Referring a complaint is when you ask the BSA to investigate and review a complaint you have made to a broadcaster because you are not happy with the broadcaster's decision or the action they have taken.
Choose this option ONLY if you have already made a formal complaint to a broadcaster and have received a decision from them that you are not happy with, or have not received a decision within the time allowed for a reply – which is 20 working days from the time they receive your formal complaint.
If you have received a decision from the broadcaster and are unhappy with it, you will need to refer your complaint to the BSA within 20 working days of receiving the broadcaster's decision.
If you have NOT received a decision, you must refer your complaint to the BSA within 60 working days of the broadcast.
Note that in certain cases broadcasters may ask for additional time, especially if your complaint is a complex one. They may request an additional 20 days, giving them a total of 40 working days to respond to your complaint. They are allowed to do this so long as they inform you within the original 20 working day period that they are exercising this right.
The best thing is to explain as clearly as you can exactly why you were unhappy with the broadcaster's decision. However, what you choose to say will depend on why you are referring the complaint to us for review.
You can refer your complaint by writing to us.
It is most useful if you can send us:
Post it to the BSA, Attention: Legal Manager, PO Box 9213, Marion Square, Wellington 6141.
You can refer your complaint online, using the form below.