BBC Publishes Complaints Framework following Consultation

The BBC’s Royal Charter and the Agreement with the Secretary of State require the BBC to set and publish a framework for handling and resolving complaints, having first consulted Ofcom, the public and stakeholders. The published document sets out that framework. It explains what the BBC regards as being a complaint, states the principles which govern the handling of complaints, and lists the procedures which will apply to different kinds of complaint.

techUK provided input on behalf of our device manufacturing members during the consultation process. techUK believe that the published frameworks is fit for purpose and provides stakeholders with a process through which to raise issues of commercial impact should the need ever arise. It should be noted that the need to start a formal complaint is very much seen as a last resort and that issues of potential conflict or disagreement should be managed in the first instance by bringing together the BBC and the stakeholders with a commercial interest for discussion on proposed solutions.

Ofcom have the ultimate responsibility to regulate and rule on complaints. Ofcom will normally consider a complaint only of the complainent is not satisfied by the BBC's resolution of the complaint.

Complaints are split into 5 areas:

1. Editorial Complaints

2. General Complaints

3. Television Licensing Complaints

4. Complaints abput party election or party political campaigns and broadcasts

5. Regulatory Complaints

techUK facilitates regular engagement with a breadth of BBC departments on behalf of members. For more information on techUK's work with the BBC and how to get involved contact:

Paul Hide

The link to the full BBC Complaints Framework documentation can be accessed below:

BBC Complaints Framework and Procedures

 

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