RoxFM Complaints Policy

The Complaints Policy of 105.5 RoxFM Incorporated has been implemented to assist in the station’s compliance with Code 7, of the CBAA Codes Of Practice. Code 7 outlines our legal requirements relating to complaint handling.

Process

RoxFM acknowledges the right of our listeners, members and volunteers to comment and make complaints in writing concerning alleged non-compliance with both the licence conditions of the Act and the requirements outlined in the Codes.

We broadcast at least on on-air announcement a week that contains information about the Codes and where listeners can get a copy.

RoxFM will make every reasonable effort to resolve complaints, except where a complaint is clearly frivolous, without sufficient grounds or not made in good faith.

RoxFM will ensure that:

a.    Complaints will be received by a responsible person in normal office hours and receipt is acknowledged in writing,

b.   Complaints will be conscientiously considered, investigated if necessary and responded to substantively as soon as possible,

c.    Complaints will be responded to in writing within 60 days of receipt (as required in the Act) and a response will include a copy of the Codes,

d.   Complainants are advised in writing that they have the right to refer their complaint about a Code matter to ACMA provided they have first”

                 i.    Formally lodged their complaint with the licensee, and

                 ii.   Received a substantive response from the licensee and are   
                      dissatisfied with this response or did not receive a response
                      within 60 days after making the complaint.


A written complaint or response can be a letter, fax or email.

A responsible officer of the licensee will maintain a record of complaints and responses for a period of at least two years from the date of the complaint. 

The record of complaints and responses will be made to the ACMA on request. 

Australian Media And Communications Authority (ACMA) 

Community Broadcasting Group / Australian Communications and Media Authority

PO Box Q500, Queen Victoria Building, Sydney, NSW 1230, Fax: (02) 9334 7799, Email: communitybroadcasting@acma.gov.au

How to Make a Complaint

A written 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