投訴政策

Complaints process

投訴流程

How to lodge a complaint

如何提出投訴

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.

提出投訴的最佳方式是使用我們的在線表格。請提供有效的電子郵件地址,以便您的投訴得到及時確認和回复。

What you’ll need to tell us

你需要告訴我們什麼

Help us to understand your complaint:

幫助我們了解您的投訴:

  • 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.
  • 告訴我們您要投訴的內容——例如,提供內容的渠道、出版物的名稱或網頁地址 (URL),以及發布的日期和時間。
  • 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.
  • 清楚地概述您的擔憂的性質——如果您聲稱違反了《澳大利亞華人日報》的編輯政策,請告訴我們您認為哪些標準被違反以及您提出這一觀點的原因。
  • Identify yourself – other than in exceptional circumstances, The Australian Chinese Daily does not respond to anonymous complaints.
  • 表明自己的身份——除特殊情況外,《澳大利亞華人日報》不對匿名投訴作出回應。

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.

另請注意,我們希望讀者真誠地與我們通信,並以他們期望收到的同樣禮貌的方式回复。冒犯性或辱罵性的信件將不會得到澳大利亞華人日報的回复。

What will happen to your complaint

您的投訴將如何處理

Editorial complaints

編輯投訴

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 finalize 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 finalize.

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.

如果您的書面投訴涉及《澳大利亞中文報》的編輯標準(如《澳大利亞中文報》編輯政策中規定),並確定《澳大利亞中文報》內容的特定項目可能違反這些標準,則將提交給我們的總經理處理評估。我們的總經理將審查並在適當情況下調查有關《澳大利亞中文報》內容違反《澳大利亞中文報》編輯標準的投訴。

我們的總經理將評估您的投訴並確定適當的行動方案。我們的總經理可能需要您提供更多信息才能完成此評估。

請注意,如果在《澳大利亞華人日報》最後一次發佈內容後超過六週收到投訴,我們的總經理一般不會接受調查。

如果我們的總經理接受投訴進行調查,它將考慮問題的嚴重性和復雜性,以確定可能需要的資源和響應性質。用於投訴調查的資源範圍將與投訴的性質相稱。我們的總經理的目標是在收到您的投訴後 30 天內作出回應,但有些事項需要更長時間才能最終確定。

我們的總經理將審核您投訴的內容,並評估其是否符合《澳大利亞中文報》的編輯標準。我們的總經理會考慮其他相關材料,並經常就投訴中提出的問題徵求相關內容領域的意見。

在我們的調查結束時,我們會寫信給您並告知我們的調查結果。在相關的情況下,我們還將告知將要或已經採取的任何補救措施。

What if I have not received a response?

如果我沒有收到回复怎麼辦?

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.

《澳大利亞華人日報》必須致力於確保用於處理觀眾投訴的時間和資源與情況相稱。 《澳大利亞華人日報》採用常識性方法,在必要時採取行動,在有價值的地方參與,並在我們無法提供更多實質內容時記錄對我們表現的批評。在某些情況下,按比例處理意味著您只會收到一封自動確認您的消息已收到的通知。

Correction of errors

更正錯誤

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.

《澳大利亞華人日報》盡一切努力避免錯誤,但每天製作如此多的節目,有時確實會發生錯誤。發生錯誤時,《澳大利亞中文報》承擔責任,並根據其編輯政策及時、適當地採取行動。將及時以最適合情況的形式進行更正。

您可以直接聯繫《澳洲華人日報》的編輯要求更正。如果您對回復不滿意,您可以向《澳大利亞中文報》提出書面投訴。

Collection of personal information

個人信息的收集

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.

《澳洲華人日報》收集您提供的個人信息,用於調查和回复您的評論、問題和投訴。您可以選擇保持匿名。請注意,雖然可以提交匿名投訴,但《澳大利亞中文報》不會回复匿名信件。

您的來信可能會轉介至《澳洲華人日報》的其他版塊以供輸入或回复。

《澳大利亞中文報》可以選擇公開投訴的身份和《澳大利亞中文報》的回應。

根據 1982 年信息自由法(聯邦)(FOI 法),《澳大利亞中文日報》可能需要提供文件訪問權限,包括與投訴有關的文件。如果要求訪問包含個人信息(例如,已確定的投訴人表達的意見)的文件,《澳大利亞中文報》可能會就訪問該文件的問題與該投訴人進行協商,特別是確定授予訪問權限是否是不合理的個人信息的披露。在某些情況下,《澳大利亞華人日報》可能會決定刪除所有識別信息,並在未經協商的情況下授予對文件的訪問權限。

個人信息可能會提供給我們的董事會或其他審查機構,以解決投訴。