THE EDITOR, Sir:
In recent discussion on a radio talk programme, the impression could have been given by callers that the Broadcasting Commission is lax in responding to complaints from the public. This would not be an accurate reflection of how the commission treats with this area of its work.
The commission treats feedback from the public, including complaints, quite seriously. It has established procedures to document concerns and investigate complaints about radio, television and cable operations that fall under its mandate. However, in a few instances of administrative lapse, some complaints are not addressed in a timely manner. Whenever such lapses are detected, the organisation's internal procedures are examined with a view to improving performance.
Last year, the commission resolved 79 per cent of the 135 complaints that were received and investigated. Details are provided in the commission's latest Complaints Report for the period January-December 2004. Such reports are published
biannually as well as annually.
In the period under review, the commission dealt with a wide range of complaints, including issues related to the implementation of addressable systems (cable boxes), free-to-air television exclusive rights to special events such as the Grammy' and NBA, billing disputes and the content of music videos.
A copy of the 2004 Complaints Report has been sent to all broadcasters and cable operators, and is available for viewing on the Broadcasting Commission's website at www.broadcom.org. Hard copies can also be obtained from the commission's offices.
I would like to use this opportunity to remind members of the public that the commission's mandate includes receiving and investigating complaints from the public about the quality of free-to-air broadcast and cable services offered in Jamaica. The standard operational practice of the commission is to make broadcasters and cable operators aware of complaints that concern them at the start of investigations. However, we also strongly recommend that disquiet about those services be first brought to the attention of the management of the relevant station or cable operator.
I am, etc.,
CORDEL GREEN
Executive Director
Broadcasting Commission
