Wānaka’s waterway regulations are under pressure as the Queenstown Lakes District Council (QLDC) has sought confirmation from Cougar Security that there will be no loss of service following the resignation of Wānaka harbourmaster Jeff Donaldson and Cougar’s failure to recruit two other qualified locals to the position this week.

“We’re certainly running out of time,” Wānaka councillor Quentin Smith told the Wānaka App yesterday (Wednesday December 22).

“It’s incredibly disappointing that we’re in this situation. We could have expected teething problems in the first few months but this is where the rubber hits the road, and this is the crunch time of the year, and we would expect everything to be in place.”

For 19 years the QLDC contracted experienced and qualified harbourmasters employed by Southern Monitoring Services (SMS) to conduct harbourmasters’ duties, oversee navigational safety and provide waterways regulatory services on local lakes and rivers.

But in July this year the council contracted Cougar Security Group, which was already providing council with various enforcement services throughout the district, to replace SMS.

See also: Security firm replaces experienced harbourmasters

Following Jeff Donaldson’s resignation, who cited safety issues, QLDC regulatory manager Anthony Hall issued a statement acknowledging concerns regarding the departure of the experienced harbourmaster but also attempting to reassure the public that “there would be no loss of service”. 

“Public safety remains our priority and you can expect to see waterways officers out and about this summer, both at boat ramps sharing information to assist with self‐compliance and handing out new information guides, as well as out on the water with jet skis,” Anthony said.

This is “the crunch time of the year and we would expect everything to be in place” for waterways safety, Wānaka councillor Quentin Smith said.

“Deployment is always influenced by the weather and local demand but there will be the same level of service expected by the local community and visitors across Lakes Wānaka and Hāwea, as well as Lake Whakatipu, and all their associated rivers.”

Staff problems 

However, the Wānaka App has been advised that Cougar had approached two qualified locals to fulfill the harbourmaster’s role since the council made that statement, both of whom said no to the position.

“Ultimately it’s in the hands of Cougar to supply those staff. I’d be surprised if they can find the sort of qualifications and experience they need at such short notice,” Quentin said.

“There’s a range of tasks to do under the contract and our [council’s] expectation is that they would have suitably qualified people to do that. If they don’t, then they are not able to fulfill the contract.” 

“Council has sought clarification that there won’t be any loss of level of service. I would have expected it to be resolved by now but I certainly would want some comfort before Christmas.”

Call centre fails

The council is also under the pump because of problems with its call centre, with Coastguard Wānaka Lakes spokesperson Jonathan Walmisley and Quentin both saying they have experienced QLDC call centre failures.

Quentin confirmed there were problems with the call centre, adding that he had two personal examples where the call centre had failed to action requests for service (RFS), and said he was aware of one case where an RFS was sent to Dunedin instead of the local council.

“It certainly concerns me, yes,” he said. “Staff appears to be one of the major problems, but Cougar can only respond if they get a RFS.”

Jonathan said he has also had difficulty contacting the Wānaka harbourmaster, but said the QLDC has assured him there is no problem.

Council responds to call centre concerns

The council website says for issues regarding non-compliance of waterways rules, such as not wearing life jackets, people should contact the Wānaka harbourmaster. For urgent enquiries, people should phone 03 441 0499; for non-urgent enquiries people should lodge an RFS on the QLDC website.

That same call centre and RFS system handles multiple calls for help every day, from burst water pipes to downed trees blocking footpaths.

The Wānaka App asked the council whether it would guarantee that the harbourmaster would respond to calls on the 03 441 0499 number.

Council spokesperson Sam White said there is “some confusion among the community about the roles of different organisations operating in this space” and it’s misleading to think of the council-managed waterways safety operation purely in terms of a single harbourmaster role. 

Sam said calls to 03 441 0499 are answered by the council’s customer service team (or after-hours service) and then passed to the person or team best placed to respond. 

Calls relating to water safety may be actioned by other agencies such as Coastguard or the police, and the council team will advise the caller accordingly and provide the necessary information to help. 

“Should the call be relevant to the harbourmaster or an enforcement officer in the wider waterways team then it will be passed to them. Effectively the customer services team provides a 24/7 triage service to ensure all calls to council are processed in the best way.”

Cougar’s contract

Jonathan said Coastguard Wānaka Lakes is anticipating an increase in breakdown support services which previously might have been done by the harbourmaster under the previous contract.

“It’s whether the community feels that the risk of misbehaving on the lake - that’s what they’re there for, not search and rescue - has been sufficiently covered. Are there enough people there to educate or tell off those who are misbehaving?”

“I am quite convinced that this team [Cougar] will do what they’re contracted to do. Only time will tell if that’s enough,” Jonathan said.

Cougar Security was approached for comment.

PHOTOS: Wānaka App