Complaints

 

Complaints Procedure

Eden FM Community Radio

 

 

 

 

 The Broadcasting Act 2009 (Sections 47 and 48) obliges all broadcasters to put in place a practice for dealing with complaints.

The Act states that:

A broadcaster shall give due and adequate consideration to a complaint, made in writing by a person in respect of the broadcasting service provided by the broadcaster which, in the opinion of the broadcaster, has been made in good faith and is not of a frivolous or vexatious nature.

Section 47 (1) States:

 A complaint shall be made to the broadcaster not more than 30 days after the date of the broadcast Section 47 (2) (a)

A broadcaster shall prepare and implement a code of practice for the handling of complaints Section 47 (3)

 Our complaints policy

 At Eden FM Community Radio we are committed to providing a high-quality community radio service to all our listeners. When something goes wrong, we need you to tell us about it. This will help us to improve our standards and our service to the community.

If you feel that you have not been treated fairly by any member of staff or during a live programme you may make a complaint within 30 days of the date on which the programme was broadcast.

Download our official complaint form Eden FM complaint-form

What will happen next?

  1. Once we receive your completed complaint form we will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our designated complaints officer (DCO) who will review your complaint and open an investigation into your complaint.
  3. The investigation into your complaint will involve the DCO talking to all persons who were involved in the programme or incident. Where the complaint involves broadcast material the DCO will review and listen to the audio logger of that particular programme.
  4. The DCO will then invite you to a meeting to discuss and hopefully resolve your complaint. This meeting should take place within 14 days of sending you the acknowledgement letter.
  5. Within three days of the meeting, the DCO will write to you to confirm what took place and any solutions/actions the DCO has agreed with you.
  6. If you do not want a meeting or it is not possible, the DCO will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  7. At this stage, if you are still not satisfied, you should contact us again and we will arrange for an independent person unconnected with the station management team to review the DCOs findings.
  8. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.

You may complain to the Broadcasting Authority of Ireland (BAI) if they are not satisfied with the response Eden FM Community Radio has made to your complaint. The BAI will consider the complaint and may carry out an independent review of the complaint and the response the complainant has received. Information on how to refer a complaint to the BAI is available on the BAI website or from the following address:

Broadcasting Authority of Ireland

2-5 Warrington Place

Dublin 2

Telephone: (01) 644 1200