Broadcasting Code Review

In May 2012, Ofcom published a consultation to seek out stakeholders’ views on a set of options proposed to help conclude our review of ADR Schemes. We set out our view, based on the evidence available, that the Schemes met most aspects of the approval criteria. In particular, we noted significant improvements in accessibility and efficiency made by the Schemes during the course of the Review. The Review also indicated that reasonable decisions were being reached in over 90% of cases considered by the Schemes.

However, we identified that some aspects of decision making at the Schemes were leading to inconsistent outcomes for consumers in some circumstances, in particular in cases where evidence was lacking and where small awards of compensation might be considered appropriate for poor customer service.

We presented four options to address this issue. These were:

• Option 1: Continue our approval of the Schemes.
• Option 2: Modify the conditions of our approval. This would involve the introduction of a new condition of the approval requiring the Schemes to adopt a set of ‘Decision Making Principles’ including the development of guidelines on awarding compensation.
• Option 3: Ofcom could invite the Schemes to agree between themselves a set of measures to meet the consistency objective.
• Option 4: Withdraw our approval.

Having considered all responses, we have concluded that Option 2 - the introduction of a new condition to the approval requiring the Schemes to adopt a set of ‘Decision Making Principles’ including the development of guidelines on compensation - is the most appropriate way to addressing the issues we have identified in the Review.

Responses

Responder name	Type
Aberkenfig_Bible_Church.pdf (PDF File, 49.4 KB)	Organisation
Absolute_Radio.pdf (PDF File, 73.9 KB)	Organisation
Ainsworth_D.pdf (PDF File, 46.7 KB)	Organisation
Aiston_P.pdf (PDF File, 54.5 KB)	Organisation
Ark_of_Hope.pdf (PDF File, 51.1 KB)	Organisation

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