[Media-watch] FW: complaints

[David Miller]

>From BBC intranet site 

 

 

 

 

----- Original Message ----- 

How we handle complaints about our services is one of the most important
demonstrations of the BBC's commitment to serve the public. We want
people to know how to complain and make sure that everyone is treated
fairly and considerately when they do. We want to show that we are
willing to admit to mistakes and put things right.

That's why we are implementing a new complaints process from
1st February 2005. This will affect everyone in the BBC who may receive
or deal with complaints from the public. It is essential
that we are all aware of the standards that have been set, the new
process for logging and where you can get help. 
BBC Information will continue to process the majority of complaints but
if you receive a complaint directly, you need to respond and ensure BBC
Information is passed the correspondence in order to log it.

If you work for World Service or any of the commercial services please
click here <file:///\\FAQsDivision.html>  as the process is different. 
Why change?            
What's changed?        
What does this mean for me?            
Overview of what to do <file:///\\Flowdiagram.htm>          

Why change?            
               
        We want to be open, responsive and accountable to our audiences;
how we handle complaints demonstrates our commitment to these principles

        People need to be clearer about how to complain
        Complainants should be treated consistently well whatever route
they choose    
        We need to know what complaints have been received right across
the BBC
        We need to be able to learn from any mistakes we make - we
should be more willing to admit mistakes and, where appropriate, make
changes       
        The BBC's handling of complaints has been criticised during the
debate over our new charter. We need to show we can put things right
ourselves. 

Top    
What's changed?
               
        A new external complaints website (bbc.co.uk/complaints
<http://www.bbc.co.uk/complaints> )
is being launched to make it easier for our audiences to complain. This
will be managed by BBC Information who
will continue to process most complaints       
        All complaints that you receive will have to be responded
to within 10 working days and then forwarded to BBC Information who will
log them. The way to do this is via a short online form - there's one
for complaints received by email <file:///\\emaillogHoldingpage.html>
and one for those received by letter
<file:///\\letterlogHoldingpage.html>    
        There is now a simple three-stage process for escalating
complaints    
        Some significant complaints will need to be 'red-flagged'      
        The BBC will be more accountable about complaints
handling, including having a Complaints Management Board, chaired by the
Deputy Director-General.      

Top            

What does this mean for me?

               
        If you receive a complaint about the BBC's editorial output for
which you are responsible make sure you respond and forward all details
to BBC Information who will log it for you. The way to do this is via
the online forms - there's one for complaints received by email
<file:///\\emaillogHoldingpage.html>  and one for those received by
letter <file:///\\letterlogHoldingpage.html>      
        If you receive a complaint for an area which you are not
responsible for, you should forward it onto the responsible person as
soon as possible so a response can be sent within 10 days.      
        If a complaint is received by BBC Information, you may be
contacted for help with the response 
        If you receive a complaint via phone, try to resolve it
directly. In order to receive a written response,
complaints must be put in writing (letter or email).   

Top            





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