Principles

All complaints have the potential to escalate if they are not dealt with appropriately.

1.1 Standards

Procedures are to be interpreted having regard to recognised standards of objective complaint handling: fairness, accessibility, responsiveness, efficiency, and integration within the core activities of the organisation.

1.1.2 Confidentiality

Ticker Studios Pty Ltd is committed to respecting the confidentiality of complaints. However, where the complainant is an organisation, or a complaint is a matter of public record, Ticker may elect to make the identity of the complainant and Ticker’s response publicly available.

Definitions

2.1 Audience and Consumer Affairs

A unit of Ticker’s separate from the content-making divisions.

2.2 Authorised Decision-maker

A Ticker staff member.

2.3 Written Complaint

A written complaint is made in writing and lodged with Ticker by letter, email or web form submission. It does not include comments and other user-generated content posted to discussion boards or other interactive services.

Editorial Complaint

An editorial complaint is a written complaint about one or more specific items of Ticker content, in most instances content that has already been broadcast or published by Ticker Studios Pty Ltd, alleging a breach of Ticker’s editorial standards as expressed in Ticker Editorial Policies, and with an expectation of a response. The complaint need not refer specifically to Ticker Editorial Policies, or use the language of those standards to be considered an editorial complaint.

Procedures for Handling Audience Complaints

3.1 Telephone Complaints

Telephone complaints are handled by the relevant division in accordance with standard procedures.

3.2 Non-Editorial Written Complaints

Non-editorial written complaints are directed to the appropriate department for assessment and response.

Procedures for Handling Editorial Complaints

4.1 Receipt and Assessment

Editorial complaints received in writing should be promptly referred to Audience and Consumer Affairs. The Managing Editor will acknowledge receipt of the complaint in writing and assess it against proportionality criteria to determine whether to accept it for investigation.

Where the Managing Editor accepts a complaint for investigation, it will assess the seriousness and complexity of the matter to determine the resources that will be applied. The extent of resources should be proportionate to the nature of the complaint.

Reasons a Complaint May Not Be Accepted

• The complaint does not refer to a specific item of Ticker Studios Pty Ltd content.
• The complaint concerns content which is or becomes the subject of legal proceedings.
• The complainant does not have a sufficient interest in the subject matter where the complaint alleges a breach of Fair and Honest Dealing or Privacy.
• The Managing Editor exercises its discretion to refer a matter to the content team for direct response.
• The complaint is frivolous, vexatious, or not made in good faith.
• The complaint was lodged more than six weeks after the date the content was last broadcast or published by Ticker, unless the Managing Editor accepts it for investigation.

4.2.3 Complaints Requiring Clarification

Complaints requiring clarification (for example, general complaints of bias) will usually be referred back to the content divisions for handling. The Managing Editor may also clarify complaints on behalf of divisions.

4.3 Investigation Process

The Managing Editor will notify the relevant division of its decision to accept an editorial complaint usually within three days, provide a copy of the complaint, identify the editorial standards considered most relevant, and identify any other material required for review.

The division will provide a timely response, usually within one week, that substantively addresses compliance with the relevant editorial standards and includes any other relevant information or materials.

Finalising the Complaint

The division is responsible for determining, implementing and recording any remedy or penalty arising from a complaint investigation. The Managing Editor will write to the complainant advising of the findings of the investigation, any remedial action being taken, and in applicable cases, the complainant’s option to refer a matter to ACMA.