Unanswered Emails

Bill Constable made this Freedom of Information request to British Broadcasting Corporation

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From: Bill Constable

21 March 2010

Dear British Broadcasting Corporation,

1)How many emails from the general public,going to any member of
staff,requesting information about the BBC, are never answered?
2)How many emails from the general public, going to any member of
staff, requesting further information after having received a reply
about the BBC are never answered?

Yours faithfully,

Bill Constable

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From: FOI Enquiries
British Broadcasting Corporation

22 March 2010

Dear Mr Constable,

Thank you for your request for information under the Freedom of
Information Act 2000, as detailed in your email below. Your request was
received on 21st March, 2010. We will deal with your request as promptly
as possible, and at the latest within 20 working days. If you have any
queries about your request, please contact us at the address below.

The reference number for your request is RFI20100424.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
Room 2252, BBC White City
201 Wood Lane
London W12 7TS

www.bbc.co.uk/foi
Email: [BBC request email]

Tel: 020 8008 2882
Fax: 020 8008 2398

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From: FOI Enquiries
British Broadcasting Corporation

20 April 2010


Attachment RFI20100424 final response.pdf
72K Download View as HTML


Dear Mr Constable

Please find attached the response to your request for information,
reference RFI20100424

<<RFI20100424 - final response.pdf>>

Yours sincerely
Rachel Hallett

BBC Information Policy and Compliance
Room 2252, White City
201 Wood Lane
London W12 7TS, UK

Website: [1]www.bbc.co.uk/foi
Email: [2]mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

[3]http://www.bbc.co.uk
This e-mail (and any attachments) is confidential and may contain personal
views which are not the views of the BBC unless specifically stated.
If you have received it in error, please delete it from your system.
Do not use, copy or disclose the information in any way nor act in
reliance on it and notify the sender immediately.
Please note that the BBC monitors e-mails sent or received.
Further communication will signify your consent to this.

References

Visible links
1. file://www.bbc.co.uk/foi
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

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From: Bill Constable

22 April 2010

Dear FOI Enquiries,

Thank you for the reply which arrived just in time, did it really
take 20 days to work that out! There was I thinking that you were
busily taking a "sample", after all you don't ask all 51 Million
adults in the UK what they watched on TV when you want the TV
ratings! Even I could concoct a questionnaire, email to a sample
list of say 200 & correlate the results in about half a day!!

What concerns me is that the 2 email addresses that prompted this
enquiry are both highlighted on the BBC Web pages, they are "click"
& "audiencecouncil.england". On my recent experience I have had
replies to only 40% of emails!!!

Surely with these high profile email addresses you can provide some
sort of response, even if it is only an automated reply or
pre-formatted response, at least people will know that it was
delivered even if it isn't read, as things stand we just don't know
if it even arrived!!

Yours sincerely,

Bill Constable

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From: FOI Enquiries
British Broadcasting Corporation

23 April 2010

Dear Mr Constable

As there are a couple of email addresses that you are particularly
concerned about, it might be best to follow this up via BBC Complaints.
They have confirmed they could look into this for you.

However, you may prefer your correspondence with them not to be
published, so the best thing would be for you to get in touch with them
via this link http://www.bbc.co.uk/complaints/homepage/

Yours sincerely
Rachel Hallett

BBC Information Policy and Compliance
Room 2252, 2nd Floor, White City
201 Wood Lane
London W12 7TS, UK

Website: www.bbc.co.uk/foi
Email: mailto:[BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

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British Broadcasting Corporation

27 April 2010

Dear Mr Constable

Thank you for your e-mail.

I understand you are unhappy about the way in which previous correspondence you have made with the BBC has been dealt with.

I must explain that there are dedicated avenues of approach when contacting the BBC. This department, BBC Information, deals with comments, complaints and enquires about BBC programmes and services. We have set procedures in place to ensure that the highest level of service is provided.

In any further correspondence with the BBC I advise you contact us at:

Call us on 08700 100 222 - textphone 08700 100 212

Or write to us at BBC,
PO Box 1922,
Glasgow,
G2 3WT

Or by e-mail:

https://www.bbc.co.uk/complaints/forms/

I advise such an avenue of approach as some of the previous e-mail addresses you have referred to have limited resources and cannot possibly respond to all the correspondence they receive. Saying this I do note your suggestion that an automated response of notification should be sent.

With your concerns in mind I can also assure you that I've registered your comments on our audience log. This is the internal report of audience feedback which we compile daily for all programme makers and web teams the BBC, and also their senior management. It ensures that your points, and all other comments we receive, are circulated and considered across the BBC.

Thanks again for taking the time to contact us.

Regards

Liam Boyle
BBC Complaints

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From: Bill Constable

27 April 2010

Dear British Broadcasting Corporation,

Thank you for the reply I have already sent my concerns regarding
the specific email addresses via the complaints form, as suggested
in the previous response.

Yours faithfully,

Bill Constable

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British Broadcasting Corporation

27 April 2010

This is an automated response from BBC Information.

We are sorry, but our email system can only receive your email if it is submitted using our pre-formatted webforms. We realise this is an inconvenience, but webforms allow us to manage the many emails we receive each day more efficiently and this makes best use of the Licence Fee.

Please contact us using our website http://faq.external.bbc.co.uk/questions/...
If we have previously given you a reference number, please include this.

At http://www.bbc.co.uk/info/ you can find answers to common questions we are asked about our programmes, history, policies and structure, the BBC Trust and complaints. We also provide documents such as our Annual Report or other reports and publications online.

Alternatively you can telephone us on 03700 100 222 at any time to comment, give your appreciation, make an enquiry, or register a complaint. Calls from a BT landline cost up to 8p per minute (some operators and mobiles vary) and may be recorded for training purposes.

*

If your query relates to BBC Studio Audiences please resend your message in the format provided by one of our online webforms. All are available at http://www.bbc.co.uk/tickets please choose which one applies best to you. Alternatively you can telephone us on 03709 011 227.

*

If your query relates to Podcasts and you need to resend your message, or reply to our response, please do so using the podcast webform found on the Contact Us page http://www.bbc.co.uk/radio/contact/
If we have previously given you a reference number, it will help greatly if you include it in your comments.

*

If your query relates to Reception Advice please resend your reply or message using our webform at http://www.bbc.co.uk/reception/ (click on’ Contact Us’). If we have previously given you a reference number, please include this.

*

If your query relates to BBC iPlayer we have provided answers to the most common queries we receive about BBC iPlayer at http://www.bbc.co.uk/iplayer/help/
You may also find our messageboard helpful at http://www.bbc.co.uk/dna/mbiplayer

Please resend your reply or message using the webform on the BBC iPlayer help site, choosing the options which apply best to you. If we have previously given you a reference number, it will help greatly if you include it in your comments.

Thank you

BBC Information

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