Complaints about the CBAA

Print

CBAA has multiple systems in place to ensure we're providing the best service possible at all times. However, you may wish to comment on an aspect of the conduct or operation of CBAA. 

Our complaints handling policy and procedures ensure that any complaints are dealt with in an efficient, transparent and fair manner. 

Note: The CBAA is not responsible for managing complaints about community radio stations. Complainants should be referred to the station in question in the first instance.

What is a complaint? 

A complaint is an allegation that the conduct of CBAA has fallen short of the standard of conduct required by the ACNC, or about any aspect of the conduct or operation of the CBAA. If such a situation arises, you can submit a complaint using the methods set out further below. 

How to make a complaint 

Complaints about any aspect of CBAA’s business or operations need to be made in writing. 

You can make a complaint in one of the following ways: 

  • By completing our contact form
  • By post to CBAA, PO Box 564, Alexandria NSW 1435 

Where possible, please provide your name and relevant contact details as anonymous complaints are more difficult to resolve successfully. 

CBAA has a whistleblower policy and anonymous complaints under this policy can be submitted directly to an independent third party. 

Who can make a complaint? 

Any person or organisation that has any dealings with CBAA can make a complaint, including broadcasters, volunteers, station staff, sector stakeholders and members of the public. 

What to include in your complaint 

Your complaint should include: 

  • Where possible, your name and contact details, and/or the name and contact details of your organisation. 
  • What your complaint is about (e.g. the standard of services we provide, the conduct of any of our employees, or the transparency of our operations). 
  • The outcome you hope to achieve. 
  • Any material that supports your complaint. 
How we handle complaints 

We will acknowledge your complaint within 2 business days of receipt. 

In most cases, we'll respond to the complaint in writing within 5 business days of acknowledging receipt. 

We maintain a register of all complaints and responses. 

All responses we give regarding the complaint will give you the opportunity to ask for further clarification or, if necessary, to take the matter further. 

If you are not satisfied with the explanation provided, you can refer the matter to ACNC 

Need help with your complaint? 

If you'd like some help in either formulating your complaint or questions about what information to include, please contact CBAA via email support@cbaa.org.au, call 02 9310 2999 or post to  

PO Box 564, Alexandria NSW 1435