Complaints Handling & Redress SOP
(Aligned with Malaysia Media Council / Press Council Framework)
1. Purpose
This Complaints Handling & Redress SOP establishes a clear, accessible, and fair mechanism for addressing complaints related to editorial content, in line with anticipated Malaysia Media Council principles of accountability, transparency, and self-regulation.
The objective is to:
• Maintain public trust
• Correct errors responsibly
• Resolve disputes without litigation where possible
2. Scope
This SOP applies to complaints relating to:
• News articles
• Opinion pieces and commentary
• Headlines, visuals, captions, and multimedia
• Alleged inaccuracies, misrepresentation, or ethical breaches
It does not apply to:
• Advertising disputes (handled separately)
• Commercial disagreements unrelated to editorial content
3. Who May File a Complaint
Complaints may be submitted by:
• Individuals directly affected by a publication
• Organisations or institutions referenced
• Members of the public with a legitimate public-interest concern
Complaints must be made in good faith.
4. How to Submit a Complaint
All complaints must be submitted in writing via:
📧 Email: [email protected]
A valid complaint should include:
1. Article title and publication date
2. URL (if applicable)
3. Specific issue(s) being challenged
4. Reason for complaint (accuracy, fairness, ethics, etc.)
5. Supporting evidence (if available)
6. Contact details of the complainant
Anonymous complaints may be reviewed but are not guaranteed formal resolution.
5. Complaint Handling Process
Step 1: Acknowledgement
• All valid complaints are acknowledged within 3 working days
• Complainant is informed of the review process and timeline
Step 2: Editorial Review
• Complaint is reviewed by the Editorial Desk
• Where necessary, the original writer and editor are consulted
• Facts, sources, and editorial judgment are reassessed
Step 3: Decision & Outcome
Possible outcomes include:
• No action (content found accurate and fair)
• Clarification added
• Correction issued
• Right of reply granted
• Content amended or removed (in exceptional cases)
Step 4: Notification
• Complainant is informed in writing of the decision
• Reasons for the decision are explained clearly
Target resolution time: within 14 working days, subject to complexity.
6. Corrections Policy (Operational)
When factual errors are confirmed:
• Corrections are made promptly
• Significant corrections are clearly labelled
• Original publication date is retained, with correction notes added
Corrections are not used to rewrite history, but to maintain accuracy and transparency.
7. Right of Reply
In line with Media Council principles:
• Individuals or organisations subject to serious criticism may be offered a right of reply
• Replies must be factual, relevant, and proportionate
• The publisher reserves the right to edit for length, clarity, and legality
8. Escalation & External Review
If a complainant is dissatisfied with the outcome:
• They may request an internal escalation to senior editorial management
• In the future, unresolved complaints may be referred to an independent Malaysia Media Council, should such a body be formally established
9. Abuse of Process
Complaints that are:
• Frivolous
• Repetitive
• Vexatious
• Intended to harass or intimidate
may be declined, with reasons provided.
10. Record Keeping & Accountability
• All complaints and resolutions are logged internally
• Records are retained for governance and audit purposes
• Data is handled in compliance with applicable privacy laws
Effective Date: January 2026
Status: Mandatory Editorial SOP
