In July 2023 the 成人快手 commissioned a review of the effectiveness of its non-editorial complaints policies and processes, following a complaint about the alleged behaviour of a 成人快手 presenter.
This assessment, led by 成人快手 Group Chief Operating Officer Leigh Tavaziva, and undertaken by Deloitte under the direction of Simon Cuerden, senior Partner experienced in strategic reviews, is now complete. 成人快手 Board oversight of the work was provided by Sir Nick Serota, Senior Independent Director of the 成人快手.鈥�
The review, published today, focuses on the ways in which non-editorial complaints can be raised with the 成人快手 and the processes by which they are then escalated and managed. The review identifies enhancements to our processes which the 成人快手 accepts in full, several of which have already been made.
The review has been comprehensive and far reaching, considering both the processes and systems for non-editorial complaints received into the 成人快手 from external parties and those which are internally generated.
While Deloitte found evidence of documented policies and procedures, and experienced individuals with the capability to investigate the most serious and complex non-editorial complaints, the review shows a clear need for greater consistency across the 成人快手 in how these complaints are processed.
In conclusion, the review ultimately considered that the 成人快手’s process for non-editorial complaints would be enhanced by the actions identified in the 成人快手’s management action plan published today. Critically this includes the establishment of a framework of overarching processes and procedures, which is subject to strategic oversight and leadership.
Leigh Tavaziva, 成人快手 Group Chief Operating Officer says:
“I am very grateful for the diligence and care with which Deloitte have approached this review, and for their thorough analysis. I would also like to extend my thanks to the 成人快手 staff and complainants Deloitte interviewed for their contributions.
“Although our existing processes and systems are, on the whole, working effectively, this review shows that we need to join them up better to ensure no matter how a non-editorial complaint comes into the 成人快手 it is escalated swiftly, when needed, and dealt with by the right people.
“Where the review identifies process improvements we accept those in full, and we are delivering on an action plan with a number of enhancements already in place.
“The report identifies specific process shortcomings in the presenter case. The initial complaint in this case was not escalated quickly enough to senior management and we have apologised to the complainant for this.”
Enhancements to the non-editorial complaints process that have already been actioned include:
- an escalation mechanism for serious non-editorial complaints from any route with oversight by a Specialist Case Management Framework (SCMF);
- an executive sponsor for the SCMF Uzair Qadeer, Chief People Officer; and
- the development of an improved process to select hearing managers, and to pilot new ways to help resolve staff concerns before they become formal complaints (grievances).
Further improvements recommended and planned include:
- greater consistency across teams in how non-editorial complaints are dealt with, regardless of the route by which they are received and then reviewed;
- better use of technology to manage non-editorial complaints and work to ensure there is a complete picture of all cases across teams dealing with them; as well as
- work to ensure sufficient resources across specialist teams dealing with non-editorial complaints, to manage the workload in a timely manner without impacting on staff welfare.
The report can be read here.
The original terms of reference are available to read鈥�here.
成人快手 Press Office