Networks brace for e-complaints
TV networks are readying for the introduction of online complaints that can be sent by angry viewers from March 1st.
- Published by David Knox
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- Filed under News
Within two weeks time, television viewers will be able to use the internet to make complaints about TV programmes.
The online complaint form follows the review of the Commercial Code of Practice last year.
From Monday March 1st, viewers will be able to use an electronic complaint form via the Free TV Australia website, similar to the downloadable complaint form it currently accepts via fax and mail.
“You’ll be able to go to one place which is the Free TV website, and you’ll be able to enter the information that you currently have to provide, and it will be much easier than it was before,” Julie Flynn from Free TV Australia told TV Tonight.
“You will be able to punch a button and it will go through to the relevant broadcaster.”
The website, hosted by the industry group that represents commercial networks, will serve as a single online entry point for e-complaints, and will forward each complaint to the offending network.
“The broadcasters will handle them in the same way as they have previously,” she said. “We are hosting the site but will have nothing to do with the process.”
Each complaint will receive an auto-response acknowledging its receipt, while the relevant network has 30 days to respond to a complainant. Where viewers are not satisfied with the outcome they can still take the issue further via the Australian Communications and Media Authority.
Free TV has also introduced a clause within the Code of Practice which says in the case of a concerted campaign of complaints the broadcaster only has to make a response to the first complainant:
If a person makes multiple Code complaints about a program or series of programs, the licensee is only obliged to respond to the first complaint, unless the subsequent complaints raise new and distinct issues.
If a licensee receives a series of complaints from a number of people or group of persons about the same broadcast, the licensee may respond with a generic response on the issues subject always to the obligation in clause 7.11 to provide a substantive written response to all issues raised in the complaint.
Flynn said networks were trying to ensure they responded to genuine community complaints as quickly as possible but orchestrated campaigns were a different story altogether.
She wasn’t sure whether networks would have to employ extra staff to handle an increased volume of complaints that might be received.
“We won’t know until the 1st of March,” she said. “Our suppliers are very confident that we will be ready to go on March 1st.”
All complaints must include the date and time of broadcast, name and address of complainant and be sent within 30 days of broadcast.
“Anyone who doesn’t have access to the internet will still be able to complain and will still be handled in the same speed that they have in the past.”
41 Responses
@jed, while I agree that Go! should be airing Dante’s Cove on time, the series has been on DVD for a very long time, so you could always rent it instead!
Well Kevin, there’s a reason Underbelly is on at 8:30, and that’s because it’s when most of the audience want to watch it. Either way, I wouldn’t bother making a complaint if I were you. All it takes is one Christian fundamentalist to be provided with internet access and your work is done.
@ Jezza, they have investigated similar complaints before and as far as I am aware they have never found a breach. I believe all material is broadcast at the same volume, but obviously some advertisements (just like some CD’s) are mastered louder. Commercials also tend to be very compressed, meaning that all the sounds have been elevated to a flat, uniform level. This adds to the perceived loudness, but it does not go violate the code.
.I can’t wait to complain about the Underbelly time slot… It should be no sooner then 9.00 p.m.
Don’t expect this is going to change anything. As others have pointed it is the same complaints system that we’ve had forever, the only difference is that you can now submit complaints online instead of snail mail. And AFAIK it would have to still be a complaint in relation to the Commercial TV Code of Practice, which the networks wrote, and which means complaints of things like intrusive advertising or shows not sticking to a schedule are not applicable.
It seems finally they are going to start listening to the viewers, whether things will get done that will remain to be seen.
@jezza – you can complain about that now! For people that love to complain, none of you that have left comments have any idea how to do it!
Check out Free TV or the Advertising Standards Bureau. It’s all listed there.
I wish I could complain online now about the Olympics coverage. Finishing today at 12pm was a joke, especially when there were at least 3 live events going on with medals up for grabs……
So it means i can complain about the ads on Ten being louder than the programs. My wife is a lite sleeper & whenever i’m watching Ten & the ads come on, she’s instantly awake & grumpy 😉
Err… people… This complaints form is designed for code related complaints only, so there’s no point whinging about shows not starting on time.
@ Steve G
“It’s almost impossible to see the start of a show on another channel if you wait until the previous show finishes on seven or nine.”
Why do you think they do it?
stevie g says:
February 16, 2010 at 12:38 pm
It’s almost impossible to see the start of a show on another channel if you wait until the previous show finishes on seven or nine.
– stevie g, They do that purposly. They want to get the ratings to spread accross the second hour, and also, they hope that people will be stupid and forget to go back to the other channel, and watch what ever rubbish they are showing.
Thanks jay jay for the clarification.
@stevie g – I think the that’s their plan, have a show run over people are less likely to wander off to another network, pity they for got about PVRs and other means to watch shows including their own catch up TV on some channels.
So will you be able to complain about start times? The most annoying parts is that nine & Go and Seven & Seven2, don’t even keep the start and finish times the same for their primary and secondary channels. It’s almost impossible to see the start of a show on another channel if you wait until the previous show finishes on seven or nine.
I think a lot of you are getting confused. This is more for code complaints – incorrect classifications, timeslots etc. Not your general whinging.
7 will get the most complaints
About time! This is going to be fun it really is. I can finally get a response via email.
About time, but will it really make any difference?
Good cos i have a complaint from last night with GO! not startingDante’s Cove on time so i didn’t have the whole program recorded again!
This will be fun…
It is my view that each network should be required to have and maintain an email account for general comments.
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So that us the viewers can comment on things like, late starting programs and network decissions to bump shows and all those annoying things that they do without any thought of what it means to us viewers. As well as comment on good shows
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The address should be freely advertised and statistics of the comments published, as well as any outcomes as a result.
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I currently ring the networks with my general comments but have only ever recieve the standard “I will pass your comments on sir” from the girls answering the phones. Which I guess really goes nowhere.
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I bet they hide this form and button well down the site map.
Open the flood gates.
Terrific, now we can all easily complain about the start times of programs which differ from the advertised start time.
Lots of programs so lots of complaints…
Can we just make a general complaint/comment such as Channel Nine, you are not doing anything right, just give up?
I can see a lot of complaints coming through regarding programming changes and the constant late starts to shows. Both of which will never stop unless the government does something about it.
Bring it on bitches!!
They will be inundated.