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Complaint Procedure

This information explains the kinds of complaints Global Ground Media and Global Ground Foundation can deal with. Please read it carefully before you submit your complaint.

What can I complain about?

You can complain about editorial material in print or online including:

  • images (including video and illustrations);
  • articles;
  • multimedia content like maps or infographics;
  • audio material on newspaper and magazine websites;
  • readers’ letters;
  • edited or moderated reader comments on newspaper and magazine websites.

You can also complain about the behaviour of Global Ground Media journalists including:

  • refusing requests to stop taking photographs or asking questions;
  • using hidden cameras or recording devices to obtain material;
  • failing to be sensitive when dealing with cases involving grief and shock;
  • failing to obtain the proper consent before speaking to children or individuals in hospital or similar institutions.

Who can complain?

Anyone can complain about a significant inaccuracy which has been published by Global Ground Media. Or any other act that is inconsistent with our Code of Conduct.

Global Ground Media can take forward a complaint from anyone directly affected by the article or journalistic conduct or their authorised representative.

You can also complain as a representative group and will be asked to explain:

  • Which group you believe has been affected by the alleged breach of the Global Ground’s Code of Conduct;
  • How you are representative of that group;
  • How you believe the alleged breach is significant;
  • How you believe the public interest would be served by Global Ground Media considering the complaint;
  • Global Ground Media will then decide whether to consider the complaint further.

Is there anything Global Ground cannot take complaints about?

  • Publications which were not published by Global Ground Media;
  • Your complaint may not be investigated if it is deemed to be trivial, misconceived, hypothetical, repetitious or otherwise vexatious;
  • We expect everyone involved in making or handling a complaint to treat each other with respect and not use gratuitously abusive or offensive language. If a complaint contains such language, Global Ground Media may invite you to reword your complaint before investigating it. If you do not reword your complaint, Global Ground Media may not investigate it.

If Global Ground Media decides not to investigate your complaint for one or more of the reasons set out above, it will explain to you why.

How can I complain?

You must submit your complaint via email. If you require advice you can contact Global Ground Media and Global Ground Foundation via email before making a complaint.

What should my complaint include?

Your complaint should contain sufficient information to enable it to be investigated, including details of the incident or issue which you are complaining about, the reasons why you are dissatisfied, and any supporting documentation. For complaints about Global Ground Media’s of Global Ground Foundation’s overall obligations, you should specify which obligation you believe has been breached.

The inclusion of these details (or as many of them as possible) is very important. A failure to provide them may mean that we are not able to look into your complaint.

Is there a time limit?

Please complain within 30 days of the publication of the article or behaviour taking place so we can correct it as soon as possible. But at any time you feel we’re not upholding our own standard as set out in the Code of Conduct please let us know.

Your complaint should not exceed 1,000 words. In exceptional circumstances, longer complaints may be entertained. In that case please identify the reasons why your complaint exceeds 1,000 words and provide a one page summary of your complaint.

How long does it take for Global Ground to respond to my complaint?

We aim to reply within 10 working days of receipt of your complaint though some complaints may take longer than others to investigate.

If we receive a number of complaints about the same issue, it may:

  • compile a summary of the range of issues raised;
  • consider them together across the full range of issues identified;
  • send the same response to everyone.

What is the process for dealing with complaints?

Please complain by sending an email in English to info@globalgroundmedia.com with in the subject ‘Complaint’.

Please include the following information:

  • What is the reason for the complaint?
    1. Because of behaviour of journalist or photographer;
    2. Material published in print and/or online.
  • Enter the name of the publication and specify where it was published:
    1. Print;
    2. Online;
    3. Both.
  • Add headline/title/photograph;
  • Add date;
  • Link to article;
  • Specify which clauses of the Code of Conduct have been breached:
    1. General Accuracy;
    2. Accuracy of Sources;
    3. Contributors ;
    4. Third Party Material;
    5. Privacy;
    6. Harassment ;
    7. Intrusion into grief or shock;
    8. Reporting Suicide;
    9. Children;
    10. Children in sex cases;
    11. Hospitals;
    12. Reporting of Crime;
    13. Clandestine devices and subterfuge;
    14. Victims of sexual assault;
    15. Discrimination;
    16. Financial journalism,
    17. Confidential sources;
    18. Witness payments in criminal trials;
    19. Payment to criminals.
  • Specify more in details the reason for breaching this clause;
  • In order for us to be able to contact you about your complaint, we need your name and a working email address.

How will we use your contact information?

We will need to contact you using the email address you have provided. Any contact information you provide will be included on your complaints email. If your complaint is taken forward, the publication will need to contact you in writing.

If I’m not satisfied with the reply, what can I do next?

If you are dissatisfied with the reply, please write back to us via email. We will investigate your complaint and aims to reply within 10 working days of receipt of your complaint though some complaints take longer than others to investigate.

Version: August 2019


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