Ofcom : BBC must transform audience relationship
As the mid-point in the BBC ’ s current Charter period approaches , broadcast regulator Ofcom has been reviewing the BBC ’ s performance and its future regulation of the Corporation .
Ofcom has tracked audiences ’ experiences and interactions with the BBC , and their feelings towards it . One in nine people say they have had a reason to complain about the BBC . However , most of those do not actually make a complaint , with many telling Ofcom it would not make a difference or be taken seriously . These concerns are nearly twice as high for the BBC than for other broadcasters .
Ofcom also asked audiences about BBC news and current affairs . Although they rate its news highly for trust and accuracy , conversely , they rate it less favourably on impartiality .
Accordingly , Ofcom is now directing the BBC to change its policy and publish sufficient reasoning in cases where it decides not to uphold due impartiality and due accuracy complaints .
Ofcom is also expecting the BBC to alert it at an early stage to potential serious editorial breaches . This will allow Ofcom better to
“ Viewers and listeners tell us they aren ’ t happy with how the BBC handles their complaints , and it clearly needs to address widespread perceptions about its impartiality ,”
scrutinise how the BBC ’ s complaints process is working in practice and , if necessary , to intervene early to protect audiences . If the BBC fails to do this , Ofcom will recommend that the Government makes this a legal requirement .
While the BBC is still generally popular with viewers and listeners , the way content is consumed has changed dramatically over the last 10 years and is still evolving rapidly . The BBC therefore needs to keep developing its online services , while continuing to deliver distinctive , original UK content . Accordingly , Ofcom has set out proposals for a new Operating Licence for the BBC , to enable its
continued transformation .
“ Viewers and listeners tell us they aren ’ t happy with how the BBC handles their complaints , and it clearly needs to address widespread perceptions about its impartiality ,” stated Dame Melanie Dawes , Ofcom ’ s chief executive . “ So we ’ re directing it to respond to these concerns , by being much more transparent and open with its audiences .”
“ The BBC must also adapt quickly to keep up with changes in what audiences want , and how they get their content . We ’ re doing our bit , by future-proofing our regulation so the BBC can continue its transformation for the digital age ,” she added .
In total , 11 % of adults had cause to complain about the BBC in the last year . This is the highest level among broadcasters ( 6 % for ITV , 4 % for Channel 4 ), but lower compared with other industries ( 21 % for online retailers , 15 % for energy companies ).
Complaints tend to relate to bias ( 39 per cent ) and misleading / dishonest content ( 26 per cent ). Ofcom research suggests the BBC is more than twice as likely to attract complaints about these issues compared to the other public service broadcasters .
Unlike other broadcasters , the ‘ BBC First ’ complaints system , agreed by Parliament , gives the BBC an opportunity to respond to complaints before they are escalated to Ofcom . According to Ofcom , the BBC needs to address concerns arising from perceptions of
its impartiality . Ofcom is clear that the BBC needs to make its complaints process simpler and more straightforward for people to navigate . It must also be more transparent and open about its decision-making . It says this is essential for building trust and improving its relationship with audiences , and for justifying why it should continue to enjoy the unique position of handling its own complaints first . Ofcom also sets an Operating Licence that ensures audiences across the UK are well served by the BBC . It is currently specific to individual TV and radio services , with limited recognition of content online . Without reform , says Ofcom , the Licence will become out of step with audience behaviour and technology developments .
Accordingly , Ofcom has proposed to modernise the Operating Licence to enable the BBC to innovate and respond to changing audience needs , while ensuring it delivers its remit . The proposed new Operating Licence :
• sets new requirements on the BBC ’ s online services .
• gives the BBC more flexibility to enable it better to serve audiences across different services and platforms , but with safeguards .; and
• requires greater transparency from the
BBC . Ofcom ’ s consultation on the BBC ’ s new Operating Licence is open until September 14th 2022 . Ofcom expects to issue its final decision and updated Licence in early 2023 , in time for the new Licence to take effect on April 1st 2023 . The Government is conducting its mid-term Charter review . Ofcom will update the Operating Licence following completion of this review if necessary .
In autumn 2022 , Ofcom will consult on changes to its competition regulation to enable the BBC to adapt its services more effectively better to meet audience needs , while ensuring fair and effective competition is protected .
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