Complaints Policy

Purpose

The purpose of this policy is to outline the most appropriate way for Hawkesbury Radio to respond to complaints, and oth4er comments from members of the public.

Policy

1. Hawkesbury Radio acknowledges the right of our listeners, members and volunteers to comment and make complaints in writing concerning alleged non-compliance with both the license conditions in the Act and the requirements out- lined in the Codes
2. We broadcast at least one on-air announcement each week that contains information about the Codes and where listeners can get a copy
3. Hawkesbury Radio will make every reasonable effort to resolve complaints, except where a complaint is clearly frivolous, without sufficient grounds or not made in good faith
4. Hawkesbury Radio will ensure that:
   1. Complaints will be received by a responsible person in normal office hours and that receipt is acknowledged in writing
   2. Complaints will be conscientiously considered, investigated if necessary and responded to substantively as soon as possible
   3. Complaints will be responded to in writing, within 60 days of receipt (as required in the Act) and response will include a copy of the codes.
   4. Complainants are advised in writing that they have the right to refer their complaint about a code matter to ACMA provided they have first:
      1. Formally lodged their complaint with Hawkesbury Radio and
      2. Received a substantive response from Hawkesbury Radio and are dissatisfied with their response from Hawkesbury Radio within 60 days after making the complaint.
5. A written complaint or response can be a letter or email
6. A person appointed by the board will maintain a record of complaints and responses for a period of at least two years from the date of the complaint.
7. The record of complaints and responses will be made available to ACMA on request.

Reporting and Record Keeping Procedure

To ensure Hawkesbury Radio can make a full response to the ACMA if requested, the following procedures will apply:

1. the date and time the complaint was received;
2. the name and address of the complainant;
3. the substance of the complaint; and
4. the substance and date of Hawkesbury Radio’s response.