HANDLING OF COMPLAINTS

ACCESS 31 acknowledges the rights of staff, volunteers, viewers, and the general public to comment and make complaints.

External

1. All complaints and comments to be in writing and concerning:
(a) compliance to the conditions of our licence.
(b) program content and
(c) the service provided to the community.

2. A minimum of 100 on-air announcements per year will be telecast, providing the general public information about Community Code of Practice Television and how to obtain them.

3. ACCESS 31 will make every reasonable effort to resolve complaints except where the complaint is vexatious, frivolous, and not made in good faith.

4. The Station will ensure that:
(a) complaints will be received by a responsible person during normal office hours.
(b) complaints will be considered, investigated and responded to as soon as possible.
(c) complaints will be responded to within 60 days of receipt (as required in the BSA Section 14B), and will include a copy of the Community Television Code of Practice.
(d) complainants are advised that they have the right to refer their complaint to the ABA provided:

(i) that they have lodged a complaint with ACCESS 31.
(ii) that they received a response form ACCESS 31 and are dissatisfied with that response.

5. ACCESS 31 will keep a permanent record of the complaint for a period of at least two years.

6. The record of complaint is available to the ABA.

Internal

1. Complaints to be in writing addressed to ACCESS 31, providing the name and address of the complainant.

2. The following procedure to be undertaken:

(a) Investigation of the complaint management will take the following steps:

(i) Establish if there has been a breach of station policy, broadcasting law or other legal requirement.
(ii) Recommend appropriate action.
(iii) Negotiate between disputants aiming to resolve the matter.
(iv) Recommend appropriate legal action if necessary.
(v) Recommend appropriate response to complainants after legal advice if necessary.
(vi) Write to all parties involved outlining the outcome of the investigation and informing the complainants that they have the right to lodge a letter of Appeal to the Board.

(b) If a complaint is not resolved then mediation or arbitration will be considered.

(c) Reporting and Record Keeping: Appropriate record keeping including tapes, broadcast material and written documentation will be kept for one year or for the period of complaint.