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Our Service In Action At its heart, the PCC is an effective dispute resolution service - a fast, free and fair means for members of the public to obtain appropriate redress against newspapers and magazines. The virtues of this process contrast with the inescapable features of the legal system: it is personal, not faceless; free, not hugely expensive; efficient, not cumbersome; and - importantly - conciliatory not adversarial. Once a complaint that raises a possible issue under the Code has been received, the dedicated team of complaints officers will mediate between complainant and newspaper in order to negotiate suitable remedial action - a correction, explanation or apology, for example - to resolve the complaint to the satisfaction of the complainant. It is fair to say that the PCC has been instrumental in establishing a culture of conciliation across the industry - so that nowadays the general reaction of editors to complaints is to offer to put things right as quickly as possible. In 2003, a record 20% more complaints than the previous year were resolved following the Commission's intervention. Examples of our service in action are set out below: Example
1 These examples represent just a fraction of
the many, varied complaints formally handled by the PCC in 2003.
Members of the PCC staff are always available to give informal
advice to members of the public so that that they can obtain redress
without the need to formalise a complaint. For example, the PCC
runs a 24-hour emergency pager to give advice to those who may
be the focus of unwanted attention from journalists, as well as
handling thousands of requests for advice each year during normal
office hours. This may mean either providing information and contact
details for a particular publication, or giving callers more formal
advice about how best to use the Code to argue their case.
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