To improve your performance in a team or as an individual, feedback is essential. It’s no different for the members of the Gladstone Industry Leadership Group (GILG). Continuous improvement is a vital part of our members’ culture and community feedback is critical to these change processes.

While this feedback process is often called a “Complaints Process”, the reality is that GILG members see this input as an opportunity to better understand and respond to community concerns. Industry therefore actively encourages their neighbouring communities to raise any issues. While this may sound strange, there are several reasons for this.

Community expectations of industry performance continuously evolve. Quite rightly, what was good two years ago is not necessarily good enough today. Community feedback is therefore the principle mechanism by which GILG members measure themselves against changing community expectations.

GILG members will then use this feedback to help prioritize their improvement projects.

Community feedback also answers the questions: “How are we going?” and “Where can we improve?” GILG members therefore constantly monitor the number, type and severity of their community issues. So if you have any concerns, the feedback process is an ideal way to make sure that they are raised to the attention of GILG managers.

But how do you make your voice heard? Each of GILG’s members has a hotline number and in most cases an email address. While sites generally prefer feedback to be given over the telephone so that all the relevant information can be gathered, if you prefer, where available you can also email your comments.

The GILG member hotline numbers and email addresses are:

BSL:     
1800 886 414             
bsl.info@riotinto.com

Cement Australia:
(07) 4970 1112
community@cemaust.com.au

NRG :
(07) 4976 5211 (only during business hours)

QAL:
1800 181 110 and              
feedback@qal.com.au

Yarwun:
1800 226 258
rtay.info@riotinto.com

After you’ ve given your feedback, some GILG members will give you an issue number so that you can follow up on your issue.

Alternatively, if you’re not sure who to call, your feedback is more general in nature or you would prefer to talk to GILG about a particular issue, please contact me at kurt.heidecker@gilg.com.au or call me on 0438 184 476.

My postal address is:
Gladstone Industry Leadership Group
c/- QAL
Parsons Point, QLD, 4680

So while many of you, like me, may have been brought up not to complain, I would strongly encourage you to voice any of your concerns so GILG members are aware of your issues and are able to do something about them.

Of course, you can also use this process to give positive feedback as well as constructive criticism.

I look forward to hearing from you soon, cheers, Kurt.