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                    Manage stakeholders impacted by your works

                    Stakeholders are people or organisations who are likely to be affected by your works. They include property owners and occupiers, businesses, emergency services, and other authorities and agencies (such as public transport operators).

                    ​​​​Stakeholders can be affected by: 

                    • changes to access, traffic or parking conditions 
                    • noise related to works activities 
                    • temporary disruptions to water, power, gas, or waste collection 
                    • changes to footpaths, especially for those with mobility aids or vision impairment 
                    • temporary structures obstructing the view of a business or restricting natural light.  

                    If your work could impact access or amenity to a property, or will occur out of hours, you must notify stakeholders in writing. 

                    If your works are long-term or could severely disrupt access to a property, you must consult with affected stakeholders. You should do this in person. 

                    This includes works that require a Construction Management Plan (CMP) or a construction traffic impact assessment (CTIA). 

                    View key stakeholder contact details

                    When you deal with stakeholders

                    Your communications should consider culturally and linguistically diverse communities and people with specific needs. 

                    This includes for verbal or written communication. You should: 

                    • use familiar, plain English words 
                    • avoid using jargon, acronyms or technical language 
                    • use straightforward phrases, sentences and ideas 
                    • prioritise your information in order of importance 
                    • use symbols, diagrams or images as an aid 
                    • use translated information where possible. 

                    Work that impacts access, amenity or is out of hours

                    You must notify stakeholders in writing before you commence works or implement any traffic control measures if: 

                    • Your works will impact the access to or amenity of any property. 
                    • You propose closure of the roadway. 
                    • You plan to conduct out of hours work, even on private land. 

                    Impacts to amenity 

                    Examples of impacts to amenity include: 

                    • temporary closure of a length of the roadway or footpath 
                    • noise from plant and equipment 
                    • additional heavy vehicle movements 
                    • significant loss of on-road public parking 
                    • activities that reduce the visibility of a business. 

                    Impacts to access, including road and footpath closure 

                    If you need to close a road, you must notify emergency services (fire, police and ambulance). 

                    You must do this before starting works or implementing traffic control measures. 

                    If closing a road or footpath impacts access to any property, you must notify the occupiers and any affected stakeholder agencies. 

                    Work out of hours 

                    For out of hours works, you should distribute the notification to the occupiers of all properties within 50 m of any site boundary. 

                    Work that is long-term or disruptive

                    You must consult with stakeholders before you apply for a permit for any works that: 

                    • need a CMP or CTIA  
                    • will last four weeks or more 
                    • could severely disrupt access 

                    Disrupted access could be to or from a property, business or service. This is regardless of duration. 

                    How to consult stakeholders 

                    You should consult stakeholders in person, particularly for impacted businesses. 

                    You must provide written advice detailing: 

                    • proposed works 
                    • traffic management measures 
                    • expected impacts 
                    • impacted locations 
                    • dates and duration
                    • hours of operation. 

                    When consulting stakeholders, you must: 

                    • Request feedback with a due date, allowing at least 14 days for public submissions. 
                    • Provide a contact name, telephone number or email address for enquiries.
                    • Provide a means for stakeholders to opt-in to future notifications and updates.
                    • Record the names and property addresses of all respondents, together with any objections or concerns (raised in person or by submission). 

                    CMP consultation

                    For works requiring a CMP, you must give regular updates to the occupiers of all properties within 50 m of any site boundary.

                    After you consult stakeholders

                    You must collate feedback and amend your plans. 

                    You should incorporate stakeholder requirements wherever possible. 

                    What to include in your notification

                    Your notification must include the dates, times and durations of any disruptions. These may be different for individual impacts, such as noise or traffic disruption.  

                    It must include: 

                    • indication of the impacted area on a highlighted map 
                    • a description of the works and any key traffic management measures 
                    • the expected impact of the works and the local stakeholders who could be affected 
                    • any property access considerations and alternative access arrangements. 

                    Contact details 

                    Your notification must include the following contact details: 

                    • the project supervisor’s name with an all-hours telephone number 
                    • the traffic management provider’s name with an all-hours telephone number 
                    • a means for opting into or out of future notifications and updates regarding the project. 

                    Notification letter

                    You can use our notification letter template (DOC 350 KB) to create your notification letter.

                    When to deliver your notification

                    You must deliver your notification at least five days before works commence. 

                    This includes notifying occupiers of residential properties, business operators, including street traders, and local organisations. 

                    You must deliver your notification to stakeholder agencies at least 10 days before you implement traffic management measures. 

                    Where additional approvals for works or traffic management may be required you must notify all relevant emergency services and authorities as early as possible. 

                    You can use our distribution map stakeholder notification template (DOC 583 KB). 

                    When you start work: affix notices

                    At the time you commence work or implement your traffic management measures, you must affix notices. 

                    They must be visible to the public outside the worksite and on each segment of road affected by traffic management. 

                    Your notice must list: 

                    • the project name 
                    • when bicycles and pedestrians will be impacted 
                    • when works will occur out of hours 
                    • the project supervisor’s name with an all-hours telephone number 
                    • the traffic manager’s name with an all-hours telephone number. 

                    You can use our works notice template (DOC 80 KB) to create your notice.

                    If you don’t consult or notify stakeholders

                    If you fail to appropriately consult with relevant stakeholders, your application may be unsuccessful or delayed. 

                    We may amend or cancel your permit or consent if too many complaints are received. 

                    Complaints about your works activity

                    You must have a process in place to handle complaints about your works activity. 

                    You must ensure complainants receive a response from you within 72 hours. We may ask you to supply us with copies of your records of complaints received and actions taken.

                    Stakeholder contact details

                    All works

                    For all works occuring within the municipality.

                    ​Stakeholder
                    		​Contact details
                    		​Advance notice and conditions
                    ​City of Melbourne, Events Melbourne

                    ​03 9658 9658
                    events@melbourne.vic.gov.au

                    		​7 days

                    Assets

                    ​For works that may impact public trees and green infrastructure, in-ground parking sensors or access to compactors and bins.

                    ​Stakeholder
                    		​Contact details
                    		​Advance notice and conditions
                    ​City of Melbourne, Urban Forest and Ecology

                    03 9658 9658
                    trees@melbourne.vic.gov.au

                    		​7 days (for pre-works inspection)
                    ​City of Melbourne, Parking Services
                    		​03 9658 9658
                    		​7 days (to arrange sensor removal)
                    ​City of Melbourne, Waste Standards

                    03 9658 9658
                    waste.recycling@melbourne.vic.gov.au

                    		7 days min. notice to the Waste Standards Team. Businesses, residents and waste companies who store waste bins within the central city require 5 days’ notice to ensure access and servicing can be maintained.
                    ​Serco, works in grassed areas, parkland and nature strips
                    		03 8417 9700
                    		​2 days (48 hours)
                    ​Citywide - lockable bollards, Penny Pananis

                    ​0438 145 133
                    penpan@citywide.com.au

                    		​Arrangement required (costs apply)

                    Emergency services and critical infrastructure

                    For works that may impact emergency response times, access to boosters or hydrants in buildings or to critical infrastructure (for example, hospitals or aged care).

                    ​Stakeholder
                    		​Contact details
                    		​Advance notice and conditions
                    ​Victoria Police

                    03 9247 5714
                    stateevents@police.vic.gov.au

                    		​1 day (24 hours)
                    ​Fire Rescue Victoria
                    		​1300 811 639
                    CentralDistrictAdmin@mfb.vic.gov.au
                    		​1 day (24 hours)
                    ​Ambulance Victoria
                    		​03 9090 5901
                    roadclosures@ambulance.vic.gov.au
                    		​1 day (24 hours)

                    Major projects

                    For works that may impact works and traffic management associated with state major infrastructure projects.

                    ​Stakeholder
                    		​Contact details
                    		​Advance notice and conditions
                    ​Office of Projects Victoria
                    		 enquiries@opv.vic.gov.au
                    		​Consultation required
                    ​Metro Tunnel Early Works, John Holland Group
                    		 ​MTEW.Traffic@jhg.com.au
                    		​Consultation required
                    ​Metro Tunnel, Cross Yarra Partnership
                    		 traffic@metrotunnelcyp-dc.com.au​​Consultation required

                    Precincts and venues

                    For works that may impact access to large venues, stadiums, and key business, sports and entertainment precincts.

                    ​Stakeholder
                    		​Contact details
                    		​Advance notice and conditions
                    ​Southern Cross Station - access to footpaths and station
                    		 03 9619 1699
                    Contact Public Transport Victoria
                    		​2 days (48 hours)
                    ​Ikon Park (Princes Park) - Royal Pde and Elizabeth St
                    		​03 9387 1400
                    blues@carltonfc.com.au
                    		​2 days (48 hours), no works on event days
                    ​Marvel Stadi​um - Spencer St, Wurundgeri Wy
                    		​03 8625 7700
                    information@marvelstadium.com.au
                    		​2 days (48 hours), no works on event days
                    ​Melbourne Cricket Ground (MCG) - Flinders St, Brunton Av, Punt Rd
                    		​03 9657 8881
                    security@mcc.org.au
                    		​2 days (48 hours), no works on event days
                    ​Melbourne and Olympic Parks and arenas
                    		​03 9286 1600
                    enquiries@mopt.vic.gov.au
                    		​2 days (48 hours), no works on event days
                    ​Festival Hall - Rosslyn St, Dudley St
                    		03 ​9329 9699
                    admin@festivalhall.com.au
                    		​Consultation required (no works within 2 hours of events)
                    ​Precinct business associations (including Carlton, Collins Street, Greek precinct city centre, Docklands and others) 
                    		​See contacts for each precinct business association
                    		​Consultation required
                    ​City of Melbourne - Council House 1 and 2 (Little Collins St, Royal Ln)
                    		​03 9658 9658
                    		​Consultation required
                    ​City of Moonee Valley - Langs Rd, Racecourse Rd, Epsom Rd
                    		03 ​9243 8888
                    council@mvcc.vic.gov.au
                    		​Refer to stakeholder

                    Roads and transport

                    ​For works impacting public transport assets or services, freeways, arterial roads, toll roads, bicycle routes, carshare services and major traffic control items.

                    ​Stakeholder
                    		​Contact details
                    		​Advance notice and conditions
                    ​VicRoads - works on freeways and arterial roads
                    		 03 9313 1143
                    		​7 days (consent may be required)
                    ​VicRoads - works involving major traffic control items
                    		 ​VicroadsMetroMOA@roads.vic.gov.au
                    		​Refer to stakeholder
                    ​VicTrack - train or tram tracks, overheads, substations or stops
                    		03 ​9619 8850
                    customer.service@victrack.com.au
                    		​7 days min. notice (consent may be required)
                    ​Yarra Trams - tram tracks, overheads, substations or stops
                    		​03 9619 2324
                    permits@yarratrams.com.au
                    		​7 days min. notice (consent may be required)
                    ​Linkt (Citylink) - works on Exhibition St or Batman Av
                    		​03 8656 8680
                    cmlpermittowork@transurban.com
                    		​7 days min. notice (consent may be required)
                    ​Bicycle Network Victoria - works affecting bicycle routes and lanes
                    		​03 8376 8888
                    garryb@bicyclenetwork.com.au
                    		​Refer to stakeholder
                    ​Public Transport Victoria - works affecting transport services
                    		​See transport operator contact details
                    		​Written operator approval required
                    ​City of Melbourne - works affecting car share operators
                    		​See car share operator contact details
                    		​Written operator approval required
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