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1031 Life FM) acknowledges that members of the public
may wish to lodge complaints concerning the programs
provided by 1031 Life FM
1031 Life FM is required to handle complaints from the
public in accordance with Code No. 7 of the Community
Broadcasting Code of Practice - Radio, which is listed
below:
Code No. 7: Handling Complaints From The Public
The purpose of this code is to outline the most
appropriate way for stations to respond to complaints,
and other comments from members of the public.
7. Community broadcasting licensees acknowledge
the rights of their audiences to comment and make
complaints in writing concerning:
(a) compliance with the Codes of Practice or a
condition of the licence
(b) program content and
(c) The general service provided to the community.
7.2 Licensees will provide a minimum of 50 on-air
announcements every year containing information about
Community Broadcasting Codes of Practice and how
audiences may obtain them.
7.3 Community broadcasting licensees will make
every reasonable effort to resolve complaints, except
where a complaint is clearly frivolous, vexatious or not
made in good faith.
7.4 Licensees will ensure that:
(a) complaints will be received by a responsible
person in normal office hours
(b) complaints will be conscientiously considered,
investigated if necessary and responded to as soon as
practicable and
(c) complaints will be responded to in writing
within 60 days of receipt (as required in section 14B of
the Broadcasting Services Act), and will include a copy
of the Community Broadcasting Code of Practice
(d) complainants are advised in writing that they
have the right to refer their complaint to the ABA
provided they have first:
(i) formally lodged their complaint with the
licensee
(ii) Received a substantive response from the
licensee and are dissatisfied with this response.
7.5 A record of complaints in a permanent form will
be maintained, for a period of at least 2 years, by a
responsible officer of the licensee.
The record of complaints will be made available to the
ABA on request, in a format advised by the ABA.
CCRL’s policy document contains the following statement
in relation to this code:
We (CCRL) acknowledge the rights of our audience to
comment on and make complaints concerning: compliance
with the Community Broadcasting codes of practice or a
condition of the licence; Program content; and the
general service provided to the community.
We will provide regular on-air information about
Community Broadcasting Codes of Practice and how
audiences may obtain them.
We will attempt to resolve a formal written complaint
that is not frivolous or vexatious and is made in good
faith. In particular, we undertake to acknowledge
receipt of the complaint promptly in writing and provide
contact details of the person responsible for dealing
with it.
We will Investigate the complaint fully and impartially,
endeavouring to resolve it as soon as practicable in a
non-confrontational way.
Where the complaint cannot be resolved immediately, we
will keep the complainant informed of progress.
We will invite the complainant to provide additional
information if we require it.
Where appropriate, we will invite the complainant to
discuss the complaint and possible solutions with the
person responsible for dealing with it or the Board.
If we cannot resolve the complaint to the complainant’s
satisfaction, we will provide him or her with the
contact details of organizations who may be able to help
further.
If the complainant advises us in writing that they are
dissatisfied with the / our response, we will advise the
complainant of their right to refer the matter to the
Australian Communications and Media Authority (ACMA).
We will maintain a record of the complaint in a
permanent form for at least two years following the
complaint.
We will provide ACMA with a record of complaints in the
format required by ACMA when requested. |
1031
Life FM
