TEN slips up complaints procedures

ACMA has found that Network TEN (Melbourne) breached the complaint-handling provisions of the Code of Practice (the code) by failing to respond to a complaint within 30 days of receipt.

The complaint about an episode of Kid Nation alleged that the PG-classified reality program contained strong violence, specifically the slaughter of chickens, which was gratuitous and exploitative.

While ACMA found it did not breach the classification rule, TEN failed to respond to the complainant in time.

As a result of the breach finding, Network TEN will be required to implement new procedures to meet its complaints-handling obligations:

* a system to ensure that the date of receipt of code complaints by individual licensees will be recorded and marked prior to the transfer of complaints to the complaint handler;
* measures to ensure that a complainant will be advised that their complaint has been forwarded to the Regulatory Manager of Network Ten for a written response; and
* an internal policy that will be circulated amongst Network Ten staff to ensure that during periods of staff leave or absence, alternative staff be delegated to fulfil code complaint handling duties.

Source: ACMA