational A multidisciplinary field concerned with the safety, health and welfare
Health and of people at work
Safety (OHS)
Organisation Person or group of people that has its own functions with
responsibilities, authorities and relationships to achieve its
objectives.
P&C People and Culture Unit in the Corporate Performance Directorate
PM Project Management
People Any staff member with direct report staff under their supervision.
Managers This usually includes but is not limited to; Directors, Managers,
Coordinators, Team Leaders and Leading Hands.
Quality The totality of features and characteristics of a product or service

that bear on its ability to satisfy a given need.
Note: In order to be able to assure, control and improve quality, it is
necessary to be able to evaluate it. This definition calls for the
identification of those characteristics and features bearing upon the fitness
for purpose of a product or service. The ability to satisfy a given need
includes economics as well as availability, maintainability, reliability, design
and all other characteristics that the need for a product or service involves.
Top Person or group of people who directs and controls an organisation

Management at the highest level
Note: Top management has the power to delegate authority and provide
resources within the organisation. If the scope of the management system
covers only part of an organisation, then top management refers to those
who direct and control that part of the organisation. Presentation and
Assets Director and Managers, Business Transformation Manager, and
Coordinator Business Improvement
Interested Person or organisation that can affect, be affected by, or perceive

Party itself to be affected by a decision or activity.
Note: To “perceive itself to be affected’ means the perception has been
made known to the organisation.
Work Health Work Health and Safety (WHS) Team within the People and Culture
and Safety Unit that manage the Occupational Health and Safety (OHS) for the
Team (WHS) whole of the City of Greater Bendigo.
3.2 Terms related to planning
Compliance Legal requirements and other requirements that an organisation has

Obligations to comply with and other requirements that an organisation has to or
chooses to comply with.
Note: Compliance obligations are related to the Integrated Management
System. Compliance obligations can arise from mandatory requirements,
such as applicable laws and regulations, or voluntary commitments, such
as organisational and industry standards, contractual relationships, codes
of practice and agreements with community groups or non-governmental
organisations.
Control of The process of elimination or minimisation of risks

hazards/risks
Environment Surroundings in which an organisation operates, including air, water,

land, natural resources, flora, fauna, humans and their
interrelationships.
Note: Surroundings can extend from within an organisation to the local,
regional and global system. Surroundings can be described in terms of
biodiversity, ecosystems, climate or other characteristics.
Environmental Element of an organisation’s activities or products or services that

Aspect interacts or can interact with the environment.
Note: An environmental aspect can cause (an) environmental impact(s). A
significant environmental aspect is one that has or can have one or more
significant environmental impact(s). Significant environmental aspects are
determined by the organisation applying one or more criteria.
Environmental State or characteristic of the environment as determined at a certain

Condition point in time.
Environmental Change to the environment, whether adverse or beneficial, wholly or

Impact partially resulting from an organisation’s environmental aspects.
Environmental Objective set by the organisation consistent with its environmental

Objective policy
GIS Geographic Information System, a digital software system that

presents spatial and geographic data in the format of a map for
utilisation across the organisation.
Hazard A source or a situation with a potential for harm in terms of human

injury or ill-health, damage to property, damage to the environment,
or a combination of these.
Incident Any unplanned event resulting in, or having a potential for injury, ill-
health, damage or other loss.
Objective Result to be achieved

Note: An objective can be strategic, tactical, or operational. Objectives can
relate to different disciplines (such as financial, health and safety, and
environmental goals) and can apply at different levels (such as strategic,
organisation-wide, project, product, service and process).
Plan A document describing, identifying or scheduling specific practices,

procedures or arrangements relevant to particular items, processes,
services, project or contracts.
Prevention of Use of processes, practices, techniques, materials, products,

Pollution services or energy to avoid, reduce or control (separately or in
combination) the creation, emission or discharge of any type of
pollutant or waste, in order to reduce adverse environmental
impacts.
Note: Prevention of pollution can include source reduction or elimination;
process, product or service changes; efficient use of resources; material
and energy substitution; reuse; recovery; recycling, reclamation; or
treatment.
Requirement Need or expectation that is stated, generally implied or obligatory.

Note: “Generally implied” means that it is custom or common practice for
the organisation and interested parties that the need or expectation under
consideration is implied. A specified requirement is one that is stated, for
example in documented information. Requirements other than legal
requirements become obligatory when the organisation decides to comply
with them.
Risk Effect of uncertainty, the likelihood and consequence of that injury or

harm occurring (in relation to any potential injury or harm).
Note: An effect is a deviation from the expected – positive or negative.
Uncertainty is the state, even partial, of deficiency of information related to,
understanding or knowledge of, an event, its consequence, or likelihood.
Risk is often characterised by reference to potential “events” and
“consequences”, or a combination of these. Risk is often expressed in
terms of a combination of the consequences of an event (including
changes in circumstances) and the associated “likelihood” of occurrence.
Risks and Potential adverse effects and potential beneficial effects.

opportunities
Road In accordance with the Road Management Act 2004 and the Road
Management Management (General) Regulations 2016, the City of Greater
Plan (RMP) Bendigo inspects and maintains all roads in accordance with
Council's Road Management Plan.
Safety A state in which the risk of harm (to persons) or damage is limited to
an acceptable level.
The City City of Greater Bendigo
3.3 Terms related to support and operation
CBD Central Business District, a defined geographical area within the

immediate space of the centre of the City of Greater Bendigo
Client Any service and/or product that is supplied by a client as free issue
Supplied or service and product under the terms of a contract.
Competence Ability to apply knowledge and skills to achieve intended results
Competent A person who has acquired through training, qualification, or

person experience, or a combination of these, the knowledge and skills,
qualifying that person to perform the task required by this manual.
Concession The authorisation to use or release a limited quantity of service and

products, material, components or stores not complying with the
specified requirements.
Contractor A person (sole trader), partnership or business engaged by the City

via purchase order, contract or other legally binding document and
actively working on the activity which this document describes, and
present at a City Workplace. The City has an obligation to provide a
safe Workplace and induction to this Workplace while a Contractor
follows their own supervision and Safety documentation
Documented Information required to be controlled and maintained by an

Information organisation and the medium on which it is contained.
Note: Documented information can be in any format and media, and from
any source. Documented information can refer to the Integrated
Management System, information created in order for the organisation to
operate (can be referred to as documentation). Evidence of results
achieved (can be referred to as records).
Form (FM) A document that is used to record an activity and is retained as

documented information
Hold Point Those points beyond which the work may not proceed without
review by the client.
Life Cycle Consecutive and interlinked stages of a product or service, from raw
material acquisition or generation from natural resources to final
disposal.
Note: The life cycle stages include acquisition of raw materials, design,
production, transportation/delivery, use, end-of-life treatment and final
disposal.
Outsource Arrange where an external organisation performs part of an

organisation’s function or process.
Note: An external organisation is outside the scope of the Integrated
Management System although the outsourced function or process is within
the scope.
Process Set of interrelated or interacting activities which transform inputs into

outputs.
Note: A process can be documented or not.
Product and/ Equipment, stores, supplies, spares, service, manufacture, process,

or Service assembly, construction, erection or commission as applicable to the
requirements of a project or contract.
Note: Product, service, activity and arrangement may have similar
meanings depending on context and may be substituted.
Project Plan A document derived from the Integrated Management System

(PP) (extended if necessary) setting out the specific practices, and
resources relevant to a particular contract or project.
Note: For Project Plan read, Contract Specific Quality Plan (CSQP),
Contract Safety Plan (CSP) and Contract Environmental Management
Plan (CEMP), and substitute Quality, Safety or Environmental
Management in the above.
RML Records Master List
System A document that specifies or describes how an activity is to be

Procedure performed.
(PR)
Technical A document that specifies or describes how a technical work

Procedure process is performed.
(TP)
Work A detailed Step-by-Step definition of a particular activity.
Instruction Note: ‘Safe Operating Procedure’ (SOP) and ‘Safe Work Instruction’ (SWI)
(WI) are considered to be interchangeable with ‘Technical Procedure’ and
‘Work Instruction’.
3.4 Terms related to performance evaluation and improvement
Audit Systematic, independent and documented process for obtaining

audit evidence and evaluating it objectively to determine the extent
to which the audit criteria are fulfilled.
Note: An internal audit is conducted by the organisation itself, or by an
external party on its behalf. An audit can be a combined audit (combining
two or more disciplines). Independence can be demonstrated by the
freedom from responsibility for the activity being audited or freedom from
bias and conflict of interest. “Audit evidence” consists of records,
statements of fact or other information which are relevant to the audit
criteria and are verifiable; and “audit criteria” are the set of policies,
procedures or requirements used as a reference against which audit
evidence is compared.
Conformity Fulfilment of a requirement
Certificate of A document signed by a qualified party affirming that, at the time of

Conformity signing, the product or service met the stated requirements.
Note: “Release certificate”, “release note”, “certificate of compliance” and
“certificate of conformance”, are considered to be synonymous with
“certificate of conformity”.
Nonconformity Non-fulfilment of a requirement

Note: Nonconformity relates to requirements in ISO 9001:2015, ISO
14001:2015 and AS/NZS 4801:2001 and additional Integrated
Management System requirements the organisation establishes for itself.
Non- A deficiency in characteristic, documentation or process

conformance implemented which renders the quality of a service, product or
activity unacceptable or indeterminate, the non-fulfilment of specified
requirements.
Corrective Action to eliminate the cause of a non-conformity and to prevent

Action recurrence.
Note: There can be more than one cause for a non-conformity.
Continual Recurring activity to enhance performance

Improvement Note: Enhancing performance relates to the use of the Integrated
Management System to enhance environmental, quality and occupational
Health and Safety performance consistent with the organisation’s
Integrated Management System Policy. The activity need not take place in
all areas simultaneously, or without interruption.
Effectiveness Extent to which planned activities are realised and planned results
achieved.
Hazard/risk The overall process of estimating the magnitude of risk and deciding
assessment what actions will be taken.
Indicator Measurable representation of the condition or status or operations,

management or conditions.
KPI Key Performance Indicator – a specific, measurable, achievable

relevant and timely activity that is assigned to an individual, team or
unit to indicate failure or success in maintaining targets.
Monitoring Determining the status of a system, a process or an activity.

Note: To determine the status, there might be a need to check, supervise
or critically observe.
Measurement Process to determine a value
Objective Any documented statement of fact, information or record, either

Evidence quantitative or qualitative, pertaining to the quality of an item or
activity, based on observations, measurements or tests which can
be verified.
Performance Measurable result

Note: Performance can relate either to quantitative or qualitative findings.
Performance can relate to the management of activities, processes,
products (including services), systems or organisations.
Quarantine A means of identifying products awaiting proof of compliance with

Status specified requirements or a decision on method of disposition.
Special Work Any process, the results of which cannot be fully verified by
Process subsequent inspection and testing of the service and/or product.
Verification The act of reviewing, inspecting, testing, checking or otherwise

confirming and documenting whether items, processes, services or
documents conform to specified requirements.
4 Context of the Organisation
4.1 Understanding the organisation and its context
Presentation and Assets Directorate

The Presentation and Assets Directorate provides and maintains high quality assets and
services that help make Greater Bendigo a great place to live, while planning and delivering
new assets and services to support Bendigo’s ongoing growth. Demonstrating and
committing to environmentally responsible thinking and practices that protects the safety and
health of our workers and the public and encouraging this throughout the organisation and
community is an important focus for the Directorate.
Business units include:
• Engineering
• Parks and Open Space
• Property Services
• Resource Recovery & Education
• Works
The provision of high-quality services and assets is achieved through the use of; strategic
planning; design initiatives; demonstration of environmentally responsible thinking and
practices; and encouraging these throughout both the organisation and the community. Some
of the key responsibilities of the Directorate are as follows:
• Asset planning and engineering, urban and landscape design

• Constructing and maintaining roads, footpaths, bridges and drainage systems
• Development, protection and maintenance of parks and the natural environment areas
within the municipality
• Management of waste and recycling collection, landfill sites, transfer stations, street
cleaning and waste education
• Designing and delivering infrastructure, upgrade and maintain assets, including
Council owned buildings
• Management of significant infrastructure projects
Presentation and Assets’ Top Management use Business Plans reviewed annually to identify,
analyse, monitor and review factors that may affect its ability to satisfy its customers and
stakeholders, as well as; factors that may adversely affect the stability of our processes and
the integrity of the management system. The Business Unit Managers use a SWOT Analysis
to identify the internal and external issues. The Business Plans align to the Community Plan
and the actions are reviewed and updated on a quarterly basis.
Along with an additional three Directorates within the City of Greater Bendigo, the
Presentation and Assets Directorate are committed to creating the world’s most liveable
community and supports the implementation of the goals outlined in the Community Plan and
the organisational values and behaviours.
The Presentation and Assets Management Team have developed P & A Guiding Principles
which align with the City of Greater Bendigo Values and Behaviours as per below:
By following these principles, we will ensure we work as an integrated directorate

within one organisation, towards our vision and in compliance with our values.
Campsite Rules: We leave the world better than we found it; that includes our community,
our team and ourselves
Best at the basics: By being brilliant at the basics we have the right people to get the right
stuff done, accomplish amazing amounts of important work and create foundations for
working more collaboratively
Critical friend: Internally we listen, support and engage early. We are proactive and we want
to be involved early. Externally, we engage often, at the right time and close the loop
Lead from the Front: We are flexible, self-motivated, self-aware and creative and meet
challenges with enthusiasm. We support and invest in our people to do the best job of their
lives and be the best they can be
Engineering Unit
The purpose of this Unit is to develop and deliver physical infrastructure to support a broad
range of services to the community. This includes the development of capital works projects
to provide new and renewed assets to meet the needs and increasing community
expectations of Bendigo's expanding population.
It manages mapping services, asset management and develops and maintains detailed
designs for infrastructure across Greater Bendigo. Specifically, the functions of the Unit
include:
• Investigation and development of annual capital works program for civil infrastructure
• Development of strategic planning documents relating to civil infrastructure
• Concept and detailed designs of civil infrastructure and recreation projects
• Asset Management for civil infrastructure
• Development and maintenance of the GIS for utilisation across the organisation
• Manage the organisation's asset management system including the management of
asset conditions, valuation and depreciation information
• Project management of the construction of capital works projects
• Provide expert engineering advice in the development of strategic planning documents
developed by The City
• Management of the traffic network on local roads
• Provision of planning advice and supervision of civil infrastructure works associated
with development applications
• Collection of feature survey information for various departments
• Data collection on condition and utilisation of infrastructure assets
• Inspection of infrastructure assets in accordance with the Road Management Plan
(RMP)
• Respond to customer requests related to infrastructure assets
Parks and Open Space Unit
The Parks and Open Space Unit is responsible for the design and management of a large
portfolio of Parks, Gardens, Reserves, Sports fields and areas of Open Space for the City.
With a diverse range of assets, the Unit requires a skilled and committed team that can
implement a range of specialised park, horticultural and environmental management
techniques and practices. The aim of the Unit is to effectively and sustainably manage these
assets through, good design, efficient use of available resources and the provision of high
levels of customer service whilst meeting both Council and Stakeholder needs.
To effectively manage the extensive network of Parks and Open Space across the City, the
Unit is comprised by over fifty team members that possess a range of skills and experience
in landscape architecture, park, environmental and infrastructure management disciplines. As
part of the management of our important assets, team members undertake regular training
and professional development in order to maintain the necessary knowledge and skills.
The Parks and Open Space Unit services the recreational and environmental needs of
residents and visitors to the City of Greater Bendigo. With continued growth within the
municipality and an increasing population, the demand for the use of our assets combined
with higher awareness of environmental values will continue to increase. This will result in the
unit facing a variety of challenges in relation to the management of our Parks and Natural
Reserves.
The Parks and Open Space Unit are responsible for the provision of a diverse range of
activities which include the following;
• Providing a safe network of open space that meets the needs of our users to participate
in a variety of recreational activities
• Provide an aesthetically pleasing environment which enhances the City
• Provide Sports fields that are suitable for a range of sporting activities
• Protect and enhance our natural environment through the implementation of suitable
management strategies and practices
• Protect and enhance our Heritage and sites of significance
• Provide places that are suitable for a range of events and festivals
• Provide opportunities that are accessible and inclusive
• Provide support to both internal and external stakeholders through the provision of
high levels of customer service
• Responsible for the planning and design of the City’s public spaces including parks,
play spaces, recreation areas and streetscapes
• Management and coordination of delivery of a range of civil and public space projects
• Coordination of the development of plans, policies and strategies that provide direction
for the development of public space. The team oversees open space planning within
new residential areas and provides urban design advice on new commercial
development proposals.
The Parks and Open Space Unit are involved in the research and implementation of a range
of projects that influence the delivery of services to the community. Some of these projects
include;
• Maximising the use of alternative non potable water sources for irrigation purposes;
• Efficient use of water resources through the implementation of the City Sustainable
Water Use Plan
• The effective management of the Urban Forest within the City in accordance with the
Strategic Directions documentation for both Urban Roadside Vegetation Management
and Rural Roadside Conservation
• The management of the Huntly and Crosbie Farm Forestry Sites
• Continuing to review and implement appropriate levels of service delivery whilst
considering available resources and stakeholder needs
The Parks and Open Space Unit is responsible for the development and management of
contracts that provide a range of specialist services to support work programs. Contracts
managed by the Parks and Open Space Unit include;
• Irrigation Maintenance Services

• Sports field and Turf Management Services
• Open Space Mowing and Slashing
• Tree Planting and Maintenance
• Proactive Tree Maintenance
Property Services Unit
The Property Services Unit is responsible for managing the City’s property portfolio of
approximately 1,400 buildings and structures valued in excess of $400M. The Unit undertakes
ongoing property audit inspections to determine usage and condition of building facilities.
Enabling better identification, renewal and upgrade packages as well as supporting new
construction proposals and submissions. The Unit is responsible for the implementation of
programmed maintenance schedules including; contracts for supply of services, such as
cleaning services; essential safety measures; and the completion of urgent or immediate
maintenance works.
The Unit delivers a significant portion of the City’s annual Capital Works program for the
construction of new buildings and the delivery of programmed upgrade and renewal works to
existing building assets.
The Property Services Unit is also responsible for all land/property sales, acquisitions and
disposal to ensure compliance, good governance and supports the City’s strategic
requirements. All land disposal and purchases are managed through the Unit including
conveyancing and supporting tasks. The Unit also administers agreements for land and
building use including; leases, licences and other community agreements such as
Memorandum of Understanding documents and user agreements.
Works Unit
The Works Unit is responsible for the construction of new and renewal projects, and
maintenance of civil infrastructure for the City. The Civil Construction and Maintenance
Program is delivered by the Works Unit and supports the construction of the City’s civil
infrastructure including; roads, bridges, drains and footpaths. The construction team also
undertakes the construction of sporting facilities, car parks and other civil projects. The Works
Unit is a key stakeholder in the delivery of high-quality customer focused works and services
that are; efficient, innovative responsive to community needs, and carried out in an
environmentally responsible manner.
The Works Unit is also responsible for the purchase and maintenance of the City Fleet, Plant
and Equipment. It operates a workshop which provides servicing to the entire Depot based
fleet and the City’s car and bicycle fleet.
Maintenance
Undertake maintenance of public infrastructure including:
• Sealed and unsealed roads

• Drains
• Concrete footpaths
• Kerb and channel
• Bridges
• Events - traffic and pedestrian management
• Signs and street furniture
• Emergency/Rapid response
Construction
Undertake selected civil construction projects for City including:
• Roads
• Bridgeworks
• Drainage (incl. dams and retardation basins);
• Paths
• Kerb and channel
• Landscaping
• Sporting fields
• Carparks
Plant and Fleet Management includes:
• Plant and fleet asset management; and

• Plant, vehicle and bicycle servicing, maintenance and repairs.
Demand for the unit’s services, programs, projects is growing. This can be explained by our
growing population, an increase in subdivisions, the aging infrastructure and an increase in
our customer expectations.
Resource Recovery & Education Unit
The unit aims to deliver on the Community Plan and provide waste management and resource
recovery services efficiently and effectively to meet our customers’ expectations within the
limit of the funds available and in compliance with current legislation. The Resource Recovery
and Education Unit provide a range of services to manage the residential and commercial
waste generated within the City. These services include:
• Strategic planning for future waste and resource management

• Residual waste collection services to approximately 48,284 residential properties.
• Commercial waste collection services to approximately 3,711 commercial businesses
throughout City.
• Litter bin and street bin collection of approximately 345 bins.
• Public place recycling collection of approximately 55 bins.
• Street cleaning, including seven day per week cleaning of the CBD.
• Street and footpath sweeping approximately 200,000km of road and footpaths per
year.
• Weed management and cleaning at bus stops, bus shelters and roundabouts.
• Clearing of approximately 25,000 drainage pits and 39 gross pollutant traps per year.
• Operation of landfills at Eaglehawk to community and Environment Protection
Authority (EPA) standards.
• Identification and management of risk associated with legacy landfills, including
ongoing assessment and rehabilitation of White Hill's landfill.
• Rehabilitation of landfills to community expectations and EPA standards.
• Operation of transfer stations at Heathcote, Goornong and Strathfieldsaye.
• Management of contracts for kerbside recycling and organics collections, recyclables
and organics processing, waste cartage.
• Education and community engagement on waste minimisation and resource recovery
4.2 Understanding the needs and expectations of interested parties
The Presentation and Assets (P&A) Directorate is one of 4 directorates making up the City of
Greater Bendigo (the City). Bendigo is located in the centre of Victoria; the Greater Bendigo
area covers almost 3,000 square kilometres. We have a growing population of more than
110,000 and are the state’s third largest economy base in Victoria. We are a service and
infrastructure centre for north central Victoria, and surrounded by 40,000 hectares of regional,
state and national parkland. Greater Bendigo recognises and celebrates its heritage with the
Aboriginal people of the area; the Dja Dja Wurrung, Taungurung people, and also recognise
an increasing cultural, religious and ethnic diversity. Bendigo was established in the early
1850s, with the discovery of gold attracting thousands of European and Chinese settlers. The
city has a diverse and significant historical design legacy, evident in the magnificent
architecture, parks and open spaces and well-planned streetscapes, which still exist today.
Greater Bendigo’s environment is nestled within Box Ironbark forests which virtually encircles
the urban area. Beyond this the City includes productive agricultural areas and many small
towns and villages.
The City manages operations using a framework consisting of; legislated plans, developed
from community input; adopted strategies, policies and plans; research and evidence; and
government policy and regulations.
The P&A Directorate plays a significant part in ensuring that the diverse needs of our
community are met. To ensure the City is presented to a high standard the P&A Directorate
perform maintenance on infrastructure and buildings, ensure timely waste removal, maintain
and plan beautifully presented gardens. We design, construct, upgrade and maintain
infrastructure, buildings, sports grounds, playgrounds, roads, drains, footpaths, bridges and
carparks. The directorate works within the constraints of the City Annual Plan and Budget
adopted by the Council using approved resources and unit planning. Work undertaken aligns
with the Community Plan and adopted strategies, policies and plans. Our community, relevant
interested parties and stakeholders are consulted at appropriate times through various
methods explained further in item 7.3. The interested parties for the P&A Directorate have
been grouped into the following 17 categories:
• Bodies/Agencies Non-government
• City Staff Groups and Consultative Committees
• Certifying/Compliance/Authority Bodies
• Commercial Customers
• Community Groups
• Education Groups
• Emergency Services
• Federal Government Agencies/Programs
• Internal City Management
• Local Boards/Committees of Management
• Media/City Communication
• Non-Commercial Customers
• P & A Staff and Coordinators
• Political Representatives
• State Government Agencies
• Suppliers/Contractors/Subcontractors
• Transportation and Taxi Groups
• Unions
A list of the interested parties and an analysis of their requirements is found in FM 1714
Context of the Organisation & Interested Parties Register. Each interested party is allocated
to one or more categories and is analysed to determine relevant needs or expectations which
could impact on business activities and IMS. Using the analysis score of their requirements
their relevant needs or expectations become inputs to the planning of services or designs.
The P&A Directorate manages its statutory and regulatory requirements through subscription
and updates from SAI Global, MAV, regulatory body updates including VicRoads, Building
Regulations, EPA, WorkSafe, subscriptions to specialist areas and websites. Any changes
are managed by including in designs, contracts, policies and amending relevant Integrated
Management System documentation. Details of methods, responsibilities and documentation
are defined in written procedures:
PR 5.02 Monitoring External Requirements (PDF)
4.3 Determining the scope of the Integrated Management System

The Integrated Management System scope consists of the five (5) Units of the Presentation
& Assets Directorate. All activities and services undertaken by the Presentation and Assets
Directorate are included in the scope of the IMS including sites that our staff operate from as
listed in section 1. The scope of the Integrated Management System is outlined in the Policy
in 5.2 in section 1 Scope. A description of the directorate, each unit and their functions are
outlined above in item 4.1. The Integrated Management System Policy is available on the City
of Greater Bendigo Website, Intranet, ECM/CiAnywhere and on various noticeboards
throughout the directorate.
4.4 Integrated Management System and its processes

The Presentation and Assets Directorate are continually improving the Integrated
Management System to keep up with changes in technology, improved work practices,
industry standards and continuous improvement initiatives from staff and requirements from
interested parties. Any changes are made by relevant staff and approved by the appropriate
top management representative/s depending on the impact of the change and resources that
will be required. Any change to the documentation of the Integrated Management System
follows a process outlined in the System Procedure:
PR 5.01 Document and Data Control (PDF)
As part of the City of Greater Bendigo the Presentation and Assets Directorate must also work
to corporate policies, procedures and strategies and incorporate these into the documentation
of the IMS, designs and work practices. Examples of these are frameworks such as One
Planet Living (https://www.bendigo.vic.gov.au/About/One-Planet-Living) are integral to how
work is planned and continually improved to meet the 10 One Planet Environmental
Principles. Actions from the Greater Bendigo Environment Strategy are tracked and reported
on annually view here. The City of Greater Bendigo uses the One Planet Living framework to
help become the world’s most liveable community.
The Organisation Strategy was developed by a representative working group and consulted
through workshops with the staff. Thirteen clear actions were developed to provide a strategic
approach to achieve broad organisational development and improvement over the next three
to five years. It is also a key opportunity to ensure all improvement efforts are aligned with
Council’s Community Plan objectives. Copies of the Organisation Strategy and Action Plan
can be found using these links. These actions are reported on quarterly to the Executive
Management Team to keep them on track and ensure the organisations commitment.
Some other relevant policies, manuals, plans and frameworks are:
Risk Management Framework
Procurement Policy
Contract Management Manual
Project Management Framework
Capital Investment Framework
Projects Controls Framework
Health and Safety Policy
Sustainable Building Policy
Urban Tree Management Policy
Road Management Plan
Risk based thinking is essential to these governing documents in planning, prioritising and
implementing preventive actions to control risks. The means of recording these risks varies
depending on the level of risk associated with the activity and the requirements outlined in
them. Processes are controlled by monitoring, assessments and reporting.
5 Leadership and Worker Participation
5.1 Leadership and commitment
This section describes the means by which the top management of the Presentation and
Assets Directorate acknowledges its commitment to the management system through the
Quality, Safety and Environmental policies, focuses on stakeholder (Interested Parties)
requirements, defines and allocates individual management responsibilities and reviews the
operation of the management system.
Management will show its commitment to improving the quality, safety and environmental
performance by establishing a relevant set of policies and objectives, supplying the resources
to achieve these targets and regularly reviewing the progress and improvements made as
outlined in 9.3.
Stakeholder satisfaction will be addressed through assessing various requirements, including

customer specified, regulatory and legal, alignment with the organisations strategic direction
outlined in objectives and targets and working to improve our response to them.
Management encourage active participation of workers in the review and development of

work practices and documentation. Staff are encouraged to report incidents, hazards, risks
and opportunities without fear of reprisal.
5.2 Policy
The Integrated Management System Policy, organisational Values and Behaviours
framework and, various related policies, define the organisations commitment to quality,
safety and environmental management in achieving its goals.
Copies of these are prominently displayed across the organisation on noticeboards and are
readily available on ECM/Ci Anywhere and the City Website.
The continuing relevance of the Integrated Management System Policy to customers'

requirements is ensured by management review of feedback from stakeholders.
Integrated Management System Policy
The Integrated Management System Policy has been developed by the Presentation and
Assets Management Team at City of Greater Bendigo to provide a central reference point
that clearly defines the Directorate’s commitment to quality, safe and environmentally
sustainable service provision. We are committed to conducting business that is of an
acceptable quality, compatible with the environment and that protects the safety and health
of our workers and the public. The Integrated Management System is aligned with AS/NZS
ISO 9001:2015, AS/NZS ISO 14001:2015 and AS/NZS ISO 45001:2018.
It is recognised that a number of governing documents will also be implemented at an

organisational level and will resultantly align with this IMS Policy. These are all referred to as
‘external documents’, are accessible via ECM/CiAnywhere and/or the City intranet and are
communicated to staff via their Manager and/or Director. The IMS Policy is available to the
public via the City of Greater Bendigo’s website located at www.bendigo.vic.gov.au. Any
external communications are managed by the City of Greater Bendigo’s dedicated
Communications team in accordance with the organisation’s policies.
These commitments are documented in our Quality, Safety and Environmental Policies which
form the Integrated Management System.
This will be achieved through:
• Defining the responsibility of all managers, supervisors and staff to ensure that all
aspects of the system are implemented in operational areas.
• Ensuring the entire work environment is maintained in a healthy and safe condition
and adequate controls are implemented to minimise and prevent pollution.
• Addressing the health and safety of employees, clients, contractors, and other
members of the public within our work environment.
• Monitoring current performance, ensuring legal regulations are met as a basic
requirement. While taking a proactive approach towards continued improvement that
meets the expectations of our customers and community.
• Demonstrated consideration of suggestions from customers, employees and other
interested parties on improving service delivery and safety.
• Applying a systematic approach, as outlined in the Integrated Management System for
quality, environment and safety.
• Understanding and adopting the legal and stakeholder specified quality, safety and
environmental requirements with a view to developing programs that comply with these
requirements.
• Delivering education, awareness, and training and encouragement programs for
employees, enabling them to conduct their activities in an effective, safe and
environmentally responsible manner that focuses on the requirements of key
stakeholders and the law.
• Assessment of safety hazards and risks, and environmental impacts before starting an
activity or project.
• All business units within the Presentation and Assets Directorate will set quality
objectives and monitor these via business planning reporting and Key Performance
Indicators (KPI’s).
• All aspects of the Integrated Management System framework will be reviewed at 6
monthly management review meetings (minimum). Outcomes will be reported to the
Director Presentation and Assets.
• Providing an acceptable rehabilitation program for any injured employees.
• Ensuring that the Integrated Management System Policy is readily available to
employees and key stakeholders via the City intranet and the City website.
• Providing safe and healthy working conditions for the prevention of work-related injury
and ill health,
• a commitment to eliminating hazards and reducing OH&S risks and
• a commitment to consultation and participation of workers, and their representatives.
All employees shall be responsible for operating in an effective, safe and environmentally
responsible manner, to ensure both their own and the safety of their fellow employees and
the public is maintained. , staff are responsible for ensuring quality assurance targets are
maintained and their actions have minimal impact on the environment.
Brian Westley Dated: 20/08/2021
Director – Presentation and Assets
5.3 Organisational roles, responsibilities and authorities
Organisation
The organisation chart in Section 7.1 illustrates the management structure and reporting lines
for the Presentation and Assets Directorate and the IMS resources. The responsibilities and
authorities of key personnel directing those who manage, perform and verify work have been
described in the Organisations Responsibilities and Authorities matrix, and have the authority
(as appropriate) for the following:
• Initiation of corrective action to prevent service, product, process or system non-

conformance
• Identification and recording of service, product, process or system quality, safety and
environmental management problems
• Initiation, recommendation or provision of solutions
• Verification of the implementation of such solutions
• Control of further processing, delivery or installation of non-conforming service or
product until correction of the deficiency
Individual responsibilities and authorities are described by means of Position Descriptions

and maintained in personnel files by the People and Culture unit.
Managers/Coordinators or delegates will ensure that adequate resources and appropriately

trained personnel are provided for the management, performance of work and verification
activities to meet KPI and contractual requirements, including internal audits.
In the unforeseen and planned absence of any employee with designated responsibility and
authority, responsibility and authority are designated upwards as per the organisation chart
for re-delegation.
Organisation Responsibilities and Authorities
ROLE IMS RESPONSIBLITIES & AUTHORITIES

Presentation and Assets
Director Establish business policies, objectives, priorities and resources
Maintain effective oversight of the directorate’s activities in the areas of Quality,
Environment, Occupational Health & Safety
Ensure that requirements of AS/NZS ISO 9001:2015, AS/NZS 4801:2001,
AS/NZS ISO 45001:2018, and AS/NZS ISO 14001:2015 are implemented,
promoted & maintained throughout the directorate
Participate in the development of the organisation business plan
Provide input in the selection of staff and approval of appointments
Chair and participate in Management Review Meetings.
Ensure risks to the public, and councils physical and financial assets, are
managed effectively.
Ensure that occupational health & safety and environmental requirements are
adhered to at all times and ensure that all necessary measures are taken to
protect employees, the environment and the public.
Organise and direct the activities of the various units of the directorate to
accomplish objectives in accordance with its policies and strategies.
Overall assessment of training requirements
Provide input into the plant replacement program
Approve Management and other organisation policies
Authorise delegation of duties for management team.
Authorise purchase orders prior to release (within Delegated Authority).
Top Management Ensure that requirements of AS/NZS ISO 9001:2015, AS/NZS 4801:2001,
promoted & maintained throughout the directorate
Ensure relevant roles pertaining to IMS are assigned, communicated and
understood within the organisation
Responsible for the overall implementation of AS/NZS ISO 9001:2015, AS/NZS
4801:2001, AS/NZS ISO 45001:2018, and AS/NZS ISO 14001:2015
management systems into the unit’s structure.
Report on the performance of the Integrated Management System for review &
as a basis of improving the Integrated Management System to ensure its
suitability & effectiveness.
Business Unit Appointment of staff in line with budgetary constraints and relevant approvals.
Managers
Maintain effective operations of the unit's activities in the areas of Quality,
Environment, Occupational Health & Safety, etc.
Ensure that requirements of AS/NZS ISO 9001:2015, AS/NZS 4801:2001,
promoted & maintained throughout the unit.
Provide input into the plant replacement program
Authorise purchase orders prior to release (within Delegated Authority).
Approve proposals or quotations prior to their issue
Purchase necessary resources to support the business, provided it has been
referenced within the approved business plan and budget and is in line with
statutory requirements.
Accountable for the quality, effectiveness, cost and timeliness of programs,
projects and services.
Accountable for ensuring that all requirements of occupational health and safety,
environment, equal employment opportunity and other legislative and
appropriate standards are observed within the Business Unit.
Signatory for authorising of organisation payments.
Liaise with all appropriate businesses, business groups, government agencies
etc. to ensure that the Service Unit is up to date at all times on matters relevant
to its performance and economic viability.
Develop and negotiate any unit specific work place agreement with relevant
unions.
Provide effective leadership that will instil a service orientated culture within the
Service Unit.
Provide strong, cooperative links with other business (both internal and
external).
Ensure risks to employees, the public and councils physical and financial assets,
are managed effectively.
Liaise with customers/subcontractors/suppliers on matters relating to the
Integrated Management System.
Develop and implement, with the Director, the Service Unit structure.
People Managers Appointment of staff in line with budgetary constraints and relevant approvals.
Supervision and on the job training of staff under their direction
Make management decisions in relation to allocation of staff and resources
Determine methods, procedures and equipment necessary to carry out works
Make recommendations regarding appointments, promotions and other staff
matters
Monitor staff performance appraisals (PES) and position descriptions.
Overall management of staff training.
Determine resources necessary to carry out works
Assist with completion of hazard identification, Safe Work Method Statements,
risk assessments and work instructions
The preparation and approval of proposals or quotations for customers.
Ensure job files/quotation files are maintained
Ensure that work standards are maintained
The condition and maintenance of equipment used in their respective areas
Direct, monitor & control resources engaged towards the successful completion
of scheduled projects
Provide efficient and effective services relating to infrastructure and to
successfully provide these in a competitive environment
Co-ordinate and implement the allocation of material, plant, equipment and
sub-contractors for various tasks
Ensure risks to employees, the public, and council’s physical and financial
assets are reported and managed effectively
Ensure that Occupational Health & Safety, Environmental and Quality
requirements are adhered to at all times and ensure that all necessary
measures are taken to protect employees, the environment and the public
Make recommendations regarding appointments, promotions and other staff
matters
Administration Prepare accounts and contract payments for the Service Unit
Research and draft correspondence as required
Maintain the Service Unit’s records and data base systems
Provide communication link between office, depots and field staff
Establish and maintain office systems for administrative support
Provide assistance in dealing with and resolving requests/complaints relative to
City operations, by directing enquires to the relevant section or Business Unit
Assist the organisation in creating a customer service culture by Providing a
high level of quality service to internal and external customers as one of the
key primary contact people in the Unit including counter and telephone
assistance.
All Staff Ensure documentation is filled out correctly and that records are being
maintained
Report any Incidents, Accidents, Hazards and Near Misses
Adhere to OH&S regulations, organisational policies, procedures and work
instructions
Participate and complete relevant risk assessments and other OH&S
documentation as required
Contribute to the customer focus in accordance with the Customer Service
Charter
Contribute to continuous improvement initiatives and review of work practices
and documentation
Wardens Participate in Emergency Planning Committee (EPC) for your site and assist in
running emergency drills and participate in debriefs.
Ensure Emergency Procedures for your site are up-to-date and relevant for the
workplace in conjunction with EPC
In the event of an emergency carry out warden duties as per Emergency
Response Plan
HSR’s Attend H & S Committee meetings and provide feedback to teams
Report any Work Health and Safety issues
Investigating proactive measures that will improve the health and wellbeing of
employees
Formulating, reviewing and disseminating to employees Health and Safety
polices, standards, rules and procedures for the workplace
Carry out site inspections to identify any nonconformance’s, as per schedule
Facilitating co-operation between employer and employees in instigating,
developing and carrying out measures to ensure health and safety at work
Consultative overseeing of the implementation of the Enterprise Agreement;
Committee
providing an open forum to raise workplace issues;
Members
providing a mechanism for improving communication and consultation with all
staff;
reviewing and endorsing employment and human resource policy initiatives
and providing feedback on development and implementation of such initiatives;
providing an avenue for staff to initiate and provide feedback on new
developments and/or issues of interest regarding workplace relations and
human resources;
oversee City’s commitment to equal opportunity in the workplace and review
initiatives and EEO policies
Business Transformation
Manager Participate in Management reviews
Accountable for the quality, effectiveness, cost and timeliness of programs,
projects and services.
Appointment of staff in line with budgetary constraints and relevant approvals
Develop and implement, with the Director, the Service Unit structure.
Coordinator Responsible for the implementation of AS/NZS ISO 9001:2015, AS/NZS

Business 4801:2001, AS/NZS ISO 45001:2018, and AS/NZS ISO 14001:2015 into the
Improvement directorate and the respective unit’s structures.
Participate in Management reviews
Maintenance of the AS/NZS ISO 9001:2015, AS/NZS 4801:2001, AS/NZS ISO
45001:2018, and AS/NZS ISO 14001:2015 integrated management systems
ensuring that the system is up to date and reflects the organisations business
practices
Ensure risks to the public, the environment, and councils physical and financial
assets, are documented.
Report on the performance of the Integrated Management System for review &
as a basis of improving the Management System to ensure its suitability &
effectiveness
Active pursuit of improved work techniques
Assessment of training requirements in the area of the Integrated Management
System
Manage internal audits and site inspections to ensure compliance with policy
and regulations
Maintain effective operations of the organisation’s activities in the area of the
integrated management systems
Communicate results of systems related problems throughout the organisation
Liaise with WHS team to ensure that occupational health & safety and
environmental requirements are adhered to at all times and ensure that all
necessary measures are taken to protect employees, the environment and the
public
Authorise applicable procedures, instructions & other Management System
documents prior to release
Assist organisation’s staff on Management System requirements such as:
1. assessing of procedures and work instructions for compliance
2. reviewing of procedures and work instructions
3. planning to meet customer quality requirements
Quality Systems Assist to facilitate the implementation of AS/NZS ISO 9001:2015, AS/NZS
Coordinator 4801:2001, AS/NZS ISO 45001:2018, and AS/NZS ISO 14001:2015 into the
directorate and the respective unit’s structures
Support Service Units within the Presentation & Assets directorate with
maintaining third party accreditation.
Maintain appropriate procedures, processes and forms included in the
Integrated Management System, and support staff to review and update as
necessary ensuring that the system is up to date, compliant to accredited
standards & reflects the organisations business practices including
transitioning to paperlight practices.
Ensure risks to the public, the environment, and councils physical and financial
assets, are documented effectively
Participate in Management reviews and coordinate reporting on the
performance of the Integrated Management System for review & as a basis of
improving the Management System to ensure its suitability & effectiveness
Active pursuit of improved work techniques
Monitor the training program for the Presentation & Assets Directorate in
consultation with unit managers, staff and the People & Performance Unit to
ensure compliance with the integrated quality, OH&S and environmental
management system.
Coordinate internal audits and site inspections to ensure compliance with
policy and regulations
Provide monthly reports on the performance of the quality management system
and opportunities for improvement to Top Management
Follow up on non-conformances from internal and external audits
Ensure that the integrity of the quality management system is maintained when
changes to the integrated management system are planned and implemented
Liaise with WHS team to ensure that Occupational Health & Safety and
Environmental requirements are adhered to at all times and ensure that all
necessary measures are taken to protect employees, the environment and the
public
Work closely with Corporate Performance Directorate (particularly People &
Culture) to ensure consistency in areas of mutual responsibility. To maintain
records for the Presentation & Assets Directorate Integrated Management
System filing relative reports and correspondence, documents and other
information electronically using the CiAnywhere or document filing systems.
Authorise applicable procedures, instructions & other Management System
documents prior to release
Assist organisation’s staff on Management System requirements such as:
• assessing of procedures and work instructions for compliance
• reviewing of procedures and work instructions
• planning to meet customer quality requirements
Customer Service Ensure that the Customer requests are being communicated to staff in a timely
manner with accurate information
Provide reports showing how customers’ requirements are being met
Maintain the Customer Service Charter and ensure requirements are
communicated to staff
City of Greater Bendigo Specialist Resources
People and Provide Human Resource service and specialist advice
Culture
Maintain staff records
Payroll
Organisational Development, culture, training
Manage the training calendar
Recruitment
Manage all Human Resource Policies and Procedures
Work Health and The WHS team coordinate the Emergency Response Plans, training of
Safety Wardens/staff and the drill schedule
Manage the recording of incidents and hazards, Incident investigation and
reporting.
Specialist advise on Work Health and Safety matters
Work Health and Safety training
Manage First Aid officers and audits of first aid kits
Injury Management and return to work
Wellbeing programs
Test & Tag Program
HSR Committee’s & training
Governance Procurement
Insurance
Business Continuity
Fraud & Corruption
Risk Management
Document and data control of City policies
Legislation and regulatory requirements for the City
Strategic Finance Manage Corporate Finance and provide specialist advice
Information IT – software and infrastructure and technical support. Maintain security of
Management electronic data.
Budget for new infrastructure and software to keep up with organisational
needs
Records – distribute written correspondence to staff through CiAnywhere and
ensure City of Greater Bendigo records are maintained in accordance to the
Records Policy
Maintain Records Policy
Resilient Coordinate Emergency Management for the City of Greater Bendigo including
Communities relief & recovery support and resources during an emergency situation
Manage the Municipal Management Plan in accordance with the Emergency
Management Act
Internal Auditors Adhere to timelines set by System Coordinator to conduct internal audit and
provide report and follow up audits
Assess areas within scope and make recommendations
Communications Manages media, internal & external communications and publications
Unit including.
Community To build the quality of the City of Greater Bendigo’s community engagement
Engagement practice that supports delivery of the Council Community Plan.
Advisor
The role is responsible for developing a comprehensive community
engagement framework, researching and supporting delivery of innovative
approaches, coaching City staff in specific engagement planning and delivery
as well as ensuring regular evaluation of City practice.
5.4 Consultation and participation of workers

The City of Greater Bendigo has several cross-organisational committees which Presentation
& Assets has representation on. These committees expose staff to the wider organisation
while diversifying skills and building organisational wide relationships. Participation of
workers in these groups is encouraged without fear of reprisals.
Health & Safety Committee is made up of Health and Safety Representatives who are voted
in by their Designated Work Groups (DWG). They enquire into anything that poses or may
pose a risk to the health and/or safety of members of the DWG at the workplace. The key
objectives of Health and Safety Representatives (HSR’s) include: Facilitating co-operation
between employer and employees in instigating, developing and carrying out measures to
ensure health and safety at work; formulating, reviewing and disseminating to employees
Health and Safety policies, standards, rules and procedures for the workplace and
investigating proactive measures that will improve the health and wellbeing of employees.
The Health and safety Committee (HSC) was established for employers and employees to
work together to make the workplace safer and play a major consultative role within the City.
HSR’s within the Presentation & Assets Directorate also carry out site inspections on a
scheduled basis to report back non-conformances. This also provides an opportunity for staff
from different areas to build relationships with teams that they do not usually work with and
there are many cross-learning opportunities that result from this approach. Minutes from the
HSC meetings are to be made available to all staff members.
The Staff Consultative Committee is a mechanism to facilitate consultation between the City
and staff. The committee oversees the implantation of the Enterprise Agreement, provides
an open forum to raise workplace issues, it’s a mechanism for improving communication and
consultation with all staff; they review and endorse employment and human resource policy
initiatives and provide feedback on development and implementation of such initiatives; it
provides an avenue for staff to initiate and provide feedback on new developments and/or
issues of interest regarding workplace relations and human resources; and also oversee
City’s commitment to equal opportunity in the workplace and review initiatives and EEO
policies.
Enviro Reps are a representative group of City staff working to improve the environmental
sustainability of how the organisation works. Some of the initiatives that they have worked
towards are a bike fleet as part of the City fleet vehicles; waste reduction; sustainable food;
energy wise.
Improvement Suggestions can be sent in from any staff member within the organisation.
These can be identified innovation or opportunity for improvement in business processes or
systems and does not need to relate to an individual’s area of work. Staff with access to the
Intranet can submit a form online or staff without access are able to place a paper form into
a suggestion box. These all go to the Business Improvements team and get allocated into
categories to be addressed by a panel of staff from the Business Improvements and
Information Technology teams. The staff member is notified when the submission is received,
and progress reports are provided on the project. Improvement Suggestions SharePoint
Page
Other methods of staff consultation and participation include: toolbox meetings, team
meetings, surveys, workshops, working groups. These provide staff with the opportunity to
contribute, be involved in decision making and to be informed with what is happening within
the larger organisation and within their own teams. When a process or documentation
requires review, or a change is being made relevant staff are consulted on how to improve
the process and are involved in the changes ie review of procedures or work instructions and
the risk assessments required as part of the review or change.
Details of methods, responsibilities and documentation are defined in the following written
procedures.
Improvement Suggestions Procedure
6 Planning
6.1 Actions to address risks and opportunities
This section outlines the way in which hazard identification and risk assessments are
documented in the Integrated Management System, to ensure adequate hazard identification,
hazard/ risk assessment, control of hazards/risks and evaluations are undertaken. The
processes and documentation used will encompass OHS, environmental and quality hazards
and risks, in alignment with relevant legislation, regulation and AS/NZS ISO 9001:2015, AS/NZS
4801:2001, AS/NZS ISO 45001:2018, and AS/NZS ISO 14001:2015.
Hazard identification and risk assessments will be undertaken on activities performed by the
Presentation and Assets Directorate, including work instructions, procedures, processes, job
sites, projects, plant, tasks, materials and contractors, as well as after accidents and/or
incidents. These will include potential hazards to the health and safety of employees and
other stakeholders, damage to plant, buildings, equipment, infrastructure and the
environment as well as the organisation’s finances and reputation. In addition, hazard
Identification will be incorporated into design phases and purchase of good and services and
formal contractual agreements with external parties.
Risks associated with the identified hazards will be assessed, prioritised and controlled in
accordance with procedures and in line with the accepted hierarchy of controls as per below:
Controls implemented will be monitored for compliance, adequacy and effectiveness, and
new assessments will be undertaken if deemed appropriate. Outcomes (where required) will
be communicated to relevant staff via an array of communication channels including
Management Review Meetings, Presentation and Assets Manager Meetings, Safety
Committee meetings and site-specific staff meetings, to ensure appropriate review,
consultation and follow up is undertaken. Where appropriate, outcomes may be used to guide
any amendments to objectives and targets, risk registers, aspects and impacts, OHS
management plans, environmental management plans, training needs and operational
controls.
Details of methods, responsibilities and documentation are defined in the following written
procedures.
PR 9.02 Site Hazard Control (PDF)

PR 9.03 Plant & Work Systems Hazard Identification (PDF)
PR 9.05 Emergency Procedures (PDF)
6.2 Objectives and planning to achieve them
This section outlines the way in which the Integrated Management System is planned,
including specific project plans.
The policies detailed in this manual, and the procedures listed define and document how
requirements for quality, Occupational Health and Safety (OHS) and/or environmental
management will be met for all current products and services. When a new product or service
is introduced, the responsible Business Unit Manager, Coordinator/Team Leader and/or
Quality Systems Coordinator (as appropriate), defines and documents how any additional
requirements for quality, Occupational Health and Safety (OHS) and/or environmental
management are met.
Objectives and targets for the Integrated Management System will be set and reviewed
periodically by the appropriate level of management and escalated to the Director
Presentation and Assets (as required) for review, feedback and actioning. They will be
documented along with their performance indicators, and the performance reviewed at
management review meetings. Specific action plans will be established for various areas and
functions as required. Each Business Unit will document a Business Plan, providing an
overview of the unit, service outcomes, Environmental Analysis, Stakeholder Analysis, Action
selection and KPI’s aligning to the Community Plan. These Business Plans are reviewed
annually and run Financial Year to Financial Year and are reported on at least quarterly.
Environmental Aspects and Impacts will be established for each business unit within the
Presentation and Assets Directorate and procedures implemented to clearly define roles,
responsibilities and review timeframes. Any significant aspects that emerge will be
documented and escalated accordingly. These will also be taken into account when
establishing, implementing and maintaining the Integrated Management System framework.
Legislative and regulative requirements are identified and documented within relevant
policies, procedures, work instructions and the environmental aspects and impact register.
Access to staff is made available on ECM/CiAnywhere and the U Drive.
Identification of hazards, hazard/ risk assessment and control of hazards/ risks are
documented within organisational risk registers, relevant policies and procedures, and
incorporated (where applicable) within work instructions, checklists, forms, risk assessments
and Safe Work Method Statements (SWMS). All are reviewed periodically to ensure validity
and adequacy of content. Mechanisms are also in place to ensure that if required, information
is escalated to Top Management for review and actioning in an effective and efficient manner.
Project Plans (PPs) will be developed where required under specific contracts or agreements,
where particular information on specific projects needs to be disseminated to employees and
stakeholders, or where new projects, services or products have unusual requirements that
are not covered by existing procedures. These will contain information on quality,
Occupational Health and Safety (OHS) and/or environmental management procedures,
details of the project and other relevant data, are approved by the appropriate Manager as
necessary, and will include approval by the client if or when specified.
Details of methods, responsibilities and documentation are defined in written procedures:
PR 9.01 Process Control (PDF)

PR 9.03 Plant & Work Systems Hazard Identification (PDF)
TP 9105 Project Plan Development
6.3 Planning of changes

As discussed in item 4.4 a systematic process is followed to carry out any changes to the
Integrated Management System. The need for changes are identified in various ways and
documented, for example this can be from audits, site inspections, a change in technology or
equipment, outcomes from investigations into hazards or incidents, gap analysis, staff
initiatives, identified in staff performance reviews or in unit business plans and customer
requirements. Any changes will need to be assessed for their potential consequences,
including resourcing, responsibilities and authorities and approved by the appropriate Top
Management Representative/s. Changes to the Manual or other Integrated Management
System documentation will need to go through the approval process as mentioned below in
item 7.5.
7 Support
7.1 Resources
The resources required to implement, and maintain the Integrated Management System, and
to maintain and continually improve performance in all aspects of business are identified,
provided and maintained by the appropriate unit. These include not only the competent staff
and appropriate equipment, but the infrastructure and environment necessary to carry out the
work and include both internal and external resources.
The City of Greater Bendigo has a dedicated team consisting of the Coordinator Business
Improvement and the Quality Systems Coordinator responsible for the overall
implementation, maintenance, review and sustainability of the Integrated Management
System framework for the Presentation and Assets Directorate. They are the primary contacts
for the IMS framework and the accreditation program, and detailed performance indicators
are encompassed within the position description. They will monitor the effectiveness of the
Integrated Management System framework and ensure that it is reviewed accordingly to
ensure the efficient and effective promotion of stakeholder requirements throughout the
Directorate. The Coordinator Business Improvement is responsible for notifying their third-
party accrediting body of any amendments to the Integrated Management System framework
that may impact Integrated Management System certification.
If any works to be undertaken fall out of the usual scope of the Presentation and Assets
Directorate outlined in item 4.1 or are unable to be scheduled in the required timeframe with
existing resources, they may be outsourced to an external provider. External providers will
be sourced under the guidelines of the City of Greater Bendigo Procurement Policy as per
details in item 8.2.
Plant and equipment shall be purchased in accordance with a plant replacement program that
considers the organisational needs of the unit and plant and equipment usage. The
organisation also ensures that staff have suitable offices and sites to work from. The
resources shall be ‘fit for purpose’ and comply with Occupational Health and Safety (OHS)
and environmental requirements. This includes information and communication technology
and software, tools, furniture and fittings. The Organisation is also committed to providing
staff with an environment that looks after their wellbeing physically, socially and
psychologically in accordance with City of Greater Bendigo Policies and Procedures
managed by the People and Culture Unit.
Additional resources are often required to meet changing organisational and customer needs
and will be determined by Business Unit Managers in conjunction with their teams. The
relevant Business Unit Manager will submit a Business Case outlining the requirements for
consideration of the Executive Management Team and the Council as part of the Budget
Process.

PR 1.02 Management Organisation (PDF)
PR 9.04 Plant & Equipment (PDF)
Organisational Charts
City of Greater Bendigo
CEO
EXECUTIVE ASSISTANT MANAGER COMMUNICATIONS
DIRECTOR DIRECTOR DIRECTOR DIRECTOR

HEALTH & WELLBEING STRATEGY & GROWTH CORPORATE PERFORMANCE PRESENTATION & ASSETS
MANAGER DIRECTOR MANAGER

MANAGER
ACTIVE & HEALTHY BENDIGO ART BUSINESS
ENGINEERING
LIFESTYLES GALLERY TRANSFORMATION
MANAGER MANAGER MANAGER

MANAGER
COMMUNITY BUSINESS SERVICES PARKS & OPEN
FINANCIAL STRATEGY
PARTNERSHIPS SPACE
MANAGER
MANAGER MANAGER
COMMUNITY MANAGER
CAPITAL VENUES & PROPERTY
WELLBEING GOVERNANCE
EVENTS SERVICES
MANAGER MANAGER MANAGER MANAGER

SAFE & HEALTHY STATUTORY INFORMATION RESOURCE
ENVIRONMENTS PLANNING TECHNOLOGY RECOVERY &
EDUCATION
MANAGER
REGIONAL MANAGER MANAGER
SUSTAINABLE PEOPLE & CULTURE WORKS
ENVIRONMENT
MANAGER
MANAGER PROJECT
TOURISM & MAJOR MANAGEMENT
EVENTS OFFICE
Note:
1. Dotted line indicates roles and responsibilities for Integrated Management System Functions.
2. Teams or positions in green are not in scope of Integrated Management System.
Business Transformation
Note:
1. Dotted line indicates reporting responsibility for Integrated Management System.
2. Teams or positions in green are not in scope of Integrated Management System.
Presentation & Assets Directorate
Engineering Unit
Parks and Open Space
Property Services Unit
450
340 PERSONAL
MANAGER PROPERTY ASSISTANT /
SERVICES PROJECT
FTE 1 OFFICER
FTE 1
449
491 515 525
241 PROJECT
CONVEYANCING HERITAGE STRATEGIC
COORDINATOR COORDINATOR,
SERVICES ARCHITECT PROPERTY
PROPERTY PROPERTY
OFFICER ADVISER ANALYST
FTE 1 SERVICES
FTE 0.8 FTE 0.6 FTE 1
FTE 1
630 678
PROPERTY SENIOR
ASSET OFFICER PROJECT
FTE 1 OFFICER
FTE 1
372
90
PROPERTY
SENIOR
ADMINISTRATIO
PROJECT
N OFFICER
OFFICER
FTE 0.3
FTE 2
371
TEAM LEADER - 604
PROJECT PROJECT
OFFICER OFFICER -
FTE 1 PROPERTY
FTE 2.8
87
ADMINISTRATIO
N OFFICER 877
FTE 1.2 PROJECT
DELIVERY
868 OFFICER -
PROPERTY PROPERTY
SUPPORT FTE 1
OFFICER
FTE 1
424
PROJECT
SUPPORT &
243 ADMINISTRATIO
PROPERTY N OFFICER
CONTRACTS FTE 0.6
OFFICER
FTE 1
914
TRAINEE -
242 PROPERTY
ADMIN - SERVICES -
TECHNICAL TEMP
OFFICER FTE 0
FTE 1
Resource Recovery & Education Unit
Works Unit
7.2 Competence
This section outlines the way in which competency and training requirements, and resources,
are identified, provided and monitored.
The Presentation and Assets Directorate regards the use of competent staff to be essential
in maintaining the health and safety of its people (including contractors and the public), the
environment, and the quality of its service and products. Where required, staff training and
awareness will be conducted in consultation with employees to ensure training needs are
identified, met and reviewed for continual improvement. The delivery of staff training will be
undertaken by persons (internal or external) with appropriate knowledge, skills, qualifications
and experience.
Staff training and awareness of the Integrated Management System is undertaken in a variety
of ways, and ensures that specific needs are encompassed in communications,
documentation and face to face discussions. Roles and responsibilities related to the
Integrated Management System are also embedded within position descriptions, procedures,
work instructions and performance indicators for key stakeholders. When staff join the
Presentation & Assets, they are to be inducted to the IMS and sign off that this is completed.
All employees within the Presentation and Assets Directorate have a detailed position
description which outlines the competencies required for the array of roles held. Performance
reviews are periodically conducted as part of the ongoing review of resource allocations,
contingency planning and future training needs. This process also ensures that staff are
aware of their role, responsibilities and overall contribution to Integrated Management System
and organisational objectives. Records of staff training, education, professional
development and skill acquisition are kept in personnel files, managed by the People and
Culture Unit of City of Greater Bendigo.
Management, in consultation with the workforce, are responsible for periodically reviewing
the level of competence required in relation to the risks and hazards involved in health and
safety, the environment, and the quality of products and services, and for identifying where
additional training may be required.
Competence is determined at the point of interview and induction and is defined as the
application of:
• experience and/or
• qualifications and/or
• skills and/or
• training (internal or external) that enables the works to be carried out in an appropriate
manner.
Training is provided to ensure staff, contractors and visitors possess required competency
levels for their designated roles and responsibilities. Documentary evidence of such training,
competencies and reviews is maintained, by the People and Culture Unit of City of Greater
Bendigo.
Details of methods, responsibilities and documentation are defined in written procedures.
PR 18.01 Training and Competencies (PDF)
7.3 Awareness
Staff are trained and educated on the Integrated Management System in a variety of ways
including; physical and video inductions, training sessions, toolbox meetings, emails,
Integrated Management System brochures, internal audits and site inspections. Staff must
sign off on relevant work instructions and SWMS to show that they understand the work
practices and how they are to carry out their tasks in a safe manner. The Integrated
Management System Policy is displayed on staff noticeboards throughout the directorate.
Any outcomes from investigations or audits are communicated to relevant staff along with
control measures implemented. Staff are encouraged to report any hazard or near misses,
without fear of undue consequences. A IMS SharePoint page has been developed and is
continually being updated to provide staff with information about the IMS
https://cityofgreaterbendigo.sharepoint.com/sites/BusinessImprovement/SitePages/IMS---
Integrated-Management-System.aspx
7.4 Communication
This section outlines the way in which internal and external communication is provided. This
includes the way in which the Presentation and Assets Directorate disseminates and gathers
information, escalation of outcomes to governing committees, consultation with employees
and other stakeholders, handling of complaints and requests from stakeholders, and reports
on the operation of the units to management and councillors.
The City has a dedicated Communications team that reports directly to the CEO. This team
is governed by policies, strategies and plans which outlines how the City of Greater Bendigo
will communicate, including how we deal with complaints and criticism, public events, who
our audience is, the way which we are to deliver our message and by whom within the
organisation. This also includes communication in relation to emergencies, environmental
and Occupational Health and Safety (OHS) concerns and confidential and sensitive matters
which will also be dealt with by this team.
The Presentation and Assets Directorate has an array of established processes for
communicating information and data between management, employees, stakeholders and
the public. The processes involved will depend on the interested parties involved and the
nature of the information or data, and may include (but not limited to);
• Management, toolbox, and staff meetings

• Management Review Meetings
• Noticeboards
• Media releases
• Letters, notices, brochures and/or pamphlets to stakeholders and people affected by
works
• Council Listening Posts – community meetings
• Electronic (eg. email, newsletters, City intranet, social media, television, radio)
• Training sessions
• Reports
• School, kindergarten and community groups (eg education programs on waste and
recycling, parks staff conducting tours of gardens and reserves)
As part of the general communication process, consultation with our employees will be
undertaken (as required) during the development of policies and procedures, hazard
identification and risk control, Occupational Health and Safety (OHS) representative
selection, and changes to work procedures and practices. Any consultation required by
legislation will be carried out in the required manner in accordance to our policies and
procedures. Any relevant changes are also communicated to relevant external parties that
are affected ie contractors or suppliers.
Complaints, compliments, feedback and requests from stakeholders are received by the City
Customer Support team and communicated via the Pathways Request System for phone
calls, emails and internet communication and via CiAnywhere for letters. These requests
and/or complaints are assigned to the appropriate person for action. After the request or
complaint has been actioned it is signed off on the Pathways Request System or CiAnywhere
with the appropriate response. This process is defined further in PR 9.08 - Complaints and
Requests. Complaints may also, if required, be investigated as per PR 13.01 - Incident
Reporting, Investigation, Prevention and Control.
A suite of City external documents are also utilised within the Directorate to ensure seamless
planning and operation of the Integrated Management System and communication of service
provision to customers. Outlined in PR 5.02 Monitoring of External Requirements, these
documents are accessible via the City Intranet and Ci Anywhere database.
External documents from other stakeholders and regulatory bodies may also be utilised to
provide feedback, updates and progress on projects, continual improvement and data
collation. These will be tracked via PR 5.02 Monitoring of External Requirements.
Reports will be generated for management on the performance of the system, including, for
example, any incidents, failures, non-conformances, corrective actions, and opportunities for
improvement. Any statutory reports will also be made to the required authorities.

PR 9.08 Complaints and Requests (PDF)
PR 13.01 Incident Reporting, Investigation, Prevention and Control (PDF)
7.5 Documented Information

This section describes the way in which all documents relating to the Integrated Management
System are controlled. Such documents and data comprise of:
• Documentation and data required for the achievement of conformity with standards,
regulations and/or customer requirements.
• Documentation and data required for the effective operation of the Integrated
Management System.
• Records used in the Integrated Management System including, (where relevant),
electronic records and data.
• Archiving of Documents from within the Integrated Management System to the City
Archive Facilities.
The documentation and data required for the effective operation of the Integrated
Management System includes, but is not limited to:
• Integrated Management Manual

• Documented System Procedures and Technical Procedures
• Work Instructions and Forms
• Records and Registers
The Quality Systems Coordinator (or delegate) shall ensure all documents and data used in
the Integrated Management System are properly identified and controlled. Within the footer
of each document, the following information will be included:
• Issue Date
• Review Date
• Document No:
• Revision Number
• Page number(s)
All documents shall be legible, traceable to the service and/or product (where appropriate)
and maintained in an orderly and accessible manner.
The Quality Systems Coordinator (or delegate) shall ensure that current issues of relevant
documents are able to be accessed at all locations requiring such documents, and that
obsolete documents are removed, or identified as obsolete, to avoid the inadvertent use of
incorrect documents.
Document registers shall identify the current issue status of documents and be readily
available, so as to preclude the use of invalid and/or obsolete documents.
All documentation shall be reviewed and approved prior to use by a nominated authority as
defined in PR 5.01 Document and Data Control, who shall have access to, and take notice
of, relevant background information.
Where a new document is required it can be initiated by any staff member, as can changes
to a document. It shall be reviewed for relevance and, where required, developed and
implemented as defined in PR 5.01 Document and Data Control.
All document changes shall be reviewed and approved at the original review and approval
authority level. Documents external to the IMS such as those from The City are not within the
control of the IMS and are therefore not amended under these processes. However, staff
working under the IMS may be consulted on documents that they are an interested party to
and contribute by providing feedback.
The nature of document change(s) for this manual shall be documented on FM 502 Document
Approval Form or the Tech1 IMS Document Approval Form. Data, such as additions to
document registers, meeting minutes etc shall be controlled as defined in written procedures.
The Quality Systems Coordinator and/or delegate, prior to release, approves all revisions and
issues of the Integrated Management System Manual and will be responsible for notification
of all revisions of the Integrated Management System Manual as and when changes are
approved. All revisions are issued under cover of a Document Approval Form, which contains
the reason for change.
The Quality Systems Coordinator (or delegate) is responsible for deciding when the
Integrated Management System Manual will be revised, which will be at least annually.
Externally generated documents and software (if applicable) such as Standards, Acts,
Regulations, Codes of Practice and other guidance, and client specifications, are controlled
as above, where such control is applicable. The Quality Systems Coordinator (or delegate)
shall ensure such documents are updated as defined in PR 5.02 Monitoring of External
Requirements.
Organisational documents (generated externally to the Presentation and Assets Directorate)

will be noted as External Documents within FM 503 Document and Data Control Register.
These documents are accessed via the City Intranet and Ci Anywhere database.
The Director Presentation and Assets, prior to release, shall approve the Integrated
Management System Manual.
Controlled copies of the Integrated Management Manual are located at U:/ Works/ Master
System (Integrated) and on CiAnywhere. All printed versions are to be considered
uncontrolled copies and will not be maintained or updated by the Quality Systems
Coordinator/s and will be current only at the time of issue.
The Quality Systems Coordinator/s (or delegate) shall ensure the records required in the
operation of the Integrated Management System are properly maintained.
Records shall be maintained to demonstrate achievement of the required specifications and

the effectiveness of the Integrated Management System. Such records shall include (as
appropriate), but not be limited to:
• Achievement of conformity with standards, regulations and/or customer requirements

• Inspection reports
• Test data, calibration results and Certificates of Conformity
• Non-conformance, corrective action and incident reports
• Supplier assessment reports
• Customer satisfaction reviews
• Training and competencies of staff
• Project reviews
• System effectiveness
• Internal audit reports
• Management review meeting minutes
• Hazard identification and controls
All records must be legible and identifiable to the service or process concerned and be stored
and maintained in such a manner that provides for ready access. Storage facilities shall be
such that they prevent deterioration, damage or loss. Storage of records and data may be in
hard copy or in electronic form.
Minor incompleteness of forms, or the filing of the wrong duplicate/triplicate sheets, shall not
invalidate the records.
If a contract requires, records will be made available to the client for examination. Copies of
the records can be supplied from the originals, which are not to be removed from the
organisation’s location.
all documents/records that have been developed within the Integrated Management System
will be maintained and archived under the guidelines set out by City and outlining regulations
for archiving timelines and framework. These are accessible through the Ci Anywhere
database on the City Intranet or here.
PR 5.01 Document and Data Control (PDF)
WI 9058 Archiving
8 Operation
8.1 Operational planning and control
This section outlines the way in which work processes are planned and controlled and Special
Processes (where applicable) are identified and monitored.
Work processes are planned and defined prior to execution and monitored by means of
random and/or staged verification and tests, where considered appropriate. Procedures and
resources are selected and suitably maintained to ensure that they are capable of meeting
the project requirements including Occupational Health and Safety (OHS), quality and
environmental. Documented technical procedures and work instructions are used to control
work processes and describe the work activity and its purpose, the performance guidelines
for acceptance, required records, and the important work tasks to be performed. Such
procedures take into account:
• contract/project details
• service and/or product requirements
• process requirements
• work methodology
• drawing references, standards, specifications and control plans
• workmanship criteria can be specified, as appropriate, in:
o illustrations
o written standards/procedures
o representative samples

(See also Project Plans, Technical Procedures, Work Instructions and Forms.)
PR 9.01 Process Control (PDF)
8.2 Requirements for products and services

This section describes the way in which the requirements of products and services are
determined and are reviewed to ensure that the client's requirements can be fully met.
A review of the client's requirements will be undertaken prior to tender submission, order
acceptance and the commencement of any work. This review will involve liaising with the
client to ensure that the specified requirements are clearly understood and can be met, and
confirm the following criteria, as appropriate:
• scope of work
• client profile and capabilities
• client specifications
• regulatory requirements
• relevant external and in-house standards and procedures
• internal capabilities (resources, work processes, quality assurance, Occupational
Health and Safety (OHS), environmental and sub-contractor requirements)
• comparison of order with tender or quotation as applicable
Authority to approve tender submissions is determined by the risks involved with the tender
and the client. Any variation to requirements requested by the client after the order has been
accepted will be reviewed as defined above. All employees and stakeholders affected by any
amendments will be notified. Records of reviews and variations will be maintained.
The City Procurement team manage the process for purchasing goods and services. The
following City documents provide guidelines of how and when to carry out procurement and
what documentation is required to be used and kept:
• Procurement Procedures Manual

• Contract Management Manual
• Project Management Manual
• Procurement Policy
• Process for Tendering and Contracts
• Employee Code of Conduct
These documents are available on the City intranet and ECM/CiAnywhere.
Suppliers will be assessed under the City Procurement Policy for adequacy and compliance
to conduct tasks outlined in contractual agreements and purchase orders. The City preferred
method of seeking quotes from suppliers is via VendorPanel. (for more information see
SharePoint page here). Where applicable, this will incorporate pre-qualification criteria and
provision of certificates/ qualifications as evidence of compliance by third party assessment.
Suppliers will be evaluated and selected, and the degree of control exercised, based on the
effect of the product and/or service supplied on the final product, their quality, Occupational
Health and Safety (OHS) and environmental management system, and/or their track record.
Suppliers will be evaluated and selected on their ability to provide a safe, environmentally
friendly product of the required quality. Subcontractors will be selected, on their ability to
provide the required services and comply with the safety and environmental requirements of
this unit and current legislation. The level of monitoring and control required for the
supervision of these suppliers and subcontractors will be related to their level of system
control.
All contractors and service providers must demonstrate their commitment to a health and
safety culture in accordance with City of Greater Bendigo requirements and standards
by becoming an approved prequalified supplier with CITY before commencing any works or
onsite consultancy. Prequalification’s are conducted via the online portal Linksafe. The list of
Pre-qualified Contractors can be found through Login access to the Linksafe System.
The method in which suppliers of products and/or services are assessed for use, purchasing
documents are reviewed and verification of purchased products and/or services is provided,
to ensure that purchased products and/or services conform to specified requirements.
Purchasing documents must contain a clear description of the product and/or service required
and inclusion of relevant timeframes and locations. Such descriptions should contain details
such as, drawing references, catalogue numbers, identification codes and titles, process
requirements and any other relevant data. Purchasing documents are reviewed and approved
prior to release to the supplier.
Stakeholder complaints and requests may be received by mail, telephone, email, website
online request or in person at a number of Council offices, most coming in through the
Customer Services department. These complaints or requests are entered into the Pathways
System and forwarded to the appropriate unit/officer for action. This enables the request to
be tracked, and actions and timeframes to be allocated and recorded. The timeframes should
be in line with the Customer Service Charter, and/or relevant timeframes noted in procedures
or work instructions. Some complaints and/or requests also come from CiAnywhere in the
form of incoming mail.
PR 6.02 Purchasing (PDF)
8.3 Design and development of products and services
This section describes the way in which design and development works are planned,
controlled, reviewed, verified and validated. This includes the inputs and outputs required to
ensure the end product meets the stakeholder’s requirements and any applicable statutory
and regulatory requirements.
Designs are either carried out by qualified in house teams or outsourced to external qualified
consultants. Design and development shall be conducted in planned stages, with checking
and reviews conducted at various stages to ensure that requirements are being met, and any
alterations, reviews and deficiencies are addressed as they arise. The design shall be verified
and validated as required by the plan. In house designs undergo a peer review, external
designs are checked by qualified internal staff if in their area of expertise or by a working
group of stakeholders to ensure it meets the specification requirements.
The design shall be conducted with reference to the stakeholder, legal, performance and any
other necessary requirements, to provide a design or product that meets all criteria for
acceptance of the finished item.
Any variation to requirements requested by the client after the design has been reviewed or
accepted will be reviewed as defined above. All employees and stakeholders affected by any
amendments will be notified.
Records of reviews, verifications, validations and changes will be maintained.
TP 9304 Public Space Design - Plan and Design Development (PDF)
TP 9503 Design Planning and Review (PDF)
TP 9606 Design Documentation Delivery (PDF)
8.4 Control of externally provided processes, products and services
The Presentation and Assets Directorate may utilise externally supplied products and
services to complete the works they undertake. The controls applied to externally provided
processes, products and services are outlined above in item 8.2 and documented in the
procurement and contract processes.
Products purchased/supplied for jobs will be assessed upon receipt for suitability and quality
prior to acceptance of the product. In the case of non-conforming or unsuitable client supplied
service and/or product, or if such product should be lost or damaged, appropriate corrective
action shall be agreed upon with the supplier and recorded. Products shall be appropriately
stored and maintained to ensure they are suitable for use the quality of the finished product
is not compromised.
External services to the organisation shall be monitored by suitably qualified or experienced

staff to ensure that their performance is in accordance to the written agreement/contract.
Contractors shall be subject to inspections and checks which shall be recorded and stored,
any non-conformance will be communicated to the contractor in writing. A suitable action to
rectify the non-conformance will be agreed upon in writing.
Products/services accepted for use by the Presentation and Assets Directorate are of
adequate quality, non-conforming products/services are detected during processing, and only
products/services meeting specified requirements are provided to our customers. Where
appropriate products/services will be inspected and tested upon receipt from suppliers, they
will be subject to inspection during processing, and final inspection prior to delivery to
customers, and the maintenance of associated records. This encompasses the means by
which various component parts can be traced is provided.
Where appropriate or requested by clients, identification is maintained from receipt

throughout the production stages up to the point of delivery and where appropriate,
installation. This ensures that the conformity status of service and/or product is readily
identifiable at all times, and the identification method used ensures that only conforming
service and/or products are used.
Where products are deemed to be non-conforming they will be segregated or isolated as

appropriate to ensure they are not used in the works. Inspections/tests will be carried out
during construction work to ensure that it meets the specified design requirements. If service
or product is deemed to be non-conforming by not meeting specifications a non-conformance
is to be documented. The non-conformance is to be rectified in accordance to the
agreement/contract prior to final inspection and signoff of works.
PR 10.01 Inspection and Testing (PDF)
PR 15.01 Handling, storage, packaging, preservation and delivery (PDF)
8.5 Production and service provision
The Presentation and Assets Directorate is a provider of high quality services including asset
maintenance and construction works on infrastructure and buildings. This is achieved through
environmentally responsible design and implementation. Whilst adhering to relevant
standards, legislation, regulations, customer requirements, community needs and budgetary
constraints. Services provided consist of:
• Asset planning and engineering, urban and landscape design

• Constructing and maintaining roads, footpaths and drainage systems
• Development, protection and maintenance of parks and the natural environment areas
within the municipality
• Management of waste and recycling collection, landfill sites, transfer stations, street
cleaning and waste education.
• Designing and delivering infrastructure, including Council owned buildings
• Management of significant infrastructure projects
Service based and maintenance works are carried out on a planned schedule or as required,
determined by inspection or customer request. Capital works are weighted and calculated to
form a priority list. Projects high on the list will be designed and developed from the scope in
the Project Brief. Project briefs are developed in the first instance for each project, including
what the project is, where it is to be built, the standards to be met, known problems involved,
what permits may be required. These briefs shall take into account the requirements of the
stakeholders, including legal, performance and end use. When approved in the Council
budget, the project will either be carried out by the in-house teams or Project Managed by
Presentation and Asset staff under quote or tendered contracts.
Suitable equipment and amenities shall be used for the provision of services. Equipment
shall be kept in good working condition and will be “tagged out” if not compliant and not used
until repairs are undertaken. Offices and sites shall be inspected for compliance to
Occupational Health and Safety Regulations to ensure suitable work conditions.
The works carried out will be monitored and measured by suitably qualified or experienced
staff through documented inspections and checks. Staff shall be determined as suitable for
their roles by the requirements stated in their position descriptions. External contractors will
be subject to adherence to specifications under contract. Internal staff will follow procedures
and work instructions and use relevant forms and systems for recording information.
Supervisory staff will ensure that specifications and designs are implemented and that
monitoring and measuring of activities will be carried out at appropriate stages to ensure
acceptance criteria is met.
Any changes to the original design shall be documented, authorised and retained. Changes
made shall be reviewed to ensure that they continue to conform to the client’s requirements
and meet statutory and regulatory standards.
8.6 Release of products and services
Practical completion inspections will be carried out on construction projects and any defects
will be recorded. Defects will be listed and a timeframe for completion provided if external
contractors are responsible for the works. Supervisors of in-house projects will direct staff to
re-work and rectify defects in a timely manner. Once satisfied that there are no defects and
that the project requirements have been met externally contracted works will be provided a
Final Certificate. Projects managed by City departments will be forwarded a Handover Report
to the relevant department. All relevant documentation shall be filed and retained.
8.7 Control of nonconforming outputs

Inspections and investigations can be either planned or unplanned in origin. Planned
inspections come from an inspection program for infrastructure, roads and drains, with
frequencies derived from the Road Management Plan and other programs and are conducted
by inspectors who input any defects found into the Pathways Request System or Conquest.
They can also be from supervisory staff or Project Managers checking on works as per above
in 8.6. Externally contracted works are under a defect liability period and will be inspected at
the end of this period to ensure all work is up to standard prior to sign off and release of
retention money.
Unplanned inspections and/or investigations may emerge from complaints and requests,
either from the public direct or through the Pathways Request System and are addressed by
inspectors or other personnel in accordance with PR 9.08 – Complaints and Requests.
Defects found are to be entered into the Pathways Request System or Conquest and/or sent
direct to the appropriate maintenance area if immediate action is required. Further details are
contained in the following procedure:
PR 9.08 Complaints and Requests (PDF)
8.8 Emergency preparedness

The City of Greater Bendigo as with all Municipalities have emergency management
responsibilities, particularly in coordinating relief and recovery support and providing
resources to support response agencies, because they are the closest level of Government
to their community. All Council Directorates have a role in emergency prevention and
preparedness for response and recovery. The City of Greater Bendigo has an Emergency
Management Team made up of members from all the Directorates and coordinated by the
Resilient Communities team. The agreed arrangements for the prevention of, preparedness
for, response to, and the recovery from emergencies that could potentially occur in the City
as identified in the Emergency Management Act are documented in the Greater Bendigo
Municipal Management Plan (MEMP) available on the City of Greater Bendigo website here.
The objectives of the MEMP are to:
• Implement measures to prevent or reduce the cause and effects of emergencies

• Manage arrangements for the utilisation and implementation of municipal resources in
response to emergencies
• Manage support that may be provided to or from adjoining municipalities
• Assist the affected community to prepare for and recover from an emergency
• Complement other local, regional and state planning arrangements
The City of Greater Bendigo works with other relevant authorities and agencies to form
planning committees who are responsible for carrying out an assessment and subsequent
reviews to identify existing and potential risks and develop treatment management plans.
Potential risks have been identified and given a risk rating and treatment options have been
documented for each risk using a Community Emergency Risk Assessment (CERA).
As one of the four Directorates of the City of Greater Bendigo The Presentation and Assets
Directorate follow City established procedures to respond to a range of emergency situations
including trauma, serious injury or fatality, spills, fire, toxic discharges, pandemic,
environmental disasters, natural disasters including flooding and storms, and evacuations.
These procedures will be communicated to employees and other stakeholders as applicable,
tested and revised as needed.
The WHS team coordinate the Emergency Response Plans, training of Wardens/staff and
the drill schedule. Each site has an Emergency Planning Committee whose role it is to assess
the risks, ensure adequate resources and training, plan the drills and ensure procedures and
equipment is current and tested. Generally, procedures will be tested by running evacuation
drills and/or mock exercises, simulations or desk top exercises. The results of these shall be
recorded and used to improve the procedures and may provide the basis for additional
training. Each site has a SharePoint page under Office Locations that the EPC is responsible
to update available here. Further details are contained in the following procedure:
PR 9.05 Emergency Procedures (PDF)
9 Performance Evaluation
9.1 Monitoring, measurement, analysis and evaluation
This section describes the means by which adequate inspection, monitoring and measuring
is provided to demonstrate the performance of the system, and conformance to the specified
requirements, including the quality of services and products, safety and health of people,
compliance with legal requirements, and environmental impact. It also includes monitoring,
measuring and test equipment, including test software where appropriate, and how such
equipment is calibrated and maintained.
The Integrated Management System will be monitored to optimise its performance and to
evidence improvements as a management tool. This will be achieved in a variety of ways
that include (but not limited to) internal audits, quarterly organisational health check reports,
health surveillance, monitoring of customer satisfaction, analysis of data, and management
review meetings. Details of methods, authorities, responsibilities and documentation are
defined within policy and procedures encompassed within the Integrated Management
System framework. Outcomes of these reviews will be escalated to relevant committees as
appropriate to ensure appropriate information is provided for governance arrangements and
decision making.
Adequacy of service provision is encompassed within procurement processes and embedded

within City Procurement Policies. Adequacy of the provision of products is determined via
inspection and/or tested or monitored as directed in the applicable control documents.
Inspection instructions contain details of both inspection methods and acceptance criteria.
The extent to which suppliers control their service and/or product and processes, and provide
records of conformance, controls the level of receiving inspection. If incoming service and/or
product be required for urgent release without inspection, the information is recorded to allow
for recall and replacement in the event of non-conformance to the specified requirements.
Conformance of the service and/or product is established through the use of process
monitoring, inspections or tests. The completion of each inspection or test is recorded. As
each inspection or test stage, including the final inspection is cleared, the completion of prior
inspection and test approvals are verified. The results of all inspection and test activities are
recorded to provide evidence of service and/or product conformance or failure and show that
service and/or product has been released by authorised personnel.
The inspection and test status of service and/or product is always readily identifiable , as
defined in the procedures. Such identification will provide for the ready identification of service
and/or product conformance or non-conformance.
Non-conforming services and/or products, and safety and environmental arrangements, are
identified as such an action taken as defined in documented procedures.
Details of methods, authorities, responsibilities and documentation are defined in written

procedures:
• City Procurement Policy

Activities and processes are monitored and measured for their effectiveness in relationship
to safety and health, and their impact on the environment, as set out in the documented
procedures. This will include compliance with relevant legislation and regulation, as well as
hazards, impacts and risks in work processes.
The health of our employees will be monitored where necessary, or where required by
legislation. This is primarily undertaken at an organisational level as part of health surveillance
checks and monitored as required by the Manager of each Business Unit. This includes (and
not limited to) influenza vaccinations, skin checks, Employee Assistance Program (EAP) and
health assessments.
The Presentation and Assets Directorate will also undertake staff immunisation programs for
potential staff exposure to needlestick injuries, contact with dead animals or bodily fluids from
animals.
Details of methods, authorities, responsibilities and documentation are defined in written

procedures:
• PR 10.02 Occupational Health and Safety Monitoring (PDF)

• PR 10.03 Environmental Monitoring (PDF)
• FM 989 Environmental Aspects and Impact register
• Quarterly Health Surveillance Report
• Internal Audits
New services and/or products are reviewed prior to introduction to identify:
• Measurement requirements
• Tolerances that apply
• Suitability of the measuring, inspection and test equipment
• Any inspection and test equipment or capability, additional to that currently available,
which may be required
A register of all inspection, measuring and test equipment is maintained and uniquely
identified and checked for accuracy or calibration at regular intervals. These checks shall be
recorded, along with the test status of the equipment.
Equipment will be handled, preserved and stored with care as described by the manufacturer
or relevant standards to maintain accuracy and fitness for purpose.
If equipment is found to be out of calibration since the last check a review of all service and/or
products accepted will be held to determine what action should be taken on service and/or
products accepted since the previous check.
PR 11.01 Inspection, Measuring and Test Equipment (PDF)
9.2 Internal audit
This section describes how all aspects of the Integrated Management System and operations
are audited at regular intervals to assess compliance with agreed procedures and regulations,
identify any non-conformances and implement corrective action where required.
Internal audits are planned by the Quality Systems Coordinator in such a way that all aspects
of the Integrated Management System are audited at least annually. The frequency of audits
is determined according to the results of previous audits and the significance of individual
system activities. Inspections of permanent sites are treated in a similar manner.
Audits shall include an evaluation of:
• Activities, processes, work areas, products and services being produced

• Practices, systems, procedures and instructions
• Documentation
• Compliance with Standards and Regulations
Internal audits are performed in line with documented procedures and/or checklists that
identify key elements and are conducted by suitably qualified and/or experienced personnel
who are not directly responsible for the area being audited.
The management responsible for an audited area recommends and implements any
corrective actions necessary to address deficiencies identified during the audit. Corrective
and preventive actions will be undertaken in a timely manner.
Non-conforming areas are re-audited to ensure corrective action has been taken and has
been effective or evidence needs to be provided to demonstrate the implementation and
effectiveness of the control.
Management utilises internal audit reports when reviewing the continued effectiveness of the
Integrated Management System.
PR 17.01 Internal Audits and Inspections (PDF)
9.3 Management Review

The Director of Presentation and Assets will review the performance of the Integrated
Management System framework at regular Presentation and Assets management meetings.
Records of these reviews will be documented in the minutes of these meetings. Further
recommendations for improvement will be documented in Interplan business planning (linked
to annual Community Plan) and where applicable, escalated to the Executive management
team meeting for consideration.
The review of the Integrated Management System will also be undertaken at 6 monthly
Management Review Meetings, involving the Presentation and Assets management team
and staff who hold key Integrated Management System portfolios. The scope of the
management review will encompass the effectiveness and efficiency of policies and practice,
and the ability of the framework to adapt to changing needs within the Directorate and the
organisation. The management review will also seek opportunities for improvement related to
Integrated Management System objectives and alignment with ISO 9001:2015, AS/ NZS
4801 - 2001 and ISO 14001:2015.
The management review will include review of internal audit outcomes and evaluation of any
organisational changes likely to impact the Integrated Management System framework or
associated systems associated with:
• Status of actions from previous Management Review Meetings

• Changes in external and internal issues that are relevant to the IMS including;
o The needs and expectations of interested parties
o Legislative and regulative compliance requirements
o Its significant environmental aspects
o Risks and opportunities
• Incidents, complaints, compliments, customer satisfaction, feedback and
communication from relevant interested parties
• Objectives and targets
• Presentation and Assets audits and status of non-conformities and corrective actions
• Performance of the Presentation and Assets Directorate
• Changes to key components of the IMS
• Adequacy of resources
• Recommendations of opportunities for continual improvement
Review Output
The output from management review meetings will include review and actions covering:
• Continual quality improvement initiatives

• Continuing suitability, adequacy and effectiveness of the Integrated Management
System framework
• Resource needs and allocations
Records of such reviews and meetings will be maintained by the Quality Systems Coordinator
or as delegated.
PR 1.01 System Review
PR 1.02 Management Organisation (PDF)
10 Improvement
10.1 General
This section details the way in which non-conformances, accidents, incidents, complaints,
corrective and preventive actions are documented, addressed and reviewed for effectiveness
and sustainability. This also encompasses the collection and analysis of data, leading to
ongoing improvement initiatives for systems, policies and work practices.
10.2 Incident, nonconformity and corrective action

The Presentation and Assets Directorate will take appropriate action to ascertain the root
cause of nonconformities. Actions undertaken will be appropriate to the outcomes of the non-
conformance(s) detected.
Non-conformances and accident/incidents are recorded and reviewed. The review includes
(as applicable) a review of processes, inspection and test reports, service reports and client
complaints to detect and eliminate potential and actual causes. Corrective actions, including
preventative measures, are implemented to prevent a reoccurrence, and verify ongoing
effectiveness and sustainability. Where corrective action results in changes to existing
documented procedures or practices, such changes are recorded and communicated to the
appropriate personnel.
Potential concerns and improvement opportunities, where identified by inspections, meetings

or other means, will be dealt with in a similar manner.
The Presentation and Assets Directorate will ensure that any product or service that does not
comply with identified specification/ requirements, will be identified and controlled to prevent
its use/ delivery. Procedures and Work Instructions detail the actions that need to be
undertaken when non-compliant products or services are noted.
Non-conformances (ie where a requirement has not been met) and accidents/incidents are
recorded, investigated and actioned, providing all relevant details of the incident, product,
service, event, hazard, risk or impact, and the actions taken.
The incident, where practicable, shall be isolated to prevent inadvertent or further use,
additional or further damage, or to preserve the site for further investigation. The details are
immediately forwarded to the relevant Manager or delegated authority for review. The relevant
Manager will disseminate key information to the Quality Systems Coordinator for inclusion in
the Corrective Actions Summary and associated documentation. It is also recognised that
incident notification and investigation processes will be undertaken in alignment with
organisational and regulative/ legislative requirements (such as WorkSafe and EPA)
Where a concession has been made to use a non-conforming product or repairs or reworks
are undertaken, details of acceptance are recorded. Relevant staff responsible for the
immediate action or non-conforming product or accident/incident are identified in written
procedures and on the Fix-it Form or Hazard/Incident Notification Form. All incident sites
repaired, or reworked services and/or products are re-inspected, in accordance with
documented procedures, before such service, product or site is released for use. Notifiable
accident/incidents will be reported to the relevant authorities as and when required by
legislation.
PR 13.01 Incident Reporting, Investigation, Prevention and Control (PDF)
10.3 Continual Improvement
The Presentation and Assets Directorate is committed to the ongoing implementation,

monitoring and analysis of its business activities to ensure continual improvement initiatives
are actively sought and embedded. This will ensure the ongoing sustainability of the
Integrated Management System framework, future growth across the directorate and safe
work practices for our staff, environment and key stakeholders.
Data will be collected from a variety of sources, including continual improvement framework,
customer feedback, customer request reporting, non-conformances, incidents, internal and
external audits, data analysis, via review of the Integrated Management System Policy and
objectives, meetings and employee suggestions, and analysed to determine trends and
concerns. This, combined with corrective and preventive actions, will lead to opportunities for
improvement to the Integrated Management System and work practices.
This data and its analysis will also enable management to make informed decisions in all
areas of the organisation, and will be tabled for review and discussion via an array of forums
including (but not limited to) Presentation and Asset Manager meetings, Management Review
meetings, toolbox meetings and staff meetings to demonstrate the effectiveness of the
Integrated Management System and evaluate continual improvement initiatives made.
Continuous Improvement initiatives can be documented on FM 1867 Continuous

Improvement Report. These are then logged onto the FM 808 Continuous Improvement
Register to provide reporting to the Presentation & Assets Management Team.

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INTEGRATED

Once printed this is an uncontrolled copy

2 Normative References .................................................................... 9

3 Terms and definitions ................................................................... 10

3.1 Terms related to organisation and leadership ......................................................... 10

4 Context of the Organisation ......................................................... 17

4.1 Understanding the organisation and its context ...................................................... 17

5 Leadership and Worker Participation .......................................... 28

5.1 Leadership and commitment................................................................................... 28

6.1 Actions to address risks and opportunities.............................................................. 40

9 Performance Evaluation ............................................................... 65

9.1 Monitoring, measurement, analysis and evaluation ................................................ 65

10.1 General ................................................................................................................ 69

The Presentation and Assets Management Team is committed to continual improvement.

Forms and Records

LEVEL 1 A management manual that describes Presentation and Assets Directorate

The sites within the audit scope are:

• Adam Street Depot, 64 - 90 Adam Street, Golden Square, VIC, 3552

ISO 9001:2015 Quality management systems – Requirements

ISO 14001:2015 Environmental management systems – Specification with guidance for

AS/NZ 4801:2001 Occupational health and safety management systems

ISO 45001:2018 Occupational health and safety management systems– Requirements

3.1 Terms related to organisation and leadership

CEO Chief Executive Officer of the City of Greater Bendigo

The City City of Greater Bendigo

COORD Co-ordinator is a senior supervisor of staff within the organisational

Environmental Part of the Integrated Management System used to manage

HSR Elected Health and Safety Representatives for Designated Work

H&S Health and Safety

Integrated The organisation structure, responsibilities, activities and events that

P&C People and Culture Unit in the Corporate Performance Directorate

Quality The totality of features and characteristics of a product or service

Top Person or group of people who directs and controls an organisation

Interested Person or organisation that can affect, be affected by, or perceive

3.2 Terms related to planning

Compliance Legal requirements and other requirements that an organisation has

Control of The process of elimination or minimisation of risks

Environment Surroundings in which an organisation operates, including air, water,

Environmental Element of an organisation’s activities or products or services that

Environmental State or characteristic of the environment as determined at a certain

Environmental Change to the environment, whether adverse or beneficial, wholly or

Environmental Objective set by the organisation consistent with its environmental

GIS Geographic Information System, a digital software system that

Hazard A source or a situation with a potential for harm in terms of human

Objective Result to be achieved

Plan A document describing, identifying or scheduling specific practices,

Prevention of Use of processes, practices, techniques, materials, products,

Requirement Need or expectation that is stated, generally implied or obligatory.

Risk Effect of uncertainty, the likelihood and consequence of that injury or

Risks and Potential adverse effects and potential beneficial effects.

The City City of Greater Bendigo

3.3 Terms related to support and operation

CBD Central Business District, a defined geographical area within the

Competence Ability to apply knowledge and skills to achieve intended results

Competent A person who has acquired through training, qualification, or

Concession The authorisation to use or release a limited quantity of service and

Contractor A person (sole trader), partnership or business engaged by the City

Documented Information required to be controlled and maintained by an

Form (FM) A document that is used to record an activity and is retained as

Outsource Arrange where an external organisation performs part of an