**Cherri Radio Complaints Handling Policy**

**Effective Date:** 07/01/2019

Cherri Radio is committed to providing a positive listening experience for all our audience members. We value feedback from our listeners and recognize that complaints can highlight areas for improvement.

This policy outlines our approach to handling complaints efficiently, fairly, and respectfully.

### 1. Purpose

The purpose of this policy is to:

– Provide a clear process for listeners to raise complaints.

– Ensure all complaints are handled in a consistent and fair manner.

– Promote transparency and accountability within our organization.

### 2. Scope

This policy applies to all listeners, partners, and stakeholders who wish to raise a complaint regarding any aspect of Cherri Radio’s operations, including programming, broadcasting quality, staff conduct, and other services.

### 3. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction about a service or aspect of our operations that requires a response. This can include but is not limited to:

– Issues related to content (e.g., inaccurate information, inappropriate material).

– Technical difficulties (e.g., poor sound quality, streaming issues).

– Customer service concerns (e.g., interactions with staff or volunteers).

### 4. Complaint Submission Process

How to Submit a Complaint:

– Listeners can submit complaints via multiple channels:

– Email: [email protected]

– Website: https://www.cherriradio.com/contact/#

– Social Media: Direct messages on our social media platforms are welcome.

**Information Required:**

To ensure an effective response, please provide:

– Your name and contact information (optional but helpful for follow-up).

– A clear description of the complaint.

– Details of any relevant programming or events.

– Any suggestions for resolution, if applicable.

### 5. Handling of Complaints

Acknowledgment: Complaints will be acknowledged within [8am – 5pm, e.g., 48 hours] of receipt.

– Investigation: Each complaint will be investigated fairly and impartially. This may involve speaking with relevant staff or reviewing recordings and documentation.

– Resolution: Once the investigation is complete, complainants will be informed of the outcome within [8am – 5pm, 10 working days]. If a longer time frame is needed, the complainant will be updated accordingly.

### 6. Escalation of Complaints

If a complainant is not satisfied with the outcome, they may escalate their complaint by contacting:

Byron Brennan – Station Manager

[email protected]

This escalation can be done within [8am – 5pm, 10 working days] of receiving the initial outcome.

### 7. Confidentiality

Cherri Radio respects the privacy of all complainants. Information provided will be treated confidentially and will only be shared with those directly involved in the complaint process.

### 8. Monitoring and Review

– We will regularly review complaints to identify trends or areas for improvement.

– Anonymous feedback and ongoing assessments will be used to improve our services and practices.

### 9. Contact Information

For further questions regarding our complaints handling policy, please contact:

Byron Brennan

[email protected]

+61 411565300

Cherri Radio values listener feedback and is dedicated to continuously improving our services. We take complaints seriously and strive to resolve them effectively and efficiently to enhance the overall experience for our community.