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Processing complaints: Refram publishes toolbox

posted on 05 February, 2013   (public)

On 29 January 2013, the Network of French-speaking media regulatory authorities (REFRAM) published a toolkit on how to process complaints - a mission at the core of the daily work of regulatory authorities. It is intended to help members of the network by providing them with guidelines to process and analyse complaints.

Based on various best practices gathered in the francophone world, this first toolkit presents and develops some key elements and retraces the main steps in the processing of a complaint.

Created in 2007, this platform comprises 28 media regulatory authorities and is currently chaired by the CSA of the French speaking Community of Belgium. The Organisation internationale de la Francophonie (OIF) has been granted observer's status.

Source: Website of the Belgian CSA