Complaints Handling Policy & Procedure

Maple Publishing Pty Ltd (ABN: 51 676 510 839)

Introduction

At the Australian Over 50s Living & Lifestyle Guide, we are committed to upholding the Australian Press Council’s Principles and Standards. We acknowledge that there may be occasions when readers feel these standards have not been met. This document outlines our process for handling such complaints, which applies to all our content, including print, digital, social, video, and podcasts.

Making a Complaint

Eligibility: Any person, organisation, or body can lodge a complaint. There is no fee for submitting a complaint or for our investigation.

Contact Methods:

Email: Send your complaints to editor@ao50.com.au
Mail: Australian Over 50s Living & Lifestyle Guide, PO Box 810, Helensvale, QLD 4212

Required Information: To ensure a thorough investigation, please provide the following details:

For print: Publication name, date, page, and article title or news story.
For online content: A link to the concerned webpage, video, podcast, or social media post.
A detailed description of the complaint.
Complainant’s name and contact information.

Handling Your Complaint

Acknowledgment: We aim to acknowledge receipt of your complaint within two working days.

Investigation: We will commence our investigation within seven working days. We reserve the right to decline investigations of abusive or offensive complaints.

Response Time: We aim to respond to all complaints within 28 days of receiving all necessary information. If additional information is required, you will be contacted, and a response is expected within 21 days. Failure to respond will result in the complaint being considered concluded and the investigation closed.

Resolution of Complaints

Actions: If your complaint is found to be valid, we will take appropriate action, which may include an apology, correction, publication of balancing materials, removal of digital content, or a combination of these actions.

Notification: You will be formally notified in writing of the results of our investigation within seven days of reaching a conclusion, typically within 28 days of receiving the complaint and all relevant information.

Appeal Process

External Review: If you are unsatisfied with the outcome of our internal investigation, you may escalate your complaint to the Australian Press Council. We will cooperate fully with the Council should it decide to investigate your complaint. More information can be found on the Council’s website at www.presscouncil.org.au.

Effective July 1, 2024, this Complaints Handling Policy supersedes all previous versions.