Complaints

Making a Complaint

2NVR values complaints as an opportunity for continuous improvement and we are committed to providing a safe and effective service to those who wish to make a complaint about us.

We make sure that your complaint is handled fairly, objectively, and confidentially in a timely manner.

You can easily make a complaint about either a breach of the codes of practice, or a breach of our licence condition in the Broadcasting Services Act 1992, by contacting us in writing to Radio Nambucca PO Box 69 Bowraville, or via email to <admin@2nvr.org.au>.

Re: Code Complaints:

We must keep a record of complaints and our responses for at least 24 months from the date of the complaint. Records will include:

  1. the outcomes of the complaint including whether it or any aspect of it was substantiated or dismissed.
  2. any recommendations made to address problems identified.
  3. 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:

  1. is frivolous, vexatious, or an abuse of the complaints process;
  2. is offensive or vulgar;
  3. is the second or later complaint in a series of complaints from a single person about the same issue; or
  4. expressly indicates that a response is not required.

Complaints that we have breached the Community Radio Broadcasting Codes of Practice, should first be addressed to us and will be dealt with in accordance with our complaints and disputes policy and procedure.

We will acknowledge receipt of Code Complaints promptly in writing.

         Code Complaints must:

  1. be received within 30 days of the relevant broadcast, if about material broadcast;
  2. be made via email or letter;
  3. contain the name and contact details of the complainant;
  4. include sufficient detail of the complaint (e.g., date, time, program, and description of the material, which Code alleged to be breached).

We will reply to Code Complaints in writing as soon as is practicable, and at the latest, within 60 days of the receipt of 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.         

Re:  Complaints about a breach of a Licence Condition or the Broadcasting Services Act 1992:

Complaints that are about a breach of a Licence Condition or the Broadcasting Services Act 1992 may be addressed to us or go 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.