(b) relating to the timeframes for responding to the complainant, and resolving the
complaint;
(c) relating to how complaints from physically challenged and illiterate
consumers who are not capable of providing complaints in writing, shall be
addressed;
(d) on the methods of recording and tracking of complaints, together with the
associated responses;
(e) on the duration of storage of records of complaints received and actions taken;
(f) on the retention and production of recordings of any programme which is the
subject matter of a complaint;
(g) on the categories of complaints which the broadcaster is under no obligation
to respond to or complaints considered frivolous, vexatious or an abuse of the
complaint process or from complainants who choose to remain anonymous.
(h) On any other matter as the Commission may from time to time by notice in
the gazette prescribe.
40. Obligations of licensees
(1) A licensee shall—
(a) document its complaints handling procedure;
(b) inform their listeners or viewers at least once a day of the existence of a
complaints handling procedure and how they can lodge a complaint regarding the
broadcast station;
(c) not dispose off broadcast transcripts or recordings related to a complaint so
long as it has not been summarily resolved either by the broadcaster, the
Commission , the Tribunal or the High Court:
Provided that the clause in the licence stipulating the minimum duration that a
licensee shall retain a copy of recordings of broadcasts shall not apply to this
subparagraph; and
(d) on 1st July of every year, submit to the Commission a written report of all