ਸ਼ਿਕਾਇਤਾਂ ਤੇ ਜਵਾਬ ਦਾ ਹੱਕ

A publication that asks for a community’s trust must be answerable to it. This page sets out how to complain about Kalam Di Goonj, what we do with complaints, and what routes exist beyond us. “We” means Northview Productions Inc., doing business as Kalam Di Goonj.

1. What this process covers

This process covers:

• editorial complaints concerning accuracy, fairness, labelling, taste, harm, or any breach of our Editorial Standards;
• moderation appeals where a comment, letter, or contribution has been edited, removed, or declined under the Community Guidelines;
• account-action appeals against a suspension or ban from participation.

Other matters have dedicated channels built for their legal requirements:

If you use the wrong channel we will route your complaint to the right one and tell you where it went.

2. How to complain

Write to [email protected] with “Complaint” in the subject line, or use the “complain about this article” link in any article footer. In English or Punjabi, state:

• what you are complaining about: the article URL, comment, or decision;
• why: which standard, guideline, or expectation you believe we breached;
• how it affects you, particularly if you are named or depicted;
• what outcome you seek: correction, reply, reinstatement, apology, or explanation;
• how to reach you.

No lawyer and no formal language is required. A clear account is enough.

3. What we do, and when

1. Acknowledgement within five business days, confirming receipt and identifying who is handling it.
2. Investigation on the merits. The handling editor reviews the material and the internal records, including verification notes, moderation logs, and rights records, and, where fairness requires, speaks to the contributor or staff involved. A complaint about a decision is not reviewed solely by the person who made it.
3. A substantive reply. Most complaints conclude within a few weeks. Complex matters involving several parties, legal questions, or historical material take longer, and we report progress rather than go silent. We will publish firm response-time targets once we have enough operating experience to commit to them.
4. An answer with reasons. Whether the complaint is upheld, partly upheld, or not upheld, we explain why. Upheld complaints lead to remedies proportionate to the fault: correction, clarification, editor’s note, reply, reinstatement, apology, or a change of process.

4. Right of reply

If our coverage criticizes you significantly, whether as to your conduct, honesty, competence, or character, you may request a right of reply: a proportionate opportunity to answer the criticism in our pages. Request it through section 2, identifying the coverage and the substance of your intended response.

• Proportionate means a reply commensurate with the criticism, ordinarily a letter or response note rather than a platform of unlimited length, and addressed to the criticism rather than constituting a new attack on others.
• Our commitment: genuine requests are considered seriously and answered with reasons. Publication remains an editorial decision. We edit replies for length, clarity, and legal safety in consultation with you, and where we decline to publish a reply we tell you why.
• This supplements, and does not replace, our practice of seeking comment before publishing significant criticism, under section 3 of our Editorial Standards.

5. Appeals

If you disagree with our first answer, say so, and your complaint escalates to the Editor-in-Chief, or, where the Editor-in-Chief made or was involved in the original decision, directly to the Director of Northview Productions Inc. The appeal level reviews the matter afresh, may seek further information, and gives a final internal answer with reasons. One appeal is available per complaint. After the Director’s decision our internal process is complete.

6. Routes beyond us

We are not the last word:

• Courts. Legal claims, for example in defamation, may be pursued in the courts of British Columbia. Limitation periods apply, generally two years, and specific notice rules can apply to publications, so take timing advice early.
• Privacy regulators. Complaints about our handling of personal information may go to the Office of the Information and Privacy Commissioner for British Columbia, or to the Office of the Privacy Commissioner of Canada, whichever applies.
• Consumer protection. Consumer matters concerning subscriptions and billing practices may be raised with Consumer Protection BC.
• Press council. No press council or statutory press regulator currently has jurisdiction over us, and we do not imply an external editorial referee that does not exist. We operate this complaints process as a matter of standards rather than compulsion.

Using our process first is welcome but not required, and it does not pause any legal deadline that applies to you.

7. No retaliation

Complaining about us will not be held against you. We will not diminish your access, coverage, submissions, or standing because you complained, and we do not identify complainants. Coverage decisions after a complaint are made on the same editorial grounds as before it.

8. Records

We keep a log of complaints, investigations, decisions, and remedies, both to treat like cases alike and to maintain an accountable record. Records are held under our retention schedule and privacy commitments. Complaint records may be preserved longer where a legal matter is anticipated.

9. Limits of this page

• It does not promise the outcome you seek. It promises a fair review and a reasoned answer.
• A right-of-reply request is not a right to unedited publication. See section 4.
• This process is not a court, does not determine legal rights, and neither extends nor shortens any limitation period. Nothing here is legal advice.