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The Codes set out the operational standards and guiding principles and policies for programming on community broadcasting stations. Codes of Practice – Code 7: Complaints outlines our legal requirements as community broadcasters relating to complaint handling, both internal and external.
The appendices attached to the Codes offer community broadcasters practical guidance to assist with compliance and the running of a harmonious, effective organisation.
Codes of Practice - Appendix 3: Rights and Responsibilities of Volunteers Example - This is an example of a policy that could be used to meet the requirements of Code 2.3: the principles of volunteering.
Codes of Practice - Appendix 4: Procedures for Disciplinary Action and Dismissal of Volunteers Example - This is an example of a policy that could be used to meet the requirement of Code 2.3(d): the rights and responsibilities of volunteers within the organisation.
Codes of Practice - Appendix 8: Complaints Policy Example - This is an example of a policy that could be used to meet the requirements of Code 7: Complaints.
The Codes provide this overview of the complaint process:
Type of complaint
Steps in handling complaint
A station's choice of programming
Station's responsibility according to its policies and procedures under Code 2 and 3.
Disputes among station volunteers and members
Station's responsibility according to its policies and procedures under Code 1. Sector organisations may be able to provide some assistance.
Internal conflict resolution
Internal management or constitution matters
Consult the State or Territory of Fair Trading or Consumer Affairs Department. Sector Organisations may be able to offer some assistance.
Defamation claims against station
Seek own legal advice.
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The CBAA has put together a Complaints and Disputes Toolkit which is an invaluable resource for community radio stations aiming to establish or refine a system for managing complaints and disputes efficiently and effectively. This toolkit is crafted to assist stations in implementing a straightforward, transparent process that is both accessible to those wishing to lodge a complaint and compliant with legal and regulatory obligations.
The toolkit is made up of a PDF handbook and a Word document containing templates, be sure to download both.
National peak bodies working in the charity sector have made available resources to assist the complaint handling process for charities. The fact sheet (containing the Model Policy and Model Procedure) provides information on the benefits of handling complaints well and how to use model documents.
Volunteering Australia has a range of resources available of use for community broadcasters, including:
Workplace bullying is verbal, physical, social or psychological abuse by your employer (or manager), another person or group of people at work. Workplace bullying can happen in any type of workplace, including community organisations. Workplace bullying can happen to volunteers, work experience students, interns, apprentices, casual and permanent employees.
CBAA is constantly working to build and improve our resource library. If you have a suggestion for a resource please contact us.
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