How to Make a Complaint

If you have a complaint about anything you’ve read in The Hobart Magazine, or on our website or social media feeds, please contact us in writing via editor@thehobartmagazine.com.au. Comments made via social media or text messages are not considered written complaints. Handling complaints about the work that we produce is very important to us. It keeps us accountable and helps us to continually improve our offering. Effective complaints handling lets us acknowledge problems if, and when, they occur, and remain a trusted source of information. Our complaints handling procedures are shared with all staff and they are required to be familiar with them. Our response to complaints aims to be proportionate, professional and timely and focus on resolving any matters in a respectful way.

Prompt Acknowledgement

We are a small, independent publisher of community interest journalism. Not every complaint needs an elaborate response but every complaint needs to be acknowledged. Some complaints will simply be because a reader wants to be heard or present a counter argument. We will apply a ‘common-sense’ approach to proportionate complaints handling – sometimes this will be no more than an automated response acknowledging it has been received, other times it may be a detailed engagement.

Assessment

We will assess the complaint against the editorial guidelines. If required, we will refer the matter for an independent review. If it is apparent that our guidelines have been breached we will address the complainants feedback either via return correspondence or a printed correction, depending on the complaint.

Further Action

If you feel our response is not satisfactory, you can refer your complaint to the Australian Press Council at www.presscouncil.org.au/complaints-form/

Editorial Guidelines

We abide by the Australian Press Council Statements of Principles  as outlined below.

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