Advertising Standards Bureau Review of Operations 2014 | Page 24

Internal business processes
Advertising Standards Board decision‑making
is independent, effective, and robust

14.5

Average time for completion
of Independent Review

37.6

Average complaint
resolution timeframe

DAYS

DAYS

The ASB launched a recruitment campaign
for new members of the Board in early 2014,
resulting in seven new members being appointed
to the Board in September 2014. The new Board
members participated in an induction and training
day, alongside continuing members, to introduce
them to the advertising codes and the important
role that they had agreed to undertake.
To ensure Board members have an understanding
of current trends and perceptions in the broader
community, a regular program of training days
and awareness sessions are conducted. In 2014
two training days were held which focussed
on specific issues in relation to all Codes
and Initiatives applied by the Board in its
determination of cases.
Another element of the complaints handling
process includes the option of complainants
seeking an independent review of Board
determinations. During 2014 three cases were
considered by the Independent Reviewers who
recommended that two cases be confirmed and

The ASB complaints handling service applies
across all media and meets established industry
benchmarks and best practice
Even with the increased number of complaints
in 2014, the number of complaints assessed as
falling under the consistently dismissed complaint
policy (174 in 2014) was similar to the number
in 2013 (170). This policy has streamlined the
adjudication process to enable the Board to focus
on cases which raise concerns about new and
existing issues.
To maintain a high-level knowledge of
international best practice initiatives, the ASB
CEO attended the annual European Advertising
Standards Alliance (EASA) General Council
Meeting in Amsterdam during April. Priority
areas for discussion focused on capacity
building and work to improve cross border
complaints cooperation from an international
self‑regulation viewpoint.

that the Board decision in the remaining case be
reviewed. These cases are available from the ASB
website with a precis also available in this report
(see Independent Review section).
A debrief was held with Independent Reviewers
to discuss recent IR decisions and modifications
to internal case management procedures.

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Advertising Standards Bureau