This policy only applies to written complaints about editorial content in our publications and the digital services that we control.
Written complaints are defined as correspondence made in writing to:
Commentary made on social media channels, either on public posts or private messages are not written complaints.
Listening to and following up appropriately to complaints is important to us, for accountability and continuous quality improvement. Good complaint handling is one way that we can acknowledge problems when they do occur, and do so in a way that builds trust.
We will do our best to consider if something can and should be done to address a complaint. Decisive and appropriate action on addressing the cause of a complaint is how we build trust in our brand and platform, and also foster a strong relationship with our audience and community.
When handling your complaint we will treat you fairly, courteously and with respect. We ask that complaints be worded in the same manner, and we reserve the right decline consideration of complaints that are abusive or offensive.
How we handle complaints
Complaints will be accepted up to three months from the publication date of item(s) in question.
Complaints must include a link to the relevant webpage, if the complaint is about online material or the publication title, date, page and headline and any other documents that will help us assess said complaint.
Where a response is to be provided, we will aim to reply within 14 days of receipt of the complaint, and handle the complaint with respect to privacy and confidentiality. In making a complaint, you agree to respond promptly to any request for further information. Our complaints process is free of charge, regardless of outcome. If we receive multiple complaints about the same issue we may make one response to all.
If we accept that your complaint is valid, we will seek to remedy the issue as quickly as possible, with a correction or apology on the platform in question.
If at any stage of your complaint we do not hear back from you within 14 days, your complaint will be considered satisfied and closed.
Thank you for loving Aussie hoops! From Kein, Damian and #TeamPnR