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Customer Service Charter

NZ Media Council

1. Purpose of This Charter

The New Zealand Media Council (“the Council”) is committed to providing a fair, accessible, and transparent complaints resolution process for the public and to supporting media organisations in upholding high standards of ethical journalism. This Customer Service Charter outlines the level of service the public, complainants, publishers, and stakeholders can expect when engaging with us.

2. Our Commitment to You

We will:

Fairness & Impartiality

  • Treat all parties respectfully, professionally, and without bias.
  • Consider each complaint on its merits using the Media Council Principles.
  • Ensure decision-making is independent of publishers, government, and commercial influence.

Transparency

  • Explain the complaint's procedure, timelines, and possible outcomes.
  • Communicate reasons for decisions in plain, accessible language.
  • Provide guidance on what falls within our jurisdiction and what does not.

Accessibility

  • Offer simple, user-friendly complaint lodgement options.
  • Provide information in formats accessible to diverse audiences.
  • Support complainants to understand requirements and next steps.

Responsiveness

  • Acknowledge complaints and enquiries in a timely manner.
  • Provide updates at key stages of the process
  • Advise if delays occur and explain why

Confidentiality

  • Handle all information in accordance with privacy and confidentiality obligations.
  • Share details only with parties directly involved in resolution.

Continuous Improvement

  • Seek feedback to improve our services.
  • Review processes regularly to ensure efficiency, fairness, and public trust.
  • Publish annual summaries of complaints data and trends.

3. Our Service Standards

We aim to:

  • Acknowledge written enquiries and complaints within 2 working days.
  • Assess jurisdiction and advise the complainant within 5–7 working days.
  • Recommend other jurisdictions if required and hand over contact information.
  • Facilitate the complaint process between complainant and publisher within the expected timeframe (typically 10 working days for responses unless otherwise advised).
  • Update parties at least every 10 working days during an active investigation.
  • Publish Council decisions within 14 working days following adjudication when ever possible

4. Your Responsibilities When Engaging With Us

To help us deliver an efficient and fair process, we ask that complainants and publishers:

  • Provide complete and accurate information including evidence and a clear reference to how the Principles have been breached.
  • Lodge your complaint in your own words.
  • Communicate respectfully and with reasonable conduct when engaging with Council staff and members.
  • Respond within requested timeframes where possible.
  • Engage constructively in resolution steps.

5. Feedback and Complaints About Our Service

We welcome feedback about your experience with the Council.
You may:

  • Ask for clarification or raise concerns about the handling of your matter.
  • Provide suggestions to improve how we engage with the public and publishers.

We will respond to service complaints promptly, independently of your complaint about the media.

6. Review of This Charter

This Customer Service Charter will be reviewed periodically to ensure it remains relevant, effective, and aligned with bestpractice standards for dispute resolution and public service.