BBC announces reform of complaints procedures

An emphasis on greater transparency, objectivity and accountability underpins newly announced and radical reforms in the way the BBC will deal with complaints.
New streamlined procedures will make it easier for the public to make a complaint and obtain, where appropriate, a speedy correction.
There will be two routes to make a complaint and a straightforward two stage appeals process.
A new Code of Practice will ensure that the public know the standards to expect when they complain.
A new online site, bbc.co.uk/complaints, is to be established, informing the public on complaints received and action taken, and to publish corrections.
The Board of Governors is to strengthen its oversight of the process by appointing a new Head of Complaints (Governance), reporting directly to the Governors, who will monitor the effectiveness of the complaints processes.
Announcing the reforms, Mark Thompson, BBC Director-General, said: "The reforms we are announcing today mark a different attitude from the BBC towards complaints. We want to begin with the presumption that the licence payer is right, not wrong.
"There will be a greater willingness at the BBC to admit mistakes and, where appropriate, put things right."
BBC Chairman Michael Grade said: "The reforms announced today are part of a programme of change to improve the BBC's accountability to licence payers.
"The changes mean greater objectivity, fairness and transparency when the BBC receives a complaint.
"The Governors will review these new arrangements from time to time to ensure they meet expectations."
The announcement follows a three-month review of complaints handling, led by Deputy Director-General Mark Byford.
The review has taken into account recommendations made by the Neil Report, published last month.
(GB)