We always aimed to be thorough and to avoid publishing inaccurate information. But if we ever did make a mistake, we’ll admit it, correct it and learn from it. That’s why we were happy to be accountable to the independent press regulator IMPRESS from 2021 to 2023.
We can look into complaints about items we have published which are in our control. We are no longer regulated by IMPRESS but still adhere to the Standards Code adopted by IMPRESS and when possible will 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
Complaints must be made to Phoenix Media Co-operative in writing to PhoenixMediaCooperative[at]pm[dot]me . 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. 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
We will aim to acknowledge your complaint by e-mail within 60 calendar days and will normally respond to your compliant with a final decision letter within 70 calendar days. If we uphold your complaint, we will tell you the remedial actions we have taken.