Document ID: chunk:federal_register_of_legislation:F2016C00811:body:0:p11
Version: federal_register_of_legislation:F2016C00811
Segment Type: other
Provision Reference: 
Character Range: 27810–30909

(c) gives a suitable remedy in relation to a justified complaint.

      Some examples of remedies
      1   Broadcasting a reply.
      2   Broadcasting an apology.
      3   Removing offensive material from matter.

       (3) The procedure should also provide for complaints that are made by telephone by ensuring that the licensee:
          (a) makes every reasonable effort to satisfy the complaint during a telephone call; but
          (b) is able to ask the complainant to make the complaint in writing if it is not practicable to satisfy the complaint during the telephone call.

       (4) The procedure should also provide for complaints that are made by ensuring that the licensee acknowledges a complaint, and answers it in writing, within 30 days after receiving the complaint.

       (5) The procedure should use the language of the major component of the international audience.

       (6) The procedure is not limited to the matters set out in subsections (2), (3), (4) and (5).

      10.2 Publicity for complaints procedures

       (1) An international broadcasting licensee should regularly give the following information to the international audience:
          (a) the existence of the complaints procedures mentioned in section 10.1; and
          (b) information that would enable a complaint to be made to the licensee, including the licensee's:
             (i) street address; and
             (ii) e-mail address; and
             (iii) telephone number; and
             (iv) fax number.

       (2) The licensee:
          (a) should give the information during broadcasts that are under the licensee's control; and
          (b) should give the information using the language of the major component of the international audience; and
          (c) may also give the information in other ways.

      10.3 Records of complaints

       (1) An international broadcasting licensee should keep a record of each complaint that the licensee receives about:
          (a) an international broadcasting service that is operated by the licensee; or
          (b) matter that is broadcast on the service.

       (2) The record of a complaint should include at least the following information:
          (a) the name or nature of the broadcast to which the complaint relates, and the date on which the broadcast happened;
          (b) the day, and the time at which, the complaint was received by the licensee;
          (c) the name, and address or telephone number, of the complainant (if he or she has given that information to the licensee);
          (d) a brief statement of the substance of the complaint;
          (e) a brief statement of the substance of the response by the licensee to the complaint and the date on which the licensee responded to the complaint.

      10.4 Retention of and access to records of complaints

       (1) An international broadcasting licensee must retain records required under section 10.3 for a period of two years after the date on which the complaint was received.

       (2) If the ACMA asks an international broadcasting