Complaint Handling Policy

Northern PR Services is committed to act to the highest standards of journalism practice. 

We operate in the understanding that the quality of information presented to the public affects the quality of debate in the community.

Complaints against accuracy, ethics, presentation and content are taken seriously.   

Otherwise, we encourage feedback to help us set editorial priorities and practises.

Complaints:

You can lodge a complaint, compliment or comment online at admin@i-q.net.au

Your submission will be acknowledged within 24 hours and you will be provided with a reference number.

You can call for help to register a complaint. That number is 0417 623 156.

If English is not your language and you need to access a telephone interpreter, please call TIS National on 131 450 for the cost of a local call. Special nationwide telephone conference call facilities allow a three-way conversation between the English-speaking and non-English-speaking (NES) parties and the TIS National Interpreter. More information about TIS is available here: https://www.tisnational.gov.au/. It is also possible to lodge your written complaint in the language you are most comfortable with.

What we will need to know:

To help us address your complaint:

  • Let us know as accurately as possible the date of publication of the article. 
  • The content of the article which was found to be inaccurate or offensive and what iQ editorial policies it contravened.
  • How was the article presented: audio, video or in print.
  • Under what masthead did it appear.
  • Was it on EDM or Social Media
  • We’ll need your contact details please. These will be maintained in line with legal requirements. In the majority of cases, anonymous complaints will not be acted upon.

Our expectations are that staff are treated with respect and courtesy at all times. This is also our offer to all correspondents.

What will happen with your complaint

We are conscious our professional activities reflect the community we operate in and are responsive to change. 

Complaints of a personal taste or preference will be raised and debated in our daily editorial meetings. The media is by its nature a conservative institution and change is usually by degree. That said, we understand that we can always be educated and welcome any reasonable feedback. 

If the complaint is a matter against accuracy or offensive reporting, we will investigate on the same day and attempt to respond within 24 hours with an appropriate written and published correction or apology. 

The response will be more effective if we are contacted as close as possible to the time of the article being published. The response, as much as possible, will occur in the same forum and to the same audience as the article found to be offensive. 

Complaints need to be received within six weeks of publication.

Complaints regarding our journalists’ ethics or editorial standards (refer to editorial guidelines) will be first addressed by the Managing Editor. We will write to you within seven days of the complaint being made to explain our response. 

If it is not resolved, the complainant can be referred to the Australian Press Council (APC) and the Australian Communications and Media Authority (ACMA).  

The Australian Press Council was established in 1976 and is responsible for promoting good standards of media practice, community access to information of public interest, and freedom of expression through the media. 

The Press Council is also the principal body with responsibility for responding to complaints about Australian Newspapers and associated digital outlets.

The regulating body is The ACMA. This is an independent statutory authority which regulates communications and media services in Australia. 

Among others, The ACMA looks into complaints and problems and takes action when rules,  for example laws pertaining to discrimination and vilification, are being o.

Part of that brief covers content.

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