Code 7: Complaints
Purpose: To outline our legal requirements relating to complaint handling
- We acknowledge the rights of our listeners, members and volunteers to make complaints in writing about alleged non-compliance with both the licence conditions in the Act and the requirements outlined in the Codes.
- We will make every reasonable effort to resolve complaints, except where a complaint is clearly frivolous, without sufficient grounds or not made in good faith.
- We will ensure that:
- complaints will be received by a responsible person in normal office hours and receipt is acknowledged in writing,
- complaints will be conscientiously considered, investigated if necessary, and responded to substantively as soon as possible,
- complaints will be responded to in writing within 60 days of receipt, as required by the Act, and the response will include a copy of the Codes, and
- complainants are advised in writing that they have the right to refer their complaint about a Code matter to ACMA provided they have first:
- formally lodged their complaint with the licensee in writing, and
- received a substantive response from the licensee and are dissatisfied with this response, or have not received a response from the licensee within 60 days after making the complaint.
A written complaint or response can be a letter, fax, or email.
- A responsible person of the licensee will maintain a record of complaints and responses for at least two years from the date of the complaint.
- The record of complaints and responses will be made available to ACMA on request.
- Appendix 8: Complaints policy example
- See also ACMA’s Complaints about programs: How to make a complaint about radio and television programs brochure at www.acma.gov.au