Complaints Handling

Complaints Handling

The HVCRA has every confidence in its members’ ability to perform in all settings, but it’s the nature of the vocation of a community radio member or presenter that she/he may receive a complaint.

Complaints or reports of minor infractions will be handled within the context of a meeting with the member, and may be the focus in a general monthly meeting of presenters. The confidentiality of all those involved will be protected.

Some complaints can be trivial, vexatious, frivolous, or malicious, and others can be thought provoking and worthy of the rebuke and correction.  Deficiency in performance and instances of misconduct can be serious and the subject to disciplinary sanctions.

Any member that has a complaint may address it to the Secretary by email to, or in writing to PO Box 613, Richmond 2753.


  • Any written complaint must contain full details of the matter so as to facilitate proper investigation; date, time, location, identification of third parties, etc.
  • The complainant must provide his/her name and address, phone contact number or email address.
  • The Secretary will acknowledge the complaint within 7 days, and keep the complainant informed of action being taken.
  • The Secretary will inform the complainant of any investigation.
  • Complainants will be advised in writing that they have the right to refer their complaint to ACMA provided they have first lodged the same in writing to the Secretary, and providing they have received a substantive response from the Secretary, and are dissatisfied (or have not received a response within 60 days).

The following are guidelines for disciplinary sanctions.

  • Written disciplinary warning
  • Educational sanction (a proscribed activity designed to assist the presenter/member )
  • Probation
  • Suspension
  • Expulsion of the member whose conduct, in the opinion of the Committee, renders him/her unfit for membership

Serious disciplinary decisions will be communicated to the member in writing providing the member signs a release, and final disciplinary decisions are subject to written appeal.

Where a complaint involves another member, the Secretary will forward a copy of the complaint to that member. Before any action is taken, the member will be given seven days to respond.  The Management Committee may invite further reports from the parties involved.  The member may be required to attend a meeting to discuss, or answer any allegations which flow from the complaint.

HVCRA’s above complaint handling guidelines should be read in conjunction with Code 7 of the Community Radio Broadcasting Codes of Practice (The Codes) available at

The Management of HVRCA acknowledges the rights of listeners, members and volunteers to make complaints about alleged noncompliance with the Broadcasting Act.

HVCRA will make every reasonable effort to resolve complaints, except where a complaint is clearly frivolous, without sufficient grounds, or not made in good faith.

HVCRA’s view on any matter will be dealt with having regard to relevant laws, good practice and what is fair and reasonable, with particular emphasis on the relevant evidence provided in each case.

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