We’ll always aim to be thorough and to avoid publishing inaccurate information. But we’re all human. So if we ever do make a mistake, we’ll admit it, correct it and learn from it. That’s why we are happy to be accountable to the independent press regulator, IMPRESS.
We can look into complaints about items we have published which are in our control. We adhere to the Standards Code adopted by IMPRESS and can only deal with complaints which relate to an alleged breach of the standards set out in this Code.
We can only deal with your complaint if you are:
- personally and directly affected by an alleged breach of the Code
- a representative group affected by an alleged breach of the Code, where there is public interest in your complaint
- a third party seeking to ensure accuracy of published information
We are also regulated by IMPRESS, but initial complaints must be made to Phoenix Media Co-operative in writing to phoenixmediacooperative[at]gmail[dot]com . We’ll aim to deal quickly and fairly with all complaints, and make corrections where appropriate. In your email, please express as briefly as possible what you believe the issue to be and what you would like us to do in response. Also, please clearly mark your message as a complaint.
Further details
Please include your name, address, e-mail address and telephone number.
If the complaint is about an article, please include:
- the name and date of the publication, plus the URL.
- URL/Link to any visual or audio element of the complaint.
- a clear reference to (i) any specific words or phrases in the article that are relevant to the complaint; and (ii) any clauses of the Standards Code adopted by IMPRESS (“Code”) that the complainant believes to have been breached
- The desired outcome or remedy sought by the complainant
If the complaint is about a co-op member or contributor, please include:
- the name(s) of the individual(s) being complained about (if known) or any other information which may identify the individual (s)
- a written account of what is being complained about with clear reference made to (i) the nature of the behaviour or conduct being complained about including any relevant times, dates, correspondence or other evidence to support the complaint; and (ii) any clauses of the Code that the complainant believes to have been breached
- The desired outcome or remedy sought by the complainant
Final response
We will aim to acknowledge your complaint by e-mail within 7 calendar days and will normally respond to your compliant with a final decision letter within 21 calendar days. If we uphold your complaint, we will tell you the remedial actions we have taken.
If you are not satisfied with the final response to your complaint, or if you do not hear from us within 21 calendar days of submitting your complaint, then you can refer your complaint to our Independent regulator IMPRESS at the following address:
