Â鶹Éç World Service wants to be open, responsive and accountable to its audiences. How Â鶹Éç World Service handles complaints
demonstrates its commitment to these principles. Â鶹Éç World Service receives a lot of feedback, both negative and positive, but
considers something as a complaint if it is a criticism which requests change and expects a reply.
Depending on the nature of the complaint, replies come either from the relevant department or a senior Â鶹Éç World Service editor.
Complaints alleging a serious breach of Â鶹Éç editorial standards may be escalated to the Â鶹Éç’s Editorial Complaints Unit. Finally, an
appeal may be made to the Â鶹Éç Governors’ Programme Complaints Committee.
During the year, Â鶹Éç World Service received 2,343 complaints criticising the decision to cease broadcasting in ten languages, with
another 243 complaints received on a wide range of issues, including the allocation of broadcasting frequencies, general offence,
insufficient coverage of news events, the style of interviewing, allegations of bias, language and presentation style.Two complaints
were investigated independently by the Â鶹Éç’s Editorial Complaints Unit under the Â鶹Éç complaints procedures. Â鶹Éç World Service
is represented on the Â鶹Éç’s Complaints Management Board which takes regular reports and promotes the learning points arising
from them.
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Reports on compliance and regulatory matters |
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