The complaints process

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nav-item link"> <span>Careers</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 21 14" width="14" height="10"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-2"></use> </svg> </button> <ul role="menu" class="menu-children collapse" id="collapse-31654"> <li role="menuitem" > <a href="/about-us/careers" class="nav-subitem" role="menuitem" > <span>Careers</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 21 14" width="14" height="10"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-2"></use> </svg> </a> </li> <li role="menuitem" > <a href="/about-us/careers/legal-advisor" class="nav-subitem" role="menuitem" > <span>Legal Adviser</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 21 14" width="14" height="10"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-2"></use> </svg> </a> </li> </ul> </li> </ul> </li> </ul> </nav> </header> <main id="main">  <section class="element hero-banner" id="the-complaints-process"> <div class="modal complaint-app-container " id="compaints-process-modal" tabindex="-1" role="dialog" aria-labelledby="compaints-process-modal" aria-hidden="true"> <div class="questionnaire-container container "> <div class="inner-container"> <div class="top-strip"></div> <div class="controls-container"> <button class="btn btn-close" data-dismiss="modal"> Close <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#close-burger"></use> </svg> </button> </div> <div class="modal-content typography"> <h6>About the complaints process</h6> <h4>The complaints process is simple but there are a few details you will need before starting a complaint</h4> <h5>1. The process</h5> <ul> <li> <strong>Your data.</strong> We don’t share your data or use it anything apart from your complaint. It is safe and secure. </li> <li> <strong>Time.</strong> Going through the complaints process takes 5 - 10 minutes on average. </li> </ul> <h5>2. What you need</h5> <ul> <li> You need the date, time and channel/station of the broadcast. </li> <li> If you saw it online you can still complain if you have the above details of original broadcast. </li> <li> If you don’t have this information or it’s not about a TV/radio programme go to FAQs (to find out where to send your complaint) </li> <li> If it is an election programme there is a separate process/code </li> </ul> </div> </div> </div> </div> <div class="container"> <div class="row-no-margin"> <h1> <span>The Complaints Process</span> <span class="light-blue">Te Tukanga Kōamuamu</span> </h1> <div class="dash has-buttons"></div> <h5>An outline of how the broadcasting standards complaints process works</h5> <div class="btns"> <button class="btn btn-hero start-vue" onclick="window.dispatchEvent(makeAComplaintEvent)"> <span class="text">Complaints Form</span> <span class="arrow"> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </span> </button> <a href="/complaints/the-complaints-process" class="btn btn-hero-inverse"> The Complaints Process </a> </div> </div> </div> </section> <section class="complaint-form-styles" data-src="complaintformjson/getjsonflat/abfd2069ea551d6b23affb41e5b1112b" data-last-user-position="" > <div class="container"> <script> var complaintAppSettings = { modal: true, pageID: 'ContentPageController_50_3656', loadDataFromStorage: true, autoStart: false, complaintAppJSONURL: 'complaintformjson/getjsonflat/abfd2069ea551d6b23affb41e5b1112b', }; if(typeof makeAComplaintEvent === 'undefined') { var makeAComplaintEvent = null; (function () { if ( typeof window.CustomEvent === "function" ) return false; //If not IE function CustomEvent ( event, params ) { params = params || { bubbles: false, cancelable: false, detail: undefined }; var evt = document.createEvent( 'CustomEvent' ); evt.initCustomEvent( event, params.bubbles, params.cancelable, params.detail ); return evt; } CustomEvent.prototype = window.Event.prototype; window.CustomEvent = CustomEvent; })(); var makeAComplaintEvent = new CustomEvent('makeAComplaintEvent'); } </script> <div id="complaint-app" class="complaint-form-styles"></div> <script src="/_resources/themes/base_complaint_dist/js/chunk-vendors.cf5413fd.js"> </script> <script src="/_resources/themes/base_complaint_dist/js/app.81a88372.js"> </script> </div> </section> <div class="container content-page"> <div class="row"> <aside class="col-md-4 col-lg-3 summary-holder side-bar-nav"> <h5>In this section</h5> <div class="sidebar-nav-parent"> <a href="/complaints" class="no-transform button-title"> Complaints </a> </div> <ul id="sidebar-nav" class="collapse" aria-labelledby="sidebar-nav"> <li class="link "> <a href="/complaints/what-we-cover"> What we cover </a> </li> <li class="current "> <a href="/complaints/the-complaints-process"> The complaints process </a> </li> <li class="link "> <a href="/broadcasting-standards/resources/choosing-a-standard"> Choosing a standard </a> </li> <li class="link "> <a href="/complaints/outcomes-and-remedies"> Outcomes & Remedies </a> </li> <li class="link "> <a href="/complaints/make-a-complaint"> Make a complaint </a> </li> <li class="link "> <a href="/complaints/complaints-that-are-unlikely-to-succeed"> Complaints that are unlikely to succeed </a> </li> </ul> </aside> <div class="col-md-8 offset-lg-1 summary-holder"> <section class="element dnadesign__elemental__models__elementcontent" id="e668"> <div class="container"> <div class="element-content-holder"> <div class="html-content typography"> <h3>Learn how the complaints process works with this short video</h3> <div thumbnail="https://i.vimeocdn.com/video/1932210172-231e112934f54f065df77e9a314e13b40593282affc545fef27ce23d7ee0ee67-d_295x166" class="leftAlone ss-htmleditorfield-file embed" style="width: 782px;"> <iframe src="https://player.vimeo.com/video/1014131461?app_id=122963" width="782" height="441" frameborder="0" allow="autoplay; fullscreen; picture-in-picture; clipboard-write" title="How to complain"></iframe> </div> </div> </div> </div> </section> <section class="element dnadesign__elemental__models__elementcontent" id="e363"> <div class="container"> <div class="element-content-holder"> <div class="html-content typography"> <h3>How to make a complaint about a breach of broadcasting standards</h3> <p>Complaints about TV and radio broadcasts have to go to the broadcaster first – unless they’re about privacy only or election programmes, in which case you can send them straight to the BSA.</p> <p>You need to get your complaint to the broadcaster within 20 working days of the broadcast. If you’re not happy with their response you can refer your complaint to the Authority to review and investigate.</p> <p>Only ‘<a href="https://www.bsa.govt.nz/all-faqs/complaints/">formal complaints</a>’ can go through the BSA process. We explain how the process works below.</p> <p>If you just want to let the broadcaster know your concerns, or if it’s not an issue that can come to the BSA, it will be considered an ‘informal complaint’. Feedback on other things such as programme selection should be made directly to the broadcaster.</p> <p>As an agency that deals with freedom of speech issues, we value feedback. However, harmful communications to BSA staff – such as abusive or offensive comments and harassment – are never acceptable and may result in the Authority declining to determine your complaint.</p> </div> </div> </div> </section> <section class="element broadcasting-practise" id="step-by-step-guide-to-the-complaints-process"> <h3>Step by Step Guide to the Complaints Process </h3> <div class="accordion practise-part" id="broadcasting-practise-parts-accordion-16"> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-52" aria-expanded="true" aria-controls="standard-52" class="collapsed"> <span>Step 1: Identify the TV or radio programme broadcast in New Zealand that you want to complain about including the name, channel, date and time of the broadcast</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-52" class="collapse" aria-labelledby="standard-52" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>If you saw the programme online, you can still complain if you have the above details of the original broadcast on TV or radio, and complain within 20 working days of the original broadcast.</li> <li>If you don’t have this information, or it’s not about a TV/radio programme, see <a href="https://www.bsa.govt.nz/complaints/what-we-cover/">here</a> to find out where to send your complaint.</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-53" aria-expanded="true" aria-controls="standard-53" class="collapsed"> <span>Step 2: Identify the broadcasting standard(s) you believe have been breached, and why </span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-53" class="collapse" aria-labelledby="standard-53" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>Read the relevant broadcasting code and select the standard(s) you think apply, and why.</li> <li>The standards codebook is <a rel="noopener" href="/broadcasting-standards" target="_blank">here</a>.</li> <li>If your concern is about privacy only, you can complain directly to the BSA without first going to the broadcaster. </li> <li>If it’s about an election programme, you can complain directly to the BSA and there’s a separate process/code – see <a href="https://www.bsa.govt.nz/broadcasting-standards/election-code/">here</a>.</li> <li>Make sure you choose the standard that best fits your concerns. You can’t change or add standards later in the process.</li> <li>Need help choosing a standard? See <a href="https://www.bsa.govt.nz/broadcasting-standards/resources/choosing-a-standard/">here</a>.</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-54" aria-expanded="true" aria-controls="standard-54" class="collapsed"> <span>Step 3: Send your complaint to the broadcaster within 20 working days of the broadcast</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-54" class="collapse" aria-labelledby="standard-54" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>Click <a href="https://www.bsa.govt.nz/broadcasters/broadcaster-contact-details/">here</a> for a list of broadcasters and their details/complaint forms.</li> <li>If you want to complain about a breach of the privacy standard only, or about an election programme, you can complain directly to the BSA – click on ‘Make a complaint’ in the banner above or email <a href="mailto:info@bsa.govt.nz?subject=Privacy%20complaint">info@bsa.govt.nz</a>.</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-55" aria-expanded="true" aria-controls="standard-55" class="collapsed"> <span>Step 4: The broadcaster must issue a decision on your complaint within 20 working days, or notify you of an extension of time</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-55" class="collapse" aria-labelledby="standard-55" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <p>They need to:</p><ul><li>give you a written response</li> <li>tell you whether your complaint has been upheld</li> <li>advise you that you can refer your complaint to the BSA if you’re not satisfied with their decision</li> <li>let you know if they need an extension (up to 40 working days from the date of your complaint).</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-56" aria-expanded="true" aria-controls="standard-56" class="collapsed"> <span>Step 5: If you’re not satisfied with the broadcaster’s response, or action taken, you can take your complaint to the BSA within 20 working days of the broadcaster’s decision</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-56" class="collapse" aria-labelledby="standard-56" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>If you didn’t get a response from the broadcaster within 20 working days, you can send your complaint to the BSA within 60 working days of the broadcast.</li> <li>Follow our <a href="https://www.bsa.govt.nz/complaints/make-a-complaint/">complaints process</a> or email <a href="mailto:info@bsa.govt.nz">info@bsa.govt.nz.</a></li> <li>Attach the original complaint and broadcaster’s response (if any). </li> <li>Explain why you’re unhappy with their decision.</li> <li>You can only raise standards addressed in your original complaint.</li> <li>Make sure the BSA receives the complaint within the timeframes stated above.</li> <li>You need to include the name, date, time and channel/station of the broadcast, the code and standards you are complaining under, and your name and contact details.</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-57" aria-expanded="true" aria-controls="standard-57" class="collapsed"> <span>Step 6: The BSA will process your complaint and keep you informed of progress</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-57" class="collapse" aria-labelledby="standard-57" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>When we receive your complaint we’ll contact you and outline the process for making a decision.</li> <li>We’ll ask the broadcaster for a copy of the broadcast and seek comments from them on your complaint. We may also seek further comments from you.</li> <li>Once we have all relevant information, the complaint will be given to the Authority members to consider.</li> <li>Your name will be included in the final published decision. The Authority can consider a written application for name suppression at any time before the decision is released. Name suppression may be granted if there are exceptional circumstances, but this is rare.</li> <li>We’ll keep you updated on progress and when you can expect a decision. For further information about the process go to <a title="FAQs Complaints" rel="noopener" href="https://www.bsa.govt.nz/all-faqs/complaints/" target="_blank">FAQs</a>.</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-58" aria-expanded="true" aria-controls="standard-58" class="collapsed"> <span>Step 7: The BSA will issue a written decision and publish it on its website</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-58" class="collapse" aria-labelledby="standard-58" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>The Authority meets monthly and aims to determine complaints within three months of receiving them. It considers some complaints across two or more meetings if the issues are complex, or where the complaint is upheld and orders are considered.</li> <li>We’ll let you know the outcome of your complaint and get a copy of the decision to you within 20 working days of the Authority’s final determination.</li> <li>The decision will also be published on our website.</li> </ul> </div> </div> </div> <div class="standard"> <button type="button" data-toggle="collapse" data-target="#standard-59" aria-expanded="true" aria-controls="standard-59" class="collapsed"> <span>Step 8: If you disagree with the BSA’s decision, you can appeal to the High Court within one month </span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="standard-59" class="collapse" aria-labelledby="standard-59" data-parent="#broadcasting-practise-parts-accordion-16"> <div class="standard-content typography"> <ul><li>The broadcaster can also appeal. If they do, you’ll be named as the other party but can choose not to take part in the proceedings.</li> </ul> </div> </div> </div> </div> </section> <section class="element pdf-downloads" id="download-a-complaints-guide-various-languages"> <h6>Download a complaints guide - various languages</h6> <div class="row"> <div class="download-card col-md-6 col-lg-4"> <div class="icon"> <picture> <source srcset="/assets/pdficon/Codebook-2022-The-complaints-process_1.png?time=1655784603&title=Codebook+2022+The+complaints+process+1 1x, /assets/pdficon/Codebook-2022-The-complaints-process_1.png?time=1655784603&title=Codebook+2022+The+complaints+process+1 2x" type="image/png"> <source srcset="/assets/pdficon/Codebook-2022-The-complaints-process_1_png.webp?time=1705521203&title=Codebook+2022+The+complaints+process+1 1x, /assets/pdficon/Codebook-2022-The-complaints-process_1_png.webp?time=1705521203&title=Codebook+2022+The+complaints+process+1 2x" type="image/webp"> <img src="/assets/pdficon/Codebook-2022-The-complaints-process_1.png?time=1655784603&title=Codebook+2022+The+complaints+process+1" alt="Codebook 2022 The complaints process 1" width="50" height="72" loading="" > </picture> </div> <div class="download"> <a href="/assets/Uploads/The-complaints-process-v3.pdf" target="_blank">The BSA complaints process</a> <span class="file-details"> <span class="file-type">pdf</span> (185 KB) </span> </div> </div> <div class="download-card col-md-6 col-lg-4"> <div class="icon"> <picture> <source srcset="/assets/pdficon/ExtractPage1-v3.png?time=1656546298&title=ExtractPage1+v3 1x, /assets/pdficon/ExtractPage1-v3.png?time=1656546298&title=ExtractPage1+v3 2x" type="image/png"> <source srcset="/assets/pdficon/ExtractPage1-v3_png.webp?time=1705521203&title=ExtractPage1+v3 1x, /assets/pdficon/ExtractPage1-v3_png.webp?time=1705521203&title=ExtractPage1+v3 2x" type="image/webp"> <img src="/assets/pdficon/ExtractPage1-v3.png?time=1656546298&title=ExtractPage1+v3" alt="ExtractPage1 v3" width="50" height="72" loading="" > </picture> </div> <div class="download"> <a href="/assets/Uploads/Te-Hatepep-Amuamu-o-te-BSA.pdf" target="_blank">Te hātepe amuamu o te BSA</a> <span class="file-details"> <span class="file-type">pdf</span> (199 KB) </span> </div> </div> <div class="download-card col-md-6 col-lg-4"> <div class="icon"> <picture> <source srcset="/assets/pdficon/Chinese.PNG?time=1658369129&title=Chinese 1x, /assets/pdficon/Chinese.PNG?time=1658369129&title=Chinese 2x" type="image/png"> <source srcset="/assets/pdficon/Chinese_PNG.webp?time=1705521203&title=Chinese 1x, /assets/pdficon/Chinese_PNG.webp?time=1705521203&title=Chinese 2x" type="image/webp"> <img src="/assets/pdficon/Chinese.PNG?time=1658369129&title=Chinese" alt="Chinese" width="50" height="72" loading="" > </picture> </div> <div class="download"> <a href="/assets/Uploads/BSA-Complaints-Process_Chinese-v2.pdf" target="_blank">Chinese 汉语</a> <span class="file-details"> <span class="file-type">pdf</span> (279 KB) </span> </div> </div> <div class="download-card col-md-6 col-lg-4"> <div class="icon"> <picture> <source srcset="/assets/pdficon/Samoan.PNG?time=1658369663&title=Samoan 1x, /assets/pdficon/Samoan.PNG?time=1658369663&title=Samoan 2x" type="image/png"> <source srcset="/assets/pdficon/Samoan_PNG.webp?time=1705521203&title=Samoan 1x, /assets/pdficon/Samoan_PNG.webp?time=1705521203&title=Samoan 2x" type="image/webp"> <img src="/assets/pdficon/Samoan.PNG?time=1658369663&title=Samoan" alt="Samoan" width="50" height="72" loading="" > </picture> </div> <div class="download"> <a href="/assets/Uploads/BSA-Complaints-Process_Samoan.pdf" target="_blank">Samoan Gagana Sāmoa</a> <span class="file-details"> <span class="file-type">pdf</span> (121 KB) </span> </div> </div> <div class="download-card col-md-6 col-lg-4"> <div class="icon"> <picture> <source srcset="/assets/pdficon/Hindi.PNG?time=1658369326&title=Hindi 1x, /assets/pdficon/Hindi.PNG?time=1658369326&title=Hindi 2x" type="image/png"> <source srcset="/assets/pdficon/Hindi_PNG.webp?time=1705521203&title=Hindi 1x, /assets/pdficon/Hindi_PNG.webp?time=1705521203&title=Hindi 2x" type="image/webp"> <img src="/assets/pdficon/Hindi.PNG?time=1658369326&title=Hindi" alt="Hindi" width="50" height="72" loading="" > </picture> </div> <div class="download"> <a href="/assets/Uploads/BSA-Complaints-Process_Hindi.pdf" target="_blank">Hindi हिन्दी</a> <span class="file-details"> <span class="file-type">pdf</span> (148 KB) </span> </div> </div> <div class="download-card col-md-6 col-lg-4"> <div class="icon"> <picture> <source srcset="/assets/pdficon/Punjabi.PNG?time=1658369486&title=Punjabi 1x, /assets/pdficon/Punjabi.PNG?time=1658369486&title=Punjabi 2x" type="image/png"> <source srcset="/assets/pdficon/Punjabi_PNG.webp?time=1705521203&title=Punjabi 1x, /assets/pdficon/Punjabi_PNG.webp?time=1705521203&title=Punjabi 2x" type="image/webp"> <img 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class="file-details"> <span class="file-type">pdf</span> (160 KB) </span> </div> </div> </div> </section> <section class="element separator" id="separator">  </section> <section class="element featured-faqs" id="frequently-asked-questions"> <div class="container"> <div class="row"> <header class="block-header"> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 24 24" width="24px"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#faq-icon"></use> </svg> <h5>FREQUENTLY ASKED QUESTIONS</h5> <a href="/all-faqs" class="view-all-link">All FAQ's ›</a> </header> <div class="accordion" id="faqs-accordion"> <div class="faq"> <button type="button" data-toggle="collapse" data-target="#faq-46" aria-expanded="true" aria-controls="faq-46" class="collapsed"> <span>Can I complain about a programme that hasn’t aired yet?</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="faq-46" class="collapse" aria-labelledby="faq-46" data-parent="#faqs-accordion"> <div class="faq-answer"> <p>No. The BSA can only respond to formal complaints about content once it has been broadcast. We can’t take any action before a programme is aired, unless it falls within the BSA’s limited power to stop further programmes in a series.</p><p>If you have concerns about a programme before it airs, these are best directed to the <a href="https://www.bsa.govt.nz/broadcasters/broadcaster-contact-details/">broadcaster</a>.</p> </div> </div> </div> <div class="faq"> <button type="button" data-toggle="collapse" data-target="#faq-51" aria-expanded="true" aria-controls="faq-51" class="collapsed"> <span>Does the BSA deal with complaints about advertisements?</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="faq-51" class="collapse" aria-labelledby="faq-51" data-parent="#faqs-accordion"> <div class="faq-answer"> <p>The <a href="https://www.asa.co.nz/">Advertising Standards Authority</a> (ASA) deals with most advertisements for products, services or organisations on TV, radio, the internet, print and billboards.</p><p>Contact the ASA by email at asa@asa.co.nz or phone 0800 234 357.</p><p>The BSA can consider complaints about ‘promos’ for upcoming programmes, but these must be sent to the <a href="https://www.bsa.govt.nz/broadcasters/broadcaster-contact-details/">broadcaster</a> in the first instance.</p><p>We also consider complaints about <a href="https://www.bsa.govt.nz/broadcasting-standards/election-code/">election programmes</a> (which might appear as short promotional/campaign clips for political parties or candidates, on TV or radio).</p> </div> </div> </div> <div class="faq"> <button type="button" data-toggle="collapse" data-target="#faq-56" aria-expanded="true" aria-controls="faq-56" class="collapsed"> <span>Does the BSA oversee content for on-demand platforms like Netflix, Lightbox, Neon or YouTube?</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="faq-56" class="collapse" aria-labelledby="faq-56" data-parent="#faqs-accordion"> <div class="faq-answer"> <p>We don’t oversee content for on-demand services, apart from certain exceptions:</p><ul><li>Under a special agreement, we deal with content standards and complaints for Neon.</li> <li>We can consider complaints about broadcast content that’s then put online, as long as you can point to the original broadcast and complain within 20 working days of this.</li> </ul><p>Some on-demand providers such as Netflix and Lightbox have signed up to the <a href="https://www.mediacouncil.org.nz/video-on-demand-classifications-code">NZ Media Council VOD Code</a> which sees programmes classified to help people make informed viewing choices.</p><p>On YouTube, if you see content you believe violates the platform’s <a href="https://www.youtube.com/yt/about/policies/#community-guidelines">Community Guidelines</a> you can report it directly to YouTube. More information is available on YouTube’s website <a href="https://support.google.com/youtube/answer/2802027?hl=en">here</a>.</p><p> </p> </div> </div> </div> <div class="faq"> <button type="button" data-toggle="collapse" data-target="#faq-58" aria-expanded="true" aria-controls="faq-58" class="collapsed"> <span>Who deals with complaints about online content of Stuff and NZ Herald or print and newspapers?</span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="faq-58" class="collapse" aria-labelledby="faq-58" data-parent="#faqs-accordion"> <div class="faq-answer"> <p>The <a href="https://www.mediacouncil.org.nz/contact">New Zealand Media Council</a> deals with complaints about the editorial content of newspapers, including their websites, and news and current affairs content on websites of some broadcasters.</p><p>You can phone the NZMC on 0800 969 357 or email info@mediacouncil.org.nz.</p> </div> </div> </div> <div class="faq"> <button type="button" data-toggle="collapse" data-target="#faq-44" aria-expanded="true" aria-controls="faq-44" class="collapsed"> <span>Can the BSA take a programme off air or stop it from airing? </span> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 16 12" width="16"> <use xlink:href="/_resources/themes/base_dist/images/icons.svg#down-caret-1"></use> </svg> </button> <div id="faq-44" class="collapse" aria-labelledby="faq-44" data-parent="#faqs-accordion"> <div class="faq-answer"> <p>The BSA does not generally have the power to cancel programmes or take them off air. In some cases, if we uphold a complaint, we can order that further programmes in a series are not shown, or that a broadcaster can’t broadcast for a time (up to 24 hours for each programme for which a complaint has been upheld). This power is used rarely.</p><p>We cannot generally stop a programme from airing. If you’re concerned about whether scheduled content should be aired, contact the broadcaster.</p><p>Read about <a class="ss-broken" href="https://www.bsa.govt.nz/">what we do</a> and <a href="https://www.bsa.govt.nz/complaints/outcomes-and-remedies/">the orders we can make.</a></p> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </main>  <footer id="site-footer"> <div class="cta"> <div class="container"> <div class="inner-row"> <div class="btns"> <a href="mailto:info@bsa.govt.nz" class="btn btn-inverse">Email us</a> </div> <div class="links"> <a href="tel:0800366996">Call 0800 366 996</a> <a href="//Twitter.com/BSA_NZ" target="_blank">Twitter.com/BSA_NZ</a> </div> </div> </div> </div> <div class="nav"> <div class="container"> <div class="row"> <div class="col-lg-2"> <a href="/" id="footer-logo"> <img src="/_resources/themes/base_dist/images/footer-logo.png" srcset="/_resources/themes/base_dist/images/footer-logo.png 1x, /_resources/themes/base_dist/images/footer-logo@2x.png 2x" alt="Broadcasting Standards Authority"/> </a> <p id="copyright"> ©2024 Broadcasting Standards Authority </p> </div> <div class="col-lg-1"> </div> <div class="col-lg-8"> <div class="row"> <div class="col-md-6 col-xl-3 link-holder"> <a href="/complaints" class='parent-link'>Complaints</a> <a href="/complaints/what-we-cover" class='child-link'>What we cover</a> <a href="/complaints/the-complaints-process" class='child-link'>The complaints process</a> <a href="/broadcasting-standards/resources/choosing-a-standard" class='child-link'>Choosing a standard</a> <a href="/complaints/outcomes-and-remedies" class='child-link'>Outcomes & Remedies</a> <a href="/complaints/make-a-complaint" class='child-link'>Make a complaint</a> <a href="/complaints/complaints-that-are-unlikely-to-succeed" class='child-link'>Complaints that are unlikely to succeed</a> </div> <div class="col-md-6 col-xl-3 link-holder"> <a href="/broadcasting-standards" class='parent-link'>Broadcasting Standards</a> <a href="/broadcasting-standards/broadcasting-code-book-2022" class='child-link'>Broadcasting Standards Codebook </a> <a href="/broadcasting-standards/election-code" class='child-link'>Election Programmes Code</a> <a href="/broadcasting-standards/resources" class='child-link'>Resources</a> <a href="/all-faqs" class='child-link'>FAQs</a> </div> <div class="col-md-6 col-xl-3 link-holder"> <a href="/decisions" class='parent-link'>Decisions</a> <a href="/decisions/all-decisions/category/bsa-decisions" class='child-link'>BSA Decisions</a> <a href="/decisions/all-decisions/category/high-court-appeals" class='child-link'>High Court Appeals</a> </div> <div class="col-md-6 col-xl-3 link-holder"> <a href="/broadcasters" class='parent-link'>Broadcasters</a> <a href="/broadcasters/information-for-broadcasters" class='child-link'>Information for broadcasters</a> <a href="/broadcasters/guidance-for-broadcasters" class='child-link'>Guidance for Broadcasters</a> <a href="/broadcasters/broadcaster-contact-details" class='child-link'>Broadcaster contact details</a> <a href="/broadcasters/other-useful-links" class='child-link'>Other useful links</a> </div> <div class="col-md-6 col-xl-3 link-holder"> <a href="/news" class='parent-link'>News</a> <a href="/news/bsa-news" class='child-link'>News and Media Releases</a> <a href="/news/bsa-panui-bulletin" class='child-link'>BSA Pānui (Bulletin)</a> </div> <div class="col-md-6 col-xl-3 link-holder"> <a href="/research-and-reports" class='parent-link'>Research & Reports</a> <a href="/research-and-reports/research" class='child-link'>Research and Reports</a> <a href="/research-and-reports/public-consultation" class='child-link'>Public consultation</a> </div> <div class="col-md-6 col-xl-3 link-holder"> <a href="/about-us" class='parent-link'>About Us</a> <a href="/about-us/contact-us" class='child-link'>Contact us</a> <a href="/about-us/what-we-do" class='child-link'>What we do</a> <a href="/about-us/who-we-are" class='child-link'>Who we are</a> <a href="/about-us/statutory-reports" class='child-link'>Statutory reports</a> <a href="/about-us/making-an-oia-request" class='child-link'>Making an OIA request</a> <a href="/about-us/careers" class='child-link'>Careers</a> </div> <div class="col-md-6 col-xl-3 link-holder additional-links"> <span class='parent-link'> </span> <a href="/all-faqs" class='child-link'>FAQs</a> <a href="/terms-of-use" class='child-link'>Terms of Use</a> <a href="/privacy-statement" class='child-link'>Privacy Statement</a> <a href="/accessibility" class='child-link'>Accessibility</a> </div> <div class="col-lg-12"> <div class="disclaimer"> <img src="/_resources/themes/base_dist/images/govt-logo.png" srcset="/_resources/themes/base_dist/images/govt-logo.png 1x, /_resources/themes/base_dist/images/govt-logo@2x.png 2x" alt="Broadcasting Standards Authority"/> <div class="disclaimer-content"> <p>The BSA does not handle concerns about advertisements on TV, radio or in print, including magazines and billboards. If you wish to make a complaint regarding any of these, please visit the <a rel="noopener noreferrer" href="https://www.asa.co.nz/" target="_blank">Advertising Standards Authority website</a>.</p> </div> </div> </div> </div> </div> <div class="col-lg-1"> </div> </div> </div> </div> </footer> <script src="/_resources/themes/base_dist/./vendors~app.js?x=1728331532"></script> <script src="/_resources/themes/base_dist/./app.js?x=1728331532"></script> </body> </html>

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The complaints process