The Australian Broadcasting Corporation’s (ABC) complaints handling process is to be put to the test by a former Commonwealth Ombudsman as part of a new independent review.
Chair of ABC, Ita Buttrose said the Review would examine how well the ABC managed external complaints and feedback about compliance with its editorial standards.
Ms Buttrose said the Review was a timely initiative to ensure the ABC’s complaints handling procedures met audience expectations.
“It will also consider training, remedies and actions taken, resourcing and the handling of other audience responses that may have a bearing on the standards,” she said.
“The ABC’s role as an independent public broadcaster is integral to the strength of our democracy.
“That role requires the most robust of accountability processes.”
Ms Buttrose said she was pleased that former Commonwealth and NSW Ombudsman, John McMillan and former Director of News and Current Affairs at SBS, Jim Carroll had agreed to bring their skills and experience to the Review.
Managing Director of the ABC, David Anderson said the work of the small team of complaint investigators in the Broadcaster’s independent Audience and Consumer Affairs unit was “essential to maintaining transparency and accountability”.
“The ABC’s commitment to the highest editorial standards and stringent complaints processes are why it remains one of the nation’s most trusted public institutions,” Mr Anderson said.
“This Review will assist the ABC to maintain its commitment to continuous quality improvement.”
He said the Review’s Terms of Reference covered the adequacy of the ABC Editorial Policies and ABC Code of Practice; the suitability of the ABC complaint process; measures taken to inform the public about the complaint process; whether complaints were dealt with efficiently, fairly and reasonably; and whether appropriate actions were taken and remedies provided for breaches of ABC editorial standards.
Mr Anderson said the Review panel was expected to report back to the ABC Board in March.
