Complaint Handling

COMPLAINTS HANDLING PROCEDURES (AS PER CA GUIDELINES)

Chuka University Radio is committed to upholding high broadcasting standards and adhering to the Communications Authority of Kenya (CA) directives on content regulation. We value listener feedback and have established a structured Complaints Handling Procedure to address concerns efficiently and transparently.

How to Submit a Complaint

Listeners can submit complaints through the following channels:

All complaints should be submitted in written format for proper documentation and follow-up.

Information to Include in a Complaint

  • ✔ Full Name & Contact Information (Email & Phone Number)
  • ✔ Date & Time of the Broadcast in question
  • ✔ Details of the Complaint (Specify the program, presenter, or content issue)
  • ✔ Nature of the Complaint (e.g., content accuracy, bias, ethical concerns, offensive material, misleading information, etc.)
  • ✔ Preferred Resolution (Clarification, Retraction, Apology, or any corrective measure desired)

Providing all relevant details ensures that complaints are processed quickly and effectively.

Complaint Resolution Process

  • 📝 Step 1: Acknowledgment
    • Complaints are officially acknowledged within 48 hours of submission.
  • 🔍 Step 2: Review & Investigation
    • The matter undergoes an internal review conducted by the station’s editorial and management team within 7 working days.
  • 📢 Step 3: Response & Resolution
    • The station provides feedback within 14 working days after the review is completed.
    • If necessary, corrective actions such as clarifications, retractions, or apologies are issued.
  • ⚖ Step 4: Appeals & Further Escalation
    • If the complainant is not satisfied with the resolution, they may escalate the issue to the Communications Authority of Kenya (CA).

Contact for Further Assistance

For unresolved complaints, listeners can escalate their concerns to the Communications Authority of Kenya (CA):

Chuka University Radio is committed to fair broadcasting and ensuring that all content meets regulatory and ethical standards. We appreciate listener feedback as it helps us improve and maintain credibility.