Complaints Procedure:

The National Pacific Media Trust (NPMT)

The National Pacific Media Trust (NPMT) is committed to providing high-quality broadcast and published content that resonates with the Pacific peoples of Aotearoa. We value audience feedback and take complaints seriously to ensure we maintain the highest standards of integrity, accuracy, and fairness.

This procedure outlines how members of the public can lodge a complaint regarding our broadcast content (Radio/TV) or our published content (Website/Social Media/Print).

1. Our Commitment to Standards

Our content is governed by:

• The Code of Broadcasting Standards in New Zealand: Ensuring radio and television content maintains community standards.

• The NZ Media Council Principles: Governing our written and online published material.

• PMN Editorial Charter: Our internal commitment to independent, accurate, and culturally resonant journalism.

• NPMT Trust Deed: Our foundational document which mandates our service to the Pacific community.

2. Types of Complaints

A. Broadcast Complaints (Radio & Video)

If your complaint relates to audio or video content broadcast on our platforms, it is handled under the Broadcasting Act 1989.

• Timeframe: Complaints must be lodged within 20 working days of the broadcast.

• Grounds for Complaint: You must specify which standard you believe has been breached (e.g., Accuracy, Balance, Privacy, Offensive and Disturbing Content, Children’s Interests).

• Note: Complaints about "Good Taste and Decency" or "Fairness" must be sent to NPMT first.

B. Published & Online Complaints (Articles & Written Content)

As a member of the NZ Media Council, NPMT follows the Council's principles for written content.

• Timeframe: Complaints should be lodged within one calendar month of publication.

• Process: You must first lodge your complaint in writing with NPMT to allow us the opportunity to resolve the matter directly.

3. How to Lodge a Complaint

All formal complaints must be made in writing. To help us process your complaint efficiently, please include:

1. Your Name and Contact Details.
2. Details of the Content: The date and time of the broadcast/publication and the name of the programme or title of the article.
3. The Specific Issue: A clear description of why you believe the content breached a standard or principle.
4. The Standard: (For broadcast) State which Broadcasting Standard applies.

Submit your complaint via:

• Email: complaints@pmn.co.nz

• Post: CEO, The National Pacific Media Trust, Level 4, 2 Osterley Way Manukau, Auckland, 2401.

• Online Form: www.pmn.co.nz/complaints

Note: We welcome written complaints to NPMT in our Pacific Languages if that is your preferred language. We have translators available in the following languages: Cook Island Māori, Niuean, Tongan, Samoan, Fijian, Rotuman, Kiribati, Solomon Islands Pidgin, Tokelau and Tuvalu.

4. Our Internal Process

1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
2. Investigation: The Complaints Officer, in consultation with the Editorial Manager (referencing the PMN Editorial Charter), will review the content against the relevant standards.
3. Decision: We aim to provide a substantive written response within 20 working days (for broadcast) or 10 working days (for Media Council matters).

• If the complaint is upheld, we will outline the action taken (e.g., correction, apology, or staff training).

• If the complaint is not upheld, we will explain the reasons why.

5. Escalation: If You Are Not Satisfied

If you are dissatisfied with our response, or if we do not respond within the statutory timeframe, you may refer your complaint to the relevant external body.

For Broadcast Matters:

Broadcasting Standards Authority (BSA)

• Website: www.mediacouncil.org.nz

• Email: info@mediacouncil.org.nz

• Note: If you are not satisfied with our substantive response, you can lodge a complaint with the council within 10 working days.

6. Transparency and Accountability

In accordance with the NPMT Trust Deed, the Trust remains accountable to the community it serves. Summary reports of formal complaints and outcomes are reviewed by the Board of Trustees to ensure continuous improvement in our service to Pacific audiences.

Tis procedure is current as of March 2026 and is reviewed annually to ensure alignment with New Zealand media law and industry best practices.