| Complaints
Handling of Complaints
During the period from September 2003 to August 2004, the Authority
processed a total of 1,624 cases17 (3,974 complaints17)
about the services of broadcasters. Of these, the Commissioner for
Television and Entertainment Licensing handled 1,577 cases (2,916
complaints) under delegated power. These complaints were related
to breaches of a minor nature, or allegations which could not be
substantiated or were outside the ambit of the Authority. The remaining
33 cases (1,044 complaints) were referred to the Complaints Committee.
54.5% of all cases referred to the Complaints Committee were about
domestic free television programme services, 18.2% were about sound
broadcasting services, 15.2% were about domestic pay television
programme services and 12.1% was about domestic free and pay television
programme services (Please refer to Figure 35). Of these 33 cases,
the Authority decided that 32 cases (726 complaints) were substantiated,
amounting to a substantiation rate of 97.0%.
Nature of complaints
In relation to the 32 substantiated complaints dealt with in the
year under review, 23 cases (71.9%) were about programmes or programme
promos while 9 cases (28.1%), advertisements. Most of the substantiated
complaint cases were about the broadcast of material unsuitable
for children, denigration and misleading advertising claims. In
response, the Authority issued 24 advices, 13 strong advices, 2
warnings and 1 financial penalty. A breakdown of the decisions of
the Authority on complaints dealt with by the Complaints Committee
in 2003 - 2004 and the accumulative figures for the period from
March 1990 to August 2004 are at Figures 36 and 37.
17This figure includes 14 complaints
which were referred to OFTA for investigation.
Figure 34
Figure 35
Figure 36
Decision of the Broadcasting Authority on Complaint Cases
dealt with by the Complaints Committee (Sep 2003 - Aug 2004)
| Decision of the Broadcasting
Authority |
ATV |
TVB
|
HKCTV |
PCCW
Media |
Galaxy |
Starvision+ |
CR |
Metro |
RTHK |
Total |
| No Further Action |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
1 |
1 |
| Attention be drawn to the relevant provisions |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Advice |
3 |
15 |
2 |
0 |
2 |
0 |
2 |
0 |
0 |
24 |
| Strong Advice |
3 |
4 |
4 |
0 |
0 |
0 |
2 |
0 |
0 |
13 |
| Warning |
0 |
1 |
0 |
0 |
0 |
0 |
1 |
0 |
0 |
2 |
| Serious Warning |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
0 |
| Financial Penalty |
0 |
0 |
1 |
0 |
0 |
0 |
0 |
0 |
0 |
1 |
| Total |
6 |
20 |
7 |
0 |
2 |
0 |
5 |
0 |
1 |
41* |
* These 41
decisions were related to 33 complaint cases processed in 2003-2004.
+ Formerly Hutchvision.
Figure 37
Decision of the Broadcasting Authority on Complaint Cases
dealt with by the Complaints Committee (Mar 1990 - Aug 2004)
| Decision of
the Broadcasting Authority |
ATV |
TVB |
HKCTV* |
PCCW Media+ |
Galaxy |
Starvision@ |
CR |
Metro |
RTHK# |
Total |
| No Further Action |
68 |
66 |
9 |
0 |
0 |
1 |
2 |
2 |
2 |
150 |
| Attention be drawn to the
relevant provisions |
13 |
9 |
3 |
0 |
0 |
0 |
2 |
1 |
0 |
28 |
| Advice |
112 |
121 |
19 |
2 |
2 |
5 |
28 |
14 |
24 |
327 |
| Strong Advice |
95 |
79 |
32 |
1 |
0 |
1 |
29 |
27 |
1 |
265 |
| Warning |
49 |
32 |
21 |
0 |
0 |
2 |
15 |
18 |
2 |
139 |
| Serious Warning |
27 |
26 |
10 |
0 |
0 |
1 |
4 |
20 |
0 |
88 |
| Financial Penalty |
11 |
11 |
4 |
0 |
0 |
0 |
1 |
2 |
0 |
29 |
| Total |
375 |
344 |
98 |
3 |
2 |
10 |
81 |
84 |
29 |
1026 |
@ Formerly Hutchvision.
* HKCTV (formerly Wharf Cable) commenced
its services in October 1993 and the figures are for the period
Oct 1993 - Aug 2004.
+ PCCW Media Limited (formerly PCCW VOD
Limited ) commenced its services in Mar 1998 and the figures are
for the period Mar 1998 - Aug 2004.
# The BA started to handle complaints against
RTHK radio & television programmes in Nov 1995 and the figures are
for the period Nov 1995 - Aug 2004.
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