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Friday 3 July 2020

Complaints process

How to lodge a complaint

The best way to lodge your complaint is by using our online form.  Please provide a valid email address so that your complaint will be promptly acknowledged and responded to.

What you’ll need to tell us

Help us to understand your complaint:

  • Tell us which content you are complaining about – for example, the channel the content was provided on, the name of the publication or the webpage address (URL), and the date and time it was published.
  • Clearly outline the nature of your concerns – if you are alleging a breach of The Australian Chinese Daily’s Editorial Policies, tell us which standards you believe have been breached and your reasons for coming to this view.
  • Identify yourself – other than in exceptional circumstances, The Australian Chinese Daily does not respond to anonymous complaints.

Please also note that we expect readers to correspond with us in good faith and in the same courteous terms they would expect to receive in reply. Offensive or abusive correspondence will not receive a response The Australian Chinese Daily.

What will happen to your complaint

Editorial complaints

If your written complaint relates to The Australian Chinese Daily’s editorial standards (as set out in The Australian Chinese Daily Editorial Policies) and identifies a specific item of The Australian Chinese Daily content as possibly breaching these standards, it will be referred to our General Manager for assessment.  Our General Manager will review and, where appropriate, investigate complaints alleging that The Australian Chinese Daily content has breached The Australian Chinese Daily’s editorial standards.

Our General Manager will assess your complaint and determine the appropriate course of action. Our General Manager may need further information from you in order to finalise this assessment.

Please note that our General Manager will generally not accept a complaint for investigation if it is received more than six weeks after the content was last published by The Australian Chinese Daily.

Where Our General Manager accepts a complaint for investigation, it will consider the seriousness and complexity of the matter to determine the resources and nature of response that may be required. The extent of resources applied to complaint investigations will be proportionate to the nature of the complaint. Our General Manager aims to respond within 30 days of receiving your complaint, but some matters will take longer to finalise.

Our General Manager will review the content that you have complained about and assess its compliance with The Australian Chinese Daily’s editorial standards.  Our General Manager will take into account other relevant material and will often seek comments from the relevant content area on the issues raised in complaints.

At the conclusion of our investigation, we will write to you and advise of our findings. Where relevant, we will also advise of any remedial action that will be or has already been taken.

What if I have not received a response?

The Australian Chinese Daily must aim to ensure that the time and resources used in dealing with audience complaints are proportionate to the circumstances. The Australian Chinese Daily applies a common-sense approach which takes action when warranted, engages where there is value in doing so, and notes criticisms of our performance when there is nothing more of substance we can offer. In some cases, proportionate handling will mean you receive no more than an automated acknowledgement that your message has been received.

Correction of errors

The Australian Chinese Daily makes every effort to avoid errors but with so many programs produced each day mistakes do sometimes happen. When errors occur The Australian Chinese Daily accepts responsibility and acts promptly and appropriately in accordance with its Editorial Policies. Corrections will be made in a timely manner and in a form most suited to the circumstances. 

You can request a correction by contacting the Editor of The Australian Chinese Daily directly. If you’re not satisfied with the response, you can lodge a written complaint with The Australian Chinese Daily.

Collection of personal information

The Australian Chinese Daily collects personal information supplied by you for the purposes of investigating and responding to your comments, questions and complaints. You may choose to remain anonymous. Please note that whilst an anonymous complaint may be submitted, The Australian Chinese Daily does not respond to anonymous correspondence.

Your correspondence may be referred to other areas of The Australian Chinese Daily for input or response.

The Australian Chinese Daily may elect to make the identity of the complaint and The Australian Chinese Daily’s response publicly available.

The Australian Chinese Daily may be required to provide access to documents, including documents relating to complaints, under the Freedom of Information Act 1982 (Cth) (the FOI Act). If access is requested to a document which contains personal information (for instance, opinions expressed by an identified complainant), The Australian Chinese Daily may consult with that complainant regarding access to the document, in particular, to determine whether granting access would be an unreasonable disclosure of personal information. In some cases The Australian Chinese Daily may decide to remove all identifying information and grant access to the document without consultation.

Personal information may be provided to our Board, or other review body, for the purpose of resolving a complaint.