Complaints Procedure


Introduction

Phoenix Country Radio aim to deliver the best possible service to our listeners. We also aim to ensure that our programming is compliant with the requirements set out in the Broadcasting Act, 2009 and broadcasting codes published by the Broadcasting Authority of Ireland.
We welcome and will engage with all feedback, both negative and positive, from our listeners concerning any aspect of our service that is brought to our attention by a concerned listener.
We are obliged under the Broadcasting Act, 2009 to have in place a Code of Practice for handling complaints from our listeners. This Code of Practice sets out and explains our complaint process for listeners and ensures that we deal with complaints in an effective and efficient manner. It should be noted that the Code of Practice only relates to certain categories of complaints as detailed below.

What can I complain about?

You may submit a complaint to us if you are of the opinion that a broadcast or part of a broadcast on our service has breached one or more of the following obligations:

  1. News
  2. Current affairs - We will ensure that our current affairs programming is:
    • Objective and impartial without any expression of our own views.
    • Will treat the subject matter and all interests concerned in a balanced and fair manner.
    • If we cannot achieve fairness, objectivity and impartiality in one current affairs programme,we will do so in related broadcasts that will be broadcast within a reasonable period of each other.
  3. Programmes - Phoenix Country Radio will ensure that our programming does not contain any content which may reasonably be regarded as:
    • Causing harm or offence
    • Tending to promote, or incite crime
    • Tending to undermine the authority of the State
    • Unreasonably encroach upon the privacy of an individual
    • We also will ensure programming is in compliance with the BAI Code of Programme Standards
  4. Commercial Communications

If your complaint concerns alleged defamation, you should refer to the BAI Right of Reply Scheme.
The BAI codes can be accessed at BAI or are available on request from the BAI offices.

How do I make a complaint?

You can first contact us by telephone, email (stephen@phoenixcountryradio.com) or letter and inform us of your complaint.
The information you will need to supply to us is as follows:

  1. Your name and address
  2. The category of the complaint (please refer to the categories of complaints in ’What I can complain about?‘ above)
  3. The date & time of the relevant broadcast
  4. The name of the programme, news item or advertisement/commercial communication that you have heard and which is the subject of your complaint

Phoenix Country Radio is committed to protecting the rights and privacy of individuals in accordance with the Data Protection Acts 1988 – 2003.
We will not accept complaints which we deem to be of a frivolous or vexatious nature.

How soon should I take my complaint after the broadcast?

The Broadcasting Act, 2009 requires you to make your complaint not more than 30 days after the date of broadcast:

  1. if your complaint relates to one broadcast, 30 days after the date of that broadcast.
  2. if your complaint relates to two or more unrelated broadcasts; 30 days after the date of the earlier or earliest of those broadcasts.
  3. if your complaints relates to two or more related broadcasts of which at least two are made on different dates; 30 days after the date of the later or latest of those broadcasts.
Complaints submitted outside of these time periods cannot be considered.

Where should I send my complaint?

You should submit your complaint to the following email address: stephen@phoenixcountryradio.com

What will happen to my complaint?

Once we have accepted your complaint we will work to resolve the issue/s as soon as possible. Your complaint will be carefully considered, investigated if necessary, and responded to in writing by our Station Manager or a senior member of our programming team.

What are the potential outcomes for my complaint?

We may uphold or reject a complaint. Upholding a complaint means that we believe that our programming did not comply with our obligations covered by this Code of Practice. Rejecting a complaint means we believe that our programming was in compliance with our obligations.
If we uphold your complaint, we will seek to resolve it to your satisfaction in an agreed manner. The manner of resolution will be decided on a case by case basis but may include an apology, correction, clarification and/or the offer of a rebuttal.

The role of the Broadcasting Authority of Ireland

If we have not responded to your complaint within 21 days or if you are not satisfied with our response, you can refer your complaint to the Broadcasting Authority of Ireland. The BAI will consider the complaint and may carry out an independent review of the complaint and our response. Information on how to refer a complaint to the BAI is available on the BAI website at www.bai.ie or from the following address

Complaints Officer
Broadcasting Authority of Ireland
2 – 5 Warrington Place, Dublin 2
Tel: (01) 6441200
Fax: (01) 6441299
Email: complaints@bai.ie

Record of Complaints

We are required under the Broadcasting Act, 2009 to keep a record of all complaints submitted in accordance with this Code of Practice for two years. We are also obliged to provide these records to the Compliance Committee of the BAI if the Committee so directs.
Our records will include copies of your complaint, our response/s and the audio/audio-visual copies of the broadcast material.
The name of the complainant will not be published without his/her consent, for example, where a complaint is upheld. The contact details are used only by Phoenix Country Radio.
Phoenix Country Radio is not obliged to send you a copy of any broadcast. You yourself should have heard the broadcast in question.