RoxFM Complaints Policy

Process

In managing any written complaint(s) (signed and dated) from station members or members of the public, Community Radio Station 105.5 RoxFM Inc. will pursue the following commitments:

  1. A fair, transparent and impartial investigation process;
  2. To make all reasonable effort to resolve the conflict within 60 days;
  3. To provide all parties involved with reasonable notice of meetings;
  4. Access to some form of independent mediation processes where resolution is not easily achieved;
  5. Access to an appeals process;
  6. To respect all individuals' rights to privacy and to fair and equal treatment.

Stage 1: Investigation and internal complaint resoution

105.5 RoxFM Inc. will investigate all written complaints with all parties concerned, by either a nominated officer of the radio station, an appointed member of the Board or management and will have the authority to represent the licensee (e.g. Station Manager or President), or a complaints committee made up of representatives of the Board of Management or other impartial members appointed by the radio station governing committee.

The investigation process will generally follow these steps:

  1. Establish if there has been any breach of station policies, broadcasting law, or other legal requirement;
  2. Recomment appropriate action in relation to programmers/volunteers/staff if a breach has occurred;
  3. Negotiate for dispute resolution by managing discussion between disputants, which is aimed to bring about agreement or a settlement of opposing demands or attitudes;
  4. Recommend appropriate legal response if legal action is likely or is taking place;
  5. Recommend appropriate response to the complainant/s after taking legal advice if necessary;
  6. Recommend appropriate action/s needed to avoid future breaches;
  7. Write to all parties involved in the investigation outlining the outcomes of the investigation and informing them that they have a right to lodge a letter of Appeal regarding the determination made by the investigating party to the full board of the station at their next sitting.

Stage 2: Mediation

Where complaints are not resolved through the findings of the investigation process:

  1. Consider independent mediation or arbitration if a reasonable outcome for all parties cannot be achieved. 
  2. Consider imartial legal or other expert advice as required.

Stage 3: Reporting and Record Keeping

To ensure stations make a full response to the Australian Broadcasting Authority (ABA) if requested, the station is advised to include in their procedures the following steps:

To keep a record of material relating to complaints, including logging tapes or audio copies of broadcast material, and written documentation for 1 year, including:

  1. The date and time the written complaint was received;
  2. The name and address of the complainant;
  3. The substance of the complaintant;
  4. The substance and date of the licensee's response.

How to Make a Complaint

A written and signed complaint can be submitted to the manager at RoxFM's office, on Richardson Place, between the hours of 10am and 5pm weekdays.

Alternatively, you can email your complaint to manager@roxfm.com.au