FEEDBACK / COMPLAINTSFeedback about the content or the service is welcomed at any time. No one is perfect and the technology is changing all the time! So please let us know if you find something unsatisfactory, or you don’t understand why we do something and want to suggest an improvement. You can even suggest topics that you think would make good graphics.
And if you see what you think is a mistake, either in terms of the facts, or how the item is constructed, it is really important that you let us know without delay. We are very careful about the sources we use and all graphics are carefully proofed and checked so they should be constructed and packaged consistently. But, very occasionally a mistake does slip through and the sooner we find out the sooner we are able to correct the graphic and contact everybody who may have downloaded it.
Despite these efforts, complaints are sometimes received from visitors to the Graphic News website or by publishers. It is essential that such complaints and concerns are addressed as effectively and as rapidly as possible. Please notify us immediately a problem arises or is noticed.
• Publishers should tell the person who has complained where the content came from and let them know that the supplier will respond to their complaint within 48 hours.
• Publishers should also supply a copy of the published page as the context in which a graphic is published is important, and they may have modified or changed the graphic.
Graphic News (or whoever has supplied the infographic) will then thank whoever for bringing the concern to their attention, seek to understand the problem, and look to address the concern.
• Graphics can be updated very rapidly.
• Content can also be removed from the website.
• Notices can be sent to everyone who may have downloaded the graphic.
• Publishers can be asked to remove a specific graphic from their website within 24 hours.
• An explanation of the legal position can be given.
• And if by mistake content has been used without necessary permissions having been obtained, compensation will be offered based on what fees are normally paid for such content plus a 100% surcharge. Fortunately, this is a very, very rare event!
Graphic News will keep the Publisher informed, usually by copying them in to correspondence, and also, if appropriate, liaise with the Publisher’s legal department.
Graphic News will then review their procedures to see if changes are required to prevent similar complaints in the future.