November 14, 2011

PCC survey: Most complainants are happy with service

The majority of people who make a complaint to the Press Complaints Commission are happy with the service, according to the watchdog.

Its latest complainant satisfaction survey for July to September 2011 found:

74 per cent of those who responded said that their complaint had been dealt with by the PCC either ‘very well, well or satisfactorily”
84 per cent said staff were either ‘very helpful, helpful or satisfactory”
84 per cent said they had been kept informed about the progress of their complaint either ‘very well, well or satisfactorily’by staff
70 per cent felt their complaints had been handled ‘very well, well or satisfactorily’

The majority (43 per cent) of people who make a complaint to the PCC are aged between 51-70, followed by the 30-50 age group (40 per cent).

The survey also found that 77 per cent of those who made a complaint between July to September were not actually referred to in the story, and that 51 per cent complained about publications they did not regularly read.

PCC director Stephen Abell said: “We are pleased that the complaints work of the PCC is largely appreciated by those who come to us. More can always be done to improve the service.

‘As the PCC now commits itself to fundamental reform of the self-regulatory system, we also need to ensure that the business of meeting individuals’ complaints continues to be done well.”