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Code of Practice

Code of Practice on Complaints Handling

Introduction

At Dublin City FM, we aim to provide the best in special interest and community radio broadcasting. We also set out 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 all feedback, positive and negative, from our listeners and will engage constructively with such. You can contact us by phone at 01 8658020, email [email protected], or by writing to:

The Station Manager,
Dublin City FM,
Unit 6, Docklands Innovation Park,
128-130, East Wall Road,
Dublin, 3,
D03 XE36.

1. 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 Dublin City FM has breached one or more of the following obligations:

  • To ensure that all news programming is objective and impartial.
  • To ensure that our current affairs programming is objective and impartial and that the subject matter and all interests concerned are treated fairly. Fairness, objectivity and impartiality may be achieved over a number of related broadcasts.
  • To 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; or unreasonably encroach upon the privacy of an individual.
  • To ensure that our programming is in compliance with the BAI Code of Programme Standards.
  • To ensure that all commercial communications broadcast by us shall be in compliance with the BAI General Commercial Communications Code and the BAI Children’s Commercial Communications Code.

If your complaint concerns alleged defamation, you should refer to the BAI Right of Reply Scheme.

2. How do I make a complaint?

You can contact us using the details above and we will happily try to resolve any concerns you may have.  If we cannot resolve your complaint to your satisfaction, you can then process your complaint as follows using this Code of Practice.

The following information must be included in any correspondence with us: your name and address; the category of complaint; (please refer to the categories of complaints in ‘What I can complain about?’ above) the date and time of broadcast; the name of the programme, news item or advertisement/commercial communication that you have heard and which is the subject of your complaint; detail exactly what, in the broadcast, concerned you.

You can submit your complaint to the address above or [email protected].

Formal complaints must be made within 30 days of broadcast. Complaints submitted outside of these time periods cannot be considered.
(a) if your complaint relates to one broadcast, 30 days after the date of that broadcast;
(b) if your complaint relates to two or more unrelated broadcasts; 30 days after the date of the earlier or earliest of those broadcasts;
(c) 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.

We will not accept complaints which we deem to be of a frivolous or vexatious nature nor will we accept anonymous complaints.

3. What will happen to my complaint?

Once we have received your complaint we will work to resolve the issue/s as soon as possible.

  • We will write to you to acknowledge receipt of your complaint within 7 working days.
  • Your complaint will be carefully considered, investigated if necessary, and responded to in writing by our Station Manager or a senior member of our management team.
  • We will consider the issues raised in your complaint.
  • We will listen to the programme/broadcast item identified in your complaint.
  • Where appropriate, we will consult with any party to which your complaint relates, for example, the advertiser, the presenter or programme maker, to give that party an opportunity to provide observations and comments in relation to the issues raised by you.
  • We will provide a response to your complaint which will, as far as possible, address all of the issues/concerns you have raised.
  • We will set out the reasons for our decision on your complaint.
  • This response will be sent to you within 21 days from receipt of your complaint.

If the Complainant is unsatisfied with how the complaint has been handled or they are unsatisfied with the solution the Station Manager may refer the complaint to the Committee of Management. They should contact the Secretary in writing within 21 days of the date of the formal response from the Project Coordinator.

The appeal will be acknowledged by mail, email or telephone within 7 days of receipt and a written response will be provided by mail or email within 21 days of receipt. Complainants shall be advised of their right to refer the complaint to the Broadcasting Authority of Ireland once they have received a written response from the Station Manager or if they have not received a reply within 21 days of the initial confirmation letter.

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 and the audio copies of the broadcast material.