Complaints Process
On this page, you'll find a clear, step-by-step guide to how Real411 handles reports of digital disinformation. We walk you through how to submit a complaint, how it's reviewed, what happens next, and how outcomes are shared - all designed to ensure transparency and trust throughout the process.
The Public Complaints Portal
The public online complaints portal has been established in order to address digital offences in order of the Code of Conduct. Members of the public can submit relevant complaints to the Digital Complaints Committee (DCC).
Complaints may be submitted by any member of the public to be considered by the DCC. The DCC will act expeditiously, in light of the particular circumstances, to appropriately address complaints received.
English will be the working language of the DCC but complaints will be received in the eleven official languages of South Africa, and will seek to establish translation capabilities to address all complaints received.
Complaints may not be submitted anonymously, but the identity of the complainant will be kept confidential. Appropriate technical and legal measures will be established to safeguarding of all personal data of the complainant and to protect the confidentiality of the complainant in the outcome.
The Complaints Process
Submit
Member of the public submits a complaint via the online portal with relevant details.
Review
The DCC reviews the complaint to determine if it falls within scope and assigns a category.
Decision
A Sub-committee makes a decision on the appropriate course of action.
Notify
The complainant is notified of the outcome and any further steps required.
Appeal
Any aggrieved party may lodge an appeal with the Appeals Committee in writing.
The Identity of the Complainant is Required Upon Submission of a Complaint So That:
The DCC can respond directly to the complainant regarding recommendations and referrals made.
There is accountability in an effort to limit persons submitting deliberately false and defamatory complaints.
Complainants will be notified of the outcome and guided on the appeals process, if applicable.
Publish counter-narratives in response to the hate speech.
Complainants will be requested to provide as much relevant information as possible via the online complaints portal to facilitate the work of the DCC.
On receipt of a complaint, the Secretariat will forward the complaint to a Sub-committee to make a decision. In the event that the Sub-committee does not reach an agreement in the proposed possible courses of action, the Secretariat may refer the complaint to the Appeals Committee for resolution.
Possible decisions that a Sub-committee may make include the following:
- The complaint falls outside the scope of the DCC;
- No action is required;
- The complaint should be referred to the Press Ombud for consideration;
- The complaint should be referred to the South African Human Rights Commission (SAHRC) and/or any other independent statutory body for assistance;
- The complaint should be referred to the SAPS for further investigation;
- Assistance should be sought from the relevant online platforms;
- A case should be instituted with the Equality Court or any other appropriate court or tribunal; and/or
- A counter-narrative should be published.
Any party aggrieved by a decision made by a Sub-committee of the DCC may approach the Secretariat in writing to lodge an appeal with the Appeals Committee.
Please submit your appeal listing the complaint ID and your reasons for appeal to the following email address secretariat@real411.org.za.
The outcomes of complaints will be made publicly accessible, and the complainant shall be notified accordingly.
Complaints Received May Be Categorised By
the DCC as Follows:
Category 1
The complaint falls outside the scope of the DCC.
Category 2
The complaint raises a matter that appears to fall within the scope of the DCC, and requires urgent attention.
Category 3
The complaint raises a matter that appears to fall within the scope of the DCC, but does not necessarily require urgent attention.
Category 4
The complaint should be referred to another body or stakeholder for consideration.
In recognition that some online content may lead to imminent harm or violence, urgent action will be recommended by the DCC.
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