Complaints report
Since September, 13 complaints from St Catharines, Sudbury, Calgary, Toronto, Windsor, Ottawa, and Merritt B.C. have been filed about issues including inaccuracy, lack of balance, misleading language or information and use of language.
One complaint was abandoned, three were declined because of a stale date or repeat issue, and four were dismissed after investigation by staff showed no breach of journalistic standards. Five are still under investigation.
Of the 61 phone calls logged, 37 were about newspaper delivery issues. Calls come from cities across Ontario, Alberta, and Saskatchewan, which may be a good sign that papers are carrying NNC membership information!
Many of the calls we receive are complaints from readers. They are unhappy about children in a photo of the Trailer Park Boys whiskey launch, or the protest over the baseball team from Cleveland’s name, or the anniversary coverage of the photo the young Kurdi washing ashore. One caller doesn’t want murder stories on the front page, and another complained about an inaccurate headline. Each of these calls is welcomed as an opportunity to serve our members by explaining how the media works.
Other calls are about what readers want in their paper. The list is as diverse as the public: more NASCAR, Sunshine Girls, and stories about special or personal causes, local veterans, WikiLeaks, or hydro rates.
We’ve been asked to prevent publishing of “far right” opinion, to supply the dates of the Panama Papers series, to fix a bar code that was scanning the paper at the wrong price, and to put in a holiday stop for a subscriber. Credit for good humour goes to the woman who complained to us that after moving to a retirement home, she got the refund on her subscription balance in the form of a cheque to her estate.
Obviously we can’t please all callers, but we do our best to offer readers education and information.
- Patricia Perkel, Executive Director and Complaints Co-Ordinator