How to complain

Don't Moan ... Get on the Phone

A list for media consumers who wish to be heard....
(Many broadcasters now have CALLER DISPLAY. So, to withhold your number when making a call, dial 0197 before the number being dialed.)

Television NZ	Ph (09) 916 7000
TV1	Ph (09) 916 7001
TV2 PO Box 3819 Auckland	Ph (09) 916 7002 Fax (09) 916 6864
TV3 & TV4 Private Bag 92624 Auckland	Ph (09) 377 9730 Fax (09) 366 5999
Sky TV PO Box 9059 Auckland	Ph 0800 759 759 (Press '0') Fax (09) 525 8355
Prime TV Private Bag 302 193 North Harbour	Ph 0800 774 638 Fax (09) 414 0701 e-mail info@primetv.co.nz
Radio New Zealand PO Box 2209 Wellington	Ph (04) 474 1999 Fax (04) 474 1459
Broadcasting Standards Authority PO Box 9213 Wellington	Ph (04) 382 9508 Fax (04) 382 9543
New Zealand on Air PO Box 9744 Wellington	Ph (04) 382 9524 Fax (04) 382 9546
Office of Film and Literature Classification P0 Box 1999 Wellington	Ph (04) 471 6770 Fax (04) 471 6781
Advertising Standards Authority and Complaints Board PO Box 10675 Wellington	Ph (04) 472 7852 Fax (04) 471 1785
Media Matters Inc PO Box 31618 Lower Hutt 5040	Ph (04) 566 3175
Commissioner for Children PO Box 5610 Wellington	Ph (04) 471 1410, or 0800 224 4453 Fax (04) 471 1418

The BSA is looking for feedback

From the BSA Quarterly January 2004: The Broadcasting Standards Authority can impose an order on a broadcaster when a complaint is upheld. For example, an order could be to broadcast an on-air apology, or to pay costs to the Crown or a complainant. The Authority imposes an order in fewer than half of its determinations in which a complaint has been upheld.

The BSA finds imposing orders a challenging aspect of its work. It is aware that there are wide-ranging views about the appropriateness of orders, and would appreciate comments from readers on the subject. Take the opportunity, readers, and write down your comments, and send them to:
BSA, PO Box 9213, Wellington.

Broadcasters are supposed to maintain programme standards consistent with:

• the observance of good taste and decency
• the maintenance of law and order
• individual privacy
• balance, fairness and accuracy
• approved codes of broadcasting practice

If you feel a programme has breached one of these standards, you can make a formal complaint. You must complain first to the broadcaster. Then, if you are dissatisfied with the broadcasters response, you can refer the complaint to the Broadcasting Authority for independent investigation and review.

Here are your options to make a complaint:

[1] By informal phone call	- Phone the radio or TV station. - Ask for the person in charge of complaints. - Identify the station, the programme and the incident you wish to complain about. - Discuss the matter.
[2] By informal letter	- Write to the radio or TV station. -They say they will give your letter full attention and reply as soon as possible.
[3] By formal complaint	- Fill out a complaints letter (click here for sample). You must write within 20 days of the programme complained of. - Post it to the radio or TV station. - The broadcaster is legally required to deal with Formal Complaints within 20 days.
[4] By formal complaint to the BSA	- If you are not happy with the broadcasters response, you can refer the complaint to the Broadcasting Standards Authority for investigation and review. You must do this within 20 working days following receipt of the broadcasters response. - A fuller explanation of the complaints procedures is provided at the BSA web site. - Samples of formal complaint forms can be viewed here.
[5] Send a complaint to your local MP	- Write a letter detailing your complaint. - Post it to the MP, Parliament, Wellington (no postage is required).

Suggestions for making complaints re. TV

Complaints can be for violence or any other offensive thing you see.

1. Note down immediately the action you are offended by, the time, date, and channel as well as the programme it occurs in. (Helpful if it is also for an advertisement as well).
2. Contact the station which has presented the offensive viewing you have seen. The BEST way is by writing a letter or sending a FAX (don't forget to request a reply!) However, if you are unable to write, a phone call is better than nothing.
3. In your letter clearly state:
   1. The channel you were watching,
   2. The time and date (including morning or evening)
   3. The programme in which it occurred
   4. Then explain what was the offending thing and why you found it offensive e.g. too violent; excessively violent; unacceptable for that time of night when youngsters are watching; unacceptable for family /anyone watching because...
   5. Request a reply to your letter.
4. Address your letter using one of the addresses above.