Nine undertakes to strengthen complaint handling procedures | ACMA

Nine undertakes to strengthen complaint handling procedures

ACMA media release 47/2011- 24 May 2011

The Nine Network has provided the ACMA with an enforceable undertaking designed to underpin its improved compliance with the complaint-handling provisions of the Commercial Television Industry Code of Practice 2010.

'This undertaking follows numerous breaches of complaint-handling provisions since 2006 by the Nine Network, which Nine itself had acknowledged to be unacceptable,' said ACMA Chairman, Chris Chapman. 'By offering this EU, Nine has shown its commitment to address the problem and the ACMA welcomes its pro-active approach.'

Viewers concerned about code breaches must first complain, in writing, to the station involved. The broadcaster then has 30 working days to respond to the complaint.

'It is important for members of the public to feel confident that TV stations will respond, substantively and promptly, when they make a complaint about a code matter,' Mr Chapman added.

Key features of the Nine Network undertaking are:

  • Nine will send responses to postal complaints by either registered mail or Express Post
  • Nine will maintain a register of all code complaints
  • Nine will provide the ACMA with a monthly report on complaints received and processed
  • Nine will provide the ACMA with quarterly reports on compliance prepared by an independent auditor

The Enforceable Undertaking is available on the ACMA website.

The ACMA's Regulatory guidelines - Enforceable Undertaking (No. 1) and its Compliance and enforcement policy are also available on its website.

Further information on the broadcasting code complaint process and the Commercial Television Industry Code of Practice 2010 can be found on the ACMA website.

For more information or to arrange an interview please contact: Emma Rossi, Media Manager, on (02) 9334 7719, 0434 652 063 or

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The ACMA is Australia's regulator for broadcasting, the internet, radiocommunications and telecommunications. The ACMA's strategic intent is to make communications and media work in Australia's public interest. For more information:

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Last updated: 18 July 2016