Can we improve? Let us know!
2NVR values feedback and complaints as they can help us improve.
Feedback
If you have feedback on what is working well, what you would like more of or things we could do better please email us directly via <admin@2nvr.org.au>
We want 2NVR to stay ‘the best little station in the nation’, with strong ties to the community so please take the time to let us know your thoughts.
Complaints
We are committed to providing a safe and effective service should you need to lodge a complaint. We will make sure that your complaint is handled fairly, objectively, and confidentially in a timely manner.
There are two types of complaints – a breach of the Codes of Practice, or a breach of our Licence Condition in the Broadcasting Services Act 1992.
If you think we have breached the Codes of Practice or the License Conditions, you can lodge a complaint in writing to Radio Nambucca PO Box 69 Bowraville, or by emailing <admin@2nvr.org.au>.
Re: Code Complaints
A complaint that we have breached the Community Radio Broadcasting Codes of Practice, should be sent directly to 2NVR. We will deal with the complaint in accordance with our complaints and disputes policy and procedure.
Code Complaints must:
- be received within 30 days of the relevant broadcast, if about material broadcast;
- be made via email or letter;
- contain the name and contact details of the complainant;
- include sufficient detail of the complaint (e.g., date, time, program, and description of the material, which Code alleged to be breached).
We will acknowledge receipt of Code Complaints promptly in writing.
We will reply to Code Complaints in writing as soon as we can, at the latest within 60 days of receiving the complaint. Our reply will respond to the concerns raised in the Code Complaint and inform you of your right to refer the complaint to the ACMA if you are unsatisfied with our response.
We will keep a record of your complaint and our response for at least 24 months from the date of the complaint. Records will include:
- the outcomes of the complaint including whether it or any aspect of it was substantiated or dismissed.
- any recommendations made to address problems identified.
- any outstanding actions to be followed up, including analysing any underlying causes.
We will keep a recording of any programs that are the subject of a complaint for 60 days after the complaint is received.
We will keep any material the ACMA has asked us to keep for the length of time specified by the ACMA.
We are not required to resolve a complaint that:
- is frivolous, vexatious, or an abuse of the complaints process;
- is offensive or vulgar;
- is the second or later complaint in a series of complaints from a single person about the same issue; or
- expressly indicates that a response is not required.
Re: Complaints about a breach of a Licence Condition or the Broadcasting Services Act 1992
A complaint about that we have breached a Licence Condition or the Broadcasting Services Act 1992 may be addressed to us or directly to the ACMA. If addressed to us, we will acknowledge receipt promptly in writing and inform you of your right to complain directly to the ACMA.