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Annual Review 2006/07

 

Reports on compliance and regulatory matters

9. Complaints

BBC World Service wants to be open, responsive and accountable to its audiences. How BBC World Service handles complaints demonstrates its commitment to these principles. BBC World Service receives a lot of feedback, both negative and positive, but considers something as a complaint if it is a criticism which requests change and expects a reply. Depending on the nature of the complaint, replies come either from the relevant department or a senior BBC World Service editor. Complaints alleging a serious breach of BBC editorial standards may be escalated to the BBC's Editorial Complaints Unit. Finally, an appeal may be made to the Editorial Standards Committee of the BBC Trust.

During the year, BBC World Service received 180 complaints on a wide range of issues, including the allegations of bias, criticism of presentation style, complaints of insufficient coverage of news events and about standards of interviewing. No complaints against BBC World Service required formal investigation by the BBC's independent Editorial Complaints Unit under the BBC complaints procedures during 2006/07.

BBC World Service is represented on the BBC's Complaints Management Board which takes regular reports and promotes the learning points arising from them.

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Reports on compliance and regulatory matters
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