Communication and Consultation Plan

Aotea Main Works

Communication and Consultation Plan

CRL-AOT-RME-LKA-PLN-800027

Revision: 001

Date: 08 May 2020

and Consultation Plan

This document is uncontrolled when printed. This document should be printed in colour

Status

7.2.1.

7.2.2.

7.3

7.3.1.

1. Introduction

The City Rail Link (CRL) project comprises the construction, operation and maintenance of a 3.4 km underground passenger railway, running between Britomart Station and the North Auckland Rail Line in the vicinity of Mt Eden Station. The CRL also involves the construction of two new underground stations at Aotea and Karangahape and the redevelopment of the station at Mt Eden (refer to Figure 1-1). The design and construction of the CRL infrastructure between the Aotea and Mt Eden Stations is being delivered by the Link Alliance.

This Communication and Consultation Plan (CCP) has been prepared in relation to the Aotea Station main construction works

1.1 Aotea Station Overview

Once completed, the Aotea Station will include platforms, lifts, escalators, rooms for housing stations and tunnel services equipment, an entrance building at Wellesley Street, two additional entrance buildings at Victoria Street, a Plenum at Kingston Street, services, internal and architectural finishings, structural fittings, utilities services diversions and connections.

The location of the Aotea Station is primarily beneath Albert Street, connecting the Contract 2 (C2) cut and cover tunnels to the north and the tunnel-boring-machine (TBM) tunnels to the south. The works are approximately 380m long by 18m wide and will be excavated around 18-20m below ground level. Additional boxes branch off from the tunnel alignment at Kingston Street (to form the Plenum), Victoria Street (for two entrance buildings to the Aotea Station) and Wellesley Street (to form the main entrance building to the Aotea Station (refer to Figure 1-2 below)1 .

1 Auckland Transport (AT) has obtained a resource consent for an Over Station Development (OSD) on the Bledisloe Car Park site (Council Reference R/LUC/2016/2647). The proposal involves the construction of a 24-level building comprising offices, retail and food and beverage tenancies, and public features including a plaza and a through site link. The proposed OSD is not part of the Link Alliance contract and will be progressed separately by Panuku

Given the nature and scale of the Aotea Station construction, works will be undertaken in a staged manner, involving:

• Five stages of early works (canopy removal, network utility relocation and site establishment work), being undertaken from October 2019 to March 2020 (Stages 1 to 3) and December 2019 through to August 2020 (Stages 4 and 5); these works have been authorised by separate Outline Plans (Council ref. OPW60345651 and OPW60348747);

• Main construction works (the ‘Aotea main works’) involving construction of the station box, associated above ground structures, mined tunnels for the rail tracks, internal finishings, structural fitout, all Mechanical, Electrical, Fire and Hydraulic (MEFH) installation, and architectural finishings2. The Aotea main works will be undertaken from early-2020 through to late-2023; and

• Ground reinstatements (from late-2022) and urban realm improvements. These works will be described in a future Outline Plan2

This CCP will be implemented during the main construction works for Aotea Station. The communication and engagement strategy will be used throughout the construction phase of the project.

Refer to Section 2 of the Construction Environmental Management Plan (CEMP) for a detailed description of the Aotea main works.

1.2 Staging of this CCP

To reflect the staged construction approach for Aotea Station, CCPs are being developed in stages.

This CCP addresses the Aotea main works, which are described in detail in the CEMP, and an overview of the works is provided in Section 2 of the CCP

CCPs have been prepared for earlier stages of the project and will be prepared for the subsequent public realm reinstatement.

1.3 Purpose of the Communication and Consultation Plan

This CCP has been prepared to provide a framework to ensure appropriate communication and consultation with the community, stakeholders, affected parties and affected in-proximity parties during the Aotea main works The two key elements of the CCP relate to:

• Communication: keeping stakeholders and affected parties fully informed on the progress of the works and the relevant processes involved so that they can make informed decisions.

• Consultation: providing information/options and discussing them with stakeholders and affected parties, giving them the opportunity to influence and inform the management and mitigation of effects from the works and to inform the preparation of Delivery Work Plans (DWPs) and Management Plans required by the CRL designation conditions and the Aotea to North Auckland Line (A2N) resource consent conditions The purpose and approach of this

2 It is noted the architectural finishing component of works (the exterior look and feel of the Aotea Station) will occur during Phase 5 of the Aotea main works (approx. 2022 – December 2023). These finishings are still being designed and determined. Once designs are completed a separate Outline Plan and suite of DWP’s will be prepared, describing the finishings and other urban realm reinstatements, including ground reinstatement That Outline Plan package will address the relevant Urban Design related Designation conditions (Condition 47 – 54).

CCP is set out in more detail in Section 3 and the communication and consultation strategy is set out in Section 4.

1.4 Methodologies and References

To ensure effective communication and consultation practices are implemented during the works, the International Association for Public Participation (IAP2) engagement spectrum3 has been considered in the preparation of this CCP.

In addition, this CCP has been informed by City Rail Link Limited (CRLL) overarching Communication and Consultation Strategy (2018).

The CCP also builds upon the following plans:

• The CRL Pre-Construction Communication & Consultation Plan (November 2015); and

• CRL Communication & Consultation Plans prepared to date for other CRL contracts (in particular the Britomart and Lower Albert Street works).

A number of plans, current and in development, are relevant to the delivery of effective communications and community engagement for Aotea main works. These include:

• Aotea Development Response Plan. This plan sets out a plan of how the project can work with the local residential and business community to mitigate the disruption caused by large-scale construction.

• Social Impact and Business Disruption Delivery Work Plan The SIBD DWP identifies measures that will be implemented to mitigate and manage potential adverse effects on businesses, residents and community services/facilities during construction of the Aotea main works. Appendix B of this CCP reflects the linked approach between the SIBD team’s engagement activities and those undertaken by the project’s communications and engagement team. Stakeholder meetings have often involved members of both teams.

1.4.1. SIBD Monitoring and Reporting

The SIBD team will undertake a range of monitoring and reporting activities, the outputs of which will also inform the activities of the communications and engagement team.

Where possible the following measures will be carried out quarterly, unless otherwise stipulated:

1. Population; Statistical Area population statistics, updated annually with new projection announcements by Statistics New Zealand - Annual measure.

2. Movement; pedestrian counts, TMP’s issued nearby, traffic flow (provided via Auckland Transport) – Quarterly Measure.

3. Operations; Construction site audits issues and close out period – Quarterly Measure

4. Social & Public Life; No. of events, type of events – Quarterly Measure

5. Tourism; Cruise ship voyages - Quarterly Measure.

6. Real Estate & Development; vacancy rates, prime rent and consents issued - Quarterly Measure

7. Business & Commerce; No. of businesses, overall spending, no. of transactions, average transaction value via MarketView, business support uptake, vacant retail shops.

3 https://www.iap2.org.au/About-Us/About-IAP2-Australasia-/Spectrum

8. Environment – picked up in other monitoring

An annual report will be prepared, and will capture the monitoring of:

• The affected communities experience and perception of SIBD impacts

• The effectiveness of the identified Mitigation Measures.

• Any changes in the community profile of the area.

• Complaints and public enquiries

1.5 Relevant Conditions

Table 1-1 identifies the designation and resource consent conditions relevant to this CCP and where they are addressed in the document.

Table 1-1: Relevant conditions and location in this CCP

City Rail Link Designation Conditions

15.1 The objective of the Communication and Consultation Plan is to set out a framework to ensure appropriate communication and consultation is undertaken with the community, stakeholders, affected parties and affected in proximity parties during the construction of the City Rail Link. This document

15.2 The Requiring Authority shall prepare a Communication and Consultation Plan which shall be implemented and complied with for the duration of the construction of the City Rail Link.

This document

15.3 The Communication and Consultation Plan shall set out how the Requiring Authority will:

(a) Inform the community of construction progress and future construction activities and constraints that could affect them;

(b) Provide early information on key Project milestones;

(c) Obtain and specify a reasonable timeframe (being not less than 10 working days), for feedback and inputs from directly affected and affected in proximity parties regarding the development (as part of the review process provided by Condition 22) and implementation of the CEMP or DWPs (including SSCNVMPs, SSNMPs and SSCVMPs); and

(d) Respond to queries and complaints including but not limited to:

(i) Who is responsible for responding;

(ii) How responses will be provided;

(iii) The timeframes that responses will be provided within.

15.4 The Communication and Consultation Plan shall as a minimum include:

(a) A communications framework that details the Requiring Authority’s communication strategies, the accountabilities, frequency of communications and consultation, the range of communication and consultation tools to be used (including any modern and relevant communication methods, newsletters or similar, advertising etc), and any other relevant communication matters; 4, 5, 6

(b) The Communication and Consultation Manager for the Project including their contact details (phone, email and postal address);

(c) The methods for identifying, communicating and consulting with persons affected by the project including but not limited to:

(i) All property owners and occupiers within the designation footprint

(ii) All property owners and occupiers adjacent to construction sites (Britomart and Albert Street (Designation 1), Karangahape Road (Designation 4), Newton Station (Designation 5), Main Construction site and the works at Normanby Road and Porters Ave (Designation 6))

(iii) New Zealand Historic Places Trust (NZHPT)

(vii) Community Liaison Group(s) (refer Condition 7);

(x) Network Utility Operators, including the process:

• To be implemented to capture and trigger where communication and consultation is required in relation to any material changes affecting the Network Utilities;

• For the Requiring Authority to give approval (where appropriate) to Network Utility Operators as required by section 176(1)(b) of the RMA during the construction period;

• For obtaining any supplementary authorisations (including but not limited to resource consents (including those required under a National Environmental Standard) and easements);

• For inspection and final approval of works by Network Utility Operators;

(d) How stakeholders and persons affected by the project will be notified of the commencement of construction activities and works, the expected duration of the activities and works, and who to contact for any queries, concerns and complaints; 6, 7

(e) How stakeholders and persons affected by the project will be consulted in the development and review of the CEMP and DWPs (including SSCNVMPs, SSCNMPs and SSCVMPs), including specifying reasonable timeframes for feedback; 6, 7

(f) Methods for communicating in advance temporary traffic management measures and permanent changes to road networks and layouts to directly affected and in proximity parties, bus (public and private) operators, taxi operators, bus users, and the general public;

(g) Methods for communicating in advance to surrounding communities (including sensitive noise and vibration receivers) which must be notified at least 24 hours in advance where construction activities are predicted to:

(i) Exceed the noise limits (refer Condition 31); or

(ii) Exceed a vibration limit (refer Conditions 33 and 34); or

(iii) Be within 200m of a blast site (refer Condition 32).

Further provisions for Notable Noise and Vibration Receivers are contained in Condition 16.

(h) Methods for communicating in advance proposed hours of construction activities outside of normal working hours and on weekends and public holidays, to surrounding communities, and methods to record and deal with concerns raised about such hours;

(i) Methods for communicating and consulting with mana whenua for the duration of construction and implementation of mana whenua principles for the project (refer to Conditions 8 and 49);

7 CNV DWP and SSCNVMP

7.2.4

(j) Methods for communicating and consulting with the Auckland Council Parks Department regarding works to be undertaken to any trees on public land (streets, squares, etc.) located within the City Rail Link surface designation footprint, including how trees not being removed, or in close proximity to the surface designation footprint where works are occurring, will be protected;

(k) Methods for communicating and consulting in advance of construction works with emergency services (Police, Fire, Ambulance) on the location, timing and duration of construction works, and particularly in relation to temporary road lane reductions and/or closures and the alternative routes or detours to be used, with specific detail around the management of the Fire and Ambulance from their central stations on Pitt Street;

(l) A list of Stakeholders, directly affected and affected in proximity parties to the construction works who will be communicated with;

(m) How communication and consultation activity relating to construction activities and monitoring requirements will be recorded; and

(n)

15.5 The Communication and Consultation Plan shall also include (as relevant) linkages and cross-references to the CEMP and DWPs (including SSCNVMPs, SSCNMPs and SSCVMPs).

15.6 The Communication and Consultation Plan shall include a summary of the communication and consultation undertaken between the CRL and parties as required by the Pre-construction Communication and Consultation Plan. The summary shall include any outstanding issues or disputes raised by parties. The Communication and Consultation Plan shall be reviewed six monthly for the duration of construction and updated if required. Any updated Communication and Consultation Plan shall be provided to the “key contacts” (see Condition 13) and the Auckland Council Consent Monitoring officer for review and agreement on any further action to be undertaken. Any further action recommended as a result of this review shall be undertaken by the Communication and Consultation Manager for the City Rail Link and confirmation of completion provided back to the Auckland Council Consent Monitoring officer.

15.7 If, in the course of amendments undertaken as part of the review process, a material change to the Communication and Consultation Plan is made, those parties affected by the change shall be notified within 1 month of the material change occurring.

Resource Consent Conditions

25 At least 3 months prior to the commencement of construction, the Consent Holder shall prepare a CCP the purpose of which is to set out a framework to ensure appropriate communication and consultation with the community, stakeholders, affected parties and affected in-proximity parties during the construction of the Project.

As referenced in this document

This document

27 The CCP shall be based on and, where appropriate, incorporate the provisions of the PCCP, and shall set out how the Consent Holder will:

a) Inform the community and business of construction progress and future construction activities and constraints that could affect them;

b) Provide early information on key Project milestones;

c) Obtain and specify a reasonable timeframe (being not less than 10 working days), for feedback and inputs from directly affected and affected in-proximity parties regarding the implementation and review of the CEMP or other Management Plans;

d) Respond to queries and complaints including but not limited to:

i) Who is responsible for responding;

ii) How responses will be provided; and

iii) The timeframes within which responses will be provided.

28 The CCP shall (as a minimum) include:

a) A communications framework that details the Consent Holder’s communication strategies, accountabilities, frequency of communications and consultation, the range of communication and consultation tools to be used (including relevant communication methods, newsletters or similar, advertising etc.), and any other relevant communication matters;

b) The Communication and Consultation Manager for the Project including 24 hour contact details (phone, email and postal address);

c) The 0800 CRL TALK phone number;

d) The methods for identifying, communicating and consulting with persons affected by the project including but not limited to:

i) All property owners and occupiers of the sites that are identified at Appendix A, and adjacent to the Project’s construction sites;

ii) Mana Whenua unless any of those named advise the Consent Holder of a different liaison process;

iii) Heritage NZ;

iv) NZ Transport Agency/ Auckland Motorway Alliance (AMA);

v) Kiwirail;

viii) Network Utility Operators; and

ix) The Community and Business Liaison Group (refer Conditions 16-24)

e) How stakeholders and persons affected by the Project will be notified of the commencement of construction, the expected duration of the activities and works, and who to contact for any queries, concerns and complaints;

f) How stakeholders and persons affected by the Project will be consulted in the development and review of the CEMP and other Management Plans, including specifying reasonable timeframes for feedback;

g) A list of stakeholders, directly affected and affected in-proximity parties to the construction works with whom the Consent Holder will communicate;

h) N/A N/A

i) A summary of communication and consultation undertaken between the Consent Holder and parties as required by the PCCP. The summary shall include any outstanding issues or disputes raised by parties;

j) How communication and consultation relating to construction activities and monitoring requirements will be recorded; and

k) How opportunities to interpret and display archaeological finds within the Project area will be identified and implemented, including how Heritage NZ will be involved in this process.

29 The CCP shall also include (as relevant) linkages and cross-references to the CEMP and other Management Plans. As referenced in this document

30 The CCP shall be reviewed six monthly for the duration of construction and updated if required. Any updates to the CCP shall be provided to the “key contacts” and the Council (Team Leader Central Monitoring) for review and agreement on any further action to be undertaken.

31 Any further action recommended as a result of the review under Condition 30 shall be undertaken by the Consent Holder’s Communication and Consultation Manager for the Project and confirmation of completion shall be provided to the Council (Team Leader Central Monitoring).

32 If, in the course of amendments undertaken as part of the review process under Condition 30, a material change to the CCP is made, the Consent Holder shall notify those parties affected by the change within 20 working days of the material change occurring.

33 The CCP shall be implemented and complied with for the duration of the construction of the Project. Noted

1.6 CCP Review and updates

This CCP is a live document that will be reviewed six monthly for the duration of construction and updated if required. Any updates to the CCP shall be provided to the parties referred to in CRL designation condition 15.6 and resource consent Condition 28(d) and the Council (Team Leader Central Monitoring) for review and agreement on any further action to be undertaken.

The review of the CCP shall be undertaken by the Aotea Station Community Manger in conjunction within the Link Alliance Environmental Advisor for Aotea Station

In accordance with designation Condition 15.7 and resource consent condition 32, any parties affected by material change to the CCP shall be notified of the change within 20 working days of the change occurring.

A formal review process is described in the CEMP.

2. Aotea Main Works

2.1 Overview of Works

The Aotea main works will involve three main phases of work. Each phase of work involves multiple construction activities which will be undertaken throughout the Aotea project site The phases associated with the Aotea main works involve;

• Foundation works to form the perimeter walls of the station box and underground running tunnels. This involves diaphragm wall construction, roof construction, piling and jet grouting;

• Construction of the Aotea Station platforms, Main Station Structure, concourse, entrance structures and Plenum, and;

• Structural fitout of the Aotea Station including MEFH installation, and internal and architectural finishings.

The works require the operation of a Construction Support Area (CSA) within the Bledisloe House car park site and a portion of Mayoral Drive. Equipment used to undertake these works will be predominantly situated in the CSA. Upon completion of the Aotea main works, the area will be repurposed in preparation for urban realm reinstatement works2 .

The methodology for the construction of the Aotea Station is predominantly based on a ‘top down’ and ‘bottom up’ approach. The ‘top down’ approach relates to the southern end of Albert Street (south of Durham Street) and involves the installation of the ‘roof structure’ early on, which enables a limited number of traffic lanes to operate concurrently with the construction of the station, which occurs beneath. This approach reduces the construction effects on traffic flow within the city centre. The tunnel alignment on the northern end of Albert Street (north of Durham Street) will be constructed using a ‘bottom up’ methodology.

A detailed description of the Aotea main works is included in the CEMP and includes;

• an overview of the works including indicative timeframes in Table 2-1.

• the construction sequencing including equipment and earthworks volumes for the works in Table 2-2.

• further detail of the CSA in Section 2.6.2 of the CEMP. Drawings indicating the staging of the construction activities and proposed layout of the CSA is provided as Appendix B.

It is noted that, public realm reinstatement works and details of architectural finishings for the Aotea Station (Condition 47 – 54 of Designation 2500-1), will form part of separate Outline Plan packages to be prepared in the future prior to the commencement of the respective works2

2.1 Programme

The Aotea main works are anticipated to take approximately 45 months to complete, occurring from April 2020 to December 2023 (approximately) as detailed in Table 2-1 in Section 2.2 of the CEMP. Some construction activities outlined in each phase of the main works will occur in parallel.

2.2 Construction Methodology

The Aotea main works will be divided into stages as described in the CEMP.

2.3 Affected parties

A comprehensive stakeholder list will be maintained, enabling targeted communication with the local and wider community. Affected parties are defined as:

• Tenants and owners of property within or adjacent to the project area, including business owners and residents (refer Figure 2-1).

• People who work within or regularly visit the project area.

• People who travel through the project area.

Figure 2-1: Map Showing properties (highlighted) within or adjacent to the project area

3. Overarching Strategies and Methodologies

This section outlines the existing CRLL communication and engagement strategies that have informed the preparation of this CCP along with key public participation and guidance, in particular the IAP2 engagement spectrum

3.1 International Association for Public Participation

IAP2 is an international association of public participation and engagement practitioners. To ensure that this CCP is effective and all communication and consultation is meaningful, the International Association for Public Participation’s (IAP2) core values4 have been used in the development of this CCP. These are:

• Public participation is based on the belief that those who are affected by a decision have a right to be involved in the decision-making process.

• Public participation includes the promise that the public's contribution will influence the decision.

• Public participation promotes sustainable decisions by recognizing and communicating the needs and interests of all participants, including decision makers.

• Public participation seeks out and facilitates the involvement of those potentially affected by or interested in a decision.

• Public participation seeks input from participants in designing how they participate.

• Public participation provides participants with the information they need to participate in a meaningful way.

• Public participation communicates to participants how their input affected the decision.

IAP2’s community engagement spectrum of participation is based on the decisions to be made and the associated level of influence (if any) the community has on project decision making, noting that the level of public engagement will depend on the likely impact of a project on communities.

Community engagement for CRL will range from informing people about the project, to consulting and involving them in meaningful decisions about key aspects of the project design as well as empowering them with the opportunity for innovative initiatives Table 3-1 below identifies examples of how the proposed CRL engagement approach aligns with the IAP2 spectrum and how communication and engagement activities will help achieve the objectives for the project.

Table 3-1: Alignment with IAP2 Public Participation Spectrum

• Website updates

• Social media

• Project newsletters and factsheets

• Community information pop-up hub

• Community and Business Liaison Group (CLG)5

• Social impact assessments

• Business Forum

• Advisory Boards / Steering Groups

• Mana Whenua Forum

• Local Boards

• Opportunities for collaboration making will be

4 https://www.iap2.org.au/About-Us/About-IAP2-Australasia-/Core-Values

• Opportunities for communitydecision making will be identified through the engagement activities with

5 The designation conditions reference the Community Liaison Group (CLG), while the resource consent conditions reference the Community and Business Liaison Group. CLG has been used through this DWP as a common reference for the same group.

Inform Consult Involve Collaborate Empower

• Project enquiry email and phone line

• Construction notifications • Stakeholder workshops, presentations and briefings identified through the engagement activities with affected parties and stakeholders. affected parties and stakeholders.

The results of engagement undertaken in relation to the CRL project to date have and will continue to inform the management and mitigation of actual and potential adverse effects from the works and the preparation of the suite of Delivery Work Plans and Management Plans required by the CRL designation and resource consent conditions.

3.2 The CRL Overarching Communication and Consultation Strategy (2018)

CRLL is committed to delivering a high level of communications and engagement and the implementation of the overarching Communication and Consultation Strategy is recognised as supporting the delivery of the CRL and of building positive perceptions of the CRL throughout its development and delivery.

Table 3-2 provides an overview of CRLL’s communications and engagement objectives for the wider CRL Project.

Table 3-2: Communications and Engagement Objectives

These objectives have been adopted by the Link Alliance in the development of this CCP.

3.3 Communication and engagement strategic objectives and principles

A Communication and Consultation Strategy was first established for the CRL project in 2012, including a range of objectives and principles. These were adopted in the Pre-Construction Communication and Consultation Plan prepared by Auckland Transport (November 2015) and subsequent CCP’s prepared for the CRL construction works undertaken to date.

The engagement objectives and principles set out in the Communication and Consultation Strategy have informed and been adopted in the preparation of this CCP. These include the following;

A proactive approach - approach stakeholders with information rather than sit back and wait for people to come to it with inquiries; key stakeholders and affected parties have a right to express their views and concerns about a project that has the potential to affect them.

Effective communication channels - maintain constructive links with key stakeholders by communicating on a regular basis; continual networking and presence in the business and other relevant communities; and seeking opportunities for dialogue and information-sharing.

Openness about issues - be upfront and transparent about what is proposed and provide as much certainty as possible while acknowledging that aspects of project detail is not finalised.

Responsiveness - Responses will use best practice by being timely, full, helpful, frank and detailed; key stakeholders and affected parties have a right to expect that their views and concerns will be listened to and considered in project decisions even if agreement cannot be reached.

The objectives have four areas of focus:

1. Inform stakeholders about the Project

• Engage constructively with key stakeholders/target audiences, providing consistent information across the project.

• Maintain and enhance existing relationships for ongoing constructive engagement.

2. Explain the process and timing

• Ensure key target audiences and stakeholders have an accurate understanding of the project and its implications.

• Explain how the planning processes work and how people can input into them.

3. Educate people about the CRL

• Discuss how the project fits into strategic city planning and the regional development of transport infrastructure

• Minimise uncertainty and dispel misinformation

4. Enhance our reputation

• Being open and responsive to stakeholder feedback

• Manage communications risks that may impact the project and our reputation.

4. Consultation and Communication Strategy

4.1 Plan Overview

This CCP has been prepared to provide a communications framework to ensure appropriate communication and consultation with the community, stakeholders, affected parties and affected in-proximity parties during the Aotea main works.

In accordance with the designation and consent conditions, this CCP set outs the processes and protocols that will be implemented by the Link Alliance during the main works to:

• Inform the community of construction progress and future construction activities and constraints that could affect them.

• Provide early information on key project milestones.

• Obtain and specify a reasonable timeframe for feedback and inputs from directly affected and affected in-proximity parties regarding the development and implementation of the CEMP and sub-plans (DWPs and Management Plans).

• Respond to queries and complaints including but not limited to:

• Who is responsible for responding to feedback and inputs;

• How responses will be provided; and

• The timeframes within which responses will be provided.

4.2 Consultation and communication approach

The purpose of this CCP is to describe the processes and protocols relating to how the Link Alliance will:

• Manage and deliver communication and consultation with the community, stakeholders and affected parties and affected in proximity parties during the Aotea main works.

• Undertake project partner and stakeholder relationship activities (including the Mana Whenua Forum, Local Board engagement and engagement with the media).

• Comply with the requirements and responsibilities set out in the CRL designation and resource consent conditions and the overarching CRLL Communication and Consultation Plans (as identified in Section 1.4) for the wider CRL project.

This CCP will ensure:

• The public, including affected in proximity and directly affected parties, are well informed of the project – works progress and any potential impacts that could affect them.

• Disruptions are minimised.

• There is ‘one face’ for the project.

• Both the Link Alliance and CRLL maintain a positive reputation and support amongst the stakeholder groups.

• Information is provided early on key project milestones.

• A framework is provided to obtain feedback and input from directly affected and affected in proximity parties.

• That queries and complaints are responded to quickly and appropriately.

• Stakeholders, including the media, pedestrians, motorists, adjacent residents and businesses, are positively engaged.

• All parties involved in the project understand their responsibilities and can collaborate and quickly respond to stakeholder concerns.

4.3 Key Project Messages

The key messages to be communicated to affected parties, stakeholder and wider audiences in relation to the wider CRL works are:

• CRL is integral to meeting Auckland’s growth and subsequent transport demand.

• Completing the CRL will provide faster, more frequent travel for all Auckland rail users with two new stations at Aotea and Karangahape and major redevelopment of the Britomart and Mt Eden Stations

• Better frequency and reliability will encourage people to leave their cars at home, easing pressure on Auckland’s roads for those who need to use them.

• The CRL is more than just improving public transport. It is a transformative project that will lead the way in integrated transport and urban development.

• It will enable significant residential and commercial development around the stations to create new urban precincts, support our housing needs, enhance our environment and make Auckland a more attractive place to live.

• Disruption during construction will be managed to ensure Auckland keeps working.

• The CEMP and sub-plans developed for the works reflect unwavering commitment to environmental sensitivity and community well-being, cultural matters and safety

• CRL is part of major change throughout the city centre; from the transformation of downtown Auckland to the enhancement of Karangahape Road. The following key messages are particularly relevant to the Aotea main works:

• Aotea Station is a new 15-metre-deep, 300m long, underground station with entrances on Wellesley Street and Victoria Street. It is expected to be New Zealand's busiest train station.

• Construction of the station requires the temporary closure of key intersections to vehicle traffic.

• The Link Alliance is working with Auckland Council and Auckland Transport to ensure that people are aware of changes to access through the project area and can plan their journeys.

• The Link Alliance seeks to build and maintain relationships of trust with stakeholders.

• The Link Alliance will communicate new information and respond to stakeholder concerns and questions in a proactive and timely manner.

• Community engagement will be facilitated by a dedicated project email address, 24/7 0800 number, Community Liaison Group and regular drop-in session.

• Throughout works, we will keep footpaths open and properties accessible.

• Access will be maintained to all properties during the works. In the event that short term and temporary impacts on property access are required, the Link Alliance will engage with the affected parties prior to the works being undertaken.

• We will work with businesses to ensure customers have easy access and goods can be received.

• Works will be undertaken in accordance with the CEMP and sub-plans, prepared in accordance with the designation and resource consent conditions

• Throughout the works, the project area will be a welcoming environment; accessible by all people and open for business.

The hierarchy of the key messages and the communication methods will be defined by the audience (e.g. local / regional / national) and its relationship to the Aotea main works

4.4 Expected Outcomes

The following is a summary of the outcomes expected as a result of implementing this CCP:

• Strong relationships with key stakeholders.

• Positive interaction with affected parties and affected in proximity parties.

• Robust information received to influence the CEMP and sub-plans.

• Effective CLGs.

• Informed community.

• Informed road users.

• Informative and useful online presence.

• Positive media coverage.

• Reduced misinformation.

5. Roles and Responsibilities

5.1 Overview

The Link Alliance and the CRLL Communication and Stakeholder Engagement Team will work together during the Aotea main works in the following ways:

• During the works, communications with directly affected and affected in proximity parties and stakeholders will be the responsibility of the Link Alliance, in collaboration with CRLL.

• The Link Alliance will be responsible for communicating with the wider Auckland population in relation to the works, in collaboration with CRLL

• The Link Alliance will provide regular information and updates to CRLL on works progress as required

• The works will be closely monitored to endeavour to ensure stakeholder satisfaction.

5.2 Key Personnel

The key Link Alliance personal responsible for implementation of this CCP are identified in Table 5-1. However, all site personnel are responsible for following the requirements of this CCP. Refer to the Aotea main works CEMP for further detail on roles and responsibilities.

Table 5-1: Key Personnel

5.3 Link Alliance and CRLL Reporting Requirements

A high level of communication will be maintained between the Link Alliance and CRLL during the works. This will enable a proactive response to issues as they arise and seek to avoid escalation of high-risk issues that may negatively affect the reputation of CRLL, the Link Alliance or the Auckland Council.

The Link Alliance Communications and Engagement Manager will immediately report to the CRLL GM Corporate Relations & Communications on any high-risk events or issues that will:

• Be of interest to CRLL or the CRL project sponsors (Auckland Council and Central Government)

• Have the potential to attract media attention.

• Present reputational risk to the Link Alliance or CRLL

5.3.1.

Reporting tools

The following reporting tools will be used as part of the communications process between the Link Alliance and CRLL.

Table 5-3: Reporting tools

Tools Responsibility

Urgent notifications

Weekly meeting

Link Alliance Communications and Engagement Manager

Link Alliance Communications and Engagement Manager

Customer Relationship Management (CRM) database

Link Alliance Communications and Engagement Manager

Description

Immediately report any issues or concerns to CRLL communications team when they may result in media interest or present reputational risk to the project participants.

Weekly meeting with the CRLL GM Corporate Relations and Communications to report on progress, any issues being proactively addressed by Link Alliance, the forward construction programme and media opportunities.

Central repository for all stakeholder contact details and interactions with Link Alliance.

6. Communication Approach

6.1 Strategy Overview: Conversation Locally; Broadcast to Wider Audience

The Link Alliance communication and consultation approach will be to engage and inform a primary audience of local residents, businesses, and affected/interested stakeholders about the Aotea main works. The engagement approach will prioritise face-to-face interaction and access to information to ensure affected parties are aware of the works and associated actual or potential effects.

A wider audience (i.e. the general public) will be engaged with through a predominantly online and electronic communication strategy. The key messages for this audience will be advanced communication of changes to road function to enable informed choice and to ensure travel-related information is readily available.

Wider messaging regarding construction-related intersection closures, changes to bus routes and general travel through the area and bus routes will be developed in partnership with Auckland Transport and with input from Auckland Council.

6.2 Current and Planned Communication and Engagement Activities

Communication and engagement activity relating to the Aotea main works has focussed on:

• Building a relationship with the local community, through direct engagement and the establishment of regular meetings with stakeholders Building understanding of the methodology planned to construct the station, construction impacts and seeking feedback on appropriate mitigations.

• Key stakeholder engagement, e.g. fortnightly meetings with Heart of the City (Business Association).

• Political engagement, e.g. presentations to the Waitemata Local Board. Undertaken via CRLL.

• Mana Whenua engagement as project partner, via regular hui.

• Supporting the Development Response workstream, e.g. engagement with business owners to support the development of wayfinding signage and printed scrim for construction fences.

• Supporting the development of Delivery Work Plans

• Supporting the establishment of environmental monitoring, e.g. engaging with property owners to facilitate installation of monitoring equipment.

• Supporting preparatory work to enable station construction, e.g. engaging with property owners and tenants regarding canopy cut-backs and removal.

• Maintaining regular opportunities for the local and wider community to engage with the Link Alliance project team, including:

o Weekly drop-in session

o Community and Business Liaison Group (CLG)

o Business Forum

o Coffee and chat sessions

• Collateral development, e.g. in November 2019, a flyer advertising the different ways to engage with the project team was emailed to the Aotea Station stakeholder database and

distributed around Albert Street. Similarly, a brochure on Aotea Station and its construction was also printed and distributed.

Stakeholder engagement for Aotea main works will focus on the following in the leadup to construction start:

• Joint planning with Auckland Transport and Auckland Council to align strategy and messaging, supported by a Disruption Management Communications Plan, specific to the closure of Victoria Street West / Albert Street intersection.

• CLG focus on station construction and associated intersection closures

• Presentations to local community and business groups

• Permanent project display within Auckland Council building foyer at 135 Albert Street

• Disruption planning meetings with local businesses

• Wider public engagement via localised pop-ups

• Collateral to support public engagement and understanding.

6.3 Communication Channels

The following engagement and communication channels will be utilised during the works, with a preference for electronic media rather than printed material in keeping with the Link Alliance sustainability goals.

Table 6-1: Communication tools

Channel Usage/content

Work notifications and works updates

E-notices or printed notifications that provide advance notification of the proposed work activities and potential impacts. Notifications will address (as appropriate):

• Key project milestones.

• Upcoming works.

• Activities and the expected impact.

• Communications channels for feedback and complaints Distribution: via email to all parties within the project stakeholder database and any other parties that have registered an interest in the Project. Also, available on CRL website.

Monthly newsletter A monthly newsletter distributed from aotea@linkalliance.co.nz including content such as:

• Upcoming works

• Stories to promote local business

• Environmental and community initiatives

• Promotions of upcoming engagement opportunities

• Contact information for the Link Alliance Distribution: via email to all parties within the project stakeholder database and any other parties that have registered an interest in the Project. Also, available on CRL website.

Monthly

Channel Usage/content

FAQs and Q&As

Printed collateral such as flyers, brochures and fact sheets

One-on-one discussions

Approved responses to frequently asked questions. Distribution: email or CRL website.

To communicate, promote and share information about the project to stakeholders. Distribution: distributed to parties within the project stakeholder database and hand delivered to the project area.

One-on-one meetings with residents, businesses or organisations to inform them of the main works and address specific concerns.

This includes meetings with directly affected and affected in proximity parties to inform them of the Main Works occurring outside their business or residence and discuss the details of the main works, proposed mitigation and address any specific concerns.

Weekly drop-in session A weekly Tuesday evening drop-in session held at the project office at 44 Wellesley Street enables members of the public to engage informally with members of the project team.

Business Forum A monthly forum for Albert Street businesses lead by the Development Response manager, engaging on issues relevant to businesses, such as disruption management.

CLG meetings

Open days / Coffee and Chat sessions / popups

Aotea Community and Business Liaison Group (CLG) meetings will be undertaken as required.

Any material changes to the CEMP of sub-plans, shall be provided to the CLG for review and comment.

Two “Coffee and Chat” sessions have been held at the local Coffee Club, at which attendees had the opportunity to engage with subject matter experts in regard to the Aotea main works. The open days where publicised via identified channels, including flyer and CRLL social media. Feedback from attendees has be used in the preparation of the Aotea main works DWPs.

Further sessions will be undertaken prior to Aotea main works commencing. These will likely take the form of a staffed pop-up display, located outdoors, to inform people prior to the closure of Wellesley Street West intersection and of the main works.

6.4 Accessibility

Distribution

As and when required

As and when required

Ongoing as required during the works

Weekly

Monthly

Every 3 months, or at another frequency agreed by all parties

Targeted as required

We will assess the translation and distribution of key communication collateral in order to meet the needs of a diverse community, along with options that provide for those with accessibility needs,

such as the vision-impaired. This will be undertaken in liaison with advocacy organisations such as the Blind Foundation.

6.5 Branding and Collateral

All communication materials and signage developed for the Aotea main works will adhere to the CRLL and Link Alliance Branding Guidelines.

6.6 Identifying and communication with key stakeholders

The Link Alliance recognises the diversity of stakeholders and their level of interest and involvement in the Aotea main works. While large segments of the community or particular groups have similar interests and issues, there are also specific individuals and groups with unique or individual needs. This includes those from culturally diverse backgrounds.

The Link Alliance will endeavour to fully understand stakeholders and the community, their expectations and communication needs.

The Link Alliance, in co-ordination with CRLL as required, will be responsible for maintaining clear lines of communication between key stakeholder groups and ensuring they are kept fully informed about the Aotea main works.

The communication channels which will be utilised to engage with stakeholder groups, including the frequency of engagement, are described in section 6.3 above.

6.6.1. Parties affected by the project

A list of the parties affected by the Aotea main works is provided in Appendix B. The Link Alliance is responsible for keeping this list updated during the works

An overview of the parties affected by the works is set out below.

6.6.2. Owners, occupiers and businesses

The current key contacts for the property owners, occupiers and businesses directly affected and affected in proximity to the works have been identified during the pre-construction consultation phase

These persons will be provided with the contact details for the Link Alliance, including phone, email, post and website details where they will be able to sign up for information and updates.

6.6.3.

Network Utility Operators

The network utilities that will be impacted by the Aotea main works are owned by the following Network Utility Operators (NUOs):

• Vector Electricity;

• Vector Gas;

• Vector Communications;

• Chorus;

• Vodafone;

• Auckland Council’s stormwater unit (Healthy Waters); and

• Watercare Services Ltd.

Engagement with the NUOs has been undertaken to inform the design of the Aotea main works and will be ongoing during construction, with the objective of ensuring appropriate management of utility assets and the ability to meet operational requirements at all times. Refer to Section 7.2.5 of this CCP for further detail.

6.6.4. Auckland Council Parks Department

The Link Alliance has engaged with the Auckland Council’s Senior Advisor Urban Forest, regarding works to trees on public land located within the works area.

The majority of trees initially identified within the construction footprint will be removed during Stages 1 - 3 and Stages 4 and 5 utility relocation works. The only additional trees to be affected by the Aotea main works are 11 pōhutukawa (T34) trees situated at the southern end of Albert Street, outside the Crowne Plaza Hotel.

6.6.5. Heritage New Zealand Pouhere Taonga (HNZPT)

Extensive engagement has been undertaken with the HNZPT Regional Archaeologist in obtaining the CRL Archaeological Authority (Authority No. 2017/793). On-going consultation with HNZPT will continue to occur in accordance with the conditions of this Authority, including notifying HNZPT prior to the commencement of works

Refer to Section 7.2.7 of this CCP for further detail regarding engagement with HNZPT, along with Auckland Council in relation to heritage aspects of the Aotea main works

6.6.6. Emergency Services

The Link Alliance have and will continue to engage with emergency services regarding the Aotea main works and potential changes in traffic movements around the works area to inform the preparation of the Transport, Access and Parking DWP. Emergency services engaged with include:

• New Zealand Police.

• Fire and Emergency New Zealand

• St Johns Ambulance.

6.6.7.

Auckland Transport

The Link Alliance will work closely with Auckland Transport in regard to traffic alterations and changes to public transport routes. A strategy for managing disruption communications relating to intersection closures will be delivered, known as the Disruption Management Communications Plan, as part of the Aotea main works.

6.6.8.

Identifying additional people affected by the project

Additional parties or stakeholders affected by the Aotea main works will be identified through site visits, the preparation of the CEMP and sub-plans, complaints and enquiries recorded in the CRM system, email communication and one-on-one discussions with the community.

7. Protocols, Processes and Contact Details

7.1 Community and Business Liaison Group

The establishment of a Community and Business Liaison Group (CLG) is one of the key consultation tools required by the CRL designation and resource consent conditions. The CLG is a key mechanism for reflecting community concern and interest and communicating the programme to the community’s most affected parties.

A CLG has been established for the Aotea Station area. Membership of the Aotea CLG includes representatives from affected property owners and occupiers, businesses and Heart of the City.

7.1.1. CLG purpose

The purpose of the Aotea CLG is to:

• Provide the CLG with regular updates on works progress, construction activities, including any significant changes or milestones and the management of potential adverse construction effects

• Ensure that community interests are identified and recognised through the construction process so that construction impacts/disruption can be minimised as practicable and community safety can be appropriately managed.

• Provide feedback on the development of the CEMP and sub-plans.

• Monitor the effects of construction works on the community by providing a regular forum through which feedback can be provided to the Link Alliance.

• Provide opportunities for concerns and issues to be raised and responded by the Link Alliance.

• Propose initiatives regarding the interim use of properties including vacant land acquired for the construction of CRL.

7.1.2. Process

The Link Alliance will organise CLG meetings, including the meeting venue and provide administrative assistance to the CLG.

The process for coordinating the Aotea CLG meetings is set out below.

1 The Link Alliance Communications staff will liaise with the Aotea CLG members regarding meeting dates and venues. The venue will always be a local venue.

2 The Link Alliance will organise the CLG meetings and arrange for the appropriate Link Alliance personnel to be present.

3 The Link Alliance Communications staff will take notes and carry out actions required.

4 The Link Alliance Communications staff will keep a record of the meetings (including attendance). CRLL will subsequently publish the meeting minutes on the CRL project website.

In accordance with the designation and resource consent conditions, the CLG shall be provided with a reasonable timeframe (not less than 10 working days) to provide feedback on the development, implementation and review of any material changes in relation to the CEMP and sub-plans.

7.2 Stakeholders and affected parties

7.2.1. Pre-Construction Engagement

The Link Alliance has undertaken pre-construction communication and consultation with affected and affected in proximity parties identified in Appendix B, along with key stakeholders, during the preparation of the Aotea main works CEMP, DWPs and Management Plans (MPs)

The following DWPs are required under the CRL designation conditions:

• Construction Environmental Management Plan*

• Communication and Consultation Plan*

• Transport, Access and Parking DWP

• Construction Noise and Vibration DWP (including Site Specific Construction Noise and Vibration Management Plans).

• Social Impact and Business Disruption DWP.

• Historic Character DWP (comprising Built Heritage and Archaeology sections)

• Trees and Vegetation DWP.

• Contamination DWP*.

• Air Quality DWP*.

The following MPs are required under the A2N resource consent conditions:

• Construction Environmental Management Plan*

• Communication and Consultation Plan*.

• Erosion and Sediment Control Plan.

• Groundwater and Settlement Monitoring and Contingency Plan

• Contaminated Soils Management Plan*.

• Air Quality Management Plan*.

• Industrial and Trade Activities Environmental Management Plan.

* Note: For these plans, which are required under both the CRL designation and A2N resource consent conditions, one combined plan has been prepared to satisfy both the resource consents and designation conditions.

Feedback from affected and affected in proximity parties, along with the CLG and key stakeholders, regarding the development of the CEMP and sub-plans was sought in accordance with the CRL designation and A2N resource consent conditions. Feedback is captured in the respective plans, along with the Link Alliance’s response to the feedback.

7.2.2. Construction Phase Engagement

The Link Alliance is required to monitor the construction works progress and identify activities that may impact the community and stakeholders. This includes ensuring workers understand the construction activities that may cause particular concern to the community, such as noisy activities or works that may result in disruption to property access or the transport network

The ‘Communication Channels’ detailed in Section 6.3 of this CCP provide a framework to proactively communicate with stakeholders and the adjacent community during the Aotea main works. In addition to the general communication and consultation protocols which will be implemented during the works, the following sections outline the stakeholder specific protocols which will be implemented.

7.2.3. Permit to Work Outside Normal Hours

When the Link Alliance is planning on undertaking works out of normal working hours, that will impact on particular persons or businesses (including but not limited to exceedance of the project noise or vibration limits or impact property access), the Link Alliance Communications and Engagement Manager shall notify those persons or businesses that will be impacted by the works at least 24 hours in advance of the works being undertaken.

A Permit to Work Outside Normal Hours (PWONH) will be used to facilitate internal approvals for works that are likely to have an impact on the adjacent community. This will provide a way to activate communication about potential impacts on affected parties and ensures that notification timeframes will be met, and advanced warning provided. The PWONH process is set out in Table 7-2

Table 7-2: Permit to Work Outside Normal Hours process

Stage Responsibility Description

1 Link Alliance construction team members Submit a Permit to Work Outside Normal Hours (PWONH) to; Link Alliance Communications and Engagement Advisor / Aotea Health and Safety Manager / Aotea Environmental Advisor / General Construction Manager in advance of the works outside of normal working hours.

• The PWONH will include:

o identification of scheduled works; and

o details of works including:

- Description of the works.

- Anticipated impacts as a result of the works.

- Description of any mitigation measures employed.

- Times and duration of the works.

- Contact details for enquiries.

2 Aotea Station Construction Manager

3 Link Alliance Communications and Engagement Advisor / Aotea Health and Safety Manager / Aotea Environmental Advisor / General Construction Manager

4 Link Alliance Communications and Engagement Manager

• Signs off the PWONH authorising why ‘out of hours’ work is required

• Where notifications contain technical content, the relevant Alliance team member/specialist shall approve the content prior to sign off.

• Receives notification of PWONH to be approved.

• Approves construction notifications prior to distribution to stakeholders affected by the particular work. May implement conditions work must comply with.

• Communicates by appropriate mechanism (email, phone, or face to face communication) to building owners, tenants/businesses and Body Corporate representatives of the date, time in advance of the works

Stage

Feedback helps inform nature of conditions to be implemented in order to reduce impact of work on affected stakeholders.

7.2.4. Kaitiaki or Mana Whenua Forum

A CRL Mana Whenua forum was established in 2012 for the purposes of undertaking kaitiakitanga responsibilities associated with the project. The forum comprises those Mana Whenua groups who expressed an interest in being involved in the CRL project and its related activities. Eight Mana Whenua self-identified their interest in the CRL project and are currently part of the forum:

• Ngāti Maru;

• Ngāti Paoa;

• Ngāi Tai Ki Tāmaki;

• Ngāti Te Ata Waiohua;

• Ngāti Whātua o Ōrākei;

• Te Ākitai Waiohua;

• Te Kawerau a Maki; and

• Ngāti Tamaoho

The Mana Whenua forum will be managed by CRLL and will continue to address matters such as:

• CEMP and sub-plans

• Archaeology, including assistance with discovery protocols.

• Koiwi and artefact discovery.

• Cultural induction and monitoring

• Ongoing provision of mātauranga Māori input.

During construction works the Link Alliance shall:

• Attend the hui arranged by CRLL as required.

• Follow the protocols for recovery and preservation of artefacts, koiwi, and other items of interest to Maori in the event that these are discovered during the Aotea main works. These protocols are identified in the Aotea main works Historic Character Delivery Work Plan (Archaeology Section) (Appendix N of the CEMP) and in the Archaeological Authority6 granted for the CRL Aotea to Maungawhau (Mt Eden) construction works.

• Ensure that all project staff are given a cultural induction, in accordance with iwi guidelines.

7.2.5. Network Utility Operators

Ongoing communication and consultation will be undertaken with NUOs during the Aotea main works as outlined below

Material changes affecting Network Utilities

Where a material change is identified that has not already been agreed with the NUO and which affects network utilities, then the following process will be adopted:

6 Heritage New Zealand Pouhere Taonga reference 2017-793

33 | Aotea Main Works

• The Link Alliance will contact the relevant NUO to organise an on-site meeting in conjunction with the contractor.

• If the change is subsequently agreed on site, then the relevant construction and/or as-built drawings will be revised.

• If the change cannot be agreed on-site, then a meeting will be held between Link Alliance and the relevant NUO Project Manager to identify a mutually agreeable outcome.

Section 176(1)(b) RMA Approvals

In relation to the Requiring Authority (CRLL) giving approval to NUOs under section 176(1)(b) of the RMA for NUO works in the CRL designation:

• The relevant NUO will identify the scope of work required to be undertaken, including location and timing.

• The Link Alliance Utilities Manager and the CRLL Utilities Manager will meet with the relevant NUO Project Manager to discuss the scope of work, programming, and physical interface with the CRL construction works. Based on this discussion, CRLL will determine whether or not the proposed utility works would ‘prevent or hinder’ the Aotea main works (and whether CRLL is able to give written consent to the utility works). Wherever possible, a mutually agreed ‘work plan’ will be developed that allows necessary utility works to proceed in a way that does not hinder the works (particularly in the case of maintenance and urgent repair works).

Supplementary Authorisations

Depending on the circumstances, the relevant NUO or the Link Alliance Utilities Manager, along with the CRLL Utilities Manager will identify what authorisations are required and consider:

• If the proposed utility works are not related to the CRL project, then the NUO will be responsible for obtaining any necessary authorisations (including resource consents where required).

• If the utility works are required to facilitate the CRL project, then the Link Alliance will meet with the relevant NUO Project Manager to identify an appropriate design and construction methodology for the works and confirm authorisations required. The Link Alliance will be responsible for obtaining any necessary authorisations (including resource consents where required).

Inspection and final approval of works by network utility operators

The process for the inspection and final approval of works by NUOs is as follows:

• Upcoming inspection, testing, and commissioning works will be identified at weekly meetings between the Link Alliance and the NUOs.

• The Link Alliance will arrange necessary site inspections directly with the relevant NUO Project Manager.

• If the inspection passes, then the NUO will sign off the work package.

• If the inspection fails, then the Link Alliance will work together to identify the appropriate remedial action and a re-inspection will be organised with the NUO.

Ongoing communication and consultation

During the Aotea main works there will be regular on-site liaison between the Link Alliance and the NUOs. This will generally be undertaken by way of ‘tool box’ meetings at the start of each day, complemented by weekly meetings during utility construction works between the Link Alliance and the NUOs. The purpose of the weekly meetings when utility works are progressing is to plan in greater detail for upcoming utility works in conjunction with other aspects of the project works – e.g. temporary traffic management.

Review of Management Plans

The CEMP and sub-plans for the works will be reviewed at least annually, or as a result of a material change to the project, or to address unforeseen adverse effects arising from construction, or unresolved complaints.

The Link Alliance will inform the NUOs of any such reviews and will actively engage with the NUOs where a material change to the project has implications for network utilities or the review is required in order to address unforeseen effects or unresolved complaints relating to the utilities aspect of the project.

7.2.6. Emergency services

As outlined in Section 6 of this CCP, the Link Alliance will consult with emergency services regarding their specific operational requirements in relation to the Aotea main works. This will include information on the location, timing and duration of the works (particularly in relation to traffic lane reductions and/or closures, alternative routes and detours) and consultation in advance of the commencement of construction.

The Transport, Access and Parking DWP (Appendix K of the CEMP) states that the Aotea main works will be undertaken so as not to impede emergency service access to properties adjacent to the works area or the Central Fire Station and St Johns Ambulance Station located on Pitt Street

7.2.7. Heritage

In addition to engagement undertaken with HNZPT outlined in Section 6.6.5 of this CCP, the Link Alliance has engaged with the Auckland Council Cultural Heritage Implementation Team Leader regarding the preparation of the Archaeology section of the Historic Character DWP and the Auckland Council Heritage Unit (Built Heritage and Implementation) during the preparation of the Built Heritage section of the Historic Character DWP. Engagement with these parties will remain ongoing during the Aotea main works in relation to matters such as construction progress and any unexpected archaeology or built heritage finds during the Aotea main works.

In relation to engagement on heritage related matters during the Aotea main works, the Link Alliance shall:

• Communicate information on any archaeological or built heritage discoveries during the course of works to Auckland Council Heritage Unit, HNZPT and Mana Whenua.

• Contact HNZPT, iwi and the police in the occurrence that koiwi (human remains) are discovered during the course of works.

• Provide a written summary report by the Project archaeologist to HNZPT, Auckland Council (Heritage Unit and Consent Monitoring officer) and Mana Whenua within 20 days of the completion of monitoring.

• Engage a contractor with experience in heritage projects, to individually label, remove and safely store the stone blocks of the Bluestone Wall and Toilets7 and other elements including the stairs, kerbs, piers and cast-iron balustrade. The wall will be re-erected in its new position, with each stone and element placed back in the exact order of the original wall, as described in the Built Heritage section of the Historic Character DWP

• Maintain regular updates (via the appropriate communication tools detailed in section 6.3) with regard to archaeological or built heritage discoveries and monitoring during the Aotea main works.

7.2.8. Auckland Transport

As outlined in Section 6 of this CCP, the Link Alliance will consult with Auckland Transport. This will include information on the location, timing and duration of the works (particularly in relation to traffic lane reductions and/or closures, alternative routes and detours) and consultation in advance of the commencement of construction.

Refer to the Transport, Access and Parking DWP (Appendix K of the CEMP) for further details on engagement with Auckland Transport.

7.2.9. CEMP and Sub-plan reviews

In accordance with the designation and resource consent conditions, the CEMP, DWPs and MPs shall be reviewed at least annually or as a result of a material change to the works, to address unforeseen adverse effects arising from construction or unresolved complaints. The Link Alliance shall notify any parties affected by the review and any material change proposed to the plans and document any inputs received from the affected parties. All affected parties shall be provided with a reasonable timeframe (not less than 10 working days) to provide feedback on the changes.

7.3 Public Engagement

7.3.1.

Public Enquiries

Email addresses for public enquiries in relation to the Aotea main works are as follows:

• aotea@linkalliance.co.nz - in relation to Aotea Station construction works; and

• info@cityraillink.govt.nz - in relation to the wider CRL Project (any queries in relation to the Aotea Station construction works are forwarded through to the Link Alliance email).

Access to a member of the Link Alliance is available 24 hours a day, 7 days a week at the CRL Freephone number: 0800 CRL TALK (275 8255), option 3 for Aotea Station.

This number will be promoted to directly affected and affected in proximity parties and stakeholders before the Aotea main works commence and will feature on all project signage, communication material, CRL website and other collateral.

7 The Bluestone Wall and Toilets will not form part of the Aotea main works OPW, a separate Bluestone Wall Management Plan will be produced and submitted to Auckland Council.

The Link Alliance will:

• Identify the Freephone number on all project advertising and collateral.

• Allocate a team member responsible for answering the Freephone at all times. They will actively respond to issues, enquiries and emergencies.

• Record all enquiries, requests for information and complaints.

Response timeframes

In responding to enquiries the Link Alliance will:

• Provide at least an oral response to telephone enquiries within two hours from the time of the enquiry being received unless the enquirer agrees otherwise

• Provide a written response to emails within 24 hours of the email being received

7.3.2. Complaints

Complaints will be dealt with in a responsive manner to ensure a relationship of trust and reliability between the community, the Link Alliance and CRLL is developed

The project will be contactable 24/7 through the Freephone number.

Link Alliance shall ensure that:

• The Link Alliance Communications and Engagement Team handles all complaints that arise on the project.

• The community is notified of the project contact details through which complaints can be made. This will include the website, works notifications, onsite signage and project publications and newsletters.

• Link Alliance staff shall be briefed on the complaints process and are prepared to receive complaints through the Freephone number, by email, in writing or through face to face contact.

1 All complaints

2 The Aotea Communications and Engagement Team acknowledges the complaint on day of receipt by phone or in writing. If the Communications and Engagement Team is not available, the Link Alliance Aotea Station Project Manager or another member of the project team shall acknowledge the complaint.

3 The contact details and details of the complaint are entered into the CRM database.

4 Acknowledgement of a complaint is provided on day of receipt.

Response timeframes are listed above

5 The Link Alliance Aotea Communications and Engagement Team shall work closely with the Link Alliance Aotea Station Project Manager or Construction Manager to resolve complaints. They are proactive in keeping complainants informed of what action is being taken to address their concerns.

Stage Description

6 If a complaint cannot be resolved within the complaints process timeframe, the complainant is invited to a meeting with the Link Alliance Communications and Engagement Manager and the Aotea Station Project Manager (or their delegated nominees). Resolution timeframes should be agreed at this meeting.

7 All meetings shall be recorded in the CRM database to ensure that a complete record of times dates and location of meetings is maintained.

8 When a complaint is resolved it shall be ‘closed out’ as an action in the CRM. Each month a record of complaints activity will be reviewed by the Link Alliance Aotea Community Manager to check that all actions have been closed out.

9 Complaints data is reviewed regularly by the Link Alliance Communications and Engagement Manager.

Auckland Council Reporting

In accordance with the designation and resource consent conditions, a record of complaints shall be maintained on-site and be available to the Auckland Council Compliance Monitoring Office on Request (refer Section 5.2 for contact details). The record shall be provided to Auckland Council every two months (or as otherwise agreed) and to the “key contacts” listed in the CEMP.

Where a complaint remains unresolved or a dispute arises, the Link Alliance shall provide the Auckland Council Compliance Monitoring Officer with all records of the complaint and how it has been dealt with and addressed and whether the Requiring Authority considers that any other steps to resolve the complaint are required.

7.3.3. Digital Channels

The CRL Project website is the heart of the project’s communications strategy. It is a ‘one-stop-shop’ for vital and interesting information for both the local community and a wider audience. It will also have links to other Project information including newsletters, FAQs and social media posts.

The Link Alliance shall provide information to the CRLL Communications Team that can be used for the CRL website and social as outlined in Table 7-4 below.

Website As the hub of communications for project information, CRLL’s website provides:

• Facility for people to sign up for email updates

• Contact email address for public enquiries.

• The Freephone number: 0800 CRL TALK (275 8255).

• DWPs, CEMP and CCP relating to the project.

Social Media CRLL manages Facebook and Instagram accounts for the Project.

The Link Alliance Communications and Engagement Manager will provide the CRLL Communications Team with regular updates about construction progress, works notifications, photography and videography for upload to the CRL website.

CRLL Communications Team responsibility – information for regular social media updates provided to CRLL by the Link Alliance.

7.3.4.

Media

All media enquiries will be channelled through the CRLL Media Manager

The Link Alliance shall support the CRLL Media Manager in responding to media enquiries as follows:

• Reporting to CRLL immediately on any matters which may be contentious or affect the good reputation of CRLL or the project.

• Providing a very quick turnaround on facts.

• The Link Alliance Communications and Engagement Manager shall work closely with the CRLL Media Manager to provide technical responses, personnel or material to assist with media enquiries.

As part of the project induction, all Link Alliance staff and subcontractors will be briefed on the process to follow if approached by the media during the Aotea main works.

7.4 Managing Crisis and Emergency Situations

The Link Alliance Emergency Response and Incident Management Plan describes how the Link Alliance will manage any emergencies and potential crisis situation.

A crisis or emergency is a potential or actual incident that:

• Poses significant harm to people, property, the environment or the local community, and requires assistance from external emergency services agencies.

It is not a small-scale incident that can be managed without the mobilisation of the Incident/ Crisis Management team and without the assistance of external emergency agencies. For example, a first aid injury or small spill.

7.4.1. Requirements

In the event of a crisis or emergency, the Link Alliance shall:

• Activate the Emergency Response and Incident Management Plan which details all Health and Safety processes.

• Guide strategic stakeholder management and communication processes, in line with the Incident Management Frameworks of Link Alliance and CRLL.

• Alliance shall support CRLL in responding to the community, the media or the public.

7.4.2.

Emergency contacts

Table 7-5: Emergency responsibilities contact

Crisis/emergency management oversight Link Alliance Project Director – Francois Dudouit

Construction management

Health and Safety

Link Alliance Construction Manager – Phillipe Begou

Link Alliance Aotea Station Construction Manager – Hunter White

Link Alliance Health and Safety Manager – Joseph McArdle

Appendix A: Indicative Staging Drawings – Aotea main works

Appendix B: Affected Community and their Feedback

Additional recent and relevant feedback from the affected community is contained within:

• Stages 1 - 3 SIBD DWP Addendum

• Stages 4 & 5 SIBD DWP Addendum

Address Property/ Occupier Meeting summary Feedback Mitigation

Albert Street

83 – 85 Albert Street Coffee Right Café SIBD door knock meeting with business owner.

Amenity and Visibility

Previously experienced noise and dust effects, and reduced visibility. Customers indicated that it was difficult to cross the road and that the business was not visible. Are concerned that they will experience these effects again.

Service and Deliveries

The loading bay immediately outside the business on Kingston Street is used for deliveries and loading in the mornings. Concerned around loss of this loading bay when the end of Kingston Street is closed. This will mean deliveries have to be carried from the business’s carpark in Federal Street to the shop.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

25/11/19 – Aotea Station Community Manager doorknocked to establish correct email address for business.

Link Alliance will provide the business with details of alternative loading bay locations.

Address Property/ Occupier

Meeting summary Feedback Mitigation

K3 Consulting Manager not available – left brochure and flyer with details of Coffee Club information sessions.

Ongoing engagement via Aotea Community Manager regarding early works construction activity.

Concerned with effect of works on tenant (café).

99 Albert Street (alt. 44-46 Victoria Street West)

Building Manager

AA

Ongoing engagement via Aotea Community Manager regarding early works construction activity.

Ongoing engagement via Aotea Community Manager regarding early works construction activity. Meeting on 25/09/19 provided main station works overview, but with focus on early works.

Noise

Concerns raised regarding noise impacts on AA customer centre.

Noise mitigation measures to be used on site.

AA have Aotea Community Manager phone/email.

Address Property/ Occupier

105 Albert Street Manhattan Apartments Building Manager

Meeting summary Feedback Mitigation

Attended Coffee Club information session and spoke with SIBD team.

Ongoing engagement via Aotea Community Manager regarding early works construction activity, including provision of off-site car parking for apartment residents during period of disrupted access. Regular informal meetings and emails.

No particular concerns raised by residents of building.

Transport and Parking

Some disruption to access and use of on-site parking – management of this been good to date with ongoing communications and where required alternative arrangements made. Traffic management generally worked well to date – access maintained and disruption minimised.

Servicing

Queried impact on rubbish collection going forward.

Access

Queried process for people moving in/out of apartments

Advised lifts in building are being replaced in early 2020 so will need adequate access for equipment

Transport SME indicated that (as required) alternative arrangements would be made to maintain collections.

Transport SME advised can work with apartments on these issuesprovide sufficient notice.

Link Alliance will provide the business with details of alternative rubbish collection and/or loading bay locations (if required).

Address Property/ Occupier

109-125 Albert Street SkyCity – Convention Centre and Grand Hotel

Ongoing engagement via Aotea Community Manager regarding early works construction activity. Regular meetings held, including discussion of main station works.

Concerns regarding noise and disruption to SkyCity operations and effect on tenant – East Day Spa.

123 Albert Street East Day Spa

135 Albert Street Auckland Council

76-84 Albert Street City Garden Apartments

Ongoing engagement via Aotea Community Manager, regarding early works construction activity. Regular meetings held, in conjunction with SkyCity, including discussion of main station works.

Ongoing engagement via Aotea Community Manager regarding early works construction activity and upcoming Aotea main works.

Left brochure and flyer with details of Coffee Club information sessions in property manager and some residents letter boxes

Communicating timely and accurate construction information to staff a concern.

Refer to CNV DWP

Agreement to monitor and meet as needed throughout construction period. Early works staged to enable acoustic shielding works to be completed on East Day Spa.

Refer to CNV DWP

Point of contact within Auckland Council established to regularly update and share information internally.

92 Albert Street Media Design School

Aotea Community Manager met with building manager on 30/10/19, regarding early works. Meeting established point of contact for further project conversations.

Ongoing engagement via Aotea Community Manager regarding early works and main station works. Meetings on 4/9/19 and 15/10/19.

Noise of significant concern

Refer to CNV DWP

Agreement to monitor and meet as needed throughout construction period.

Address

Wilson Parking

Bei Group Ltd.

98-102 Albert Street Property owner

NZ Hot Buy

Nourishing Life

Print Shop

Ongoing engagement via Aotea Community Manager regarding early works and main station works. Meetings on 1/10/19, 16/10/19, 30/10/9, 13/11/19.

Ongoing engagement via Aotea Community Manager regarding early works and main station works. Meeting on 7/11/19

Ongoing engagement via Aotea Community Manager regarding early works construction activity and installation of monitoring equipment. Some discussion of station Main Works. Meeting on site 12/10/19.

SIBD door knock - manager unavailable - left brochure and flyer with details of Coffee Club information sessions

SIBD door knock - manager unavailable - left brochure and flyer with details of Coffee Club information sessions

SIBD door knock meeting with owner – left info.

Access for customers, loss of business.

Plan developed to manage access when slip lane closed.

Safe car park access for tenants and public

Plan developed to manage access when slip lane closed

The CUT

Access

Pedestrian access and movement past business is important.

Visibility

Visibility of the business is also crucial.

SIBD door knock – spoke with manager - left brochure and flyer Noise

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Disruption from noise a key concern. Refer to CNV DWP

Address Property/ Occupier

Meeting summary

112 Albert Street (Temporary Food containers)

Dumpling Bao.Crepe

Coffix

Chargrill Box

Got Pasta

128 Albert Street Crowne Plaza

Durham Street West

22 Durham Street West Charme (Beauty)

Goodland Education

DX Mail

Feedback

Mitigation with details of Coffee Club information sessions

SIBD door knock – spoke with staff

- left info brochure

SIBD door knock – spoke with staff

- left info brochure

Access

Pedestrian access important

SIBD door knock – spoke with staff

- left info brochure

SIBD door knock – spoke with staff

- left info brochure

Access

Pedestrian access important

Monthly recurring meeting established with Aotea Community Manager and members of the project team. Early works and station Main Works discussed.

SIBD door knock – spoke with staff

- left info brochure

SIBD door knock – closed - left info brochure under door

No access – not staffed, post boxes only. Left info brochure under door

Access

Customer access important

Noise

Disruption from noise a key concern.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Meeting with increased frequency to share and agree methodology.

Federal Street

190 Federal Street Yoga Academy

SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

Address Property/ Occupier

The Atrium Club

Meeting summary

SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

198 Federal Street Grit Money SIBD door knock meeting with manager/owner.

Feedback

Kingston Street

Election Services

AIM High School

Residential apartments (levels 3&4)

4 Kingston Street Rakuten Japanese Cuisine

SIBD door knock - manager unavailable - left brochure and flyer with staff to pass on.

SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

SIBD Door knock – Left brochure and flyer with details of Coffee Club information sessions in lobby

Discussion with building manager at November 2019 CLG regarding early works and station Main Works. Agreement to keep building informed via manager

SIBD door knock meeting with business owner. Brief conversation and left brochure and flyer with

Noise

Construction noise is the main concern. They are a call centre and it may be disruptive.

Access

Changes to vehicle and pedestrian access may also be disruptive to the business.

Mitigation

Business effects

The owner is new; took over the business in September. Indicated

Refer to CNV DWP

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Aotea Community Manager to invite to business forum.

Address Property/ Occupier

Apartments

Offices

City Convenience Store

16 Kingston Street Kingston Street Café

Cambridge Asset Management (property owner)

Mayoral Drive

11 Mayoral Drive Property owner

TBWA

Meeting summary Feedback Mitigation details of Coffee Club information sessions. that when he bought the business he did not think the CRL project was having an impact, but is now thinking that it may be.

Left brochure and flyer with details of Coffee Club information sessions in the mail boxes.

Left brochure and flyer with details of Coffee Club information sessions in the mail boxes.

Limited conversation with owner; left brochure and flyer with details of Coffee Club information sessions.

SIBD door knock meeting with business manager/owner.

No issues to report since last consultation exercise. The business will be closed for two weeks in December; it would be good if some of the utilities works coincided with the closure.

Ongoing engagement via Aotea Community Manager regarding early works construction activity.

Ongoing engagement via Aotea Community Manager regarding early works and main station works. Meeting held on-site on 8/11/19

Engagement via Aotea Community Manager regarding early works, with some initial discussion of station main station works.

Works impact (noise) on tenant a significant concern.

Concerned about noise impacts on business.

Refer to CNV DWP

Agreement to work closely with property owner

Refer to CNV DWP

Address Property/ Occupier Meeting summary Feedback Mitigation Meeting held on 8/10/19. Property owner has requested that all engagement occurs through him in the first instance.

44-52 Mayoral Drive Aotea Centre - RFA Engagement via Aotea Community Manager regarding early works and main station works. Meeting held on 4/10/19. Subsequent email engagement, e.g. provision of asbuilt information.

Victoria Street West

27-35 Victoria Street West President Hotel Ongoing engagement via Aotea Community Manager regarding early works construction activity and upcoming Main Works. Meeting on 16/09/19.

35-45 Victoria Street West Oasis Hair dressing SIBD door knock - manager unavailable - left brochure and flyer with details of Coffee Club information sessions

51-71 Victoria Street West City Construction Ltd (owner) City Construction Ltd attended meeting on 4/12/19 with Aotea Community Manager and project team members to discuss overall project and construction methodologies.

51-63 Victoria Street West Roma Blooms

Concerned about access and noise impact on theatre operations.

Refer to CNV DWP

Refer to the TAP DWP

Access a key concern. Work with Link Alliance project team. Team commit to providing more loading, where it is removed.

Concerns raised regarding works effect on tenants and structural integrity.

Attended Coffee Club information session and spoke with SIBD team. CRL Responsibilities

Understanding of the designation condition requirements and CRL responsibilities.

Requested information regarding works staging and engineering details to be provided to City Construction.

The scope of the designation conditions were discussed and issues such as rates relief and rent increase were explained as outside the scope of the SIBD DWP.

Mai Thai Restaurant

Ongoing engagement via Aotea Community Manager and Development Response Manager in relation to early works and station Main Works. Meeting held 20/11/19 to discuss support.

Attended Coffee Club information session and spoke with SIBD team and CLG.

Financial hardship

The construction works are and will impact the viability of the business.

Seeking rates relief as landlord has increased rents.

Health and Well-being

The construction works are having an impact on the health of the business community.

The business was referred to the public works act and also made aware of the recent announcement relating to the establishment of a hardship fund.

The Aotea Community Manager visited the business as a follow up to discuss the issues raised and to discuss the comments in more detail.

Roma Blooms set up as a supplier for Link Alliance and CRLL.

Development Response Manager to work with Roma Blooms on a city centre pop-up shop.

Financial hardship

The construction works are and will impact the viability of the business

Seeking for additional promotional opportunities.

Attended November 2019 CLG and spoke with Aotea Community Manager. Follow up meeting to be arranged.

65-67 Victoria Street West Mexican Café SIBD door knock meeting with business manager. Amenity Concerned about impact of the works on the ambience in the restaurant, particularly noise.

Refer to CNV DWP (for noise and vibration) and AQ DWP (for dust etc)

Address Property/ Occupier Meeting summary

Feedback Mitigation

Customers like to enjoy sitting on the balcony but with construction works this will not be possible due to noise. They also open all the doors to the balcony in the summer and this may not be possible. They will likely need to increase the volume of music inside the restaurant to mask the construction noise, but that makes it difficult for customers and staff to interact.

Access

Pedestrian access is very important. Want to ensure this is not disrupted. Concerns about the closure of the Victoria Street and Albert Street intersection.

Other

Communication around construction works will be key to allow the business to plan for survival. Want consistent messaging from people and regular updates around lane / intersection closures. Indicated that the business owner participates in the CLG and passes information along, but will sign up to the email updates as well to ensure they are receiving up to date information.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Refer to mitigation measures set out under 6.15 Business Disruption

The Link Alliance will implement the CCP to provide affected parties with updates on the works and to allow them to plan ahead.

Address Property/ Occupier Meeting summary Feedback Mitigation

Victoria Street News Agency SIBD door knock meeting with owner.

Access

The concerns are the same as discussed in the previous consultation; foot traffic is critical and changes pedestrian access routes may affect business. Loading currently occurs directly outside the shop on Victoria Street and the owner would like to know where loading can occur particularly when the Victoria Street and Albert Street intersection is closed.

Visibility

Visibility of the business is also crucial.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Aotea Community Manager to provide update on loading.

69-71 Victoria Street West The Fiddler Attended Coffee Club information session and spoke with SIBD team

Amenity

Odour issues arose during previous works which were unpleasant for customers.

Visibility

Visibility of the business is also crucial.

Pizza SIBD door knock meeting with manager. Access

Foot traffic and pedestrian access important.

Not a dine in so majority of business is takeaway and delivery orders.

Contact details for the Aotea Community Manager were provided so any unanticipated odour issues could be reported

Refer to the AQ DWP.

DRP measures to assisting with wayfaring and visibility.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Address Property/ Occupier Meeting summary

Feedback Mitigation

Parking/loading area out front and also on Federal Street. Some orders are large – gave example of 45 pizzas for following day – not practical to carry these to Federal St car park

Visibility

Visibility of the business is also important

73-75 Victoria Street West Victoria Residences Office unattended.

SIBD Door knock - Left brochure and flyer with details of Coffee Club information sessions under door

Aotea Community Manager met with Building Manager on 11/10/19, along with SIBD team members. Focus on early works, but station Main Works discussed in context of intersection closures.

City Centre Convenience Store SIBD door knock meeting with owner - previously spoke with manager.

Access to nearby car parking of importance to residents.

Link Alliance will provide the business with details of alternative loading bay locations (if required).

77-85 Victoria Street West Victoria City Apartments Left flyer with details of Coffee Club information sessions in tenants letter boxes

52-68 Victoria Street West Building Manager Ongoing engagement via Aotea Community Manager regarding early works construction activity.

Access

Pedestrian access and movement past business is important.

Visibility

Visibility of the business is also crucial.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Address Property/ Occupier Meeting summary Feedback Mitigation

Subway SIBD door knock meeting with business manager.

Access, visibility and wayfinding

Potential effects are the same as discussed previously; ease of pedestrian access, and maintaining visibility and wayfinding is very important for the business.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Accord Barber SIBD door knock - spoke briefly as owner busy. Left brochure.

The Coffee Club

Hosted Coffee Club information session

Fuga Modern Japanese Brasserie SIBD door knock meeting with owner.

Access and visibility

Visibility of and access to business important.

Noise and Dust

Regular customers have commented on noise/ disruption.

Issues with their air conditioning so often need to leave the door open.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Refer to AQ DWP

Refer to CNV DWP

77 Convenience Store SIBD door knock - owner

unavailable - left brochure with staff to pass on.

The Glass Goose Bar & Eatery SIBD door knock meeting with duty manager.

Access

Main access is off lane via Federal Street – maintaining pedestrian routes in surrounding area is important – particularly from Queen Street direction.

Deliveries

Main deliveries (kegs etc) use elevator in adjacent building accessed off Victoria Street – other

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Link Alliance will provide the business with details of alternative

Address Property/ Occupier Meeting summary Feedback Mitigation

access is pedestrian only so need to maintain access.

Air Quality

Dust (or other) impacts on air quality particular concern – had issues during sky city fire particularly in outdoor area.

Vibration

Noted that the building had a low earthquake rating – concern regarding vibration effects on building.

rubbish collection and/or loading bay locations (if required).

Refer to AQ DWP

Refer to CNV DWP

Coffee Shop

SIBD door knock - manager unavailable - left brochure and flyer with staff to pass on.

Liquor and Tob City SIBD door knock meeting with owner – left info.

Wellesley Street West

17 Wellesley Street West Guerrilla Espresso

SIBD door knock - manager unavailable, spoke with staff - left info brochure.

Similar concerns as raised previously re. disruption from Noise, dust and to visibility of and access to business.

Refer to AQ DWP

Refer to CNV DWP

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Address Property/ Occupier

Meeting summary Feedback Mitigation

Had already received flyer with details of Coffee Club information sessions

15-31 Wellesley Street The Attic Backpackers SIBD door knock meeting with manager – left info.

Access

Ensure that main entrance off Wellesley Street is not blocked.

Noise

Possible disruption to visitors from construction yard but feels that as screened by other buildings (Crowne Plaza etc) noise from won’t have as much of an impact

Sky Bus

Would like information on what is going to happen to the sky bus service/stop (to the airport) as the current bus stop being located outside is a used frequently by visitors.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Refer to CNV DWP

The Link Alliance will implement the CCP to provide affected parties with updates on the works / access arrangements and will work with AT and Sky Bus who will lead on providing updates on public transport / bus route changes.

Elliot St Apartments Hotel

Apartments office unattendedleft flyers in letter boxes and under door to building office

Doorknock by Senior Communications and Engagement Advisor on 28/11/19 to establish point of contact and arrange meeting.

Address Property/ Occupier

City Convenience Plus Superette

Meeting summary Feedback Mitigation

SIBD door knock meeting with manager – owner

NB: Advised receives updates and previously attended a drop in session

Service and Deliveries

Loading and deliveries on Wellesley St out front.

Sky Bus

What is happening to the station (located out the front of shop)

Link Alliance will provide the business with details of alternative rubbish collection and/or loading bay locations (if required).

The Link Alliance will implement the CCP to provide affected parties with updates on the works / access arrangements and will work with AT and Sky Bus who will lead on providing updates on public transport / bus route changes.

Chawlas Indian Street

SIBD door knock - manager unavailable - left brochure and flyer with details of Coffee Club information sessions

Chong Quing Noodles SIBD door knock - manager unavailable - left brochure

Tony’s Restaurant

SIBD door knock meeting with manager – left info brochure and flyer with details of Coffee Club information sessions

NB: Advised regularly updated on works.

Similar concerns as raised previously re. disruption from Noise, dust, pedestrian access and visibility of business.

Access (Slip Lane)

Queried disruption to (Crowne plaza) slip lane – important access maintained as they have car parks which access off there and also use it for deliveries.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Refer to AQ DWP

Refer to CNV DWP

Refer to the TAP DWP

Meeting arranged for 10/12/19 with Senior Communications and

Address Property/ Occupier

37 Wellesley Street West Econo Lodge

Meeting summary Feedback Mitigation

Engagement Advisor and Development Response Manager.

Ongoing engagement via Aotea Community Manager in relation to early works and station Main Works. Meeting held on 4/12/19

Concerns around noise and access. Refer to CNV DWP

Refer to TAP DWP

Link Alliance will ensure that Econo Lodge can receive deliveries and that the hotel is safe and accessible for guests.

24 Wellesley Street Mojo (Bledisloe Building) SIBD door knock meeting with manager – left info Noise

Have aircon but like to open doors in summer.

Visibility and Access

Maintaining access to and visibility of business important

Servicing and Deliveries

Most deliveries occur on Wellesley Street – some in the adjacent car park.

Refer to CNV DWP

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Link Alliance will provide the business with details of alternative rubbish collection and/or loading bay locations (if required).

Ongoing updates on the work.

44-52 Wellesley Street West Crayon Nail & Beauty

SIBD door knock - manager unavailable - left brochure and flyer with staff to pass on.

Aotea Community Manager doorknock in November 2019, to establish email contact and discuss project.

Address Property/ Occupier Meeting summary Feedback Mitigation

Greedy Guts Café SIBD door knock - manager unavailable - left brochure and flyer with staff to pass on.

City Forex - Western Union SIBD door knock meeting with manager

The concerns are the same as discussed in the previous consultation; visibility, pedestrian access/wayfinding; general construction effects (noise, dust etc).

Pedestrian access and wayfinding particularly important as they only just brought the NZ Post into their business – they are the only one in the immediate area and serve a large catchment.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Refer to CNV DWP

Refer to AQ DWP

Ongoing engagement via Aotea Community Manager regarding early works construction activity. Discussion of station Main Works

54-56 Wellesley Street West The Dance Domain SIBD door knock meeting with dance teacher Noise

The concerns are the same as discussed in the previous consultation noise impacts on dance lessons – ballet so use piano music. They have classes at all times including Saturdays; any construction noise will be disruptive.

Access

Refer to CNV DWP

The Link Alliance will implement the CCP to provide affected parties with

Address Property/ Occupier Meeting summary

Feedback Mitigation

Concerns around changes to public transport, in particular bus routes as staff and students use this to come to the studio.

updates on the works / access arrangements and will work with AT who will lead on providing updates on public transport changes.

Mint [Photography] Studio Spoke with owner; left brochure and flyer with details of Coffee Club information sessions.

Owner also advised he had been sent information from his building manager.

Supreme Travel SIBD door knock meeting with owner

Business effects

Didn’t raise concerns regarding the effects of the project. Customer make appointments for photo sessions on-site, but videos are shot off-site, so noise is not a particular issue. Video editing is undertaken on-site.

The matters raised were generally the same as discussed in the previous consultation; pedestrian access; noise impacts and dust, maintain access to car park (in adjacent building)

Buses

Queried what was happening with the bus routes/stops in the area.

Multisure Insurance Brokers SIBD door knock meeting with staff. Noise

Noise remains the primary concern; may disrupt work in the office.

Access

The Link Alliance will implement the CCP to provide affected parties with updates on the works and to allow them to plan ahead.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Refer to CNV DWP

Refer to AQ DWP

The Link Alliance will implement the CCP to provide affected parties with updates on the works / access arrangements and will work with AT who will lead on providing updates on public transport changes.

Refer to CNV DWP

The Link Alliance will implement the CCP to provide affected parties with

Address Property/ Occupier Meeting summary

Feedback Mitigation

Expressed concerns around relocation of bus stops and route disruption. updates on the works / access arrangements and will work with AT who will lead on providing updates on public transport changes.

58 – 62 Wellesley Street West Barry Maclean Barrister

SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

Hampton Court Residences SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

Wyndham Street

43 Wyndham Street Cathedral of St Patrick and St Joseph SIBD door knock meeting with office manager – left info, advised would pass this onto their operations manager

Aotea Community Manager met with cathedral vicar on 27/09/19.

Noise

In addition to usual Church services also host churches and funerals. Noise disruption for funerals particular concern – often only have 3-4 days’ notice of a funeral, weddings have more notice.

Cumulative noise impacts from various surrounding constructions sites a concern.

Venue for choral concerts, recitals. Are one of the venues who are hosting the World Symposium on Choral Music (WSCM 2020) in Auckland - runs from 11 July – 19 July (occurring across Auckland) https://www.wscm2020.com/aboutwscm2020/

Refer to CNV DWP

Aotea Community Manager to discuss event requirements and the timing of noisy work.

Address Property/ Occupier

Meeting summary

Feedback Mitigation

Transport

Maintaining parking and access is important.

Concerned re. cumulative impact of traffic disruptions in area –experience to date has been that the combination of traffic management (road closures, lane reductions etc) for different projects results in large disruption to traffic and can cause congestion in surrounding streets making access to cathedral difficult.

Queried changes to bus routes.

Communication

Two-way communication is key to managing impacts, particularly around noise i.e. currently liaise with adjacent building sites / construction managers when funerals, weddings services etc are being held.

Refer to the TAP DWP.

Affected parties will be notified of wider road works in line with the CCP by the Communication and Engagement Manager.

The Link Alliance will implement the CCP to provide affected parties with updates on the works / access arrangements and will work with AT who will lead on providing updates on public transport changes.

The Link Alliance will implement the CCP to provide affected parties with updates on the works and to allow them to plan ahead.

20 Wyndham Street Ibis Budget Hotel

SIBD door knock meeting with manager – left info.

NB: Advised Had been advised of Coffee Club Sessions but had been unable to attend.

Access

Drop offs and pickups generally occur out the front. Sometimes Durham Lane.

Servicing and Deliveries

Deliveries either occur through front door or via Durham Lane –maintained?

Noise

Access to the business including via service lane for deliveries/servicing will be retained.

Refer to the TAP DWP.

Affected parties will be notified of wider road works in line with the CCP by the Communication and Engagement Manager.

Address Property/ Occupier Meeting summary

Feedback Mitigation

Daytime noise disruption not as big an issue as majority of guests are out. Biggest noise impacts would be likely at night or in mornings when some guest are sleeping later.

NB: Construction site across the road causes most disruption at the moment

Refer to CNV DWP - in accordance with designation conditions works will occur no later than 7pm

24 Wyndham Street Sixth Sense

Goat Ventures

demandforecasting.com

Velocity Made Good

VMG Ventures Red pepper Digital

SIBD Door knock – Closed left brochure under door

SIBD door knock meeting with Office Manager of ‘Velocity Made Good’

Manager indicated that other businesses in building fall under the wider ‘Velocity’ business group.

Left multiple brochures – manager advised she would circulate this to all tenants

Offices are main activity.

Access

Staff use car parking in various surrounding car parking buildings –pedestrian access/routes important.

Noise

No particular concern regarding noise from CRL works - main disruption has come from construction site across the road.

The Link Alliance will implement the CCP to provide affected parties with updates on the works and to allow them to plan ahead.

Refer to TAP DWP

Refer to CNV DWP

26 Wyndham Street Ding dong Lounge

Infinity Night Club

SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

SIBD Door knock – Closed left brochure and flyer with details of Coffee Club information sessions under door

Address Property/ Occupier Meeting summary Feedback Mitigation

C&A International Education Group SIBD door knock - manager unavailable - left brochure with staff to pass on.

Egali Intercambio SIBD door knock - manager unavailable - left brochure with staff to pass on.

We Don't Have Elephants SIBD door knock - manager unavailable - left brochure with staff to pass on.

28 Wyndham Street Japan Mart City Central SIBD door knock - manager unavailable - left brochure with staff to pass on.

34-36 Wyndham Street Holiday Travel SIBD door knock meeting with manager

No particular concerns, have not experienced any disruption of note to date.

Access

Maintenance of access via Wyndham Street important.

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

Sunflower Café

SIBD door knock - manager unavailable - left brochure and flyer with staff to pass on.

38 Wyndham Street Hollywood Bakery SIBD door knock meeting with owner. Visibility

Concerned about the loss of visibility from the other side of Albert Street, once the works outside the business commence. Had received feedback from customers during previous works that they didn’t know where the business was.

Access

Commented that the nearby bus stops on Wyndham Street and Albert

Pedestrian access to the property will be retained with DRP measures to assisting with wayfaring and visibility.

The Link Alliance will implement the CCP to provide affected parties with updates on the works / access

Address Property/ Occupier Meeting summary Feedback Mitigation

Street have been removed, and queried when they will be reinstated. arrangements and will work with AT who will lead on providing updates on public transport changes.

Appendix C: Engagement Material

Appendix D: Project Roles and Responsibilities

Role Name Contact details

Aotea Community Manager Aaron Hutching

aotea@linkalliance.co. nz

Link Alliance Development

Holly Claeys holly.claeys@linkallianc e.co.nz

Responsibilities

• Manages a communications and engagement team that is the primary contact for project related enquiries and complaints

• Having ongoing conversations with the community to keep them informed of key construction activity, milestones, programme and progress

• Utilising a range of communications tools including face-to-face engagement, works notifications, dropin sessions, station email addresses, digital channels including the CRL website and social media and the CRL freephone number, to have ongoing conversations with the business and residential communities about best ways to manage effects and impacts

• Managing stakeholder risks and immediately reporting any high-risk stakeholder / communication issues to the Aotea Station Project Manager and Communications and Engagement Manager.

• Assisting the CRLL Communications team with key stakeholder engagement including the Mana Whenua Forum, Local Board engagement and media.

• Providing advice to the Aotea Station Project Manager / Construction Manager on critical stakeholder engagement, communications and relationship building.

• Co-ordination of Aotea CLG meetings.

• Assisting the Aotea Station Construction Manager in briefing site personnel on:

- The mandatory site inductions regarding the standards and requirements for community relations;

- Procedures to follow if staff are approached by a member of the public or the media; and

- Behavioural procedures in and around the construction site boundaries.

• Manages planning , delivery and evaluation of the overall Development Response Plan for the Aotea precinct.

Role Name Contact details

Response Manager

Social Impact and Business Disruption Monitoring

John Daly John.daly@linkalliance. com

Responsibilities

• Manages street response measures including street cleaning, graffiti removal.

• Co-ordinates business promotion events.

• Co-ordinates business support programme .

• Proactively identifying opportunities to mitigate impact on businesses.

• Regular audits of the construction sites, including the DRP, and address issues with the construction manager.

• Monitoring of SIBD Effects and mitigation measures, via:

o Attendance or review of minutes from CLG, Business Forum and / or consultation events to monitor SIBD impacts.

o Undertake SIBD engagement to inform the annual report or updates of the SIBD DWP.

o Review of feedback, public enquiries and complaints raised by affected parties for annual report.

• Share feedback with the project team, and co-ordination and facilitation of responses.

• Prepare, review and update SIBD DWP (if required), including identifying additional affected parties and mitigation measures.

• Preparation of the annual SIBD monitoring report and reporting to CLG (As required by Condition 61.8).

Appendix E: Development Response

The Link Alliance will implement the following measures in conjunction with the affected community and as far as they are practicable. The DRP is a live document and opportunities for additional mitigation will be sought from the affected community from future engagement and in response to SIBD monitoring.

Business Support package

A free of charge business support package which includes:

• 12 months with a Business Mentor from Business Mentors NZ,

• a 12-month membership with the Auckland Business Chamber, and

• free social media training.

Trader Directory

An online directory promoting businesses to the 1600+ CRL workers expected at peak construction, encouraging them to shop local and to use local services and facilities. Also accessible by Auckland’s wider community. The Trader Directory will be printed and available at all construction sites, handed out to cruise ship passengers and will be promoted using established social media channels. It is free to list local businesses and Link Alliance has received strong interest in the Trader Directory already. Business may register by emailing the City Rail Link at traders@cityraillink.govt.nz.

Meet the Neighbours Series

A ‘meet the neighbours’ series which profiles local businesses providing insights into business owners and the challenges and opportunities that exist neighbouring the CRL project. The series is included in the CRL project newsletter ‘CRL Connection’ which is disseminated to more than 4000 people. The profiles are also promoted on our existing social media channels and have been shared by Heart of the City in their e-newsletter also.

Business, Venues and Community Organisation advertising

Link Alliance will work with businesses to include advertising where possible on hoarding structures. Additional temporary signage has also been created to help further emphasise that these businesses are open.

Wayfinding and Business, Venues and Community Organisations Signage

Link Alliance will display wayfinding signage at key points to help pedestrians navigate their way through diversions and to find businesses and community organisations within the affected community area. Signage will also be displayed for major events within the affected community area.

On-street Business Directory Map

A hardcopy designed business directory map is placed in highly visible areas at key entrance points to Albert Street to help people understand what businesses are located along Albert Street. This will assist in helping people find where businesses are located amongst the works.

Albert Street Eats and other Promotion Opportunities

Albert St Eats is a campaign created to showcase the great eateries along Albert Street. This promotion will use the Albert Street Eats Facebook page and will be linked to CRL’s Trader Directory. The Link Alliance implement other promotion opportunities from ideas generated at the business forum as practicable.

Activations and Events

Working with our partners to leverage key events and festivals and promotional opportunities. As well as this Link Alliance will implement activation opportunities along the corridor. Link Alliance also undertakes a number of tours along the project corridor each month.

Street cleaning and maintenance

A daily cleaning and maintenance service along the entirety of Albert Street works including priority street cleaning along Albert Street and its intersections.

Loading Bays and Car Parking

Proactive communication regarding the closure and changes to loading bays and on-street car parking to allow businesses to plan ahead.

Hoardings and Fences

Hoardings will be required throughout the construction programme for Aotea Station. However, hoardings will be removed when no longer required if practicable. Additionally, low rise or open mesh fencing, ‘perspex’ windows and lighting installed to maintain visibility.

Appendix F: Community Liaison and Auckland Council Feedback

A1. Community Liaison Group feedback

A draft copy of the CCP was provided to the Community Liaison Group for feedback and comment on 19 November 2019. No specific feedback was provided by the CLG initially.

On 17 February 2020, Heart of the City (HOTC) has provided feedback on the CCP (as well as other DWPs). The table below outlines the comments provided and the Link Alliance response.

Comment Response

Key project material should ideally be produced in other languages to assist with communication to the diverse city centre community.

Deliver targeted communications to the loading and servicing sector about changes in the street and treat them as a specific stakeholder group to allow for ongoing dialogue and feedback on how the changes impact them. Collaborate with Auckland Transport on this point if necessary.

Ensure a consistent approach to on-the-ground project signage across all parts of the CRL project. The current utility works have no project information signage associated with them.

Look at ways to make the Business Liaison Forum and CLG’s well attended and valuable. This would include making the CLG’s less restrictive for those wanting to attend, including the ability to just turn up if interested.

Seek regular feedback from businesses in the area about what is needed in terms of communications and regularly review and adjust accordingly.

Have an integrated approach to project communications. Provide information on progress across all CRL contracts in the city centre (where possible and relevant) rather than requiring stakeholders to scroll through multiple communications from different agencies/contractors when they are wanting a city centre view on progress for the CRL.

We will assess into which languages project materials should be translated, which project material it will be most beneficial to translate, and how to best make the material accessible.

A comprehensive list of courier and taxi companies receive project updates. We have tailored communications to this group in respect of the upcoming intersection closure. Additionally, we are working with local businesses, assisting their conversations with suppliers by providing clear messaging and targeted collateral. We have worked with AT on the provision of loading zones during the closure, e.g. repurposing a bus stop for loading.

Three separate project information signs are being rolled out across the site. A total of 30 signs are being printed, covering utilities and station construction. Having consulted with Auckland Council, these will use the Auckland Future in Progress branding.

We are considering the way these will operate going forward, including folding the Business Forum into the CLG. We will work with CCRG to build up the number of residential attendees and with HOTC to boost business attendees. This could include a recruitment drive using the two organisations social media channels. We’ll consider how to make enrolment as easy as possible, but see value in structure around attendees.

As a means to boost Business Forum attendance and gain insight into business sentiment, we plan to undertake a survey which would include feedback on how businesses would like to be communicated with.

We are working with CRLL, Auckland Council and Auckland Transport on the provision of joinedup city centre comms. This includes:

- Presenting jointly with CRLL to stakeholder groups.

- Feeding project updates to CRLL for inclusion on social media, and the CRLwide project newsletter.

- Feeding information into sites like ProgressAKL.co.nz and AT.govt.nz/BetterWay

Key Messages 4.3. These should include:

- messaging to support businesses and encourage visitation to the city centre whilst the CRL construction is underway

- that the CRL is part of major, ongoing transformation of the city centre (ref Auckland Future in Progress)

Link Alliance could be doing more in the way of incentives to support TDM given the significant impact the project is having on the city centre.

Comment on SIBDDWP but applicable to CCP:

We have discussed with Link Alliance the desire to start to receive “look ahead” communications which give advanced information on what is happening in and around the main works, and we expect that this will be available soon.

A2. Auckland Council Comments

These messages have been added and similar are being delivered currently as part of the Wellesley/Albert intersection closure messages.

The Link Alliance, in its engagement with AT, has expressed support for TDM and can provide support via access to its stakeholder network and understanding of the local community.

We will provide this to stakeholders as required, e.g. we have agreed to do so with HOTC. Additionally, our monthly newsletter serves as a lookahead on what works are upcoming.

Mr Blair Masefield, Technical Director – Planning from Land and Survey Ltd, has reviewed and provided comment on the draft CCP on 5 February 2020, as follows:

Comment

I have reviewed the CCP reference AOT Main Works_CCP_EXTERNAL_REV_19DEC2019 and confirm it contains appropriate methods and tools to adequately satisfy Condition 15 of the Designation and Conditions 25, 27-29 of the A2N Consents.

I note Section 4.3, which set out key project messages that have been developed to be very specific to this particular portion of the overall CRL works, as a demonstration that the Communications team have actively considered the project works and how to effectively communicate key elements to stakeholders and affected parties.

The same can be said for section 6.2, the expanded use of channels and frequencies in Table 6-1, the introduction to section 6.5, and 7.2.2.

Response

Noted.

We will continue to develop key messages and evolve our use of channels as the project progresses; in anticipation of and in response to change and events.