Wow FM acknowledges the right of our listeners, members and volunteers to comment and make complaints in writing concerning:
- alleged non-compliance with both the licence conditions in the Act and the requirements outlined in the Codes,
- program content, and
- the general service provided to the community.
We broadcast at least one on-air announcement each week that contains information about the Codes and where listeners can get a copy.
Wow FM will make every reasonable effort to resolve complaints, except where a complaint is clearly frivolous, without sufficient grounds (as defined by the Act or the Codes of Practice), or not made in good faith. We will ensure that:
- complaints will be conscientiously considered, investigated if necessary and responded to substantively as soon as possible,
- complaints will be responded to in writing within 60 days of receipt (as required in the Act), and the response will include a copy of the Codes,
- complainants are advised in writing that they have the right to refer their complaint about a Code matter to ACMA provided they have first:
- formally lodged their complaint with the licensee, and
- received a substantive response from the licensee and are dissatisfied with this response or did not receive a response from the licensee within 60 days after making the complaint.
A formal complaint or response should be made in writing and can be sent by letter, fax or email to the station. Wow FM’s contact details are at the bottom of this page.
A formal complaint must be clearly marked FORMAL COMPLAINT in the subject line of the letter, fax or email.
Informal complaints and comments lodged by telephone or in conversation will not be considered formal until they are put in writing, although they may still be acted on if they have merit.
The Wow FM board will consider all formal complaints at a board meeting and respond to the complainant to tell them the outcome of the board’s deliberations. If the complainant is not satisfied with our response they can take further action by contacting the ACMA (link to www.acma.gov.au ) in relation to the complaint and how we handled it.
Wow FM will maintain a record of complaints and responses for a period of at least two years from the date of the complaint as part of its board papers. The record of complaints and responses will be made available to ACMA on request.