DELIVERING A FIRST CLASS SERVICE

The hallmarks of an effective system of self regulation are its speed, its accessibility and its ability to resolve disputes efficiently and amicably.

In order to ensure that we deliver a first class - and free - service, the PCC operates under the terms of a Complainants' Charter. Contained in it, there are five core commitments to members of the public.

1. We will respond swiftly to enquiries

Last year the PCC received over 7,200 telephone inquiries - many of them on a special Hotline established to ensure members of the public have as much information as possible about the terms of the Code and the complaints process. The vast majority of these calls were answered within four rings.

As well as thousands of telephone enquiries, the PCC received 2,225 formal complaints in 2000 - some of them, for the first time this year, via email. All of these complaints, in line with our Charter commitment, were acknowledged within three working days of receipt. All complainants were informed of the progress of their complaints at regular intervals of not less than fifteen working days.

2. We will deal with complaints as quickly as possible

Our aim is to deal with as many complaints as possible in an average of just forty working days - far quicker than any other regulator, and certainly far quicker than any form of legal system. In 2000, we dealt with 84% of complaints within that period. At the end of the year only 17 complaints had been outstanding for more than 40 working days. That we were able to achieve this record is due to the seriousness with which newspapers and magazines treat complaints and the work of the Commission. Without their commitment, the PCC would be unable to deliver the swift justice that has become its hallmark.

3. We will deal with complaints at no cost to complainants

In a legal system, ability to complain depends on ability to pay. With self regulation, the PCC operates at no cost either to the taxpayer or to those who complain about newspapers and magazines. This is due to the generous funding by the newspaper and magazine industry, and the strong commitment of all publishers to effective self regulation.

This is particularly important because the vast majority of our complainants are ordinary members of the public, who would never have the financial resources to take on a newspaper or magazine in Court.

4. We will be as accessible as possible

We continue to ensure that our service is accessible to everyone - of whatever age, race or background, or from whatever region of the country. Apart from our Helpline telephone service - including a special Helpline in Scotland - we maintain a Textphone service to assist deaf or hard of hearing persons, and provide literature on audio cassette for those who are blind or have difficulty in seeing. Our web site - with an on line complaints form - ensures up to date information about the work of the Commission is available 24 hours a day. Our literature - including the Code of Practice - is available in a range of minority languages to assist those whose first language may not be English. In 2000, we lived up to our commitment to extending the range of languages in which our literature is available by publishing it in Gaelic.

The PCC continued to maintain a strong presence around the country with regional tours and exhibitions in Northern Ireland, Liverpool, Birmingham and Manchester in 2000. Our work to ensure that the service of the Commission is well known continues to be backed up by publishers themselves - who regularly donate substantial amounts of advertising space to us.

5. We will be as open as possible

Members of the PCC's staff are available to help members of the public throughout the complaints process. A named Complaints Officer deals with every complaint and acts as a continuing point of contact.

Statistics on numbers of complaints received, resolved and adjudicated are published each year, along with the average time taken to deal with them. Copies of the PCC's adjudications - along with details of resolved complaints - are also published quarterly in bulletins sent to all editors, Members of Parliament, Citizens Advice Bureaux, public libraries and many other interested parties.

The aim of the Charter is to improve standards year on year - and future Annual Reviews will continue to set out our record on providing a first class service to members of the public.

Les Hinton Executive Chairman of News International plc, has been Chairman of the Code of Practice Committee since 1998.