Oz Insightlab takes complaints about its journalism seriously. This procedure is written and maintained by the Editor-in-Chief, Catherine Roy, under the authority of Southern Cross Press Pty Ltd (ACN 623 891 045), the publisher and owner of this site. We have structured this page so you can find the right channel quickly and understand what happens after you raise a concern.
Who is responsible for handling complaints at Oz Insightlab?
The editorial team manages all complaints under the direct supervision of the Editor-in-Chief, Catherine Roy. The Standards & Fact-Checking Lead, Thomas Walsh, oversees the initial assessment of any complaint that relates to accuracy, sourcing, or fact-checking. Daily operational complaints about headlines or commissioning are directed to the Managing Editor, Emma Nguyen.
If you are unsure which team member to contact, you can send your complaint to complaints@ozinsightlab.net. This address is monitored by the editorial office. All complaints are logged and acknowledged within one business day.
What information should I include when I submit a complaint?
Please include the full headline and URL of the article you are referencing, the date of publication, and the specific claim, quote, or fact you believe is wrong. If you believe a source has been misrepresented or a quote has been fabricated, please state that clearly. Include your full name and a contact phone number or email so we can reach you.
You do not need to format your complaint in any particular way. A clear description of the problem, plus the evidence you have, is sufficient. If you prefer, you may use our contact form instead of email.
How is my complaint processed and investigated?
Upon receipt, the complaint is reviewed by the Standards & Fact-Checking Lead, Thomas Walsh, or by the relevant section editor. The editor will examine the article draft, the fact-checking notes, the sourcing record, and any correspondence with the named writer. If the complaint involves a quote or an interview, the original recording or transcript notes are checked.
We aim to provide a substantive response within five business days. If the investigation requires more time — for example, if a source is in a different time zone or if the claim involves a third party — we will notify you and give a revised timeline. No complaint is closed without a written explanation of the finding.
What happens if I am not satisfied with the initial response?
You may escalate your complaint directly to the Editor-in-Chief, Catherine Roy, by emailing james.mitchell@ozinsightlab.net or by calling +61 2 5550 1901. Please include the reference number from your initial complaint. Catherine Roy will personally review the matter, including the original investigation notes and any correspondence with the editorial team.
The Editor-in-Chief makes the final decision on all publication standards, correction or retraction decisions, and any necessary public note. If the complaint relates to a systemic editorial failure, he may involve the publisher, Southern Cross Press Pty Ltd, at its registered office at Level 14, 1 Martin Place, Sydney NSW 2000.
Where can I read the policies that govern this procedure?
This complaints procedure is part of a broader set of editorial commitments. You should read our Editorial Policy for the full standards on independence, sourcing, and AI use. The Corrections Policy explains exactly when and how we publish corrections. Our Privacy Policy tells you how we handle your personal data when you submit a complaint.
For transparency about our ownership, funding, and commercial relationships, see Ownership & Funding. Our Fact-Checking Policy describes the verification process every article undergoes.
Our commitments
- We will acknowledge every written complaint within one business day.
- We will investigate all complaints under the direct supervision of a named editor or the Editor-in-Chief.
- We will not outsource complaint handling to automated systems or AI tools.
- We will publish a correction, a note, or an explanation publicly whenever a substantive error is confirmed.
- We will protect the confidentiality of complainants unless a legal or safety obligation requires otherwise.