HOW TO MAKE A COMPLAINT
What is a complaint?
UTV receives comments and appreciations about many issues but generally Considers a complaint to be a criticism which expects a reply and would ideally like Things changed, even if we are unable to respond as the complainant might wish. It isn’t possible to define the difference precisely, but the UTV reserves the right to
Treat correspondence as a comment rather than a complaint where appropriate.
The first opportunity to provide resolution for the complaint should be given to the UTV and if dissatisfied they can escalate the complaint to the Authority or Tribunal. The complainant should as well retain a copy of every correspondence exchanged between complainant and UTV. The complainant has an option to forward a copy of the complaint to the Authority for Information purposes if he/she so wishes;
An Aggrieved Person Can Lodge A Complaint In Either English Or Kiswahili Through Through our Contact Page
ALL COMPLAINTS FROM THE PHYSICALLY CHALLENGED OR CONSUMERS THAT MAY LACK LANGUAGE AND/OR WRITING SKILLS AND MAY NOT BE CAPABLE OF PROVIDING COMPLAINTS IN WRITING SHALL BE ADDRESSED EQUALLY ON NEED BASIS. IE A SIGN LANGUAGE INTERPRETER WILL BE PROVIDED.
TURN AROUND TIME
In the event that the complainant is not satisfied with the resolution of the complaint Provided by UTV Viewer Trust, including but not limited to instances where the UTV Viewer Trust fails to respond to the complaint within a maximum period of 45 working days from the date of lodging the complaint; the complainant shall refer the complaint to The Authority or Tribunal.
A COMPLAINANT IS ADVISED TO RETAIN A COPY OF EVERY CORRESPONDENCE EXCHANGED BETWEEN THE COMPLAINANT AND UTV.
(For details that need to be submitted when lodging a complaint find the attached form which is also available online)
Complaints Framework: General Criteria and Principles
The UTV viewer Trust upholds standards and represents the interests of THE VIEWER and full details of the complaints procedures are available on the UTV website. When handling your complaint we will treat you courteously and with respect. We expect you to show equal courtesy and respect towards our staff
What does the UTV do with a complaint?
The UTV’s Complaints Management Board meets monthly to review issues arising from complaints, UTV Viewers Trust Services findings and other broadcasting developments. Chaired by the Chief Complaints Advisor it is made up of senior executives and ensures lessons are learned and fed into UTV Editorial Guidelines and compliance processes. It reports to the UTV’s Editorial Standards Board. The UTV Viewers Trust Services is the UTV’s governing body which holds the Executive to account and represents the interests of the viewers. It monitors editorial standards, compliance and complaints handling.
How does the UTV act on complaints?
We analyze all complaints overnight and also take into account other reaction, audience research and UTV Editorial Guidelines. People have different views or expectations about programmes which can differ from our editorial standards or the public service obligations we must meet. So our reply to a complaint may not always be what someone might wish. But if we get something wrong we will apologize and, if necessary, take steps to avoid it happening again.
What happens if I opt not to ask for a reply?
Your complaint is normally still circulated to UTV staff to read in our overnight report of reaction.
Do the numbers of complaints make a difference?
No. We are always concerned about high numbers, but what matters is whether the complaint is justified and the UTV acted wrongly. If so we will apologize. If we do not believe we breached our public service obligations or Editorial Guidelines we will explain why.
What if I remain dissatisfied with the UTV’s reply?
You should re-contact us in writing within 20 working days quoting any case number and explaining why. You may be able to take the issue to stage 2 and if so we will explain how. This is normally either to the independent Editorial Complaints Unit or higher management.
What does the UTV publish about complaints?
We publish public responses to issues of wide audience concern if they cause significant numbers of complaints or raise a significant issue. We do not publish public responses to every single complaint.
Expedited Complaints Procedure
- The Expedited Complaints Procedure may be used at any stage of the UTV’s Complaints Procedures, whether by UTV Audience Services or the relevant UTV Department responding to a complaint; the Editorial Complaints Unit (ECU) or the Relevant UTV Division or the UTV viewer Trust.
- The UTV Executive and the Trust may use this Procedure only where a Complainant has a history of persistently or repeatedly making complaints which:
(a) Are trivial, misconceived, hypothetical, repetitious or otherwise vexatious;
(b) Fail to raise an issue of breach of any relevant Guidelines or Policies (eg in the case of an editorial complaint, the Editorial Guidelines; in the case of a fair trading complaint, the Fair Trading Policies and Framework);
(c) Use gratuitously abusive or offensive language;
(d) Are shown on investigation to have no reasonable prospect of success; or
(e) After rejection of the complaint at an earlier stage (eg Stage 1), are persistently and repeatedly appealed unsuccessfully to the next stage (eg Stage 2).
- If one of the conditions in paragraph 2 above is met, the UTV Executive or the Trust may determine that the complainant should, for a specified period of time, be subject to the following Procedure:
(a) The complainant should be notified in writing that the Expedited Complaints Procedure will be applied to their future complaints.
The Notice Includes The Following Information:
(i) A copy of this Procedure (via a web link or in hard copy);
(ii) The reasons why this Procedure is being applied;
(iii) For how long this Procedure will be imposed (the maximum Limit is two years); and
(iv) That the complainant may request an appeal – over the decision to apply this Procedure – to the UTV Viewers Trust Services within 20 working days of being informed of that decision.
(b) After the complainant is notified that this Procedure will apply, his/her future complaints must continue to be read and treated in the Following way:
(i) If a future complaint meets any of the conditions in paragraph 2 above, the complaint does not require
Acknowledgement and it may be rejected without notifying the complainant or providing any Reasons; or
(ii) If a future complaint does not meet any of the conditions in paragraph 2 above, and in fact raises an issue of breach of any relevant Guidelines or Policies, that complaint should be investigated in accordance with the usual Complaints Procedure that applies.