Open Narrowcast Radio Codes of Practice complaints handling procedures | ACMA

Open Narrowcast Radio Codes of Practice complaints handling procedures

The Australian Communications and Media Authority has found that United Christian Broadcasters Australia Limited (Vision Christian Radio) breached the Open Narrowcast Radio Codes of Practice (the Codes) complaints handling procedures.

The Codes require that written complaints be acknowledged in writing within 15 days from the receipt of the complaint and that a substantive response be provided within 30 days. Here, Vision Christian Radio conceded that it failed to respond to a complaint within the time set out in the Codes due to a fault in the complaints form on its website.

The Codes also require that complainants be advised that, where they are not satisfied with the response to a written complaint, they are entitled to refer the matter to the ACMA. Here, the licensee’s substantive response did not include this advice.

Vision Christian Radio has taken a number of steps to ensure it meets its complaints-handling obligations in the future, including fixing technical issues on the website, undertaking to include the relevant advice in future responses and conducting Codes training with staff.

7 September 2016

Last updated: 07 September 2016