Scripts

In case of unreasonable delays an agency may make representations to the Head of Copy Clearance.

If an agency can demonstrate either that a referral to, or receipt of a response from a Clearcast consultant has been unreasonably delayed, representations may be made to the Head of Copy Clearance.

If an agency can demonstrate that Clearcast’s actions on receipt of its consultant’s advice are unreasonable, an approach may be made to the relevant Copy Group Manager. The Head of Copy Clearance may be approached in circumstances where it can be demonstrated that the normal procedure has not been followed.

If an agency can demonstrate that:

• There is a clear lack of co-operation from their Clearcast contact
• Evidence has not been properly assessed and considered
• The responsible Clearcast contact has not made proper use of internal Clearcast resource
• A request to have a matter discussed by Copy Committee has not been properly considered.

An approach can be made to the assigned individual’s Manager.

Scripts

If an agency is unreasonable in its demands for attention Clearcast may draw this to the attention of the Head of Copy Clearance who will consider escalating the issue with the advertising agency.

If Clearcast can demonstrate that the agency is not acting reasonably within the escalation framework it will be taken up with the agency at an appropriately senior level.

If an agency’s demands on consultants are unreasonable, Clearcast may make representation at senior level within the agency.

If an agency’s demands for Copy Committee consideration are frivolous or unreasonable Clearcast may make representation at senior level within the agency.

Clocked and Roughcut Ads

If an agency can demonstrate that processing of a clocked ad has been unreasonably delayed it may make representations to the Operations Manager.

If an agency can demonstrate Clearcast is unwilling to give provisional approval on material an approach can be made to the assigned individual’s Manager.

If an agency can demonstrate that Clearcast unreasonably declines to approve either a clocked or rough cut ad or that it imposes unreasonable restrictions the agency may make representations to the assigned individual’s manager.

If an agency can demonstrate that a request to have either a clocked or rough cut ad discussed by Copy Committee has not been properly considered, it can make representations to the assigned individual’s manager.

Clocked and Roughcut Ads

If an agency's demands for clocked ads to be viewed are unreasonable, Clearcast may make representations at senior level within the agency.

If an agency makes unreasonable demands for provisional approval, Clearcast may make representations at senior level within the agency. In such circumstances, Clearcast may refuse future provisional approval.

If Clearcast can demonstrate that an agency is unreasonable in its demands for approval of a clocked ad, it may take the matter up with the agency at an appropriately senior level.

If an agency’s demands for Copy Committee consideration of clocked or roughcut ads are frivolous or unreasonable, Clearcast may make representations at senior level within the agency.

Agency Relationships

If an agency has concerns about its relationship with Clearcast or its assigned individual, these should be raised, in the first instance, with that individual. If the agency remains concerned it may raise the matter in writing with the Head of Copy Clearance who will review the situation. Where appropriate a review meeting might be arranged. Examples of problems that might occur are:

• Persistent failure to return e-mails or respond to telephone calls
• Persistent failure to turnaround work within an acceptable timeframe 
• Poor or inadequate knowledge of the code 
• Persistent reluctance/inability to discuss scripts, prove written explanations when requested or to suggest alternatives where possible 
• Persistent lack of clarity re substantiation requirements 
• Persistent failure to communicate advance warning of absence 
• Discourteous, aggressive or bullying attitude

If an agency believes Clearcast has not followed its own outlined procedures, it may raise that concern with the Head of Policy and Customer Operations.

Agency Relationships

If Clearcast has concerns about its relationship with an agency, these should be raised, in the first instance, with the agency. If Clearcast remains concerned the Head of Copy Clearance may raise the matter at senior level with the agency. Where appropriate a review meeting might be arranged. Examples of problems that might occur are:

• Persistent disregard for Clearcast feedback 
• Persistent requests for clearance with unreasonably short deadlines 
• Persistent failure to supply adequate or properly-presented evidence 
• Fielding the ‘wrong’ agency people to deal with due to inadequate knowledge of their clients’ products or lack of aut hority to negotiate 
• Discourteous, aggressive or bullying attitude.