BBC announces plan to improve complaints procedure

The BBC has announced changes to its complaints process after broadcast watchdog Ofcom called for it to be more transparent about its handling of public feedback.

Over the next six months, the broadcaster will make its online complaints page easier to find and use, through new video content and a restructured website.

It will also seek to better explain how audience feedback is shared and used across its services, and improve how it explains the steps in the complaints process.


BBC Director General Tim Davie (Richard Kendal/RTS/PA)

The changes are also aimed at improving the way editorial teams respond to complaints so that there is consistency across the BBC and that subsequent complaints are handled “equally and fairly”.

If a complainant is not satisfied with their initial response from the BBC, they can now write back and expect a follow-up response.

It hopes to improve this process so that its subsequent responses are faster and contain “reasoned or more detailed” responses where possible.

BBC Director General Tim Davie said: “Trust is at the core of the BBC.

“If an audience wants to make a complaint, they have to be resolved quickly, fairly and consistently, and the process has to be easy to understand.

“We thank Ofcom for their research that helped inform these changes.”

The changes follow an Ofcom review published in June 2022, which found 11% of adults had reason to complain about the BBC in the last year – the highest among broadcasters but low. than in other industries.

Complaints have mainly concerned bias as well as false and dishonest content, with Ofcom’s research finding that the BBC is “more than twice as likely to attract complaints about these issues as it is” other public service broadcasters”.

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At the time, Ofcom director Melanie Dawes said: “Viewers and listeners told us they were not happy with the way the BBC handled their complaints and it was clear the station needed to address those perceptions. promote its fairness.

“So we’re directing it to address these concerns, by being much more transparent and open to audiences.”

The BBC says its internal research shows that 84% of complainants feel the process of contacting the BBC is “easy” or “very easy”, based on a sample of 1,735 complainants this year. BBC announces plan to improve complaints procedure

Fry Electronics Team

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