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´óÏó´«Ã½
publishes latest Programme Complaints Unit and Governors' Programme
Complaints Committee findings
The
´óÏó´«Ã½ today publishes the latest findings of the Programme Complaints
Unit (PCU) and those of the Governors' Programme Complaints Committee
for the period 1 July to 30 September 2003.
In
this quarter the unit dealt with a total of 289 complaints concerning
177 items.
25
complaints were upheld (two of them partly) - 8.5% of the total
number of complaints received.
Of
the items investigated, complaints were upheld against 17 items
- 9.5% of the total number of complaints received.
The
PCU report contains summaries of the findings in those cases.
In
a foreword to the PCU Bulletin ´óÏó´«Ã½ Director-General Greg Dyke notes
that today's report is the last to be published before new media
regulator Ofcom assumes its full powers, including considering complaints
about breaches of editorial standards.
Mr
Dyke notes that the ´óÏó´«Ã½ was the first broadcaster to set up a system
for investigating serious complaints impartially and independently
of programme-makers, and publishing details of upheld complaints
and actions taken as a result.
Mr
Dyke said: "We're not proceeding on the basis that it's perfect
already, and we're looking at what we can do to improve it. The
signs are that Ofcom will be looking to the broadcasters to take
more responsibility for the way complaints are handled, and we intend
to be ready to meet the challenge."
The
Governors' Programme Complaints Committee (GPCC) takes appeals from
complainants who are not happy with the response they have received
from ´óÏó´«Ã½ Management.
It
also published its findings for the same period.
It
came to a decision on two appeals in this quarter, upholding one
in relation to Correspondent: Al-Jazeera, which had shown footage
of the bodies of two dead British servicemen.
In
a foreword to the bulletin, Chairman of the Governors' Programme
Complaints Committee, Sir Robert Smith, said that the committee
continued to exercise its oversight of the ´óÏó´«Ã½'s complaints handling
processes.
He
commented: "The Committee is responsible for ensuring that
these processes serve the public interest and reflect best practice,
and has clear requirements against which it measures performance.
The emphasis on continued improvement has been maintained following
the Committee's review earlier in the year."
Notes
to Editors
Both
bulletins can be found at
The
Programme Complaints Unit deals with letters of complaint which
give reason to believe that something broadcast by the ´óÏó´«Ã½'s licence
fee-funded services may have fallen seriously short of the standards
set out in the ´óÏó´«Ã½ Producers' Guidelines.
Complaints
about other matters, such as policy, changes to the published schedule,
technical standards or questions of personal preference, are forwarded
to the appropriate areas of the ´óÏó´«Ã½ for attention.
The
unit is commissioned to investigate complaints impartially and to
recommend appropriate redress. Generally this involves viewing or
listening to a recording of the material and pursuing the complainants'
points with the programme-makers and editorial executives directly
responsible.
The
Governors' Programme Complaints Committee (GPCC) consists of five
Governors of the ´óÏó´«Ã½, to whom the full Board of Governors have delegated
the power to consider appeals. The GPCC's conclusions are reported
to the full Board.
It
is the specific function of the GPCC to consider appeals against
decisions and actions of the Programme Complaints Unit or of the
Directors of ´óÏó´«Ã½ Divisions in dealing with serious editorial complaints.
The
GPCC considers appeals in relation to complaints about programmes
transmitted, or material carried, by the ´óÏó´«Ã½'s domestic public services
on radio, television and online, and which allege:
•
that the complainant has suffered unfair treatment in a transmitted
item
•
that the complainant's privacy has been unjustifiably infringed,
either in a programme or item as transmitted or in the process of
making the programme or item, or
•
that there has otherwise been a failure adequately to observe the
´óÏó´«Ã½'s editorial guidelines.
Press
release on 1 April to 30 June 2003 quarter (29.07.03)
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