6PR breaches complaints-handling codes

Radio 6PR Perth Pty Ltd, the licensee of 6PR in Perth, has breached the complaints-handling obligations of the Commercial Radio Codes of Practice and Guidelines 2013 (the code).

The Australian Communications and Media Authority‘s investigation concerned two complaints by a 6PR listener about a 14 September 2016 broadcast that aired on 6PR Mornings. The complaints were sent via fax to 6PR and later via 6PR’s website online complaint form. No response was provided by the licensee.

Code 5.5 of the 2013 Code requires that the licensee use its best endeavours to respond to complaints within 30 business days of receipt.

In addition, code 5.5 creates an unqualified obligation on licensees to conscientiously consider and respond substantively to a complaint made in accordance with the code.

The licensee advised the ACMA that the failure to respond to these complaints within the required timeframe was the result of oversights and internal technical errors with its online complaint system.

It has also advised that it has taken action to address the problems identified and to prevent a similar incident occurring in future.

A new Commercial Radio Industry Code of Practice commenced on 15 March 2017.

Clearer complaint-handling procedures are a key community safeguard provided in the new code.

A copy of the investigation is available on the ACMA website version of this release.

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