Complaint Policy August 2018
This procedure applies to complaints about the policies, procedures, and actions of Ocean Road Magazine’s
editorial staff. We welcome complaints as they provide an opportunity for improvement.
Complaints should be sent to Editor firstname.lastname@example.org
A complaint should not be made based on a simple disagreement with a decision we made or something we
published. A complaint should be made when one feels that a severe misjudgement or a failure of process
occurred (a long delay, a rude response, etc.).
Complaints will be acknowledged within three working days and a full response will be given within four weeks. If
a full response cannot be given within four weeks, an interim response will substitute it until the final response.
All complaints sent to the email provided will be directed towards the editor with the issue under discussion.
Should his/her response leave the complainant unhappy, the complaint will be forwarded to the series editor.
Should the series editor’s answer also be unsatisfying, it will be further on directed to the managing editor whose
decision will be final.
If the complainant has exhausted all internal processes and is still unhappy he or she can complain to the
Australian Press Council (https://www.presscouncil.org.au/making-a-complaint/) which will consider complaints
against editors once a publisher’s internal procedures have been exhausted.
Editorial Code of Conduct Professional Conduct Policy August 2018
This policy applies to Ocean Road Magazine Pty Ltd and its editorial employees.
Editorial employees means full-time, part-time, fixed term and casual employees and also contractors,
contributors, consultants, freelance photographers, interns and volunteers.
1.0 Accuracy and Reporting
1.1 The Publication should take reasonable steps to ensure reports are accurate and not misleading.
1.2 The Publication is free to editorialise, campaign and take stances on issues provided all reasonable steps to
fulfil the requirements of 1.3 and 1.4.
1.3 Comment, conjecture and opinion are acceptable in reports to provide perspective on an issue, or explain the
significance of an issue, or to allow readers to recognise what the publication’s standpoint is on the matter being
1.4 However, this does not allow us to knowingly publish inaccurate or misleading information and publications
should correct significant inaccuracies or misleading material once they have been recognised as detailed
in Section 2.0 – Mistakes.
1.5 Try always to tell all sides of the story when reporting on disputes and with such stories, reasonable steps
should be taken to contact adversely named parties.
1.6 Journalists should rely only on credible sources.
1.7 Direct quotations should not be altered except to delete offensive language, protect against defamation, or to
make minor changes for clarity.
1.8 Plagiarism is theft.
1.9 Information sourced from social media should be verified for accuracy. Editors should be informed of images
sourced from social media sites.
1.10 Images prepared for publication should meet the guidelines of the Photographic Enhancement and
Manipulation policy, outlined below in Section 15.0 of this policy.
2.1 Subject to legal advice, a correction or other adequate remedial action should be provided promptly if
published material is significantly inaccurate.
2.2 Ocean Road Magazine supports self-regulation of the publishing industry and annual print runs are CAB
audited through Audit Media Association of Australia.
3.1 Editorial employees should not use false names when representing Ocean Road Magazine.
3.2 Employees should not try to obtain information, photographs or video by deception.
4.0 Confidential sources
4.1 A promise of confidentiality to a source must, of course, be honoured. However, editorial employees should
be aware of the possible consequences. For example, a judge may order the source to be identified. Defiance of
this order could lead to conviction for contempt of court, with the consequence of being imprisoned or being
sanctioned with a heavy fine.
4.2 Before providing any entertainment, meals or other hospitality to any confidential source, employees should
refer to Section 9.0 – Personal Gain, Gifts to ensure they comply with its clauses.
5.0 Payment for information
5.1 Payment should not be made for interviews or information. If a request for payment or other reward or
compensation is made, agreement must not be given without the approval of the Editor and the most senior
Ocean Road Magazine executive who has oversight of the Editor (or the most senior executive’s authorised
5.2 The same requirement applies to payments to criminals and their families and associates, witnesses in
criminal proceedings and their families and associates.
6.0 Conflict of interest
6.1 A conflict of interest arises when personal interests or divided loyalties interfere with the ability to make
sound, objective business decisions on behalf of the company. Staff may join and participate in lawful political or
community organisations or activities but must avoid potential conflicts of interest with their employment.
6.2 Employees as defined by this policy must report as soon as possible potential personal conflicts of interest to
the Editor or Managing Editor (or their authorised nominee). Failure to notify them may result in dismissal.
6.3 Any employee wishing to perform paid or unpaid work for a rival media outlet must receive written approval in
advance from the Editor.
7.0 Financial Reporting
7.1 It is illegal for employees to make personal gain from financial information received in advance of general
publication. It is illegal to pass this information to others.
7.2 Editorial employees must not report about shares, securities or companies in which they, their family or close
friends have a financial interest without disclosing before publication that interest to the Managing Editor or Editor
(or their authorised nominee).
7.3 Editorial employees should declare an interest to the Managing Editor or Editor (or their authorised nominee)
if they have traded or intend to trade, directly or indirectly, in shares or securities about which they have reported
recently or intend to report on soon.
8.1 Only the Managing Editor or Editor (or their authorised nominee) is authorised to accept offers of free or
discounted travel, accommodation etc for a publication. Their approval is required before any commitment is
given to non-Ocean Road Magazine companies.
8.2 The Managing Editor, Editor (or their authorised nominee) has the right to decide whether to accept an offer,
who should be assigned and whether a report is published as a consequence. These conditions must be made
clear to whoever made the offer.
8.3 Employees must never solicit discount travel or accommodation for themselves; nor misrepresent their role
within Ocean Road Magazine to secure any form of travel discount or accommodation.
9.0 Personal gain, gifts
9.1 Employees must not request or accept any money, travel, goods, discounts, entertainment or inducements of
any kind outside the normal scope of business hospitality.
9.2 Bribes are to be rejected promptly and the Managing Editor or Editor (or their authorised nominee) or
divisional head should be informed immediately of any offer or request to pay a bribe, including a facilitation
payment or other inappropriate payments.
9.3 Gifts of cash (any sum) are never acceptable.
9.4 Employees must never solicit or request any gift or benefit for themselves or anyone else in connection with
9.5 Employees must never use their employment with Ocean road Magazine as a means of gaining any form of
entitlement or benefit from a commercial organisation.
9.6 Employees must not accept gifts above a nominal value of $100. If a gift has more than a nominal value, it
may only be accepted after approval of the Managing Editor or Editor (or their authorised nominee). The
frequency, timing and nature of the gift must be considered. Any proposed gifts of $100 or more to or from
government officials must be pre-approved by Ocean Road Magazine.
9.8 Ocean Road Magazine employees are not permitted to provide any entertainment, meals or other hospitality
to any third party if a true and accurate record of the attendee cannot be disclosed for the purposes of expense
10.0 Confidential Information
10.1 You must not disclose confidential information or commercially sensitive information about Ocean Road
Magazine, even if you no longer work for us, including (but not limited to):
Pricing information, such as internal cost and pricing rates
Marketing or strategy plans
Supply agreements or arrangements
Commercial and business plans • Contractual arrangements with third parties
Tender policies and arrangements
Sales and training materials
Schematics, proposals, intentions or designs
Policies and procedures documents
Data which is personal information for the purposes of privacy law; and
10.2 You must not use any such information as detailed in 10.1 for personal gain.
11.1 All individuals, including public figures, have a right to privacy. But public figures necessarily sacrifice their
right to privacy, where public scrutiny is in the public interest.
11.2 Publication of sensitive personal information — such as taxation details, Family Court records and health
and welfare matters — may be prohibited by law. Ocean Road Magazine employees should seek legal advice as
to how the law applies for the purposes of conducting journalism.
12.1 Do not harass or try to intimidate people when seeking information or photographs.
12.2 Do not photograph or film people on private property without their consent unless it is in the public interest to
do so. If asked by the resident to leave private property, do so promptly.
12.3 Do not persist unreasonably in telephoning, pursuing, questioning or door-stopping someone after an
authorised person has asked you to stop.
13.0 Grief and distress
13.1 Editorial employees should always behave with sensitivity and courtesy toward the public, and in particular
towards those involved in tragic events. No one should be put under pressure to be photographed, filmed or
interviewed. Initial approaches might best be made through friends or relatives. We should respect the wishes of
the bereaved or grieving.
14.1 Do not make pejorative reference to a person’s race, nationality, colour, religion, marital status, sex, sexual
preferences, or physical or mental illness or disability. No details of a person’s race, nationality, colour, religion,
marital status, sex, sexual preferences, or physical or mental illness or disability should be included in a report
unless they are relevant.
15.0 Photographic enhancement and manipulation policy
15.1 Enhancement of photographs is acceptable. However, this should be limited to simple procedures to
improve reproduction quality, ie auto enhancement.
15.2 Colour alteration, over sharpening and image manipulation is prohibited.
15.3 Images from non-Ocean Road Magazine sources should not be altered unless approved by the Editor,
Managing Editor (or their authorised nominee) to delete matter which might cause offence. Any alteration should
be explained in the caption.
15.4 Freelance, occasional and on-the-spot contributors must give an undertaking in writing their images have
not been altered. Except in special circumstances and on approval of the Editor, Managing Editor (or their
authorised nominee), the source should be credited.
15.5 Any image that has had the subject altered or added to should be clearly acknowledged in the caption as
“Digitally Altered Image”.
15.6 Images that Ocean Road Magazine sells for publication or private sales must be offered without electronic
manipulation subject to 15.3.
15.7 Images by staff photographers being published in Ocean Road Magazine publications may be altered to
achieve special effects or for artistic purpose, but only with the approval of the Editor, Managing Editor (or their
authorised nominee). Captions for such images should advise they have been altered when they are published or
transmitted interstate or overseas.
15.8 Any special image that requires archiving and has been altered must be clearly marked to this effect before
being archived and an original filed.
16.0 Other Obligations
16.1 Do not bring the reputation of Ocean Road Magazine, your colleagues or masthead into disrepute.
16.2 Respect the confidences and sensitivities of your colleagues at all times.
16.3 Familiarise yourself with all of Ocean Road Magazine’s employee conduct policies.
16.4 All employees are required to be neat and dressed appropriately for their particular job.
16.5 Employees must protect company assets from theft, carelessness, waste and misuse and respect the
property rights of others.
17.0 Breaches of policy
17.1 Complaints involving alleged breaches of this policy will be investigated by the Managing Editor of the
publication concerned, or an executive of equivalent status. Proven breaches will be dealt with in accordance
with the company’s disciplinary procedures.
Ocean Road Magazine