Purpose
This policy aims to regulate the process of receiving complaints from followers regarding content produced by The Checker, to ensure transparency, accountability, and the accuracy of the information published by the platform. It also seeks to strengthen public trust in The Checker as a reliable reference for fact-checking.
1. Complaint Submission Channels
The platform provides multiple channels through which users can submit complaints, including:
-
Online Form: A dedicated form on the platform’s website that includes fields for essential complaint details.
-
Email: A dedicated email address for receiving complaints: [email protected]
-
Social Media: Official The Checker social media accounts also receive complaints and comments.
2. Complaint Handling Process
-
Registration & Documentation:
Each complaint is logged into a dedicated database and assigned a reference number for tracking. -
Initial Assessment:
The The Checker team reviews the complaint to assess its seriousness and priority. -
Investigation:
A verification process is initiated based on the complaint’s details. -
Response:
The complainant is notified of the investigation result via the same channel used to submit the complaint — within 72 business hours. If more time is needed, the complainant will be informed. -
Publication:
Any updates resulting from the complaint review are published transparently on the platform.
3. Complaint Handling Standards
-
Confidentiality:
Complainants’ personal information is kept confidential unless they request otherwise. -
Fairness:
All complaints are addressed impartially and objectively. -
Transparency:
The investigation methodology and results are clearly explained to the public. -
Timeliness:
Complaints are addressed within a maximum of 72 hours, with additional time allocated for complex investigations if necessary.
4. Policy Improvement
This policy is periodically reviewed and updated in line with global best practices and audience needs. Suggestions for improvement are welcome and may be submitted through the same complaint channels.
