The Βι¶ΉΤΌΕΔ has today (Friday, 21 July) published the Terms of Reference for the review of the Βι¶ΉΤΌΕΔ’s policies and processes regarding non-editorial complaints. This follows the recent case regarding a complaint about the behaviour of a Βι¶ΉΤΌΕΔ presenter.
The review will be led by Βι¶ΉΤΌΕΔ Group Chief Operating Officer Leigh Tavaziva. The work will be undertaken by Deloitte, under the direction of Simon Cuerden, Partner.
The review will commence in July 2023 and will be completed by late autumn.
Terms of Reference
Objective and scope
The objective of the review is to assess the effectiveness of the current Βι¶ΉΤΌΕΔ policies and processes regarding non-editorial complaints and allegations (complaints) which come into the Βι¶ΉΤΌΕΔ.
The review will cover complaints received by the Βι¶ΉΤΌΕΔ Public Service or World Service in the UK. It will not cover the editorial complaints process. Areas of the Βι¶ΉΤΌΕΔ not currently within scope, e.g. Βι¶ΉΤΌΕΔ Studios, will be considered for assessment as part of the action plan from this review.
Approach
The review will be led by the Βι¶ΉΤΌΕΔ Group Chief Operating Officer, Leigh Tavaziva. The work will be undertaken by Deloitte, under the direction of Simon Cuerden, Partner, in order to provide an impartial and objective assessment. Board oversight will be provided by Sir Nick Serota, Senior Independent Director of the Βι¶ΉΤΌΕΔ. The review will commence in July 2023 and will be completed by late autumn.
The review will comprise the following steps:
i. Identify all the routes into the Βι¶ΉΤΌΕΔ where different types of non-editorial complaints may be made (the routes) and the relevant Βι¶ΉΤΌΕΔ policies and processes (processes) that are applied in handling these complaints.
ii. Assess the identified routes and processes. This will cover the processing and handling of different types of complaints including: receipt and triage, escalation, evidence gathering, co-ordination between business units, roles and responsibilities, governance and oversight.
iii. Gather specific learnings on the processes deployed in the recent presenter case.
iv. Identify areas of weakness relating to the complaints routes and processes. Develop prioritised actions for improvement.
v. Set out the findings of the review and management’s key remedial action plan to be implemented.
Βι¶ΉΤΌΕΔ Press Office