Code of Practice on Complaints Handling

Introduction

HospitalRadio.ie aims to deliver the best possible service to our listeners.  In Order to maintain standards we  also aim to ensure that our content is compliant with the requirements set out in the Broadcasting Act, 2009 and its ammended broadcasting codes published by Coimisiún Na Meán  (CNAM)  the Broadcasting Authority for Ireland.

We welcome and will engage with all feedback, both negative and positive, from our listeners concerning any aspect of our service.

Broadcasting Act 2009 and the Online Safety and Media Regulation Act in 2022  Requires Broadcasters to have in place a Code of Practice for handling complaints from our listeners.  This Code of Practice sets out and explains our complaint process for listeners and ensures that we deal with complaints in an effective and efficient manner.  It should be noted that the Code of Practice only relates to certain categories of complaints as detailed below.

1. What Can I Complain About?
You may submit a complaint to us if you are of the opinion that a broadcast or part of a broadcast on our service has breached one or more of the following obligations:-
(i) News
We will ensure that our news service is objective and impartial without any expression of our own views.

(ii) Programmes
We will ensure that our programming does not contain any content which may reasonably be regarded as:-
– causing harm or offence;
– tending to promote, or incite crime;
– tending to undermine the authority of the State; or
– unreasonably encrouch upon the privacy of an individual.

We also will ensure programming is in compliance with the BAI (CNAM) Code of Programme Standards https://www.bai.ie/en/download/128555/

(iii) Sponsorship Announcements
All sponsorship Announcements broadcast by us will be in compliance with the BAI (CNAM) General Commercial Communications Code https://www.bai.ie/en/download/131870/ .

If you have a complaint that does not fall under the categories set out above, we would invite you contact us   at www.hospitalradio.ie.

The  Coimisiún Na Meán codes can be accessed at www.cnam.ie or are available on request from the CNAM offices.

2. How Do I Make a Complaint?
You can first contact us via the complaint submission form on our website hospitalradio.ie , by email This email address is being protected from spambots. You need JavaScript enabled to view it. and inform us of your complaint.  We will acknowwledge receipt of the complaint within 24 hours. Then an appropriate  member of our staff will contact you to discuss what concerned you and attempt to resolve the matter to your satisfaction.  If we cannot resolve your complaint to your satisfaction, and you are satisfied that your complaint is covered by this Code of Practice, you should submit the following details in writing via email):
– your name and address*
– the category of complaint; (please refer to the categories of complaints in “What I Can Complain About?’ above)
– the date and time of broadcast;
– the name of the programme, news item or sponsorship announcement that you have heard and which is the subject of your complaint;
– detail exactly what, in the broadcast, concerned you;

In order for your complaint to be accepted and considered, it must include the above details and must refer to a programme, sponsorship announcement already broadcast on our service.

If, by reason of disability or other good reason, you are unable to submit the complaint in writing, please contact us and we will assist you to do so.
We will not accept complaints which we deem to be of a frivolous or vexatious nature.

Hospitalradio.ie are committed to protecting the rights and privacy of individuals in accordance with the Data Protection Acts 1988 – 2018.

3. How Soon Should I Make My Complaint After The Broadcast
The Broadcasting Act, 2009 requires you to make your complaint not more than 30 days after the date of broadcast.

(a) if your complaint relates to one broadcast, 30 days after the date of that broadcast;
(b) if your complaint relates to two or more unrelated broadcasts; 30 days after the date of the earlier or earliest of those broadcasts;
(c) if your complaints relate to two or more related broadcasts of which at least two are made on different dates; 30 days after the date of the later or latest of those broadcasts.

* The name of the complainant will not be published without his/her prior consent, for example, where a complaint is upheld.  The contact details are for use by St. Ita's Hospital Radio only.

Complaints submitted outside of these time periods cannot be considered.

4. Where Should I Send My Complaint?
You should submit your complaint to the following address:-

Station Manager,
email:  AdminThis email address is being protected from spambots. You need JavaScript enabled to view it.

5. What Will Happen To My Complaint?
Once we have accepted your complaint we will work to resolve the issue/s as soon as possible.  Your complaint will be carefully considered, investigated if necessary, and responded to in writing by our Station Manager.

– We will write to you to acknowledge receipt of your complaint within 7 working days.
– We will consider the issues raised in your complaint.
– We will listen to the programme/broadcast item identified in your complaint.
– Where appropriate, we will consult with any party to which your complaint relates, for example, the sponsor, the presenter or programme maker, to give that party an opportunity to provide observations and comments in relation to the issues raised by you.
– We will provide a response to your complaint which will, as far as possible, address all of the issues/concerns you have raised.  We will set out the reasons for our decision on your complaint.

The response will be sent to you within 21 working days from receipt of your complaint.

6. What Are The Potential Outcomes For My Complaint?
We may uphold or reject a complaint.  Upholding a complaint means that we believe that our programming did not comply with our terms covered by this Code of Practice.  Rejecting a complaint means we believe that our programming was in compliance with our obligations.

If we uphold your complaint, we will seek to resolve it to your satisfaction in agreed manner.  The manner of resolution will be decided on a case by case basis but may include an apology, correction, clarification and/or the offer of a rebuttal.

7. Record of Complaints
Hospital Radio will  keep a record of all complaints submitted in accordance with the Code of Practice for two years.  Our records will include copies of your complaint, our response/s and the audio / audio-visual copies of the broadcast material.