141. Complaints against the BBC: the BBC's role in handling and resolution.

The BBC¹ must set and publish procedures for the handling and resolution of complaints of its and the commercial arm's compliance with its obligations under the Charter, the Framework Agreement and the Operating Framework². In particular, the BBC must establish and maintain procedures for the handling and resolution of complaints about the observance of content standards in the UK Public Services and the World Service³. Before setting the procedures, the BBC must consult Ofcom (so far as the procedures relate to relevant complaints) and the public⁴.

The procedures:

1.  

   (1)     must provide that a complaint must normally in the first instance