Frequently Asked Questions

What is Be Heard New West?

Be Heard New West is an online platform where New Westminster residents can learn about a variety of City projects, and share their feedback and ideas with the City. The interactive, online space is designed to allow residents to contribute their views in convenient, easy and fun ways. Be Heard New West offers a variety of ways to participate - from online discussion boards and idea boards, to interactive maps and surveys - in various City initiatives, plans, issues and decisions. 

Our goals are to build an active online community, provide a respectful space for residents to interact with each other, and increase the depth and breadth of public involvement in City processes. The platform is hosted by Bang the Table, a leading digital engagement company that hosts and moderates online engagement platforms for governments across Canada and internationally. 

Why am I being asked to register?

Be Heard New West is available to anyone to explore and learn about various City projects and initiatives. All project information is available publicly without the need to register. However, we ask participants to register before providing feedback, such as completing a survey or participating in an online discussion forum. This is a best-practice approach in online community engagement, which helps us create a respectful online community where everyone can feel comfortable participating. It also helps us verify that the input we are receiving is from New Westminster stakeholders, and minimizes the skewing of results from repeat responses, etc.

Knowing a bit about who we hear from helps the City to understand what voices may be missing from the conversation, so that we can conduct more targeted outreach and work to reduce barriers to participation. The benefit for users is that you only have to answer the demographic questions once, instead of every time you fill out a City survey! 

Registration also allows you to receive updates and stay informed, become part of the New West online community, and easily provide your input on multiple City projects. 

Even when you register, your comments remain anonymous to other site users - you are only identified by your chosen screen name. 

How will my input be used?

The City of New Westminster is committed to listening, and considering the feedback of residents and stakeholders in decision-making. The contributions you make on this site will be reviewed by the relevant project team, and a summary report of what we heard through the engagement - both through the Be Heard New West site and other engagement activities - will be shared with Council and the community. We are also committed to reporting back how public input was used in the decision-making process and final outcomes.

Community input is one factor considered in City decision-making, along with other important details such as guiding documents (City plans, policies, etc.), constraints (financial, technical, etc.), legal requirements, and more. What project aspects are open for influence, and the level of public influence available, is different for each project or decision. 

Your input is appreciated, and helps City leaders and decision-makers better understand the perspectives, opinions, concerns and aspirations of people potentially affected by City initiatives and decisions.  

How is the site moderated?

All public comments within discussion forums, guest books, ideas forums, etc. are moderated 24 hours a day 7 days a week for inappropriate language, comments that disrespect other participants and comments that are off topic. 

Moderation is carried out by Bang the Table on behalf of the City of New Westminster. The moderators do not edit or alter any comments and will only remove comments deemed to be significantly off topic, offensive or malicious, in which case they are removed from the site immediately and the person who posted the comment is advised by email. For more details, please refer to the site etiquette and moderation guidelines. 

I'm having trouble logging in - what should I do? 

There is a two-stage registration process for Be Heard New West - after you complete the registration form, you will receive an email from the site and you must respond to activate your account. If you are having trouble signing in, be sure to check that you have fully activated your account by completing this two-stage process. If you have not received the confirmation email, check your email's spam folder. You can also click "Sign In" on Be Heard New West and click on the "Didn't receive confirmation?" link under the Register button. 

Forgot your password? Click "Sign In" on the top right menu and click "Forgot password?" under the Register button. Enter your registered email address and click "Continue." You will receive a computer generated email to your registered email account with instructions on how to reset your password. Make sure to check your spam/junk folder as well to ensure you received the email. 

If you are still having technical issues, email support@engagementhq.com. 

Who can I contact if I have other questions? 

For questions on the Be Heard New West platform, or the City's public engagement practices, please email engage@newwestcity.ca. If you have questions about a specific project on the site, please see the Project Contact information on the right-hand menu of the project page. For most projects, you can also enter your questions directly into the platform on the Questions tab under the project description.

What if I have feedback on a topic not listed on Be Heard?

Topics open for engagement on Be Heard New West are related to specific projects or initiatives being undertaken by the City. These are typically initiated by departmental work plans, existing strategic plans and strategies, and Council resolutions. Be Heard also includes pages for development application projects, which are initiated by property owners (see the Development Applications Projects section on the Be Heard homepage).

The number and types of projects open for community input varies, and we encourage you to check back regularly as new projects are added. Registered users also receive email updates when there are new opportunities to participate.

If you have other thoughts or feedback not related to a project on Be Heard, there are several other ways in which you can share your thoughts with the City:

1. Report non-emergency maintenance problems on See-Click-Fix. Maintenance issues such as overgrown hedges, damaged sidewalks, dumped garbage, etc. can be reported on the app or website. Find the location of the issue on the map, upload photos, write a description, and submit the info for City staff to address. 
2. Write to Mayor and Council, about any topic. Residents are able to reach out to their elected officials at any time and about any topic, by email or paper mail. Send your email to clerks@newwestcity.ca, drop your letter off at City Hall, or mail your letter to Mayor and Council, City of New Westminster, 511 Royal Avenue, New Westminster, BC V3L 1H9. Be sure to address your letter or email to Mayor and Council.
3. Sign up to speak to Council, about any topic. At any Council meeting that is not on the same night as a public hearing, community members can sign up to speak to Council about any topic. Speakers can join virtually or in person, and have a maximum of five minutes to speak to Council. Pre-registration is required, and there is a limit of 10 speakers per meeting. Click here for more information and to sign up. 
4. Share your thoughts on a specific proposal at a public hearing. Public hearings allow community members to provide their views on changes to the City’s Official Community Plan or changes to a Zoning Bylaw. At a public hearing, anyone who has an interest in, or is affected by, the proposed bylaw or land use changes can give feedback to Council. It is important to note that public hearings are typically held towards the end of the process, and community members are encouraged to participate in project consultations that occur earlier in the application review process. See the Development Applications Projects section on the Be Heard homepage. A public hearing is different from a regular Council meeting. It is not an opportunity for Council to discuss and debate proposed changes, but rather an opportunity for the public to speak about the specific proposal. To participate in a public hearing you can provide your comments in writing (email or paper letter), sign up to speak at the meeting (virtually or in-person) or attend the meeting and address Council. Please visit the Public Notices page for full details on how you can participate in a public hearing, and details of scheduled public hearings.
5. Write to Mayor and Council about a specific proposal during a Request for Public Comment. A request for public comment allows members of the community to provide their views on Development Variance Permits or Temporary Use Permits, the City’s Financial Plan or the Annual Report. Anyone who has interest in, or is affected by, the proposed permit or topic can give feedback to Council. Unlike a public hearing, feedback may only be provided in writing (email or paper letter) and not made verbally during a Council meeting. Please visit the Public Notices page for full details.